Dell's chat support @ 2AM looks like this..

9/14/2007 12:47:45AM Session Started with Agent (PARESH_149453)
09/14/2007 12:47:51AM Agent (PARESH_149453): "Thank you for contacting Dell Technical Support. My name is Paresh and my Rep ID number is 149453. How may I assist you today?"
09/14/2007 12:49:56AM Agent (PARESH_149453): "Not to rush you, are you still online with me?"
09/14/2007 12:50:03AM Jay Perry: "Yes im here"
09/14/2007 12:50:17AM Jay Perry: "When I close my laptop lid, the screen doesn't turn off"
09/14/2007 12:50:25AM Agent (PARESH_149453): "Thank you for the information. I’ll be glad to assist you. Please give me 2 to 3 minutes to pull up your account information."
09/14/2007 12:51:16AM Agent (PARESH_149453): "In the meantime, May I also have your telephone number, along with the area code to update our records?"
09/14/2007 12:51:25AM Jay Perry: "904-XXX-XXXX"
09/14/2007 12:51:41AM Agent (PARESH_149453): "Thank you for the information."
09/14/2007 12:52:09AM Agent (PARESH_149453): "My record shows that you have an Inspiron 1420 with Windows Vista Home as the operating system. Is this the system you need assistance with?"
09/14/2007 12:52:14AM Jay Perry: "Yes"
09/14/2007 12:52:36AM Agent (PARESH_149453): "Thank you for conformation"
09/14/2007 12:52:43AM Agent (PARESH_149453): "Are you using the same system to chat with us, with which you are facing the issue?"
09/14/2007 12:54:47AM Agent (PARESH_149453): "Not to rush you, are you still online with me?"
09/14/2007 12:55:37AM Agent (PARESH_149453): "Please let me know, if you are receiving my messages?"
09/14/2007 12:56:21AM Agent (PARESH_149453): "Since I am not receiving any response from you within the last 4 minute, I will be ending this session. Thank you for visiting Dell Technical Support.Also, feel free to visit us again at http://support.dell.com/support/topics/global.aspx/support/en/chat?"
&nbsp c=us&cs=19&l=en&s=dhs
09/14/2007 12:56:32AM Jay Perry: "no im on a different comp"
09/14/2007 12:56:50AM Agent (PARESH_149453): "Please respond always."
09/14/2007 12:57:06AM Jay Perry: "Ok"
09/14/2007 12:57:46AM Agent (PARESH_149453): "Are you using the same system to chat with us, with which you are facing the issue?"
09/14/2007 12:58:11AM Jay Perry: "No"
09/14/2007 12:58:13AM Jay Perry: "I'm not"
09/14/2007 12:58:51AM Agent (PARESH_149453): "Is it possible to connect the system through Internet?"
09/14/2007 12:58:55AM Jay Perry: "the 1420 is in front of me though if you need me to try anything"
09/14/2007 12:58:59AM Jay Perry: "yes it is."
09/14/2007 12:59:39AM Agent (PARESH_149453): "Okay.."
09/14/2007 12:59:58AM Agent (PARESH_149453): "I want to take control of the laptop to fix the issue."
09/14/2007 01:00:01AM Agent (PARESH_149453): "Is that fine with you?"
09/14/2007 01:00:30AM Agent (PARESH_149453): "*remote"
09/14/2007 01:00:41AM Agent (PARESH_149453): "Is that fine with you?"
09/14/2007 01:00:44AM Jay Perry: "You can't take control of it."
09/14/2007 01:00:51AM Jay Perry: "There is no remote software installed."
09/14/2007 01:01:46AM Agent (PARESH_149453): "I will provide that to you and let you know how I can do this."
09/14/2007 01:01:57AM Jay Perry: "it's a hardware issue anyways it's not going to be fixed by software"
09/14/2007 01:02:13AM Agent (PARESH_149453): "This is the issue with the hibernation."
09/14/2007 01:02:25AM Agent (PARESH_149453): "And we need to check the setting for the issue."
09/14/2007 01:02:34AM Jay Perry: "No, it's not, this is hardware"
09/14/2007 01:02:49AM Jay Perry: "the switch that tells the machine to turn off the LCD and backlight when I close the lid isn't working"
09/14/2007 01:02:54AM Jay Perry: "How do I get this repaired."
09/14/2007 01:03:19AM Agent (PARESH_149453): "Okay.."
09/14/2007 01:03:55AM Jay Perry: "I have hibernation turned off"
09/14/2007 01:04:02AM Jay Perry: "I have it set to "Do not sleep when I close the Lid""
09/14/2007 01:04:33AM Agent (PARESH_149453): "Okay.."
09/14/2007 01:04:45AM Jay Perry: "therefore if I close the lid, it should still turn the LCD off to conserve power but keep the laptop running still"
09/14/2007 01:05:20AM Jay Perry: "and it's not doing that, the backlight is completely on when the lid is closed."
09/14/2007 01:05:37AM Agent (PARESH_149453): "Okay.."
09/14/2007 01:06:29AM Agent (PARESH_149453): "Are you able to turn it off from the power button?"
09/14/2007 01:06:46AM Jay Perry: "pressing the power button shuts the laptop down"
09/14/2007 01:06:53AM Agent (PARESH_149453): "Okay.."
09/14/2007 01:07:52AM Agent (PARESH_149453): "Do you mean the system should turn off automatically when you close the lid?"
09/14/2007 01:08:55AM Jay Perry: "no"
09/14/2007 01:09:07AM Jay Perry: "it should do nothing when I close the lid, but it should still turn the lcd off"
09/14/2007 01:09:16AM Jay Perry: "because thats what laptops do, they turn off the LCD when you close the lid"
09/14/2007 01:10:01AM Agent (PARESH_149453): "Okay..I understand you."
09/14/2007 01:11:05AM Agent (PARESH_149453): "Please download the file from the link and install it."
09/14/2007 01:11:20AM Agent (PARESH_149453): "http://support.dell.com/support/downloads/download.aspx?c=us&l=en&s=gen&releaseid=R163012&SystemID=INS_PNT_PM_1420&servicetag=5QNPGD1&os=WLH&osl=en&deviceid=2861&devlib=0&typecnt=0&vercnt=2&catid=-1&impid=-1&formatcnt=1&libid=25&fileid=218854"
09/14/2007 01:11:42AM Agent (PARESH_149453): "Yes.you can copy it and paste in another page."
09/14/2007 01:11:45AM Agent (PARESH_149453): "Please ignore the previous statement.I am sorry for that."
09/14/2007 01:11:48AM Jay Perry: "I give up Paresh.. i'll call you guys in the morning."
09/14/2007 01:11:51AM Session Ended

 

That'll be the same service you get in the morning too...
They follow a script, it's like reasoning with a robot.

 

Well tech support are just scripted...

If you set the computer to go into hibernation or standby on lid closure is that happening? If so, then the lid switch isn't broken and the i1420 just doesn't turn off the screen when closed. There are laptops that leave the screen on when the lid is closed...

 

LOL?!

Interesting... Dell's chat agents are so weird..! Makes me wonder if they know what they're talking about...

 

So, all in all you left the guy hanging on the line for 5+ minuts while doing nothing? Why?

 

Well, after talking to other Vostro 1400 and 1420 users, their screen turns off when you close the lid.. mine's not doing this. I don't have hibernation on, it's set to "do nothing when I close the lid" most laptops should still turn the lcd/backlight off to conserve power. All of my other laptops have done this.. but this is the first i've seen that doesn't know when it's lid is closed or not.. thats why I think this is a hardware problem.

 

I find it easier to just diagnose my own Dell problems, then I call dell support and tell them what they need to fix. I've tried their chat support before, but it seems that they pretty much pin everything on software and are unwilling or unable to acknowledge hardware problems. In my experience, for hardware problems you pretty much have to call and arrange for it to be sent in for service.

 

I was away getting a drink while waiting in queue for chat.. didn't think it'd pop up that fast with an agent

 

they are always better over the phone than in the stupid chat thing i hate the chat sessions myself

 

mabye you should set it to " turn of monitor when I close the lid" or something similar.

 

No such option exists because WindowsXP/Vista does not natively know how to cut the power to the LCD.

 

Complete idiot.

I noticed the same level of intelligence when dealing with the online CSR's twice, and even on the phone with 2 different sales guys. All complete idiots - as with anything in life, you get what you pay for. My suggestion is to buy hardware from dell if you must (ordered a 1520 myself), and seek tech support from someone local, and if necessary take advantage of their return-to-depot service.

 

Expanding on that, a laptop has to have a hardware switch that is triggered when you close the lid, it's not software based.

 

Well for $1000 shipped, this laptop is amazing.. I love the fit and finish.. i'm just wondering why it won't turn the LCD off when I close the lid? Heh.

 

is there a latch that holds the lid in place? I know on my M1330 there is a magnet near the webcamera that actually signals the screen to shutoff when it hits another magnet in the palmrest. if your latch/magnet mechanism is bad it wont turn it off

 

Now thats a good question.. Since these 1420s don't have latches, i'd imagine your assumption is probably correct.. I believe there is a magnet there.. although I can't really tell it "grabbing" if there is a magnet.. almost like there may not even be a magnet. Would have to get someone with a 1420 to chime in on this..

On another note, I just received an e-mail from Parish saying how much of a pleasure it was "resolving" my issue. Rightttt..

 

Does the laptop correctly hibernate or sleep when you close the lid when those settings are turned on?

 

No I have it set to "Do nothing" when the lid is closed. And don't get this confused, this doesn't mean it's working as intended because it's not, laptops should still turn the LCD off when the lid is closed, even if the computer is running at full power. Like I said before, all my other laptops do this fine.

Setting it to "Do nothing" when you close the screen just means it will keep the laptop running as if you were sitting behind it.. I don't want it to sleep/hibernate. But at the same time, it shouldn't keep the LCD running strong while it's staring at the keyboard if you know what I mean.

 

Yes, yes, I understand your problem. However, my question is whether or not the settings "Hibernate" or "Sleep" work when enabled on lid-close. I'm asking this to help determine where in the hardware or software the problem might be.

 

Yeah, my 1520 doesnt actually turn off the backlight when I close the lid either, just like yours, and I have the same settings on as you.
Its not a problem, just the design.

 

Now this is interesting to hear.. in my other thread a 1420 user said his lcd/backlight do turn off when he gets about an inch away from closing it completely.

 

My current solution is to after 10 minutes, turn the screen off.. Which I think technically is cutting the power to the GPU circuit or something therefore the LCD turns off due to no signal.

 

You can’t say for sure that it is a hardware problem, because both hardware switch and Windows has to work together to accomplish this. Therefore as odin243 asked, set it to hibernate or Sleep and see whether it is working, because if it does, then we can rule out hardware.

Also remove any USB components (mouse, keyboard, printer etc..) connected to your notebook.

 

You guys can't be too hard on them. Just let them do whatever it is they want to do. In the end, if you cooperate, they'll do whatever you ask. It took me about 20 minutes to get my LCD replaced on my laptop. She asked a bunch of things that had nothing to do with anything, but I put up with it. Key is to be patient, then tell them what you want. I got in the chat and said, "I have a grainy screen, can you please replace it?" She went on for about 15 mintues about some crap, then I finally got it. So yeah..

 

Okay I enabled "Sleep when I close the lid" and it works properly.. so it knows when the lid is closed.. my guess is that these laptops really don't turn off the screen at all.. you have to make it cut the power to the entire laptop (sleep/hibernate) for it to work..

The problem I see with this, is that if i'm encoding a movie for example, and it's going to take 2 hours to finish and I need to transport my laptop from work to home, i'd like to be able to close the lid and have it continue encoding the movie without it going into sleep mode, since sleep mode would cause it to error out upon starting back up. So I could still accomplish this, however the backlight/LCD remain ON even while the lid is closed.. Any other laptop i've used it will cut the power to the LCD/backlight as soon as you close the lid no matter what power setting you are using in Windows.

Make sense? I see this as a Design flaw if my laptop is working as intended.

Jay

 

Well, it seems like you have an isolated case(except of course for the 1520 user above). If you take my advice, you'll get your problem fixed rather quickly.

 

Here's a picture of what i'm talking about...



The lid is completely closed.. yet as you can see, the lcd/backlight remains on.. Why? I have no idea.. it's not like there's any positives to having the LCD on when the lid is closed.

 

It is not a design flaw, because for others it is working, and now we also know that it’s not a hardware problem in yours either. Therefore it has to be either a driver or a program error. Try updating all your drivers (especially the graphics driver) and see if there are any driver related non critical Windows updates. Some programs like media players can also stop the display from turning off, so it can also be a software issue.

One more thing, video encoding requires heavy processing and lot of hard disk activity, therefore it is better not to transport your notebook while encoding (especially if you are using a carrying case!)

 

Well I have a 1720 and have it on the same settings as you. My LCD turns off about 1 to 1 1/2 inches away from closing. My GF's Vostro 1500 does the exact same. I'd imagine there is a software flaw, especially if sleep/hibernate works on closing.

 

Yeah, I wouldn't be doing that as I'd rather keep my laptop working for a good long while. If you don't have time to do an encode, just set everything up and start it when you're going to be in one place for a while with the laptop.

It is puzzling why the backlight doesn't turn off though. If you run into one of these (hopefully) rare situations, you could just set the screen to turn off after 1 minute. I do that when I'm using my laptop to check things while I'm watching stuff on my projector, so the glaring light from the laptop doesn't stay on.

 

A lot of laptops have a little plastic tab sticking out at the base of the LCD, which pushes into a small hole at the top of your keyboard when you close the lid...that's how it knows to turn the LCD off...that's what IBM Thinkpads have anyways...

Is it similar on yours? You should be able to take a pen and poke it in the hole, to push the little button down, and it should turn your LCD off...that's one way to determine if it's hardware. Mind you, I don't know if that's what the 1420 has, but I'm just throwing some more options into the mix

 

If you want the lcd to turn off when you close the lcd, you need to change the setting of the system. It seems that you set the setting to do nothing when the lcd is close, you should change that so that when the lcd is close it should automatically go to standby and not hybernation.

 

What he is getting is the equivalent of closing your fridge door and the light staying on. I would say 99.9% it's a hardware problem.

This is true for any laptop since... since I can remember. Set your power settings to do nothing, slowly close the lid, very near closed the LCD lamp will go off even if the system doesn't sleep or anything.

This is how mine works and how they should all work.

 

Yes, this man was able to explain it how I could not.. I still don't believe how software could fix this. We know how that the lid-trigger switch works fine because it knows when to go into sleep. The backlight is turning off because the laptop is essentially saving state and turning off. There's probably another hardware switch that knows when to turn the backlight off and keep the computer on and thats what I think isn't working properly.

Jay

 

Have you tried closing the lid while in the BIOS screen? On every laptop I have used even at the BIOS screen the backlight will go off when the lid closes.

If in the BIOS it still doesn't turn off then it's not a driver problem.

 

Wow! It does turn off in the BIOS screen! So I guess it's software? But this would be the first laptop i've owned that keeps the backlight on in Windows when the lid is closed.

 

Well if it happens in BIOS I guess it's that .01% that it's not hardware as that really does point to hardware being the issue.

Maybe try ghosting off your drive and doing a fresh install of windows or something... maybe a problem with the image dell uses for the 15xx series...

 

Well im running WindowsXP on the machine.. Maybe XP doesn't support something properly for the lid.. but all my other (yet older) laptops have a physical switch that forces the screen off when the lid is close.. I'm thinking Dell uses some type of sensor now or something.. and it has to be properly supported by the OS I guess.

Jay

 

My 5 year old inspiron 8200 doesn't have any external button that says that it's closed. Maybe it has something internal to the hinge or something. My friend's old HP has the little button, though. I used to have fun reaching over and tapping the button and making his laptop go to standby while we were in class

 

It's usually built into the hinge nowadays... the 1400 doesn't even have a latch to touch and you will note that with most laptops the screen goes off a good half inch before it closes...

 

It is a flaw. I have my computer, also a 1520, set to "Do Nothing" when I close the lid. Closing the lid turns the screen/backlight off, as it should. Opening the lid turns the screen back on. This is how it should be.

 

Well, if you're in the BIOS settings when you close the lid, it actually turns it off.. what about the BIOS is different from being booted into Windows?

Crash, are you using XP or Vista?

 

The difference is that in the BIOS, no software or drivers have been loaded, by definition. So that means that almost 100% certainty that it's a software or driver issue (or some sort of Window's setting that got ****ed up.

 

Exactly, anything that doesn't work in windows but does work outside windows is a windows problem (driver or otherwise).

If your foot hurts when you are in your car, but is fine when you are not in your car, it's obviously your car is hurting you.

If your laptop works outside windows, but doesn't work in windows, it's obvious something in windows is causing the problem.

 

Well the same WindowsXP is loaded on my X300 and LCD turns off when I close it.. so I dunno at this point, i'll probably be switching back to Vista on my 1420 just for the sake of getting used to Vista so i'll be seeing soon if the LCD turns off when I close it then...

Thanks to all who's helped get to the bottom of this...

 

As I said several pages back, it is NOT A HARDWARE PROBLEM !. It’s a windows driver or an application error. Pinpointing it however, is going to be tough. Try updating drivers, and then try unloading all background applications, because some applications can mess up power saving options.

 

uh, why are you all flaming the dell dude?

clearly the OP is in the wrong

it is a software problem and not hardware...


as usual

"Ignorance more frequently begets confidence than does knowledge" - Charles Darwin

 

Sorry to hear about how this went for you, my expiereineces with Dell have been no better, actually far worse.

I must admit the diolog was good for a giggle or two!

 

I doin't think new laptops even use a switch. My 1520 screen doesn't turn off when i close it, i hate that.

 

I'm using Vista Home Premium 32-bit.

My screen definitely does, as it should. I've done a clean install on my machine and installed the drivers from the Dell Drivers disk. I also checked for driver updates from the Dell support website. Maybe some pre-installed software from Dell is causing this problem...