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Go to SolutionAW2721D, black screen, image lost while using it
Hello,
I bought the AW2721D 2 weeks ago.
I noticed that the screen randomly looses the image, suddenly the screen goes black (but the screen power is ON). The backlight of the screen stays on. The complete sequence is
Image OK with backlight ON -> No image with backlight ON (you can see it because of IPS glow), and the OSD is not appearing using buttons on the monitor;
When it's happening, the screen does not respond, it's impossible to use the buttons on the monitor to display the OSD to change input or display informations for example.
The only way to get the image back is to turn off the screen, and turn it on again.
I've been experiencing this on:
- Windows 10 1440p (240hz) using a DisplayPort cable while gaming
- MacOS BigSur 1440p (144hz) using HDMI cable while working
The firmware on my screen says it's M0B101.
Do I have a defective unit ? My friend who bought the same screen at the same time on the same reseller (amazon.fr) does not have this issue.
I doubt that the power cord is the reason this is happening because the backlight stays on. Any loss of power would translate in no power at all (no backlight) for a short amount of time. This is not the case for me.
13325
1
Posted March 24th, 2021 10:00
Just to close the loop on this - I received my replacement monitor a few days ago, and have used it for 15-20 hours with no sign of the black screen issue. I'm super happy with this outcome, because I absolutely love this monitor, and I didn't want to have to go with a different brand or model.
I'm really sorry for the original poster in this thread, since he is already on his second monitor and still has the black screen issue. I would still encourage him and anyone else having this issue to reach out to @DellCares on twitter and ask them for help. I'm very impressed with Dell's customer service, and I hope they will take care of all of you as well as they took care of me. The more awareness they have around this issue, the more likely it is that they'll make it right for those of us unlucky enough to experience it. Good luck!
11963
0
Posted October 15th, 2021 09:00
The Alienware Displays team is not planning on releasing any firmware updates to the driver page. The decision has been made to reactively exchange the still in warranty AW2721D when contacted by the user through our DELL-Cares agents. So those are correctly identified as the "Dell Accepted Solution".
DELL-Chris M (old account)
#IWork4Dell
13780
1
Posted January 14th, 2021 05:00
13788
0
Posted January 14th, 2021 05:00
I've uploaded a video on youtube to show what I see when the monitor looses the image:
https://youtu.be/qFIrZYB_wM4 (I'm speaking in French, so be sure to enable the subtitles in english)
13760
1
Posted January 14th, 2021 09:00
I am also experiencing the same issue. did you happen to resolve this?
13738
1
Posted January 14th, 2021 12:00
No, I also posted on reddit and I came across on multiple person experiencing the same problem without any solution for now.
13665
0
Posted January 18th, 2021 11:00
I have exacly the same problem... how we can fix that random black screens?
13660
0
Posted January 18th, 2021 14:00
Same problem here, playing Battlefront, very annoying....
13620
0
Posted January 19th, 2021 05:00
Same problem. Also some high pitched sound after some usage.
Franknozly
7 Posts
3377
0
Posted March 21st, 2021 07:00
Can't edit posts, but just as an update to what's happening:
I got an update this morning 3/21/2021 that an exchange has been created. I believe a new replacement monitor is being shipped to me. Estimated ship date and estimated arrival date is 3/20/2021 which is yesterday. It is marked as only 'in production' so it's a complete gong show to figure out when it will be arriving.
The first time I ordered this monitor, it showed estimated time to delivery on the ordering page as 3 days. The moment I ordered it it was delayed to 6 weeks. 6 weeks went by and then it was delayed to 8 weeks. I got sick of waiting for it and just cancelled the order. You know what was the kicker though? They refunded me what I paid, minus 1 cent. The invoice said they were going to refund me the full amount but I guess some person fat fingered the amount in the system and I was paid 1 less cent. To this day I still haven't seen that 1 cent they owe me.