AW3423DW, brand new, random black screen

Question

Haven't even been using the monitor for a month, it will randomly go completely black.

Not just during gaming or any special type of use. Seems completely random.

After it goes black, when I press the power button to try and get it back on, it seems the black screen is partly because pixel refresh started on its own (although the settings are to do it in standby mode ONLY).
The pixel refresh popup appears and say I can select "Yes" to continue the pixel refresh and turn the monitor off.
There is also a "No" option, but selecting it does absolutely nothing.

When this happens I can plug out the power cable to "force" it back on, otherwise I'll have to wait for the pixel refresh.
I've heard people say office chairs/gas/static electricity can be a cause - this is happening when there is no movement in the chair.

Why does a brand new, expensive monitor suddenly decide to do this?

Firmware M0B204
Windows 10x64, AMD 5700 XT GPU, i9 CPU.

Event log for Windows -> Program -> has some items detailing an "WindowsBlackScreenDiagnosticsV1" event name when this occurs.

Problem signature:

P1: DWM
P2: Unknown
P3: ColorBits
P4: Hotkey
P5: 10.0.19041.746

I've seen many others report random black screens, but no solution for it. Seems like a firmware issue, to me. Happens with and without the Alienware software installed. Factory reset nor downloading the latest drivers from the website has any effect.

Vanadiel · Answer

See here: AW3423DW-randomly-turns-black

DELL-Chris M · Answer

To receive assistance from Dell Chat support, they need to verify the warranty status and ownership. Then you must troubleshoot with them. Click the 'Get help now' icon on the right to start a live private chat session. Provide to them the private AW3423DW Service Tag and all of your troubleshooting.

madsami · Answer

I've seen this thread, but there are no solutions.

Vanadiel · Answer

That is correct, there are no solutions.

AW34ISASCAM · Answer

absolutely hilarious that this is being sold as 'the best ultrawide on the market' with this issue being so incredibly widespread, and more than a year later no solutions have been found.

travtrev · Answer

Hi. I bought this monitor early this year in January and haven't really started to use it until recently, say maybe end of April onwards. And I have been having similar issue without any solution found so far. I tried to email Dell support and call as well but they just ask me to do the standard troubleshooting steps so far which is to check cable etc but I am convinced it is the monitor's issue since prior to this, I had the same PC and using Dell Ultrasharp. Totally no issue until I changed to this expensive Alienware monitor and now i'm facing this random blackout issue for no reason. In the past, I had to manually turn off the power supply (I thought I did try the power button at bottom right of the monitor). But now seems like I can just press the power button at monitor to off it, then on it back and the visual will appear again. When the screen goes dark, if I am watching Youtube, the audio is still there but the screen just go black. Really wish Dell will fix this issue for us user. I don't think RMA will solve this issue.

Vanadiel · Answer

Personally, I think the DWF is the better one. That's just my opinion. Personally, I highly doubt this will ever be fixed since it has been a long time now, and no news on what the actual cause is for this...

Vanadiel · Answer

Just wondering, what if you set the refresh rate to 60 Hz? I have heard of some issues with DCS on Nvidia cards. Lower refresh rate should not need DCS. Just something to try...

SebOhmsen · Answer

Its almost the same for me, but I cannot acces anything on my screen. My Pc doesnt register the signal at all and even if i cut the power from the screen, it is still blinking 3 times xD

Gatto Sama · Answer

Experiencing random black screen issues on a brand new monitor like the Alienware AW3423DW can be frustrating. These types of issues can be caused by various factors, including hardware, software, or firmware problems. Here are some steps you can take to troubleshoot and potentially resolve the issue:

Update Graphics Drivers: Ensure that you have the latest graphics drivers installed for your AMD Radeon 5700 XT GPU. Outdated or incompatible drivers can cause display problems. Visit AMD's official website to download and install the most up-to-date drivers.
Update Monitor Firmware: Check if there are any firmware updates available for your Alienware AW3423DW monitor. Manufacturers occasionally release firmware updates to address known issues and improve performance. If an update is available, follow the manufacturer's instructions to install it.
Check Cable Connections: Verify that all cable connections between your computer and the monitor are secure. Sometimes, a loose or damaged cable can result in intermittent black screens. Consider using high-quality DisplayPort or HDMI cables if you're not already doing so.
Windows Power Settings: Adjust the power settings in Windows to ensure that the display doesn't enter sleep or power-saving mode too quickly. Sometimes, aggressive power-saving settings can cause the screen to go black unexpectedly.
Test with Different Ports: If you have multiple video output ports on your GPU, such as HDMI and DisplayPort, try connecting your monitor to a different port to see if the issue persists.
Check for Overheating: Monitor temperatures while using your computer. Overheating components, including the GPU, can lead to display issues. Ensure that your system is adequately cooled.
Disable Pixel Refresh: As you mentioned, the pixel refresh process may be starting unexpectedly. Review your monitor's settings and ensure that pixel refresh is only set to occur during standby mode. Disable any automatic pixel refresh during normal operation.
Event Log Analysis: Continue monitoring the Windows Event Log for any patterns or error messages related to the black screen issues. Look for commonalities that might help identify the root cause.
Contact Support: If you've tried all the above steps and the issue persists, it's advisable to contact Alienware/Dell customer support. Since the monitor is brand new, it may still be under warranty, and they can provide further assistance or arrange for a replacement if necessary.
Consider External Factors: While you mentioned that there's no movement in your chair, other external factors like power fluctuations or electromagnetic interference could also be contributing to the issue. Ensure that the monitor is connected to a stable power source and try moving it to a different location temporarily to rule out potential interference.

Random black screen issues can be challenging to diagnose, and they may require a combination of hardware and software troubleshooting. By following the steps above and working with customer support if needed, you should be able to narrow down the cause and find a solution to the problem.

Crusader8 · Answer

Hello Everyone, I think ive managed to solve this issue. After countless hours of configuring my Display drivers and reinstalling them, the random blackening still occurred. While meddling with my refresh rate settings, once i reverted it to 60hz in my windows settings (System->Display-> Advanced Display), it stopped completely. I have a feeling that the Alienware AW3423DW may not be capable of handling higher refresh rates when directed by the windows settings.
My build (Ryzen 5 7600x, GPU XFX7900XT). Hope this helps. When gaming, id use the AMD software to meddle with the refresh rates and frame rates. Works like a charm.

Fdelvalle40 · Answer

@Crusader8​ I had the same issue with my nvidia graphics card. I read on another post that suggested people do a clean driver install. The nvidia driver installer has this option. So far it’s been working great for me. I run mine at 144hz to take advantage of the 10 bit color. Since 175hz is 8 bit.

BrAtKo · Answer

Don't use standard mode (eco), try another preset mode.

Vanadiel · Answer

This issue went away on my DWF (same panel) when I switched from an Nvidia to AMD card. Based on some research into this issue, there seems to be a problem with DSC and Nvidia.

So lowering the refresh rate so you don't have to use DSC, might explain why for some that solves the issue.

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AW3423DW, brand new, random black screen

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