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30 Posts
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1228
October 14th, 2022 03:00
U3223QZ, Windows Hello, webcam IR sensor fails
My Dell U322QZ monitor (firmware M2T102) is having some weird issue for a few months.
It is a great and expensive monitor since it is designed for conference which supposed to have a descent webcam.
However, the IR sensor on the webcam used for Windows Hello login can occasionally refuse to turn on when the monitor wake up from inactive mode (restart, switch input source or wake up from Windows sleep).
IR sensor ON during Windows Hello
IR sensor failed to activate during Windows Hello
I took me a while with for me to conclude the issue as above. In order for me to eliminate and lock the issue to U3223QZ itself, I have tried on a few Windows 11 computers (thought it could be an individual computer issue) and waited for a few Windows patches (thought it could be a Windows Hello bug).
Once the IR sensor failed to activate, no matter how I restart, switch input source, or wake up from Windows sleep it will failed until I power off the monitor and power back on again (can be either power button or unplug the power cable).
I don't believe it is the webcam hardware issue since the IR sensor can work after a power cycle.
I hope it is a firmware issue but I have no way to contact Dell U3223QZ firmware team to test.
I'm raising my issue here to see if anyone else is having the same issue, or someone from Dell can contact me. I'd be happy to test a new firmware.
Arivaldo Jr.
2 Posts
1
October 21st, 2022 15:00
I have the exact same problem as you! And I couldn't solve it either. Help us.
RickyGao
1 Rookie
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30 Posts
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October 21st, 2022 20:00
Finally, I have someone on my side.
I contacted Dell and they want to switch my brand new U3223QZ two months old monitor with a refurbished one. But I don't believe a replacement can solve the problem since I can see the IR sensor can be actiavited. It is just an issue with the monitor wake up from inactive mode (restart, switch input source or wake up from Windows sleep)
Initially I thought it is the Windows 11 issue, waited for a few patch cycles, uninstll some USB drivers, but the issue still remains.
To me, it is more like a firmeware issue than hardware problem.
I hope I can speak to someone from Dell U3223QZ firmware team.
Arivaldo Jr.
2 Posts
1
October 23rd, 2022 07:00
It's certainly a software issue. Changing the monitor won't change anything, I believe. Will the Dell people help us?
RickyGao
1 Rookie
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30 Posts
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October 23rd, 2022 22:00
Anyone from Dell can pass this on to the U3223QZ firmware team?
crimsom
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6.1K Posts
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November 8th, 2022 23:00
Hi @RickyGao Dell Consumer product customers with Dell warranty should be using either @DELL‑Cares Private Message or the Get help now. Dell Technical Support do not interact with public Dell Community user-to-user discussion forums.