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June 16th, 2023 13:00
AW3423DWF, unable to update firmware M3B104
Hello.
Trying to update the AW3423DWF firmware. I receive an error stating "The selected firmware package is not for this monitor" every time I try to run it. I've tried different USB ports for the upstream cable as well as a different computer with no luck.
Anyone else had this issue with a solution?
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cptsmirnov
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June 16th, 2023 13:00
No luck, unplugged power and factory reset before also. Really strange..
cptsmirnov
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June 16th, 2023 13:00
Yes, from the monitor’s drivers/firmware web page
Vanadiel
6 Professor
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June 16th, 2023 13:00
Did you get the firmware from the official driver location?
Vanadiel
6 Professor
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June 16th, 2023 13:00
That is odd. Mine updated fine.
You can try redownloading it: firmware
You can also try resetting the monitor to factory defaults and try flashing again,
Vanadiel
6 Professor
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June 16th, 2023 13:00
And it's a DWF and not a DW, correct?
cptsmirnov
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June 16th, 2023 16:00
That’s right, the DWF model.
DELL-Chris M
Community Manager
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56.9K Posts
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June 19th, 2023 09:00
cptsmirnov,
We tried finding the private monitor Service Tag in our tools using your private Forum email address but were unsuccessful.
Click the DELL-Cares username. On the right, click, "Send this user a private message". Provide to them the private monitor Service Tag.
Assuming that both computers were running Windows OS?
Vanadiel
6 Professor
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June 19th, 2023 10:00
@DELL-Chris M I don't think you have to use the USB-C to DP for firmware flashing. That would be for providing DP connectivity using USB-C that supports video/audio output.
I don't use it on mine and it works perfectly. You should only have to use the USB 3.2 GEN 1 provided upstream cable. That is what I use on mine to flash it.
Installation instructions
2. Connect the USB upstream cable directly between the monitor and your computer.
3. Double-click the file you have downloaded.
4. After the Firmware Update utility is launched, follow the onscreen prompts to complete the update process.
DELL-Chris M
Community Manager
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56.9K Posts
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June 19th, 2023 10:00
In Menu- Others, what is the currently installed firmware version?
If connecting from the PC's USB-C port, you must be using the provided short USB-C to DP 1.4 1m/3.2ft cable. We did not test longer USB-C to DP cables.
H8RPH DP 1.4 to DP 1.4 1.8m/5.9ft (AW3821DW, AW3423DWF, AW3423DW, AW2724DM, AW2724HF, AW2723DF, AW2721D, AW2524H, AW2521H)
P57VD USB-B to USB-A 1.8m/5.9ft (AW3821DW, AW3423DWF, AW3423DW, AW3420DW, AW3418DW, AW3418HW, AW2724DM, AW2724HF, AW2723DF, AW2721D, AW2720HF, AW2720HFA, AW2524H, AW2521H, AW2521HF, AW2521HFA, AW2521HFL, AW2521HFLA, AW2518H, AW2518HF)
W5YKK USB-C to DP 1.4 1m/3.2ft (AW3423DWF, AW2724DM, AW2724HF, AW2524H)
DELL-Chris M
Community Manager
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June 19th, 2023 12:00
Agreed. But most users have both a video cable and the USB-B to USB-A cable connected to the PC in which they are running the update. So I was trying to cover that base in case they were using a longer retail cable.
cptsmirnov
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June 19th, 2023 12:00
Hi, no I haven’t used the usb c to DP but I have used the provided upstream cable.
F58912919
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August 25th, 2023 20:55
Hi, i had the same problem and error message as you. I have two DELL displays connected to my pc (DWF and a conference monitor), both are also connected via DP to DP and with their usb uplink cable - that was the problem for me. The update.exe seems to have problems finding the right monitor. Disconnecting the conference monitor (the usb uplink cable and the DP cable) before starting the update.exe as administrator fixed the problem - updater gets the correct model number and applies B104.
(edited)
Vanadiel
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August 26th, 2023 15:40
@F58912919 aha, I never considered that. I actually have 2 monitors both with upstream USB connected and it worked fine for me. I only have USB devices plugged into 1 though. Do you have USB devices plugged into both?
But you are right, it could be a USB thing.
(edited)
user_3f90ca
1 Message
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August 28th, 2023 05:33
@cptsmirnov @Vanadiel : I have a somewhat related experience in that my Dell Webcam 7022 was actually preventing my monitor from being detected. Unplugging my webcam and doing the update fixed it for me, but definitely a clash with Dell USB.
@DELL-Chris M : Could you please create a bug ticket for the development team? A bit of an annoying bug.
Thanks.