I posted this thread to the Alienware Desktops forum. After that, the reply that DELL-Chris M has given me helped me learn the name of the issue and that the problem isn't covered by the Premium Panel Guarantee for pixel defects. Also, he urge me to post the thread to this forum, so Alienware technicians can work on this. Thanks for taking the time to read this, and thanks to DELL-Chris M for taking the time to reply, and helping me understand the issue.
* To what specific PC model, AMD video card model, operating system is the AW2518HF AMD FreeSync monitor attached?
* Here is the AW2518HF AMD FreeSync monitor User's Guide
* Go to page 32, "Using the On-Screen Display (OSD) Menu" * Open the Menu * Go to Others * Go to Factory Reset to, "Reset all settings to the factory preset values"
* Go to page 53, "Built-in Diagnostics"
* Run the disconnected from PC video card Built-in Diagnostics. If you do not see the horizontal lines when running the Built-in Diagnostics, then the AW2518HF is working. The fault lies with either: video card driver cable video card port
Hi! Sorry we're late to the party, we can help you out as well if Chris is not around. You can send a PM to @DELL-Cares and we'll intercept it to help you out with the monitor.
Hello and thanks for your reply! Firstly, it seems that I made a mistake when I wrote the service tag number, the correct one is the following: . Secondly, the monitor is connected to a Nvidia GTX 1050 Ti 4GB graphics card (and the monitor is connected to my pc via displayport 1.2). Also, I used the Built-in Diagnostics tool, with the provided information from the User's guide and your reply. The problem continues to exist even when I completely disconnect the pc from it and/or run the Built-in Diagnostics tool. Lastly, I wanted to mention that the issue is more mild when I tone down the refresh rate from 240Hz. I am very sorry for the late response, I replied to the email that was send to me from Dell EMC Community, and only after a while I realized that I can't reply to that specific email address(.noreply@dellcommunity.dell.com).
Thank you again for trying to help me out, have an awesome day
We have not received a reply from you with the pictures of the colored screens. If you return at a later date, please send DELL-Cares a private message.
If you're getting lines on self test no pc connected, you have a hardware problem with the monitor, and it is unlikely anything you could fix. Hopefully you can do a warranty exchange.
As I stated in my previous reply, the problem continues to exist even when I completely disconnect the pc from the monitor. Though, is more mild when I tone down the refresh rate from 240Hz. You can see it in the following pictures, where I run the built-in diagnostics tool. I am really sorry that it took me so much time to reply, I had some personal issues and didn't really have the time or energy to sit on my computer, so I completely forgot about it. Again, I am really sorry...
Mine has actually done the same thing. It happened over night. It is the same exact thing. The line at the top along with the horizontal lines. Exact same pattern. Is there anything you did to fix it? Or did you just use your warranty?
Sadly, no. I wasn't able to fix the problem, and I didn't want to use the warranty. Because, the horizontal line problem isn't covered by the Alienware premium warranty. So, if I send the monitor, I will get a used replacement unit... And after some research, I found a couple post's which mentioned that the replacement unit's they got from Dell where worse than those they send back...
Well, hopefully you returned it and got your money back.
Remember, these are consumer/gaming monitors. Apparently, they were engineered only to consumer quality level. The Dell support you are getting also seems to be "consumer class".
I've been buying Dell Ultra-Sharp monitors for years now (for our business and clients). They seem better built and more dependable. I can't say I've ever had one malfunction in any way. But if I did, I'm sure the level of support (including general handling and explanations) I would get would be different. Businesses and enterprise customers would not be putting up with any of this.
Did you find a solution? I have the same issue on my Alienware AW2518HF, only on my panel there are multiple lines, and some more pronounced than others. Apparently, this issue is not covered by the Alienware premium warranty either, so because the problem manifested itself after the 30 day window that I could get a new replacement, I must make do with a refurbished one. And after some research, I found some articles in which people mentioned that the refurbished replacements they got, where worse than those they send. Anyways, wish best of luck to you.
Flowessense
1 Rookie
•
7 Posts
0
November 11th, 2019 11:00
I posted this thread to the Alienware Desktops forum. After that, the reply that DELL-Chris M has given me helped me learn the name of the issue and that the problem isn't covered by the Premium Panel Guarantee for pixel defects. Also, he urge me to post the thread to this forum, so Alienware technicians can work on this. Thanks for taking the time to read this, and thanks to DELL-Chris M for taking the time to reply, and helping me understand the issue.
DELL-Chris M
Community Manager
•
56.9K Posts
0
November 13th, 2019 10:00
* To what specific PC model, AMD video card model, operating system is the AW2518HF AMD FreeSync monitor attached?
* Here is the AW2518HF AMD FreeSync monitor User's Guide
* Go to page 32, "Using the On-Screen Display (OSD) Menu"
* Open the Menu
* Go to Others
* Go to Factory Reset to, "Reset all settings to the factory preset values"
* Go to page 53, "Built-in Diagnostics"
* Run the disconnected from PC video card Built-in Diagnostics. If you do not see the horizontal lines when running the Built-in Diagnostics, then the AW2518HF is working. The fault lies with either:
video card driver
cable
video card port
Alienware-Joe
671 Posts
1
November 14th, 2019 13:00
Hi! Sorry we're late to the party, we can help you out as well if Chris is not around. You can send a PM to @DELL-Cares and we'll intercept it to help you out with the monitor.
Flowessense
1 Rookie
•
7 Posts
0
November 14th, 2019 13:00
Hello and thanks for your reply! Firstly, it seems that I made a mistake when I wrote the service tag number, the correct one is the following: . Secondly, the monitor is connected to a Nvidia GTX 1050 Ti 4GB graphics card (and the monitor is connected to my pc via displayport 1.2). Also, I used the Built-in Diagnostics tool, with the provided information from the User's guide and your reply. The problem continues to exist even when I completely disconnect the pc from it and/or run the Built-in Diagnostics tool. Lastly, I wanted to mention that the issue is more mild when I tone down the refresh rate from 240Hz. I am very sorry for the late response, I replied to the email that was send to me from Dell EMC Community, and only after a while I realized that I can't reply to that specific email address(.noreply@dellcommunity.dell.com).
Thank you again for trying to help me out, have an awesome day
DELL-Chris M
Community Manager
•
56.9K Posts
0
November 18th, 2019 05:00
We still need to see pictures of the colored screens showing the issue when running the disconnected from PC video card Built-in Diagnostics.
DELL-Chris M
Community Manager
•
56.9K Posts
0
November 19th, 2019 06:00
We have not received a reply from you with the pictures of the colored screens. If you return at a later date, please send DELL-Cares a private message.
r72019
6 Professor
•
5.3K Posts
1
December 22nd, 2019 10:00
If you're getting lines on self test no pc connected, you have a hardware problem with the monitor, and it is unlikely anything you could fix. Hopefully you can do a warranty exchange.
Flowessense
1 Rookie
•
7 Posts
0
December 22nd, 2019 10:00
As I stated in my previous reply, the problem continues to exist even when I completely disconnect the pc from the monitor. Though, is more mild when I tone down the refresh rate from 240Hz. You can see it in the following pictures, where I run the built-in diagnostics tool. I am really sorry that it took me so much time to reply, I had some personal issues and didn't really have the time or energy to sit on my computer, so I completely forgot about it. Again, I am really sorry...
frankze24
1 Message
0
February 11th, 2020 14:00
Mine has actually done the same thing. It happened over night. It is the same exact thing. The line at the top along with the horizontal lines. Exact same pattern. Is there anything you did to fix it? Or did you just use your warranty?
bjjebay
1 Message
0
April 24th, 2020 09:00
I am actually having this exact issue, any known fix?
mako64
2 Intern
•
676 Posts
0
April 24th, 2020 11:00
Just to make sure... do you have the monitor DP or HDMI cable connected to your graphics card port.
mako64
2 Intern
•
676 Posts
0
April 24th, 2020 11:00
awesome !!!
Flowessense
1 Rookie
•
7 Posts
0
April 26th, 2020 10:00
Sadly, no. I wasn't able to fix the problem, and I didn't want to use the warranty. Because, the horizontal line problem isn't covered by the Alienware premium warranty. So, if I send the monitor, I will get a used replacement unit... And after some research, I found a couple post's which mentioned that the replacement unit's they got from Dell where worse than those they send back...
Tesla1856
8 Wizard
•
17.4K Posts
0
April 26th, 2020 11:00
Well, hopefully you returned it and got your money back.
Remember, these are consumer/gaming monitors. Apparently, they were engineered only to consumer quality level. The Dell support you are getting also seems to be "consumer class".
I've been buying Dell Ultra-Sharp monitors for years now (for our business and clients). They seem better built and more dependable. I can't say I've ever had one malfunction in any way. But if I did, I'm sure the level of support (including general handling and explanations) I would get would be different. Businesses and enterprise customers would not be putting up with any of this.
Flowessense
1 Rookie
•
7 Posts
0
May 2nd, 2020 09:00
Did you find a solution? I have the same issue on my Alienware AW2518HF, only on my panel there are multiple lines, and some more pronounced than others. Apparently, this issue is not covered by the Alienware premium warranty either, so because the problem manifested itself after the 30 day window that I could get a new replacement, I must make do with a refurbished one. And after some research, I found some articles in which people mentioned that the refurbished replacements they got, where worse than those they send. Anyways, wish best of luck to you.