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jake7323
Bronze

U2417H, Precision 3520, WD15 dock, momentary blackouts

We recently purchased some machines, docking stations and monitors for 2 employees in our office building. The machines are Precision 3520 workstations (32GB model), the docking stations are WD15's (k17a) and the monitors as shown in the title are U2417H monitors. The problem they've been reporting, is that the monitors will go black momentarily (maybe for 2-5 seconds) and they'll come back as if nothing happened. This is happening frequently enough day in and day out, that it is distracting them from their work. We've done everything we can think to troubleshoot the issue. We've done clean installs of the Dell approved nvidia graphics card drivers, reinstalled the Intel HD graphics driver, installed the monitor drivers (formally they were generic uPnP windows monitor drivers), updated the BIOS and other Dell drivers via the driver detect utility, updated the docking station firmware, switched out docks and cables (the docks they were using were swapped , changed settings on the monitor themselves, and even got a replacement machine sent out, which didn't change a thing. At this point, myself and the IT department feel we're going down the rabbit hole, trying everything we can think of to resolve the issue. Any assistance would be greatly appreciated.

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21 Replies
Moderator
Moderator

RE: U2417H Monitors flickering/turning off and back on frequently

Hi,

Welcome to our community. We'll surely try to assist you. We'd like to appreciate you for trying almost all the troubleshooting steps before you reached out to us. Please try the following steps and let us know the results.
1. Make sure that the video cable is connected properly with the monitor and the computer.
2. Reset the monitor to the Factory Settings.
3. Run the self-test feature and determine if the intermittent problem occurs in the self-test mode.

Thank you,
Lijo Joshi
Social Media and Community Professional
Order Status
Download Drivers

 

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jake7323
Bronze

RE: U2417H Monitors flickering/turning off and back on frequently

I apologize that I wasn't specific enough in my original post, when you've tried seemingly hundreds of different potential solutions, it gets difficult to recall all of them when typing out a post. Of course I've ensured the cables were connected properly. I think that after replacing the cables once, I would be sure to properly connect the cables at least the second time around... As for the resetting to the factory settings, I have tried that as well and the issue still occurs. I've replaced the flickering monitors with monitors that have no flickering issues on a particular machine, and the once-working monitors are now flickering when we dock the 3520 machine to the WD15 dock. At this point I don't know if there can be anything suggested that we haven't tried.

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Moderator
Moderator

RE: U2417H Monitors flickering/turning off and back on frequently


Hi. That's alright. Thank you for trying the step. Please let us know the following and perform the suggested troubleshooting steps. Let us know the results.


>> Do the U2417H ever have this issue when connected directly to a desktop computer?


>> Remove the WD15 dock from the troubleshooting chain. Test these two configurations =


Precision 3520 HDMI out port --> HDMI to HDMI cable --> U2417H HDMI in port


Precision 3520 USB Type-C out port --> USB-C to mDP adapter --> U2417H mDP to DP cable --> U2417H DP in port USB-C to mDP adapter.


Here's the link to find the USB-C to mDP adapter.

Thank you,
Lijo Joshi
Social Media and Community Professional
Order Status
Download Drivers

 

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leaves_2002
Copper

RE: U2417H, Precision 3520, WD15 dock, momentary blackouts

I have also had this error. Mine is with a Latitude 5480, WD15, and a P2417H. I also completed all of the trouble shooting steps and found that when the monitor was connected direct to the laptop there were no issues. However, when it was connected to the wd 15 (multiple configurations) the blackouts would return. i spoke with Dell Tech chat and they sent out a replacement docking station (wd15.) I have not been able to verify that the problem is fixed due to the user being out on extended leave with her laptop. However, i am betting it will still have an issue when she returns.

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RE: U2417H, Precision 3520, WD15 dock, momentary blackouts

We have the EXACT same problem with our Precision 3520 workstations (blanking screens for several seconds at random times). We even use the same monitors (U2417H), but the problem also shows up on different monitors (iiyama and Dell U2412M screens). We have tried the exact same measures as you describe without success.

I have done some research and it seems there are similar cases but with different Dell laptops (XPS15 for example), and they all use the USB-C dockingstation (WD15, TB15 or TB16). My guess is that the USB-C technology is to blame.

Also: have you tried using the Precision 3520 with the WD15 dock with only ONE monitor connected? That seems to solve the problem in our case. We have one user who uses the Precision 3520 with a single monitor all day and has not reported any problem.

I use one of the 3520 workstations and I have tried it myself: problem with blanking and flickering does NOT occur with one screen, only with DUAL SCREEN setup.

We have contacted Dell Pro Support a lot the last few months and they are out of options. We are avoiding all workstations from Dell that use the USB-C technology and we continue buying Latitudes with E-port connections because we know they work.

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jake7323
Bronze

RE: U2417H, Precision 3520, WD15 dock, momentary blackouts

It's extremely frustrating and we still haven't heard any conclusion from Dell. We eventually replaced the two 3520's with 5520's since we have other employees using those machines with the WD15 dock and they're experiencing zero issues. We're re-purposing the 3520's for employees who do not use a dock, since the laptop itself doesn't seem to have any issues. The strange thing is - my coworker and I both have 3520's and WD15 docks and don't experience any issues with blanking monitor screens. The only difference between our machines and the problematic 3520's is that our machine doesn't have the backlit keyboard or the fingerprint scanner and security card slot on the left side.

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RE: U2417H, Precision 3520, WD15 dock, momentary blackouts

Hi Jake. Could you tell me if you use a dual screen setup with your 3520?

In our particular case we use Precision 3520's with backlit keyboard but without fingerprint scanner and security card slot.

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jake7323
Bronze

RE: U2417H, Precision 3520, WD15 dock, momentary blackouts

The set up our employees were using was 2 external monitors and the laptop monitor, so technically three monitors total. That's how both my coworker and I run our machines on our WD15 docks, and we don't experience any issues. I've read a suggestion somewhere to close the laptop and use just the 2 external monitors. We never tried it because we already had the 5520's in place before reading the suggestion - but even if that did work to prevent the blanking monitors, in my eyes it's still just a work around and more of a "band-aid" than a fix.

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ESMS Global
Copper

RE: U2417H, Precision 3520, WD15 dock, momentary blackouts

The issue isn't the machines. Its the WD15 dock. Same issues and worse are experienced at our end with 5480 laptops and U2414H monitors. The WD15 dock after firmware update supposedly to fix DP instability introduced artifacts on screen when using HDMI to HDMI setup as the DP side just would not work. Brand new hardware out of the box by the way. The monitors themselves are no superstars either, also exhibiting similar behaviour under different circumstances.

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