josh6023
1 Nickel

S2716DG not connecting through display port from boot up

I purchased a refurbished S2716DG monitor a couple weeks ago. Whenever I turn my PC off and back on, the monitor doesn't power on. It's receiving power and I can change the DP or HDMI input settings, but it goes straight into power saving mode.

The PC is recognizing the monitor being plugged in; I have a dual monitor setup with the S2716DG and a regular TV (DP for S27, HDMI for TV) and the TV screen will recognize the monitor as plugged into the video card when I unplug DP and plug it back in. Nvidia alerts me a g-sync device is available and I can hear the connection ping sound, but when I open the nvidia control panel the TV is listed as display 2 without a display 1 (the S27 is listed as 1 whenever I get it to work).

The monitor works fine from HDMI, and doesn't have any issues with boot up. Deep sleep has been disabled. It wakes fine when I have the PC sleep, but if I shut down to update or anything, it won't recognize the S27 from DP.

I'm running a home built PC with Windows 10 64 bit, ASUS GTX 970 (1 HDMI, 1 DP input).

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12 Replies
Moderator
Moderator

RE: S2716DG not connecting through display port from boot up

* Purchased directly from Dell or some reseller?
* What is the 20 digit serial number and A0x revision?
* Using HDMI, what is the reported resolution and Hz when you press the Menu button? (2560x1440 60Hz)
* Using DP, what is the reported resolution and Hz when you press the Menu button? (2560x1440 60Hz/85Hz/100Hz/120Hz/144Hz)

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josh6023
1 Nickel

RE: S2716DG not connecting through display port from boot up

  • I purchased it directly from the Dell Outlet store, received it about 2 weeks ago and was looking around to see if there was a solution to the issue. No problems with the screen, very nice for a refurb, but it seems like the DP issue has popped up for a few other people.
  • SN/A0x: CN-0NNV54-74261-59B-0-EDQ-A01
  • HDMI: 2560x1440, 60Hz
  • DP: 2560x1440, 60Hz

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Moderator
Moderator

RE: S2716DG not connecting through display port from boot up

Manufactured on September 11, 2015. We think the issue is when users set the Hz to higher than 60. Then the pre-windows screens have issues appearing. But in your case, it is set to 60Hz. Per the warranty, you may initiate a refurbished monitor exchange. Test the replacement before sending any monitor back to Dell. If the replacement monitor does not have the issue, keep it and send us the original monitor. If the replacement monitor has the same issue, I doubt that they both could be defective. Send the replacement monitor back to Dell. Look to the cabling, video card drivers, or video card as the culprit.

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josh6023
1 Nickel

RE: S2716DG not connecting through display port from boot up

Thanks Chris. So I just go through the customer support line and let them know I'm asking for a refurbished monitor exchange? Just want to make sure I'm doing this correctly, the 30 day part of the warranty is almost up. Thanks again!

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Moderator
Moderator

RE: S2716DG not connecting through display port from boot up

Correct. Note, the 30 day only applies if you want to return it. A refurbished monitor purchase only entitles you to a refurbished exchange.

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josh6023
1 Nickel

RE: S2716DG not connecting through display port from boot up

Understood, thank you!

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josh6023
1 Nickel

RE: S2716DG not connecting through display port from boot up

I have a follow up question. Do you have a direct phone number for someone I can talk to with regards to the exchange, or any advice on what to say? I just tried to go through the returns department on the phone and the rep I spoke with would only offer a refund. I kept getting transferred around/disconnected and ended up getting nowhere.

The returns rep said they wouldn't do an exchange since he believes the exchanged monitor will automatically have the same issue with my computer. I'm pretty sure it's this specific monitor (as opposed to the entire S2716DG model line) and not related to my PC as it works some of the time and my PC will register the monitor being plugged in.

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Moderator
Moderator

RE: S2716DG not connecting through display port from boot up

Do you have a direct phone number for someone I can talk to with regards to the exchange?
Nope. Just the normal 800-624-9896 support line. It is your right within the purchased warranty to get an exchange. They cannot refuse this request.

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BigGrinMcGee
1 Copper

RE: S2716DG not connecting through display port from boot up

Josh,

Somewhat of a known issue. i just bought one of these monitors and had the same issue out of the box. I purchased mine at Amazon and someone posted the solution there.

1) Connect with an HDMI cord. This will work.

2) Disable power save mode through the monitor menu.

3) Unplug and plug back on monitor.

4) Unplug your cdmi cord and plug in Displayport and make sure this is the default connect through your monitor menu.

5) Enjoy! These instructions are also posted at Amazon under the reviews for this monitor. Literally the second review has this posted.

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