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AW3423DW, does not wake from standby
I received my AW3423DW less than a month ago and seem to be having an issue where the AW3423DW goes into standby, then I cannot wake it unless I unplug it, let it sit for a few seconds, then plug it back in. I am also aware which button is the power button and which is the menu button. I have searched the forums and online for this issue and usually it seems that people mistake the menu button for the power button. Suffice to say, when the power button doesn't work, the menu button doesn't either.
The occurrence is random, and not related to the pixel refresh cycle. I know that is happening when I see a breathing green light, though the pixel refresh appears to happen quite often and with what seems a greater frequency than 4 hours use time. I've seen the pixel refresh happen 2 times in a row within 20 minutes of each other and the first was allowed to complete before I used the AW3423DW again.
When the AW3423DW doesn't wake, sometimes the power light will be on purple (which is the color I set it to while on), sometimes the power light will be off (which I set it to when the AW3423DW is off), and sometimes it will just be stuck a random color, of which I have seen pink or teal. When any of these is happening, the power button is unresponsive. No amount of pressing it will make the AW3423DW turn back on. I have tried holding it for quite a while with no result. Moving my mouse or hitting a key will not wake it. The only way to get it to work again is to unplug, wait, plug back in.
I had a similar issue with my last monitor, a Dell S3220DGF. That monitor also would go into sleep mode, but the backlight would stay on displaying a black screen which is very possibly what's happening with the AW3423DW, there's just no backlight so the screen appears black but is still on. No amount of messing with the power button would wake it. I would need to unplug it then plug it back in and it would work fine. The occurrence was random with that monitor as well.
I have tried updating power settings in both the Command Center, as well as in Windows. I have tried updating my drivers using the ones on the Dell website as well as letting Windows find what it believes is the best driver. I have tried different ports on my video card. I am using the supplied DisplayPort cable that came with the AW3423DW plugged into an EVGA 3080 FTW3 and my AW3423DW firmware is M0B102. I do not believe the video card is the issue as I've had the same issue on an EVGA 1080ti SC2. I am currently using Windows 11 but the issue happened using Windows 10 as well.
Any help on this would be appreciated. I am worried this issue will get worse until it just no longer turns back on.
Naekyr
10 Posts
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January 21st, 2023 18:00
Display port
Vanadiel
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6.1K Posts
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January 21st, 2023 18:00
I would check the cable to the monitor. It should not drop communication.
Also you never listed what connection you are using.
Naekyr
10 Posts
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January 21st, 2023 19:00
DisplayPort
and I just finished trying other cables, tried two hdmi cables as well nothing works - monitor won't turn on and none of the buttons on the monitor accept input until in pull out the power cable and leave it for 10 second and plug back in
Mgrobins_75
8 Posts
0
January 21st, 2023 23:00
If you unplug and replug your DP cable when your monitor is not working properly does it help?
Also, my PC does not sleep. I shut down each day. When I have the issue of the black screen I don't think it's even showing the BIOS post messages - which would suggest that this is a hardware level problem NOT windows based.
Can anyone else here confirm these symptoms are the same as theirs?
I have not had it occur for a couple of days now and I am hoping my problem was in fact the DP cable being unseated enough to make it flaky.
We are involved in the most frustrating of troubleshooting scenarios - "the intermittent problem".
Rongok
21 Posts
0
January 22nd, 2023 04:00
Read through my original post in this thread, you'll see we:re all having the same issue, all tried the same troubleshooting steps, and all have failed. The only solution at the moment I have found is unplugging the monitor, letting it discharge, then plugging it back in.
This is not a cable issue. I have tried different dp cables as well as different hdmi cables, same result. I have tried Win 10, Win 11, one monitor connected, 2 monitors connected, connected to my IGPU, different ports on my 3080, connected to a laptop, updated and rolled back drivers, and nothing worked. I recently changed my mobo, prcoessor and ram with the same issues. This thread started in September and is full of the same story over and over, and no one from Dell has responded. You have 2 choices, rma now and get a refurb, or rma when it dies and get a refurb.
Rongok
21 Posts
0
January 22nd, 2023 06:00
After replying earlier I figured I'd try one last thing to see if I can confirm my suspicions this is related to either switching resolutions or switching to / from HDR. I am currently using WIn 11. I sat here for about 2 minutes switching between HDR and SDR and it locked up. Had to pull the plug to get it to turn on again. I have been able to repeat this result as well. Sometimes takes a while, sometimes it happens right away. I am now 100% positive this issue is related to switching to / from HDR. In my case this last time it was going from HDR to SDR.
cold12141
1 Message
0
January 22nd, 2023 08:00
I have the same display (DW) and have had this happen a couple times now. Only thing that fixes it for me as well is unplugging power from the monitor for a moment. When it happens the power LED is illuminated the normal running colour as though it's working properly. USB hub also still works as I use it for my KB&M but no picture and windows isn't detecting the display correctly because my secondary display becomes primary (for login, etc.).
I usually run the monitor in SDR for normal usage in Windows but switch when gaming. I never put the computer to sleep in HDR mode, so I don't know if it's related to HDR/SDR switching unless for some reason that happens at wake from sleep.
Naekyr
10 Posts
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January 22nd, 2023 11:00
Unfortunately pulling cable in/out doesn't help, I've tried plugging cable in/out and also swapping to different cable, I've even tried plugging the otherside of the cable into a laptop instead of my pc and then even tried connecting a PlayStation 5 to it and the monitor still does nothing - it's like the monitor is completely frozen solid and even if I pull all display cables out of the monitor it won't go into standby it just stays on forever showing a black screen until I rip the power out the wall
Vanadiel
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6.1K Posts
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January 22nd, 2023 12:00
It has a 3 year advanced warranty, so you might want to start the warranty request by talking to a Dell agent. Pressing the get help now button in the lower right corner of the screen will connect you to a Dell agent.
Naekyr
10 Posts
0
January 23rd, 2023 17:00
Hi Vanadiel,
That's what I've done thanks. I've showed Dell what the monitor is doing and told them what I've tried. The only extra step they asked me to do is to use the joystick to do a factory reset on the monitor to see if that would help but it did not, the screen had the issue reappear within a couple minutes after the reset. As such I will now send the monitor back to Dell and they will send me a replacement.
I hope the replacement doesn't have this issue; as far as I know my monitor was on the latest firmware already so I don't have high hopes unless the issue is caused by hardware failure but given how many others here have the same issue I suspect it could be a software issue that requires a firmware fix.
Vanadiel
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6.1K Posts
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January 23rd, 2023 18:00
DW does not have user upgradable firmware. DWF has user upgradable firmware.
crunk1
1 Message
0
January 25th, 2023 17:00
+1 to this problem. I got my monitor probably ~2 weeks ago. Today, I stepped away from my desktop for 10-20 mins, came back, monitor is black and power button is blinking white.
Things I've tried:
Nothing works to wake it up. Power cycling the monitor is the only thing that has worked: unplugging the monitor power, waiting, plugging it back in. I'm going to disable Eco Mode to see if I can avoid this going forward.
Naekyr
10 Posts
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January 26th, 2023 02:00
Unfortunately disabling or enabling eco mode doesn't seem to help for the issue
GameZone86
21 Posts
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January 27th, 2023 13:00
I had to RMA my unit over this. I was annoyed by the fan in the first place, and now it wouldn't wake up from sleep. My new monitor have woken up without issues, but I have only owned it for a week. The fan is still annoying, but nothing to do about that.
unireverse
1 Message
0
February 1st, 2023 23:00
I am having the same exact issue. This seems pretty wide-spread