thcoura
Bronze

U2718Q, USB 3.0 Upstream cable, Windows shows Power Surge message

Hi,

Product: Dell 4K U2718Q - Manufactured in Set 2017

Problem: Windows shows "power surge" message always when I connect monitors's USB hub in my PC

Question: What else can I try debugging this issue? See description.

Description: Monitor was received 3 weeks ago. Every time I connect the monitor's USB hub in my computer, Windows shows: "Power Surge" message. My motherboard has three types of USB connections. 2.0, 3.0 and 3.1

What I have tested so far:
- Checked and confirmed that all my USB ports are working and sound
- Replaced the USB cable
- Reinstall Drivers
- Adding a Third Party Hub between PC - Monitor

For all the bullets above the issue persists. Windows always shows the power surge message. 

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20 Replies
Moderator
Moderator

RE: U2718Q - Windows shows "Power Surge" always when a connect the builtin monitor's USB hub

* For testing, the U2718Q power cable should be plugged directly into the wall power socket. Not into the same power strip as the computer
* You should be testing using the supplied U2718Q USB 3.0 Upstream cable
* Disconnect any/all USB devices plugged into the U2718Q four USB Downstream ports. Then retest for the power surge issue
* Reconnect any USB device (mouse, keyboard, HDD) to any of the four USB Downstream ports. Do those devices function?
* For my notes, what is the full 20 digit serial number and A0x revision number (NOT the private service tag number)
* Can you replicate the U2718Q USB hub issues when connecting the U2718Q to a different computer?


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#IWork4Dell
To help us troubleshoot, send us via a private message:
Dell Monitor Service Tag number, 20 digit S/N, A0x revision
Dell PC Service Tag number

Drivers and Downloads
Driver order




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3cHorses
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RE: U2718Q - Windows shows "Power Surge" always when a connect the builtin monitor's USB hub

I will add that I have the same issue. This is a Dell U2718Q monitor plugged into an XPS8910 using the supplied upstream and power cables that came with the monitor. The monitor is plugged into a wall outlet and no downstream devices have ever been plugged into the monitor (all equipment less than two months old).

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Moderator
Moderator

RE: U2718Q, connecting USB 3.0 upstream cable to computer, Windows shows "Power Surge" message

* Have you had the issue this entire 2 months?
* When you connect USB devices I am asking you to test this (mouse, keyboard, HDD) to any of the four USB Downstream ports, do those USB devices function?
* For my notes, what is the full non-private, not connected to your personal information in anyway 20 digit serial number and A0x revision number (NOT the private service tag number)
* Can you replicate the U2718Q USB hub issues when connecting the U2718Q to a different computer?


Social Media Support
#IWork4Dell
To help us troubleshoot, send us via a private message:
Dell Monitor Service Tag number, 20 digit S/N, A0x revision
Dell PC Service Tag number

Drivers and Downloads
Driver order




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3cHorses
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RE: U2718Q, connecting USB 3.0 upstream cable to computer, Windows shows "Power Surge" message

1] The issue started when I bought and connected the U2718Q with USB 3.0 to the XPS 8910. Prior to that I had a 5 year old U2312HM with USB 2.0 connected to the XPS 8910 without the issue occurring.

2] No devices are connected through the USB ports on the monitor

3] There's no other computer to replicate the issue with.

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Moderator
Moderator

RE: U2718Q, connecting USB 3.0 upstream cable to computer, Windows shows "Power Surge" message

Based on the lack of call logs pertaining to this complaint, we do not think that the fault is with the monitor. If it was systemic to the monitor, we would be seeing thousands of the same complaint. Most likely, this is a  Windows driver issue. Run the Intel update utility and install any drivers it finds needing updates. Then restart the computer and retest.

Also, test a wired USB mouse or wired USB keyboard on all four (two side/two bottom) of the U2718Q USB downstream ports. Does the wired USB mouse and keyboard work in all four ports?


Social Media Support
#IWork4Dell
To help us troubleshoot, send us via a private message:
Dell Monitor Service Tag number, 20 digit S/N, A0x revision
Dell PC Service Tag number

Drivers and Downloads
Driver order




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thcoura
Bronze

RE: U2718Q, USB 3.0 Upstream cable, Windows shows Power Surge message

HI, in my case it was a faulty unity. Dell replaced the monitor and everything os working fine

Faulty monitor serial number CN-04K-8X7-QDC00-795-0FKL-A01

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Moderator
Moderator

RE: U2718Q, USB 3.0 Upstream cable, Windows shows Power Surge message

Thanks for the serial. Will add it to my notes. That A01 was manufactured on September 5, 2017.


Social Media Support
#IWork4Dell
To help us troubleshoot, send us via a private message:
Dell Monitor Service Tag number, 20 digit S/N, A0x revision
Dell PC Service Tag number

Drivers and Downloads
Driver order




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3cHorses
Bronze

RE: U2718Q, USB 3.0 Upstream cable, Windows shows Power Surge message

I ran the utility and no updates were required. I will try the wired mouse and keyboard in all four ports and respond back. Thanks.

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3cHorses
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RE: U2718Q, USB 3.0 Upstream cable, Windows shows Power Surge message

Heh my serial number is very close to yours. How did you go about getting a replacement in case I have to go that route? Thanks.

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