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U2713H Card Reader Not Working.

Ok, so after three exchanges from the original purchase, I finally received a U2713H with a good panel (no dead or stuck pixels, no scratches, etc..).  That was a month ago.

Today, I tried connecting the USB3.0 B-port (or what the manual calls the "upstream port") on the monitor to one of the USB3.0 female A-ports on my Asus P8Z77-I Deluxe motherboard and Device Manager shows generic USB hubs, but it doesn't see the card reader. Instead there's an "Unknown Device". I've tried plugging it into all four of my USB3.0 ports and have tried updating my USB3.0 firmware and drivers.

When I plug a different USB3.0 device into my 3.0 ports, the different device works fine.

When I plug the U2713H into my USB2.0 ports, everything is detected (USB hub(s) and card reader), but of course all of the USB3.0 ports on the U2713H then run only USB2.0 speeds and the card reader won't read / write as fast as it should.

I am running Windows 8 Pro. x64 and have all of the latest Windows updates installed along with all of the updated drivers and firmware for all of my hardware.

I have also installed everything on the CD that came with the U2713H as well as updated everything that the CD installed.

Anyone know how to get the card reader working?

I looked at the customer reviews on Dell's U2713H product page and saw at least one review where the user also had problems with the card reader on this monitor.

I purchased the three year advanced replacement and extended warranties for this monitor.  I called Dell tech support yesterday (Friday, February 2, 2013) and was transferred multiple times to people that did not sound like they knew what they were doing.  All I was trying to get was a new U2713H to replace this defective one.

What's the point of purchasing these warranties if Dell makes it so difficult to get a replacement?

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Moderator
Moderator

Re: U2713H Card Reader Not Working.

IsLNdbOi,

The only time period in which a new exchange is sent out is within the first 30 days from Dell Invoice date. After that 30th day, every monitor exchange will be a refurbished/used.



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8 Krypton

Re: U2713H Card Reader Not Working.

Ok, thanks.  Is there any way you can help me with this?  I was on the phone again this morning, but was put on hold and transferred at least twice so I just hung up...

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Moderator
Moderator

Re: U2713H Card Reader Not Working.

An exchange is not going to fix the USB 3.0 issue. We are investigating this.



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8 Krypton

Re: U2713H Card Reader Not Working.

How do you know it won't?  Like I said, there's another user who left a review saying he had similar issues to what I'm experiencing and his exchange worked.

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Moderator
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Re: U2713H Card Reader Not Working.

Because engineering said it would not. Your welcome to initiate another monitor exchange and test it.



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LLMo
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Re: U2713H Card Reader Not Working.

I'm experiencing the same issue. The hub only works when connected to a USB 2 port. When connected to a USB 3 port windows reports that the device isn't working. You can still plug in a USB 2 pen drive and it will work but USB 3 devices won't. I'm also running windows 8 pro x64. Would be grateful if you let us know here when the engineers figure out a solution.

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8 Krypton

Re: U2713H Card Reader Not Working.

Ok, I'm not sure which department it was, but either tech support or customer service ended up sending me a new U2713H.  This new one I received yesterday is a revision A01.  The first one with the card reader problem was an A00.

This A01 unit, the card reader is detected, but as soon as a memory card is inserted Windows 8 says it has run into a problem and restarts.  This is happening on three other PCs (one HP ENVY laptop w/ USB3.0 ports, one ACER desktop with USB3.0 ports and one self-built desktop with an ASUS P8Z77-I Deluxe motherboard) I connected the U2713H to as well.

With this A01 I'm also experiencing what LLMo above is.  When I plug USB3.0 devices into any of the USB ports on the U2713H, nothing happens; the USB3.0 devices are not detected.  When I plug USB2.0 devices into any of the USB ports on the U2713H, they work just fine.  This is also the case on the three other PCs I tested.

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8 Krypton

Re: U2713H Card Reader Not Working.

I forgot to mention; all of the PCs had all available Windows updates and device drivers installed.

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Moderator
Moderator

Re: U2713H Card Reader Not Working.

This issue has been escalated to the Displays team. It is under investigation. IsLNdbOi and LLMo, via private message, send me your monitor service tags so I can add them to the Hot Issues tracker.



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