B787-800
Communication Breakdown; Situational Awareness; Time Pressure
Aircraft Equipment Problem Less Severe; Deviation / Discrepancy - Procedural Published Material / Policy; Ground Event / Encounter Other / Unknown
Flight Crew Overcame Equipment Problem; General Maintenance Action
Aircraft; Human Factors; Procedure
I was meeting Aircraft X; ZZZ to ZZZ1; a 787-8; at gate XX.   Operation of the jet bridge was normal; but when I went to do the safety check - knock on the door - I  noticed the window was blacked out.  I could not see the indicator light.  I knocked several times; and while doing so I contacted Zone 1; by phone; but no answer.  I finally reached Zone 2 and spoke to the Supervisor.   Finally; a Flight Attendant shown a flashlight into the window giving me the indication that I could open the door.   After opening the door; the Flight Attendant  informed me that all the door windows were blacked out.  The window remained dark; and towards the end of the deplaning; the window finally turned to a lighter color.  The Flight Attendant was the hero; using her flashlight to communicate with me that the door was safe to open.   I did ask the Purser about the situation and she said that the windows were in the landing mode and they were not in the nighttime mode.  I reported the situation to Supervisor and to Ops.
Gate Agent reported B787 door window remained dark; requiring the Flight Attendant to use a flashlight to improve visibility and allow the passenger door to be opened.