AW3225QF, I can't update the firmware?

Question

i have been trying to update my firmware on my alienware monitor. it says to use the upstream cable but when i do it still doesnt read the monitor. my pc reads the usb but when i try to update it says its not connected. i cant find anything to fix this, does anyone have a solution here?

sotw · Accepted Answer

@DELL-ChrisM2​ hi, i fixed the problem. I had to unplug all the usb's plugged into my pc, then plug the usb connected to the monitor in. Run the firmware update in administrator mode and then it worked. Bit of a long way to update it but jt worked and im happy

user_843128 · Accepted Answer

I got it to update successfully. I disconnected all my displays except for the Alienware monitor, all USB devices except mouse/keyboard and Alienware monitor USB cable and display port. Used the Alienware Command Center app to perform the update successfully. Now on M2B107. Best of luck!

DELL-ChrisM2 · Answer

Dell GHN (Get Help Now) chat technical support must verify the ownership and warranty status. Click the blue "Get Help Now" on the right to start a private live chat session. Share the private Service Tag with them.

* What PC model?
* What video out ports are on the PC?
* What operating system?
* Open the AW3225QF Menu- Others. What firmware is currently listed?

user_843128 · Answer

I've read (so bear with me) when trying to research a similiar issue with my exact same model monitor AW3225QF and I'm currently on M2B105 as I type this (technically 2 versions behind if you count the seemingly unreleased M2B106 firmware on the later/est versions/variants of this monitor). I've read that you need to use the the USB-A to USB-B cable that came with the monitor in the box. I can confirm my monitor is recognized by my computer in Device Manager via the model #. If I tried to update the firmware using the AW3225QF Dell Monitor Firmware Update Utiltiy (from the support site) and when attempting to install it, it would tell me it couldn't recognize the monitor model or firmware info and that it was due to the USB cable.

I happened to open the Alienware Comand Center app for my PC. To be completely honest, I didn't realize I had it installed and I don't believe I've ever opened it prior. The app recognizes the model info and appears to green light the firmware update for me. I'm always a little hesitant to upgrade because mine's not really doing anything too crazy to warrant the update at the risk of things not going right or the firmware making things worse. I'm weighing that out as I'm not in position to replace this monitor at the moment and it's my primary one and only at the moment.

I'd reccomend confirming it's the correct cable someway somehow (if in Device Manager in Windows it shows up under the Monitors section as "Alienware AW3225QF(DisplatyPort HDR or HDMI HDR or something similiar based on your config/environment) then your computer recognizes the info. At that point it's really that it's the USB cable or a software issue. So having Alienware Command Center app nag me on start up finally gave into opening it up and looking at it today and lo and behold it looks like it may let me perform the update. Might be worth a shot if you can confirm it shows in Device Manager.

Hope that helps!

user_843128 · Answer

@user_843128​  The above is my original post. I had finally given and attempted to update my monitor throught the Alienware Command Center app and it ended up failing after during the installation. It downloaded the file, extracted it, and during the installation it fails stating to re-seat the USB cable and power down/power up the monitor again. I even restarted my machine and still getting the same error. Can confirm my monitor is plugged in via display port and  USB A to B cable plugged in. I'm confident it's the one that came with the monitor. I very rarely have spare A to B cables.  Still unsure why it's not installing, but I suspect it's USB related then. Here's to hoping you have better luck than I.

DELL-ChrisM2 · Answer

@user_843128​ For our notes =* What computer model?* What other monitors were connected to the computer which you disconnected?* What other USB devices were connected to the computer or monitor which you disconnected?

user_843128 · Answer

@DELL-ChrisM2​ I actually was able to get it upgraded.  I have a custom built machine.  Case: Hyte Y60 w/ a custom touchscreen monitor built in. Mobo: Asus ROG STRIX Z790-E Gaming WiFi II CPU: Intel i9-14900K 24C/32T @ 5.5Ghz (3.2Ghz base) AIO: Asus ROG Ryujin III LCD (360mm)  Memory: 32GB Corsair Vengeance @ 7200 MT/s Dedicated GPU: Galax Nvidia GeForce RTX 4070 Ti Super EX Gamer Integrated GPU: Intel UHD Graphics 770 Storage: 2TB SK Hynix Platinum P41 PCIe NVMe Gen4 M.2 2280 Storage 2: 256MB Samsung MZVLB256HAHQ-000L7 M.2 PCIe NVMe 2280 MLC 3D-Nand SSD Monitor 1: Alienware AW3225Q 32' QD-OLED (DP to my dedicated GPU)  Monitor 2: Case monitor/touchscreen (HDMI to DP adapter plugged into integrated gpu for this display and display 3)  Monitor 3: Samsung 48' LED TV (used to streaming when in bed). (HDMI port into integrated GPU)  In order for it to work I disconnected all monitors except the Alienware monitor (Display Port and USB connected) disconnected everything I could in terms of USB and displays. Once I did that I was able to install it. Appreciate you reaching out. Thank you.

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AW3225QF, I can't update the firmware?

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