Dell Inspiron N7710 Video Issues

[goombawaho]

Got a customer saying that her computer basically locks up periodically with a weird grey screen. Trying to get her to take a picture when it happens. Have to power off/power on to get it going again.

Dell diagnostics found NO errors.
MemTest386+ found no memory errors
Video Stress Test from Ultimate Boot CD found tons of errors - like this:
"Error at <memory address? must be FF but found XX" (where XX is different on each line)

The laptop has Intel HD Graphics 3000 video. I thought it shared system memory, but system memory is clean.
What should I do?

I see that Dell says of this model "Product not tested for Windows 10 upgrade". So maybe that's the deal - no correct driver for that video card!!!

"Living tomorrow is everyone's sorrow.
Modern man's daydreams have turned into nightmares.

 

[ChrisHirst]

That looks like a hardware problem with refresh or sync rates.

If it was a CRT it would be a line sync error.

Does it happen on battery only or when the charger is plugged in?

Is the CPU fan running when it occurs?

Have you cleaned out the fan and all vents then reseated it with fresh heat sink compound?


Chris.

Indifference will be the downfall of mankind, but who cares?
Time flies like an arrow, however, fruit flies like a banana.

Never mind these jesus character, stars had to die for me to live.

 

[goombawaho]

Thanks for all the help with this - questions answered and update from today below

The last time I had a display that looked anything like that and exhibited symptoms similar to those you describe, it was actually caused by a faulty PSU.

It's a laptop so probably not the issue.

Does it happen on battery only or when the charger is plugged in?
Is the CPU fan running when it occurs?

>>>>Never checked that

Have you cleaned out the fan and all vents then reseated it with fresh heat sink compound?
>>>>No

Update as of today: Swapped out the memory with different memory from my personal laptop. Still got errors in the video stress test and got some of the funky video at one point as well. So......... must be hardware-related other than RAM.



"Living tomorrow is everyone's sorrow.
Modern man's daydreams have turned into nightmares.

 

[Beilstwh]

Have you tried to use an external monitor on the laptop. If it is clear then it is the screen on the laptop and it is time to get a new one.

Bill
Lead Application Developer
New York State, USA

 

[ChrisHirst]

Memory errors would not create screen problems like that, video memory faults usually show up as 'artefacts' or 'screen tears'.

Chris.

Indifference will be the downfall of mankind, but who cares?
Time flies like an arrow, however, fruit flies like a banana.

Never mind these jesus character, stars had to die for me to live.

 

[hairlessupportmonkey]

Run the latest intel inf installer over it. has fixed silly things like this for me in the past.

ACSS - SME
General Geek

 

[goombawaho]

Well, I can't schedule with them (billable call) if it's "just a hunch". So, I'll probably let that wait until I have a reason to go for a different reason. Not a bad idea though.

"Living tomorrow is everyone's sorrow.
Modern man's daydreams have turned into nightmares.

 

[kjv1611]

My gut feeling / guess on this one at this point (I've just briefly perused the thread and searched for a couple of key words) is a loose or bad monitor cable.

One quick easy test: does it do this when they boot before getting to windows? If it does it from the BIOS on forward, then yeah, it's gotta be hardware - cant' be anything software such as drivers.

And as someone else mentioned earlier about testing with an external monitor: that'd be a quick easy test to verify if it's the monitor/screen or video card/software. And worst case scenario, the owner could pick up a cheap LCD monitor, and just use that if no issues there, assuming they use the laptop at a table or desk instead of in their lap.

"But thanks be to God, which giveth us the victory through our Lord Jesus Christ." 1 Corinthians 15:57