U2720Q, three, two PC's, randomly go black

Question

I have three Dell U2720Q monitors that I purchased back in April. These are connected to my desktop (home built) and work Dell laptop (Precision 5520) via different inputs (Two via HDMI and a DP to desktop, USB-C and the third HDMI go to laptop).

I have experienced on several occasions the two non-main monitors (so, the ones currently in the left and right positions) just randomly go black. The monitor looks like it's off, although I believe it's still on since 1. the white power indicator light remains on and 2. since I've accidentally changed the color profile while the monitor is in this state by clicking the wrong button

Observations from when this situation occurs:

the only way to get a picture in the monitor is to manually turn the monitor off (hit the power button) and turn it back on
the computer does not recognize that the monitor is no longer there - it still shows up in the display settings and the mouse can still be moved over to the blank monitor.
the monitor does not go through the cycle of first indicating that it no longer detects an input - rather, it just goes black without warning

This has happened with both computers mentioned (as well as another laptop). It has never happened with the monitor that is set as the main monitor.

I don't believe it's a connector issue. I've checked all the connectors to make sure they're securely in their appropriate ports. The fact that I've seen this happen with different computers, using different sets of connector ports, to me also implies it's an issue with the monitors themselves.

Is this a known issue? Are there any particular tests I should run to figure out what's going on?

Thanks

rktchip · Answer

This started happening to mine. It's only a couple weeks old. I'm going to get a RMA before it's too late.

Mine is setup as a single screen with dual inputs. Main is the HDMI input from my desktop PC. I also have my laptop plugged into USB-C. (Not that it matters but both machines are Dell).

This has randomly happened several times this week. I think it was always while I'm on HDMI input (but I can't say for sure). The first couple times I was confused and thought the monitor was asleep.

As noted, it's not sleep. The OSD does not work and only way to bring it back is power cycle the monitor. I took a video showing just that.. if anyone wants.

Awesome monitor if that can be fixed. Hopefully it's just a firmware glitch and not defective hardware.

allthemanythings · Answer

Oh, interesting, I hadn't thought about it, but you're right that this is only happening with the two monitors that I have connected via HDMI. HDMI doesn't seem to be an issue for all of them though, as the laptop I have is connected to my primary monitor via HDMI (the desktop is connected via DP) and this issue has never occurred on that monitor. While testing the peripheral monitors and setting them as my primary monitor, the issue still occurs. They're RMA'ing one of the monitors to see if that fixes the issue. If it doesn't, though, I'll try swapping to DP for all three monitors so that I at least have 3 working monitors.

rktchip · Answer

I got a replacement but it is still doing the same thing.    Original was manufactured in May 2020 and replacement is June 2020.  I tried changing HDMI (still only happens when on this input for me) and USB-C cables but no change. I guess I will have to move on and try a different brand. I am curious if you find a solution to fix the issue as I may revisit this monitor in the future.

allthemanythings · Answer

Yeah the replacement I got also still has this issue.

Are you still seeing it only on the HDMI input? I've swapped over to using DP instead of HDMI and haven't had the issue occur with the DP connections.

rktchip · Answer

Yeah I am pretty sure I'm only seeing it on HDMI.  My desktop only has DVI and HDMI output so I cant test if the issue goes away using monitors DP input. I dont have DVI to DP adapter. Also I am using the audio-line out from HDMI source through the monitor for my speakers.

roobs7 · Answer

I too have the exact problem. When using HDMI, the screen goes blank (as if it's on power save). None of the buttons on the monitor works except for the power button. USB hub still works. The only way to get the monitor to work again is to power off and power on using the power button. I have a feeling this is a firmware issue and the monitor goes in to power save. If you disable power save on the monitor, this issue seems to go away.

Greeneyed_golfer · Answer

I also have the exact problem with my brand new U2720Q. When using HDMI, the screen goes blank randomly. The only way to get the monitor to work again is to power off and power on using the power button.

Dell Level 1 tech support was useless. I went through the try-this/try that exercises with them. No help. They sent a replacement monitor which is behaving exactly as the first.

Monitors

U2720Q, three, two PC's, randomly go black

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