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4 Posts
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470
March 25th, 2021 11:00
Customer Support - Very Bad Experience
Contacted customer service after purchasing a notebook for my Rotary club. There was an issue when running in multiple display modes (and still is) when connecting the second monitor through the HDMI port.
Bottom line is that I am reasonably sure the fault is with the machine's HDMI port. The service department has not acknowledged this, and does not respond to my most recent messages. They asserted a few days ago, without any backup evidence as near as I can tell, that it's a software problem. They want me to buy a software support package.
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DELL-Cares
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March 26th, 2021 05:00
We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.
rotarybrentwood
4 Posts
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March 26th, 2021 05:00
[ ref:_00D0bGaMp._5002 R1HVbuP:ref ]
DELL-Jesse L
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March 26th, 2021 05:00
rotarybrentwood,
What is the issue you are having with the HDMI port?
rotarybrentwood
4 Posts
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March 26th, 2021 07:00
I am unable to reliably connect a second monitor through the HDMI port. The connection begins, but I get the blue screen of death when I subsequently try to run anything in the secondary window. I have duplicated the problem using a different external monitor. However, both monitors work perfectly if I connect through the USB-C port.
DELL-Jesse L
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March 26th, 2021 07:00
rotarybrentwood,
What are the monitor models you are connecting to the computer? What does the BSOD post when trying to run in a second Window?
What is the version of the HDMI cable you are connecting to the computer. Have you tried a different cable?
Dell-Jesse L
rotarybrentwood
4 Posts
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March 26th, 2021 13:00
I would recommend that you check the record of my email thread with Support, if it's available to you.
I have tried multiple HDMI cables and two different external monitors--all with identical results. I have used the display control panel to extend and to duplicate the main display of the laptop--all with identical BSOD results.
When i use the same HDMI cables and the same monitors with a USB-C adapter in the same machine, all extended display functions work perfectly. It is only in connection with the HDMI port that the problem arises.
Error message on BSOD: Stop code: Video TDR Failure What failed: nvlddmkm.sys