U2713H A06 USB3 Problem Fix Report

Question

Back when I first bought a Rev A02 Dell U2713H in May of 2013, everything worked fine. However, after a few weeks the USB3 interface with the monitor died. I really did not need the USB capability at the time, and the monitor was the best I have seen from Dell after using other large monitors since 2008, I held off calling Dell tech support. Since then I saw many reports of USB3 failures, with no real cure after many exchanges by Dell tech support. I did not want to go through the same experience.

I finally called Dell tech support a few days ago to see if there were any fixes to the short-lived USB3 hub in the U2713H. As usual, the Tech support reps had no information about USB3 fixes. Their advice was to send me a “refurbished” U2713H to see if would work better that the Version A02 I had. I asked the rep to add a note to make sure I was sent a Version 04 or later monitor and to make sure it has everything working including the USB3 interface.

The “refurbished” U2713H monitor arrived via FedEx overnight . It had been shipped from DecisionOne, in Grove City, OH. It was received in nearly brand new condition! No sign of previous use other than being shipped in a reused box. Looking at the back label, this monitor was manufactured in August of 2013. The original version number was covered over with a small paper label that says “Rev A06” instead of the expected Rev A04 or maybe A05.

I unpacked it and set it up for testing with my Dell T7600 workstation’s nVidia K5000 video card feeding a Dell 3008WFP and the replacement U2713H with two Display Port cables. Initially my nVidia K5000 saw the U2713H, but it would not allow me to add it as a second monitor. After spending a while trying different Display Port cables and tests to see if the mini-DP and DVI inputs worked, I found that I had to connect both the nVidia K5000 DVI and Display Port cables at the same time. Then the K5000 recognized three monitors ports, including both the U2713H DVI and Display Port inputs. Then I unchecked the U2713H DVI in the nVidia Control panel leaving the 3008WFP and U2713H DP selections working normally.

After receiving all the recent complaints about the original U2713H USB3 short-life failures, I believe Dell turned the problems over to DecisionOne to solve. The paper Rev A06 label may indicate that they made a change that corrected the long standing USB3 problem. I was worried about backlight bleeding problems that were reported with the U2713H as well as the U3014 monitor. But there is NO sign of backlight bleeding on this one.

I will keep an eye on the replacement U2713H to make sure the USB3 problem does not come back.

Keo Lin · Answer

I just received a brand new Dell U2713H yesterday (Rev A06). Today, I thought I plug in my USB stick on the side, and unfortunately, I discovered that they don't work. :( Called Tech Support and they are clueless about the problem and have arranged for a brand new one, which means more wasted time waiting for the courier, which frankly, I don't think will solve my problem.

Here's what I noticed with mine:

If I plug the monitor's upstream USB3 cable into my PC's USB 3 port - bottom USB ports on monitor work, but side ones don't.
If I plug the monitor's upstream USB3 cable into my PC's USB 2 port - ALL USB ports on the monitor work.

w6fxj · Answer

Keo Lin

Have you tried the latest U2713H driver here: http://www.dell.com/support/drivers/us/en/04/DriverDetails/Product/dell-u2713h?driverId=MKTX9&osCode=W732&fileId=3285744297&languageCode=en&categoryId=DD This has the necessary drivers to make the U2713H Renesas USB3 hub work properly. This was released 10/3/2013 and may not be on the Dell DVD shipped with the monitor.

Bill

Keo Lin · Answer

Thanks for the response Bill. Yes I have installed that particular file.

Here are the steps I've taken in attempt to rectify the problem (with assistance from Dell Tech Support)

Install latest driver
Turn monitor off, unplug everything and hold the power button for >10 seconds.
Performing factory reset on the monitor through the OSD
Trying different USB devices on the various ports on the monitor
Banging the monitor on the side really hard (Just kidding)

So the tech have arranged a new exchange, but I'm a bit skeptical, now realizing after reading the forums that the USB problem is not a new one, and that the unit I received was already a late revision (A06).

w6fxj · Answer

You need to download the PDF file from Dropbox and read it with Acrobat Reader.  Dropbox's PDF reader makes the highlighted text unreadable!

w6fxj · Answer

Keo Lin

I have put a PDF showing the U2713H, USB3, Device Manager, connected and disconnected, here: https://www.dropbox.com/s/952o2l7hrhwtxrr/Device-Manager-With-and-without-U2713H-connected.pdf

This shows Device Manager screen captures of the additional USB components added by a properly working U2713H monitor. This shows the Realtek USB3 Card Reader, the additional U2713H USB2 ports on the bacl connector panel and the added two USB3 Hub ports on the side. If you use a fairly recent Acrobat reader with will see yellow highlighting and my comments.

The first page show what is on my Device Manager without the U2713H USB3 cable. The second page shows the added stuff once the U2713H USB3 cable is reconnected. Just make sure you are using a Blue USB3 cable connected to a computer blue USB3 jack.

Bill

Keo Lin · Answer

Thanks for the reply Bill.

Like I said, when plugged into my desktop's USB2 port, everything works. When plugged into my desktop's USB3 port, the side USB ports don't work. And yes, this is reflected in my Device Manager's USB controllers info window.

w6fxj · Answer

Do you have a USB3 external drive or other device to check your computer's USB3 ports?  These should work and should be seen in the Device Manager USB display.  Would you pass along what computer you are using and what Windows version you have.  I use Windows 7 64 bit on a Dell T7600.  You need to verify that your USB3 ports are working properly.  Most Dell computers need the correct USB3 drivers for the on-board ports.

w6fxj · Answer

Let's hope the replacement works correctly.  If you have the same problem there may be some incompatibility between your computer's USB3 card and the Renasis U2713H USB hub.  Just for grins, does your current U2713H have a white paper Rev A06 label?   Mine had the A06 change installed by DecisionOne, a technical contractor used by Dell.  You can see a photo of my U2713H's label area here:  https://www.dropbox.com/s/wdr1pk5m7liao4s/U2713H-Label.png

Keo Lin · Answer

Hi Bill. Yes, my USB3 ports on my desktop are working correctly, as tested with my external USB3 HDD.

I'm using a desktop I built myself - The motherboard I'm using of which the USB3 ports are coming out of is ASUS P8Z77-M, using latest BIOS and drivers. I'm running Windows 7 Enterprise.

DELL-Chris M · Answer

'Yes, my USB3 ports on my desktop are working correctly, as tested with my external USB3 HDD.' Are the USB ports on the computer blue or do they have SS marked on them? When the USB 3.0 HDD is connected directly to a computer USB 3.0 port, have you done a throughput test on the USB 3.0 HDD to verify the throughput?3.0 Super Speed 5GbpsHigh Speed 480MbpsFull Speed 12Mbps

Keo Lin · Answer

Bill: Yes, mine's an A06 revision.

Chris: Yes, the USB3 ports on my desktop are blue in color, and yes, my USB3 HDD definitely transfer files much more quickly when plugged into the blue USB3 ports on my desktop than when plugged into the USB2 ports.

Monitors

U2713H A06 USB3 Problem Fix Report

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