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August 19th, 2020 12:00

Dell XPS15 9500 USB-C Video Output Problems

So I bought this G-STORY GST156 external monitor to use for gaming with my XPS 15 9500 (or just as a nice additional monitor).  At first plug, using a direct USB-C cable into the USB-C port on the monitor, and things ran flawlessly.  On subsequent plugs things started to go south.  Eventually, USB-C to USB-C did not work at all.  I tried using a USB-C to HDMI, still no dice.  I reboot multiple times, check/update drivers, update windows, all that jazz.  Finally, one of the 3 USB-C ports (bottom left) starts to work with the USB-C to HDMI adapter - go figure.  Then, eventually, I get all 3 working again with the USB-C to hdmi adapter (have no idea why they eventually started to work).  Things have been working well since then with consistent use of the HDMI adapter.  

I requested a replacement monitor from AMAZON, thinking perhaps some faulty circuitry to blame here.  That new monitor arrived today, and largely - the same situation.  The first plug in, monitor lights up, reports 144Hz - works stable.  Unplug- replug - things start glitching, image flicks up on screen, but then goes blank, then comes up again.  Here we go again!  I try different ports, none work again using a USB-C to USB-C cable.  I switch to the USB-C to HDMI adapter - plug it in, no dice either - reports something about limited function in a lower right pop up on my desktop.  I try a different monitor - same problem, but eventually after several reboots, this time, the TOP LEFT TB3 port works with a different monitor.  Then another reboot, and now the bottom left and top left ports work.  Right now, I can't get the right USB-C port to work - it's not even working with thumb drive at the moment, so it's like it's a dead port.  

SO the reason I come here, is I saw the 10 page complaints about the TB3 ports on the XPS 13 9300, but nothing on the 9500.  Perhaps I just have a bad chip on my mobo for my 9500, but with the other thread, makes me wonder if this is an on-going problem that other 9500 owners have?  This isn't relegated to the TB3 ports, but both those two on the left, and the regular USB-C on teh right as well.  They don't seem to do well with video output, at least, in this particular setup.  I actually have two portable monitors (USB-C input) and one regular desktop monitor - and all have issues after subsequent plugs.

Is this faulty hardware, or some software?  I have updated everything I can think of using the Dell Update application - I'm not reinstalling support assist as that caused major audio glitches on my device, and I'm not interested in "reinstalling windows" as that can't always be the default way forward.  

 

 

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August 19th, 2020 12:00

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15 Posts

August 19th, 2020 12:00

Doing some weird testing - noticed that the direction of the USB-C/USB-A adapter matters on the right sided USB-C port.  I then tried different plug directions with my USB-C to HDMI adapter, and it to only responded in one direction of the plug, and then reported some error in the one direction that at least seemed to cause a response from windows.  Further, after flipping and trying different USB-C devices or adapter, finally the USB-C to HDMI adapter now works fully again.  So this looks like a hardware fault??

February 2nd, 2021 04:00

I am having similar issue.

The left side TB3 ports, only one of them would work if I plug in my USB-C to DisplayPort connector, and I have to do this by flipping it (where the connector logo faces down). The other TB3 port doesn't work with any display connector at all. But using it for charging or USB-C drives, no issues.

Where else the right side single USB-C port works flawlessly. It doesn't care whether the display connector is up or down. Dell what is this?

1 Message

March 31st, 2021 13:00

Same problem with mine. The ports on the left are fine. The right one, however, is never stable...

March 20th, 2024 00:33

@DELL-Cares​ did you resolve this issue?  I have an XPS 15 9530 (2024 model) and a portable external monitor that worked perfectly on USB-3 ports on previous XPS, but this new one, no dice -- power, but the monitor says "no signal" -- I've tried both USB3 ports...  the HDMI port works from the dock, but zero usb3 video output.  HELP!

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