U3419W, sporadic black screen, using two inputs (USB Type-C, DP)

Question

Connecting two laptops to the U3419W, one using USB Type-C and one using DP

The Menu "Input Source" is set manually to one of them. After a few minutes, the U3419W turns black, however USB 3.0 upstream via the U3419W still works correctly to the correct laptop. If I choose manually again the same input via the Menu (i.e I enter the Menu and select the source with the "V" again) the screen shows a picture again as expected.

Using only one of the inputs does not reproduce this problem.

This problem reproduces regardless of laptops connected and when the selected input is either one of the inputs.

It honestly seems like a firmware bug in the U3419W.

DELL-Cares · Accepted Answer

Hello. I am following up to get more information. Can you capture the video of the issue and upload it to Google Drive/Dropbox and share it with us so that we can review and advise further. ^MP

See DELL-Chris M fix found here.

DELL-Cares · Answer

Thank you! We have received the required details. We will work towards a resolution via private messages to ensure the security of your information. In the meanwhile, you may receive assistance or suggestions from the community members as well.

snsnsnsn · Answer

Update:

Firmware is updated to the latest version (M3B107).

To reproduce reliably:
1. Turn off U3419W
2. Connect two working inputs - DP and USB Type-C
3. Turn on U3419W
4. Manually switch to DP input
5. Manually switch to USB Type-C input
6. Disconnect the DP cable
7. U3419W turns black
8. Manually select USB Type-C input again (although already selected)
9. U3419W shows picture

Note that It also happens without disconnecting the second input, but it's easier to reproduce this way.

DELL-Cares · Answer

Hello. Thank you for providing more insight on the issue. Allow me sometime to research on this and provide you an update further accordingly. ^MP

DELL-Cares · Answer

Hello. Thank you for giving me sometime to check. It is a strange issue that you are experiencing with the monitor. Since the firmware is up to date. I would request you to try to factory reset the monitor settings once and test if the issue remains. Let us know so that we can advise further. ^MP

snsnsnsn · Answer

After factory reset the issue remains.

DELL-Cares · Answer

Do we have another monitor to test/replicate the issue? ^VA

DELL-Cares · Answer

Good Day. We are awaiting your response. Do write to us at your convenience so that we can assist you further. ^MP

DELL-Cares · Answer

Thank you for replying back. I have escalated this with our experts and are awaiting update. We shall notify you as soon as there is an update. ^MP

snsnsnsn · Answer

I don't have another monitor to test with. Did you try to reproduce at your end? Are there any logs I can extract that will help to investigate?

catalogguy · Answer

My monitor seems to switch computers with no input from me.  I read that others have similar experiences.  The idea seems to be that the monitor is responding to a change in state from the other computer.  I do not know if this is correct, but I read that when the computer that is connected to an inactive KVM USB can cause the monitor to go into sleep or something that appears similar.   Do some Googling and please report back if you learn something that may help us better describe to Dell what causes this frustrating response.  I experience this 2-5 times per day.

snsnsnsn · Answer

Thanks @catalogguy, I tried it out, it looks like the monitor listens to sleep state commands from all inputs regardless of which one is currently active. So for example to reproduce:

1. Connect a Windows host via USB-C, set the power setting "When plugged in, PC goes to sleep after" to 1 minute.

2. switch to a working DP input

3. After 1 minute the monitor will enter sleep state.

This is indeed extremely annoying. Hopefully Dell will provide a quick solution, although I'm very skeptical.

snsnsnsn · Answer

Oh now that I searched again it looks like there are many posts exactly like that in here without any solution in sight:

https://www.dell.com/community/Monitors/U3419W-screen-blank-when-other-desktop-goes-sleep

https://www.dell.com/community/Monitors/U3419W-MacBook-USB-Type-C-sleep-wake-issues

And even on reddit:

https://old.reddit.com/r/UsbCHardware/comments/ettgrg/dell_refusing_to_fix_usbc_pd_bugs_in_their/

Really a shame I didn't see it before buying this monitor

snsnsnsn · Answer

I sent you the video in a PM

Monitors

U3419W, sporadic black screen, using two inputs (USB Type-C, DP)

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