No more lockscreen, black screen and need to hold start button 10s to to go back into Windows


Sephirote

Member
Local time
8:31 PM
Posts
29
OS
Windows 11
Hi everyone,

I've got a new XPS 15 9510 with Windows 11.
I didn't install a vanilla version of Windows this is the version of Windows that came with the laptop with a few Dell bloatware.

Anyway, today out of the blue Windows started behaving strangely.

Normally the screen turns off after a few min when not used, then to turn back on the screen I would touch the touchpad or press a key which would bring you to the lockscreen.

However, since earlier, when the screen turns off after not using the laptop, I'm stuck on a black screen, touching the touchpad or pressing a key no longer bring up the lockscreen.
The laptop is seemingly unresponsive, screen is black, keyboard lights up when I press a key but nothing on the screen.

Tried to hard reboot since I was stuck, so I press and hold the start button 10s and suddenly the screen turns on and I'm straight back into Windows without entering my password. Or maybe it authenticated me as I was pressing and holding the start button? (Start button is equipped with a fingerprint scanner)

Any idea how I can get back the normal behavior which is to display the lockscreen after the screen goes off?

Thanks
 

My Computer

System One

  • OS
    Windows 11
    Computer type
    Laptop
    CPU
    11th Gen Intel(R) Core(TM) i7-11800H
    Memory
    32GB
    Graphics Card(s)
    Nvidia Gefore RTX 3050 Ti
    Monitor(s) Displays
    OLED

spapakons

Well-known member
Power User
Local time
1:31 PM
Posts
840
Location
Athens
OS
Windows 11 Pro 21H2 64-bit (build 22000.739)
It looks like Windows Update replaced some of your laptop drivers with newer but not entirely compatible causing difficulty to wake from sleep. Have a look at the laptop Service Tag written at a sticker underneath. Go to Dell Support site and put your Service Tag to find your model. Download all Windows 11 drivers. If not available, download the respective Windows 10 64-bit drivers instead. Install the chipset driver first. Then proceed with the graphics driver. You may also download the latest graphics driver directly from nVidia, if you know your GPU model. After updating all drivers the issue should fix. In worst case you can backup your data and reinstall Windows 11. Make sure you have your drivers downloaded in a USB flash drive so you have them handy after installation.
 

My Computers

System One System Two

  • OS
    Windows 11 Pro 21H2 64-bit (build 22000.739)
    Computer type
    Laptop
    Manufacturer/Model
    Acer Extensa 5630EZ
    CPU
    Mobile DualCore Intel Core 2 Duo T7250, 2000 MHz
    Motherboard
    Acer Extensa 5630
    Memory
    4GB
    Graphics Card(s)
    Mobile Intel(R) GMA 4500M (Mobile 4 series)
    Sound Card
    Realtek ALC268 @ Intel 82801IB ICH9 - High Definition Audio Controller
    Monitor(s) Displays
    1
    Screen Resolution
    1280x800
    Hard Drives
    Samsung SSD 850 EVO 250GB SATA Device (250 GB, SATA-III)
    Internet Speed
    VDSL 50 Mbps
    Browser
    MICROSOFT EDGE
    Antivirus
    WINDOWS DEFENDER
    Other Info
    Legacy MBR installation, no TPM, no Secure Boot, no WDDM 2.0 graphics drivers, cannot get more unsupported ;) This is only my test laptop. I had installed Windows 11 here before upgrading my main PC. For my main PC I use everyday see my 2nd system specs.
  • Operating System
    Windows 11 Pro v21H2 (build 22000.739)
    Computer type
    PC/Desktop
    Manufacturer/Model
    Custom-built PC
    CPU
    Intel Core-i7 3770 3.40GHz s1155 (3rd generation)
    Motherboard
    Asus P8H61 s1155 ATX
    Memory
    2x Kingston Hyper-X Blu 8GB DDR3-1600
    Graphics card(s)
    Asus GT620-1GD3 (nVidia GeForce GT 620 1GB DDR3)
    Sound Card
    Realtek HD audio (ALC887)
    Monitor(s) Displays
    Sony Bravia KDL-19L4000 19" LCD TV via VGA
    Screen Resolution
    1440x900 32-bit 60Hz
    Hard Drives
    Patriot Burst Elite 480GB SSD as system disk, Western Digital Caviar Purple 4TB SATA III (WD40PURZ) as second
    PSU
    Thermaltake Litepower RGB 550W Full Wired
    Case
    SUPERCASE MIDI-TOWER
    Cooling
    Stock Intel CPU Fan, 1x 8cm fan at the back
    Mouse
    Sunnyline OptiEye PS/2
    Keyboard
    Mitsumi 101-key PS/2
    Internet Speed
    100Mbps
    Browser
    Microsoft Edge, Mozilla Firefox
    Antivirus
    Microsoft Windows Defender
    Other Info
    Legacy BIOS (MBR) installation, no TPM, no Secure Boot, WDDM 2.3 graphics drivers, WEI score 5.1

Sephirote

Member
Thread Starter
Local time
8:31 PM
Posts
29
OS
Windows 11
It looks like Windows Update replaced some of your laptop drivers with newer but not entirely compatible causing difficulty to wake from sleep. Have a look at the laptop Service Tag written at a sticker underneath. Go to Dell Support site and put your Service Tag to find your model. Download all Windows 11 drivers. If not available, download the respective Windows 10 64-bit drivers instead. Install the chipset driver first. Then proceed with the graphics driver. You may also download the latest graphics driver directly from nVidia, if you know your GPU model. After updating all drivers the issue should fix. In worst case you can backup your data and reinstall Windows 11. Make sure you have your drivers downloaded in a USB flash drive so you have them handy after installation.

Thank you.
Do you think this was driven by a conflict between Dell's Support Assist app and Windows update?

Do you think I'm better off formatting my laptop and installing a fresh install of windows 11?

EDIT: Hehe guess what, I went to Dell support website, it recognised automatically my machine's service tag. Under "drivers & download" it gave me 2 options. "Let Dell automatically find drivers for you" or "Find manually drivers"

I thought I would check the automatic method to see what it would suggest and surprise it suggested a new driver for the Intel chipset.

Installed the new driver, rebooted and I was greeted with the lockscreen!

It's been fixed.

Thanks Spapakons your hunch was right.
 

My Computer

System One

  • OS
    Windows 11
    Computer type
    Laptop
    CPU
    11th Gen Intel(R) Core(TM) i7-11800H
    Memory
    32GB
    Graphics Card(s)
    Nvidia Gefore RTX 3050 Ti
    Monitor(s) Displays
    OLED
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