U2414H- DisplayPort link failure

Question

hi,

I connect my Toshiba laptop to a U2414H at home and to two other older Dell monitors at work. There is rarely stable connection to U2414H; however, there is never a problem to the two older monitors. The connection at home is via a mini DP to DP cable or a HDMI to DP cable. The connection at work is via a VGA and a DVI to DP cable.

details per FAQ:

What is the 20 digit alpha-numeric monitor serial number and A0x revision?

CN-0YMNWR-74261-68Q-4Y8L-A03

To what computer model is the monitor attached?

Toshiba Tecra R950 PT530A-008001

Graphics:

AMD® Radeon HD7570M 1GB (DDR5)

What video out ports are on the video card/GPU or computer?

Display port and VGA

List all monitor cabling attached to the computer and the ports they are using Display port and VGA
What Windows power plan?

high performance (no difference between balanced or high performance)

Press the monitor Menu button to open the monitor OSD (On Screen Display). The bottom of that screen should show a resolution. What is listed?

sometimes the menu could pop up showing the Resolution: 800x600, 60Hz. Maximum: 1920x1080, 60Hz
sometimes the menu didn't pop up

printscreens

The input source in the U2414H is set correctly to miniDP. I am not always able to visualise the menu from the monitor, which one usually sees from pressing the 4th button from the power button. Sometimes display could be shown at low resolution on the monitor with resolution 800x600 seen in the menu. When the signal is not detectable, the menu couldn't not be seen. I am not sure the connection error messages from my laptop are helpful but here are the printscreens:

Displayport link failure:

DisplayPort lower resolution:

Windows update

I am not sure if this update is essential but it fails to install again and again:

Dell Inc. - Bus controllers and ports, display- Dell 2208WFP(Digital)

Graphic driver

I've checked AMD's website. I have correct version of graphic driver installed. I have even tried uninstallation and reinstallation of different versions of the driver. The display was shown correctly just once at resolution 1900x1600. Now the display cannot be shown on the monitor.

I am not sure if the detail of my monitor has been logged correctly in the server but this is what I saw when entering my service tag. How do I ask for tech support from the company?

DELL-Chris M · Answer

Was this purchased directly from Dell? Or from a reseller?

That service tag in all of our tools is showing a U2717D. Take a picture of the U2414H label showing the tag and express code.

When leaving work, are you leaving the laptop on and just closing the lid, then disconnecting from the other two monitors? You should be doing a complete laptop shut off before disconnecting from the other two monitors.

* The laptop is turned off, not in some sleep mode
* The U2414H is off
* Turn the laptop on with the lid open
* Get all the way into Windows
* Connect the U2414H to the laptop =
Laptop DP out port --> U2414H DP to mDP cable --> U2414H mDP in
* Turn the U2414H on
* Use the laptop to extend the Windows desktop to the U2414H. The resolution should be 1920x1080 60Hz

luenhchang · Answer

hi Chris,

thanks for responding to my post.

Was this purchased directly from Dell? Or from a reseller?

> My first one was purchased thru a seller on pchome.com.tw. It got replaced in Nov 2016. The replacement was shipped from Dell.

That service tag in all of our tools is showing a U2717D. Take a picture of the U2414H label showing the tag and express code.

>

When leaving work, are you leaving the laptop on and just closing the lid, then disconnecting from the other two monitors? You should be doing a complete laptop shut off before disconnecting from the other two monitors.

> I always disconnect the two monitors after my laptop shuts down completely. HDDs are vulnerable when computer shut down. I don't even touch my laptop when I shut it down and start it up.

I've just tried these. The displayPort link failure pops up. My monitor remains black.

* The laptop is turned off, not in some sleep mode
* The U2414H is off
* Turn the laptop on with the lid open
* Get all the way into Windows
* Connect the U2414H to the laptop =
Laptop DP out port --> U2414H DP to mDP cable --> U2414H mDP in
* Turn the U2414H on
* Use the laptop to extend the Windows desktop to the U2414H. The resolution should be 1920x1080 60Hz

DELL-Chris M · Answer

You should get it exchanged again using the 20 digit serial number to verify it is still within 3 years from the manufacturer date. Where on the rear of that monitor is that label in that picture? The U2414H 20 digit serial number barcode label is on the very bottom/back under the ports.

What is odd is that the part number is correct, but the tag and code are not.

GZGW9D2 = U2717D
36973212518 = U2717D
YMNWR (Dell part number) = U2414H

luenhchang · Answer

hi Chris,

I am not sure the warranty status can be found online. Using the 20 digit CN0YMNWR7426168Q4Y8L

I got this on the warranty page:

What phone number should I use for requesting an exchange? Is there any possibility that this communication can be forwarded to the tech support or other people so they will do the exchange for me? Last time, I had to go through a terrible two hour phone call to check the monitor.

DELL-Chris M · Answer

An exchange cannot be done from here. You must call or chat in. I realize that the website/service tag is incorrect. Forget trying to use it. They should simply look at the 20 digit serial number and give you a 3 year warranty starting on that date.

* Based on the monitor 20 digit PPID serial number code start date, Dell will warranty the monitor for 3 years for most monitors. There are exceptions (S2340M, S2340L, etc.) which only had 1 year warranties.
* You must contact Technical Support for your country (USA 1-866-618-2044) by phone. Tell them to open the Dell internal only Oracle Knowledge Information center
* In the search blank, they should enter PNP13081, then click Search. This brings up the article,
"Dell Monitor Replacement Policy and Procedure - Dell Global Policy". They should read Scenario 7

Scenario 7 =
Discussion: The customer is unable to provide a Dell Order number or monitor Service Tag number. The only information the customer has is the 20 digit PPID serial number for the monitor.
Warranty Length: 3 years from the monitor manufacture date embedded in the 20 digit PPID serial number
Replacement Procedure: Set up the monitor replacement against the dummy tag

* You would provide the following data to the representative if you ever need a monitor replacement within that 3 year period:
Brick or Online Store address and copy of sales invoice:
Monitor model:
Monitor 20 digit alphanumeric PPID serial number:
[Your]
Email address:
Name:
Shipping address:
Phone number:
Operating system:
Video card:
Video card ports tested:
Issue:
Troubleshooting performed:
* Monitor Factory Reset done
* Monitor failed Self-Test and Built-in Diagnostics
* Post further troubleshooting

Monitors

U2414H- DisplayPort link failure

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