1 Rookie
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15 Posts
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31034
January 14th, 2021 04:00
AW2721D, 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.
ItsALF
1 Message
0
June 4th, 2021 03:00
ALF is here.
As i said at the Franknozly video - it looks like a G-sync module failer.
I mean - most of the problems that i investingated comes from a console users/and or multi monitor setup + a console. HDMI connection baby. Yeah...
Looks like this new G-sync module, which is used in aw2721d doesnt like consoles and multi-monitor setup?, seems to be causing a damage/glitches somehow and then this problem beeing birth.
None of the PC users, who uses it for daily pc routine seems to be having these type of problems...actually they are all happy due to feedbacks and private conversations....weird.
Yes i know, for a 1000$ product thats no good, But well.
Can someone who is using SINGLE monitor setup aw2721d/or playing-using it strictly with the PC conferm having this issue? I am looking forward to buy one - i am a PC gamer.
Thanks.
JulioCSM
2 Posts
0
June 7th, 2021 17:00
I'm a PC user, and same thing is happening. I don't think its the gsync module, it looks like the internal PSU is most probably the culprit.
DELL-Chris M
Community Manager
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56.9K Posts
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232.1K Points
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June 16th, 2021 08:00
Dell/Alienware is aware of this video blanking issue. This is currently under investigation. Until you hear more from me or your assigned DELL-Cares agent, do not get any exchanges.
SysComp
1 Rookie
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9 Posts
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June 21st, 2021 15:00
Great, looking forward to get an update on that issue. I have the same problems.
MikeVersteeg
1 Message
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June 26th, 2021 03:00
I also have this issue with my brand new AW3821DW. Any news?
pderosa
6 Posts
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July 1st, 2021 12:00
I am having the same issue others are describing. Please keep me posted if there is any update.
SHPRD
1 Message
1
July 1st, 2021 22:00
I just purchased this monitor and am having the same issue. Unacceptable for competitive gaming. Surprised Dell has not even acknowledged such a widespread issue. This is my first Alienware product.
AndrioMaster
1 Message
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July 4th, 2021 00:00
I also have the same problem with that screen. First Alienware product, and to be honest there are a couple of things that bother me that i didn't have with my budget screen (fan working even during standby, really bright and annoying "breathing" light of the power button at night, and the black screen problem).
I'm using the DP that came with the screen and a good quality HDMI for my corporate laptop.
As I understand the black screen problem happens when 2 or more devices are plugged in.
What I did (and finger crossed never had the black screen again) was simply to change the HDMI from port 2 to port 1.
Same drivers, same cables, same all...
So I really hope I don't get the problem again but still unacceptable for a 800+ screen
SysComp
1 Rookie
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9 Posts
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July 6th, 2021 07:00
It also happens with only one device / cable plugged in. I only use the DisplayPort input and the problems occurs randomly. And it is really a shame for a monitor as expansive as this one. There are problem reports about this issue from January 2021. Why does it take so long to fix that? There was not even a single firmware update for that monitor yet since release in October 2020.
TioSamuel
1 Message
0
July 7th, 2021 00:00
My monitor has this issue as well. Funnily enough, it is my second AW2721D. The first had a broken internal fan and, made an obnoxiously loud clicking sound. The monitor giving me this issue is the replacement. It only seems to occur when using my PS5 through HDMI. With my PC it works flawlessly. However, it is worrying that a product with a premium price like this monitor is plagued with so many issues.
SysComp
1 Rookie
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9 Posts
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July 14th, 2021 07:00
Any news on that issue or an ETA for the bug fix / firmware update? It happens almost every day at the moment and is really annoying, especially for a product this expensive.
Dojerman
1 Message
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July 22nd, 2021 07:00
Just wanted to chime in that I am also having this issue. Brought it up to sell support on Twitter and they were not aware of any issues even though multiple people are describing the same issue across multiple forms. The only solution is to turn the monitor off and back on.
Followmii
2 Posts
1
July 22nd, 2021 11:00
my first one had the issue, got dell to replace the monitor, and the issue is still happening
it will also happen randomly after the pc is unused for a while and the monitor going into energy saving mode.
It doesn't happen right away, but say if i leave pc on overnight, I will randomly hear something being disconnected/reconnected. the led on the dell monitor will be completely off. I will need to power off the monitor and then power it back on in order to wake the monitor up.
the firmware version is M0B102
ajroru
2 Posts
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July 22nd, 2021 12:00
i've replaced the monitor months ago and still happening, and the replacement has more bleeding than the other one that beside the issue was way better in terms of bleeding than this one.
So don't know what to do in this moment. I was waiting for a solution but dell seems not to be giving any information from the monitor.
Followmii
2 Posts
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July 25th, 2021 10:00
also if I have HDR enabled and monitor crashed during sleep mode, the monitor will be extremely dark till I reenable the HDR / reboot.. it's also another sign that something is seriously wrong when monitor crashed during the sleep.