This post is more than 5 years old
2 Posts
0
52375
June 14th, 2014 08:00
U2913WM screen turning off randomly
So I got this ultrawide monitor brand new from the store with 3Y warranty. I've had these issues from day 1. I would get it serviced, but since the issues occur randomly I fear that the retailer will return it to me saying it is working normally after testing it for 30 minutes.
The issues are:
1. Screen will go blank (black screen with backlight still on) or it will freeze randomly. To resolve this I have to restart the monitor using the power button, which in turn will not respond right away, but will keep me waiting for 6-10 sec before the monitor will finally turn off. Monitor will resume working normally after restarting, until the next random freeze. Sometimes this will happen when changing resolutions (e.g. launching a video game). This can occur as often as 5-10 times a day.
2. Monitor occasionally will not go into sleep mode when the computer is turned off, put to sleep or left unused for a long time. Instead the screen will go blank with the backlight still on, just like in the previous issue, and the solution is the same - restarting the monitor. If not it will stay frozen even if the computer is turned on or woken up.
These happen both on DVI and DP ports. My video card is Gigabyte GTX 670 2GB. I did not have either of these problems with my previous monitor using the same PC.
I would appreciate a response from a Dell employee. Can these be fixed with a firmware update? Can the update be performed at home? I'm more or less a power user. If not, can I have the monitor serviced by an authorized dealer (in Sofia, Bulgaria) with an accompanying letter or email notification from Dell. Because as I said there's a big chance I will be refused a replacement of a seemingly working monitor. Good warranty service is not a strong point here, unfortunately.
0 events found
DELL-Chris M
Community Manager
•
56.9K Posts
•
232.1K Points
0
June 14th, 2014 10:00
Can these be fixed with a firmware update?
* Unknown. Try testing with DisplayPort 1.2 disabled in the monitor OSD (On Screen Display)
* Computer Gigabyte GTX 670 DP out --> Dell DP to mDP cable --> U2913WM mDP in
* Press the monitor Input Source select button
* Highlight Mini DisplayPort
* Hold the green check down for 8 seconds
* Disable DisplayPort 1.2
* Exit the OSD
Can the update be performed at home?
* No. To get a monitor with the latest firmware, you must initiate a monitor exchange through Dell.
If not, can I have the monitor serviced by an authorized dealer (in Sofia, Bulgaria) with an accompanying letter or email notification from Dell.
* No. We do not repair monitors in the field, we simply replace them.
praxiskit
2 Posts
0
June 14th, 2014 11:00
Thanks for replying.
I've already tried with the DP 1.2 on and off, I get same results.
Is this a common issue with this model or Dell monitors in general? I don't want to just take to the store and leave the monitor there. The more information I give them, the better results I will get. If this is a known issue, it will help if I tell them that, maybe even show them this discussion. (I must take it to the store I bought it from, they will have it sent to Dell dealer only if they find a fault. I've had defective hardware returned to me before, that's why I bring this up.)
DELL-Chris M
Community Manager
•
56.9K Posts
•
232.1K Points
0
June 14th, 2014 21:00
Yes. The black screen with backlight still on is an issue when the video card or the video card driver are not DisplayPort 1.2 MST compliant. Monitor occasionally will not go into sleep mode has been reported.
Atheus
5 Posts
0
July 1st, 2014 15:00
Are you sure this is an accurate assessment of the problem? I have the exact same problem, but I'm using Dual-Link DVI. The OP also indicated they have experienced the problem with both DP and DVI. Does DisplayPort 1.2 have anything to do with monitors connected via DVI?
Also, my video card is a GeForce GTX 780. It's hard to imagine this card lacking any features on its DP interface.
To the OP: I had this problem immediately when I bought this monitor last Fall. I got a replacement around New Year, and for a while it was perfect, but now my replacement has been slowly degrading to the point where it goes blank and needs to be power cycled at least once a day. This leads me to believe there is some faulty solid state component in these things that is wearing out.