U3417W, PC wake up, blank screen

Question

After going into sleep mode one morning, the U3417W monitor would not display after system woke up and other monitors turned back on. None of the menus or UI would display. You can turn it on and off, but it's just a blank screen. Pushing buttons for the menus shows nothing on the screen.

- Other two monitors are working fine on my system.
- Restarted system several times and monitor will not work. Blank screen.
- Turned monitor on and off. Will not work.
- Unplugged monitor several times. Will not work.
- Unplugged display cable several times. Will not display anything.
- Computer recognizes the monitor, but it will not display anything.

- Turned computer monitor off for several hours. Turned back on and all of a sudden the display came back on again and the OSD buttons worked. However during this period, the wireless mouse cursor began to act jerky on screens.
- Restarted the system and monitor would not display again (and OSD buttons did not work).
- Unplugged the monitor from power source and let set for a bit.
- Plugged monitor back into power source. Computer not on.

Witnessed the following things:
- Power light on monitor is blinking slowly after unplugging it for 30 seconds with no input.
- Blink rate is at a 5 second rate.
- OSD does not turn on when buttons are pressed (the OSD buttons).
- Input message (floating dialog box) does not appear on screen against a black background.
-At this point, removed the Dell Monitor U3417W from the computer system and replaced it with a known-good Dell monitor U2415 and new MDP to DP cable, and the PC System operated correctly with all the devices attached to the Video card. Shut down PC System, replaced Dell monitor XXXX signal cable with the one originally used by Dell Monitor U3417W, booted the PC System and works correctly. Therefore, there is a problem with the Dell Monitor U3417W.

- Removed the monitor from the computer and plugged into another outlet.
- No system signal connectivity; unplugged the power; held down the power button for 30 seconds.
- Plugged monitor back in, turned it on, and Dell logo came up
- Window dialog came up
- OSD works now
- Trouble-shooting in manual; self-test mode (held button 1 and 4 down -goes to OSD screen - nothing happens
- Gray screen does not appear

- Built-in diagnostics does not appear to work or did not perform the correct procedure with buttons 1 and 4.

- At this point, it is safe to say that the subject Dell Monitor U3417W has a problem and when it does go with a blank screen etc. it in some way affects the operation of other devices attached to the PC (the mouse). Therefore, I will not reconnect this monitor to a PC until Dell Technical Support can assure me that is would be safe to do so.

Computer Information:

• MB: ASUS: MAXIMUS VIII HERO
• Memory: G.SKILL: PIPJAWS:
–F4-3000C15Q-32GVR
–DDR4-3000 PC4-2400
–8192MB X 4
–CL15-15-15-35 1.35V
• C Drive: Samsung 500GB 960 EVO NVMe M.2 Internal SSD
–MFR # MZ-V6E500BW
• GPU: EVGA GeForce GTX 1080 TI GAMING Graphics Card
• CPU: Intel Core i7-6850K 3.6 GHz Six-Core LGA 2011-v3 Processor
• Power Supply: Corsair CS Series Modular CS850M Power Supply B&H # COP9020086NA

I have 4 monitors:
BenQ 34 inch 4K monitor (PD3200U) (left monitor) - displayport
Dell U3417W (center monitor) – displayport (MDP to DP)
Dell U2717D (right monitor) – displayport
Wacom Cintiq 13HD (drawing tablet) - connected to Video Card HDMI port.

I would really appreciate some help with this. Let me know who to send the S/N and Service Tag number to, also.

DELL-Chris M · Answer

List every port on your GTX 1080. Do you have any USB peripherals plugged into the U3417W USB downsteam ports? You should simplify the setup and retest.

* Turn everything off
* Disconnect the BenQ, U2717D, and Wacom cabling from the PC. Leaving only the U3417W connected to the PC GTX 1080
* If connected, disconnect every USB peripheral from the U3417W USB downsteam ports. All USB peripherals should be plugged directly into the PC
* Turn the U3417W on, then the PC
* Once into Windows, allow the PC to go into sleep mode, then awaken it. Does the U3417W wake up?

Larry_LL · Answer

All the ports on the graphics card are listed in my report above. No USB ports on the monitor are used.

After removing the monitor from the PC, I hooked it up to another PC with only the problem monitor being used. The monitor worked fine and resolution is at max.

Also, discovered I have the wrong manual, the one for U3415W. With the correct manual I was able to get the built-in diagnostics to work and they showed no problems on the screens.

DELL-Chris M · Answer

Based on your troubleshooting, the U3417W itself is functioning fine. The PSM (power save mode) issue is the operating system, or the drivers, or a combination of all of those peripherals attached to the PC.

You now should follow my instructions and connect ONLY the U3417W to the problem PC and test it.
* Turn everything off
* Disconnect the BenQ, U2717D, and Wacom cabling from the PC. Leaving only the U3417W connected to the PC GTX 1080
* If connected, disconnect every USB peripheral from the U3417W USB downsteam ports. All USB peripherals should be plugged directly into the PC
* Turn the U3417W on, then the PC
* Once into Windows, allow the PC to go into sleep mode, then awaken it. Does the U3417W wake up?

Larry_LL · Answer

Hello,

It has been some time and the monitor was working for a while, but it continues to exhibit this issue of the entire screen going black/gray after waking up from sleep mode. I have done everything you have suggested and more and it is still exhibiting the exact same problem. Now, the monitor will not display anything, even after unplugging it and restarting it several times after unplugging it from the power source and the video card.

I unplugged the monitor and held down the power button for a minute to restart it like the manual said, and plugged it back in and turned it back on, but it will not even display the Dell logo. It is just a gray screen. Nothing is displaying at all.

I am extremely frustrated with this and would really appreciate some help. I have done everything with resolving this issue and it's still exhibiting the exact same problem.

Thank you,

Larry Lauber

Larry_LL · Answer

Two items to note:  Following Dell suggestion on 8 July 2018, we updated the computer motherboard drivers to the latest.  Then for some time the Dell U3417W Monitor worked OK.  Then about two weeks ago, the monitor again went to a gray screen.  Turned it off for a number of days and it then started working again.  Now, 2 September 2018, the Monitor again went to a gray screen.  This time we removed the power cord and held down the power button for one minute but the Monitor would only again show a gray screen.  Then unplugged the power cord and the computer cable, and tried the reset procedure again.  Again the monitor went to a gray screen.

DELL-Chris M · Answer

Based on your troubleshooting, read this.

Monitors

U3417W, PC wake up, blank screen

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