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cathaleen
Silver

Inspiron 3847 Desktop HDMI Does Not Wake Monitor

Just purchased an Inspiron 3847 desktop with integrated graphics to evaluate if we should get them for our company.  Connected an ASUS monitor via HDMI and did not get video.  Could not figure out what was going on so connected via VGA instead and it worked as expected.  Ultimately determined that the Inspiron is not sending a wake up signal to the monitor.  Tried the monitor on a different model computer and it worked correctly.  Tried a different HDMI cable with the monitor and the Inspiron but no change.  So it means that using an HDMI monitor on the Inspiron 3847 one has to turn on the monitor after the computer is started in order for it to connect via HDMI.  Checked to see if there was a BIOS update but I have version 2 that was just recently released.  Any suggestions on how to make the Inspiron wake up the monitor when the system is powered on or taken out of sleep mode? 

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32 Replies
cathaleen
Silver

RE: Inspiron 3847 Desktop HDMI Does Not Wake Monitor

Well thanks for all who may have looked but could not think of a solution.  This system will just go back.  If it can't wake up an HDMI monitor then it is of no use to us.  Dell support blamed the monitor and ASUS blames the HDMI card noting that the issue occurs before the system even boots... meaning it is a fundamental hardware issue.  Perhaps Dell will fix it with the next BIOS update.  Unfortunately for Dell I don't want to be a beta tester for Dell's new desktop.

cathaleen
Silver

RE: Inspiron 3847 Desktop HDMI Does Not Wake Monitor

Thought I would try contacting technical support again... but just wasted more time. 

No suggestions were made whatsoever. 

Only said 'since it is an out of box issue to contact customer support.' 

I have contacted customer support via the email request for to return the system. 

Dell computer fail.  Dell technical support fail.  Dell forum fail.  Dell technical support fail again. 

 

01/22/2014 11:27:45AM

Session Started with Agent (CLKsmb_Analyn_230606)

01/22/2014 11:27:45AM

Customer: "Inspiron 3847 with integrated graphics.   System will not wake up monitor when connected to HDMI port. Need to power on   monitor after Windows is fully booted. Not normal. Computer functions   normally when monitor is connected to VGA port."

01/22/2014 11:27:55AM

Customer: "service tag *******"

01/22/2014 11:28:01AM

Customer: "inspiron 3847 desktop"

01/22/2014 11:28:19AM

Customer: "monitor does not wake up on boot when connected to HDMI port"

01/22/2014 11:28:26AM

Agent (CLKsmb_Analyn_230606): "Thank you for   contacting Dell Basic Warranty Support. My name is Analyn. I will be happy to   assist you."

01/22/2014 11:28:37AM

Customer: "works normally when monitor is connected via vga port."

01/22/2014 11:28:37AM

Agent (CLKsmb_Analyn_230606): "Jjust in case I need to follow-up regarding this case, can I reach you at the number ***********   or email you at **************?"

01/22/2014 11:28:45AM

Customer: "email please"

01/22/2014 11:29:17AM

Agent (CLKsmb_Analyn_230606): "Do you happen to have an alternate phone number where I can also reach you?"

01/22/2014 11:29:28AM

Customer: "no thank you. email please"

01/22/2014 11:29:36AM

Agent (CLKsmb_Analyn_230606): "May I put you on hold   for 2 to 3 minutes to pull up your records?"

01/22/2014 11:30:03AM

Customer: "***** company name and mailing address  provided to proactively verify ownership/warranty status"

01/22/2014 11:33:01AM

Customer: "hello?"

01/22/2014 11:33:11AM

Agent (CLKsmb_Analyn_230606): "Please wait."

01/22/2014 11:33:15AM

Customer: "it is over 3 minutes"

01/22/2014 11:34:08AM

Customer: "helllo?"

01/22/2014 11:34:40AM

Agent (CLKsmb_Analyn_230606): "Thank you for   waiting."

01/22/2014 11:34:44AM

Agent (CLKsmb_Analyn_230606): "To give you an update, you still have an active Hardware Warranty contract that will expire   on January 16, 2015."

01/22/2014 11:35:07AM

Customer: "do you have the number for customer service? i think it is best if i just return this system."

01/22/2014 11:35:09AM

Agent (CLKsmb_Analyn_230606): "Does the Monitor woks on another computer?"

01/22/2014 11:35:23AM

Customer: "already answered that in the description and troubleshooting section. "

01/22/2014 11:35:38AM

Agent (CLKsmb_Analyn_230606): "The number for Customer Care Support at 1-800-456-3355 `"

01/22/2014 11:35:39AM

Customer: "and I don't want to be the one to have to beta test your new model system"

01/22/2014 11:36:11AM

Customer: "do you have any suggestion on how to resolve the problem I have experianced with your system, and that i have   wasted over two hours trying to troubleshoot?"

01/22/2014 11:36:19AM

Customer: "or do you only wish to ask me to wait some more?"

01/22/2014 11:36:59AM

Agent (CLKsmb_Analyn_230606): "Is the monitor working on another computer?"

01/22/2014 11:37:31AM

Customer: "yes, and it works on this computer *if*   it is turned on after the computer is fully booted into windows."

01/22/2014 11:38:04AM

Customer: "the HDMI port does not work when the system is initially booted so the user does not see the dell logo during   post"

01/22/2014 11:38:15AM

Customer: "the user does not see the option to enter setup"

01/22/2014 11:38:27AM

Customer: "the user does not see the windows logon page."

01/22/2014 11:39:00AM

Customer: "but if the computer has fully booted windows and then turns the monitor off and back on then it see the hdmi   signal is present."

01/22/2014 11:39:24AM

Customer: "the inspiron 3847 fails to send a wake up command to the monitor when connected via HDMI"

01/22/2014 11:39:33AM

Customer: "when connected via VGA it works normally"

01/22/2014 11:39:46AM

Customer: "have tried multiple monitors on this system and the same thing happens."

01/22/2014 11:40:14AM

Customer: "something is wrong with the inspiron 3847 hardware as this is an issue that exists before windows even starts"

01/22/2014 11:40:20AM

Customer: "it happens at post"

01/22/2014 11:40:31AM

Customer: "i can't believe that i am the only one with this issue."

01/22/2014 11:40:40AM

Customer: "are you sure there is no service bulliten about it?"

01/22/2014 11:40:49AM

Customer: "hello?"

01/22/2014 11:40:56AM

Customer: "did Dell just waste more of my time"

01/22/2014 11:40:56AM

Agent (CLKsmb_Analyn_230606): "None, there is no service bulletin."

01/22/2014 11:41:06AM

Customer: "writting things that are not being read by anyone?"

01/22/2014 11:41:16AM

Customer: "so the machine just does not work and that is ok with dell?"

01/22/2014 11:41:38AM

Agent (CLKsmb_Analyn_230606): "Since this is an out of the box issue, please contact the customer care support."

01/22/2014 11:42:22AM

Customer: "it is going back in the box and i will call customer care and tell them that it is a piece of useless junk and that   you could not offer any suggestion on troubleshooting"

01/22/2014 11:42:31AM

Customer: "thanks for wasting my time."

cathaleen
Silver

RE: Inspiron 3847 Desktop HDMI Does Not Wake Monitor

Three days later and no response from dell after completing the form on dell.com to request to return this machine.  

I did receive an email confirmation staying  that they would contact me in 24 hours But nothing since.

is this a new way for Dell to make a bad situation worse?

Does anyone have a suggestion on how to proceed other than calling my credit card company to dispute the charge?

cathaleen
Silver

RE: Inspiron 3847 Desktop HDMI Does Not Wake Monitor

13 days later Dell finally responds to the 1/22/2104 return request summited on Dell.com. They did send out an email reply on 1/22/2014 that said they would contact us "within the next 8 hours" so obviously they did receive the request... And yet today's message did not include any instructions on where to ship the defective computer or include a return shipping label. We are poised to replace all the desktops in our office and Dell just showed us who we should not purchase from. Not just because the Dimension 3947 has a problem with the HDMI port, but because their customer service is non-existent, as is the help from the community forum.
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davidwso
Copper

RE: Inspiron 3847 Desktop HDMI Does Not Wake Monitor

Thank you for taking your time to write up about Dimension 3947's problem.  

I have the same system for about two months and have been using the VGA cable all this time. 

I am in the process of switching to HDMI cable and you have save me some time with

the DELL support.

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robgil
Bronze

RE: Inspiron 3847 Desktop HDMI Does Not Wake Monitor

In fairness you won't get anywhere talking to people like you do.

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SherrySym
Copper

RE: Inspiron 3847 Desktop HDMI Does Not Wake Monitor

I had the same problem, Cathaleen, but fortunately got better help from Dell than you did.  I just purchased an Inspiron 3847 desktop from Dell, and also bought a brand new ASUS monitor from amazon.  Worked fine with the VGA cable, but didn't work with the HDMI cable.  The solution is actually simple, and you only have to do it once and you'll be good to go. Basically, you need to switch the monitor to HDMI input while it's on the VGA cable. Then remove the VGA cable and install the HDMI cable.  Here's how to do this: 1.hook your desktop to the monitor with the VGA cable. 2. Punch the "menu" button on the ASUS monitor.  3. Scroll down to "Input Select" using the "down" button on the monitor (just to the left of the menu button). 4. Punch the menu button to move over to the list of cables 5.  Scroll down to select  HDMI. 5. Remove the VGA cable, and install the HDMI cable.
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SherrySym
Copper

RE: Inspiron 3847 Desktop HDMI Does Not Wake Monitor

I had the same problem, but fortunately got better help from Dell than Cathaleen did.  I just purchased an Inspiron 3847 desktop from Dell, and also bought a brand new ASUS monitor from amazon.  Worked fine with the VGA cable, but didn't work with the HDMI cable.  The solution is actually simple, and you only have to do it once and you'll be good to go. Basically, you need to switch the monitor to HDMI input while it's on the VGA cable. Then remove the VGA cable and install the HDMI cable.  Here's how to do this: 1.hook your desktop to the monitor with the VGA cable. 2. Punch the "menu" button on the ASUS monitor.  3. Scroll down to "Input Select" using the "down" button on the monitor (just to the left of the menu button). 4. Punch the menu button to move over to the list of cables 5.  Scroll down to select  HDMI. 5. Remove the VGA cable, and install the HDMI cable.

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cconnors56
Bronze

RE: Inspiron 3847 Desktop HDMI Does Not Wake Monitor

I just purchased this same system (Inspiron 3847), bought a Dell S2415H Monitor and used included HDMI cable.   Same issue.   Are you kidding me?    C'mon dell...this doesn't work even with your own equipment!

I see the workaround above and will attempt this, but what happens after a power outage, or being unplugged.  I cannot have non-tech folks trying to figure out why their monitor won't work.

I bought this strictly so that I could use HDMI, not so that I would need to revert to VGA input.

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