#35262 Screen Goes White

Resolved Created Aug 6, 2025, 3:09 PM Resolved Oct 15, 2025, 12:06 AM

System (internal) Aug 6, 2025, 3:09 PM

Created from Lead: https://artichoke.shield.syncromsp.com/leads/34094915/convert

Check-in (internal) Aug 6, 2025, 3:09 PM

This has happened twice now. I would be using the computer, and the screen would suddenly flash to just an off-white. I've included a picture to demonstrate.

When this happens, nothing can change the screen. No call/alt/delete. No Windows/L. I have to do a hard reboot, holding down the power button for a couple seconds.

I think this thing is brand new, so I'd have a hard time believing it was any sort of damage. Maybe it's a hardware issue? Or a bug in some sort of security software?

Quincy Walker
Events Manager
Big Sky Brewing
Phone: 406-781-1233
Web: www.bigskybrew.com

Artichoke Support - Peet (internal) Aug 6, 2025, 4:00 PM

My guess is a video driver issue, but I'll see if there are any crash dumps or logs about the failure. Could you please keep it plugged in and awake for me?

Thanks.Peet

customer-reply (internal) Aug 6, 2025, 4:30 PM

It’s plugged in and on. I just walked out of the office for an hour or so.

Quincy Walker
Events Manager
Big Sky Brewing
Phone: 406-781-1233
Web: www.bigskybrew.com
---------------------------------------------------------------

From: Artichoke Support - Peet <[email protected]>
Sent: Wednesday, August 6, 2025 10:00:51 AM
To: Quincy Walker <[email protected]>
Subject: Screen Goes White (message id: 97941405)

Artichoke Support - Peet (internal) Aug 6, 2025, 5:35 PM

Made sure there were no missing drivers ... there was one that *might* have something to do with hardware hangs ... could you please run the Dell Hardware Diagnostics:

- Power off your Dell computer.

-  Power it back on and immediately start pressing the F12 key repeatedly. This should bring up the One-Time Boot Menu.

- Navigate to "Diagnostics" using the arrow keys and press Enter.

- The ePSA diagnostics will begin automatically, running quick tests on various components.

- If a quick test identifies an issue, you can choose to run an extended test for a more thorough diagnosis.
If anything shows up, please let me know.

customer-reply (internal) Aug 6, 2025, 6:59 PM

It gave me a QR code, attached. Says all tests passed.

Quincy Walker
Events Manager
Big Sky Brewing
Phone: 406-781-1233
Web: www.bigskybrew.com
---------------------------------------------------------------

From: Artichoke Support - Peet <[email protected]>
Sent: Wednesday, August 6, 2025 11:35:14 AM
To: Quincy Walker <[email protected]>
Subject: Screen Goes White (message id: 97941405)

Artichoke Support - Peet (internal) Aug 6, 2025, 8:01 PM

Thanks for that. I figured it would pass, but absolutely worth checking ...

So this is one of those that we'll have to wait and see. There's no crash dumps from today or yesterday around when it happened. There's nothing obvious in the logs that I was able to spot. Was there anything plugged into the computer at the time of the failure(s)?

Cheers.Peet

Ticket Automation (internal) Oct 15, 2025, 12:06 AM

Automation AutoResolve-Waiting for Customer ran on this ticket. Actions: Change Status to Resolved