Highlighted
ebbalym
1 Copper

U3419W, randomly black screen, then weird colors

Hello,

Just bought a Dell U3419W. It is plugged via USB Type-C to my Lenovo C940 Yoga.

Sometimes I will be browsing or doing regular task, and the screen will turn black for 1 second. Then, when it re- opens, everything will be fine except in the videos, ie. YouTube video. The borders of objects in the video will be like those 3D movies (red/blue) like de-synced. If I turn off and re-open the screen, it will be OK. It was doing this like once a day last week. But now its multiple times a day. What is the problem?

Thank you

0 Kudos
9 Replies
Moderator
Moderator

Re: U3419W, randomly black screen, then weird colors

* Reply to the DELL-Cares virtual assistant private message with the U3419W service tag number
* If you did not purchase this U3419W directly from Dell, you have to fill out the Service Tag number Ownership Transfer form

* Have you tested the U3419W when the 65w power adapter is plugged into the second USB Type-C port on that Lenovo C940 Yoga?
* Have you tested the U3419W on another PC and replicated the issue?
* See page 53 and tell us the firmware version
* While in the OSD menu- Others, go ahead and run Factory Reset, then retest


0 Kudos
Moderator
Moderator

Re: U3419W, randomly black screen, then weird colors

Awaiting a response to my previous public troubleshooting reply.


0 Kudos
ebbalym
1 Copper

Re: U3419W, randomly black screen, then weird colors

Hello,

I replied to the Dell private message with my customer number and order number. The firmware is M3B107. I haven't tried the U3419W on another PC. The laptop Lenovo C940 is the only PC I have. I will try the other USB Type-C port , and do a factory reset of the U3419W.

0 Kudos
Moderator
Moderator

Re: U3419W, randomly black screen, then weird colors

So you have the latest firmware installed on the U3419W. Test the U3419W when the Lenovo 65w power adapter is plugged into the second USB Type-C port on that Lenovo C940 Yoga.


0 Kudos
ebbalym
1 Copper

Re: U3419W, randomly black screen, then weird colors

 

Hello, just to be sure. Right now my monitor is connected to this port of the lenovo: (the one with a charge logo)

 

You want me tu plug it in the 2nd USB-C? I dont understand which one is the 65w you are talking about. thank you

012Y51W6FWAIUKDCjsVTNJ2-5.fit_lim.size_2560x1440.v_1577149788.jpg

0 Kudos
Moderator
Moderator

Re: U3419W, randomly black screen, then weird colors

Yes, please connect the adapter to one port and the monitor to the other port. Observe the Monitor performance and update the status.

 

Dell-Prashanth


DELL-Cares
Social Media Support
#IWork4Dell
0 Kudos
Moderator
Moderator

Re: U3419W, randomly black screen, then weird colors

Apologies for confusing you.

 

I think a possible reason for the U3419W "black screen, then weird colors" is power fluctuation from the laptop on battery only. The Lenovo C940 Yoga laptop shipped from Lenovo with its own 65w AC power adapter that plugs into one of the TB3/USB Type-C ports to "charge" the laptop. So in my test, I want =

- Wall power outlet --> Lenovo 65w AC power adapter --> Lenovo C940 Yoga left TB3/USB Type-C power delivery port

- Lenovo C940 Yoga right TB3/USB Type-C port --> U3419W USB Type-C to C cable --> U3419W USB Type-C port


0 Kudos
Moderator
Moderator

Re: U3419W, randomly black screen, then weird colors

Awaiting the results of this test below =

- Wall power outlet --> Lenovo 65w AC power adapter --> Lenovo C940 Yoga left TB3/USB Type-C power delivery port

- Lenovo C940 Yoga right TB3/USB Type-C port --> U3419W USB Type-C to C cable --> U3419W USB Type-C port

 

Also, you should post a new thread on the Lenovo Yoga Forum to see if other users have issue with our U3419W.


0 Kudos
Moderator
Moderator

Re: U3419W, randomly black screen, then weird colors

Archiving this case until we get the results of the above test.


0 Kudos