U3821DW, Microsoft Surface, DDM cannot communicate

Question

I have a brand new Dell UltraSharp U3821DW and was hoping to take advantage of the DDM (Dell Display Manager) feature advertised on the product page. But for some reason my PC doesn't seem to recognize that it's connected? I get the following error: "This program cannot communicate with any supported Dell monitors. Check your display driver, cables and connections.".

For what it's worth, I have it connected to a Microsoft Surface (Windows 10 Pro) via USB-C and I did just manually download/install the most recent video card drivers. Rebooted, still getting the same error.

Hoping someone can help - thank you in advance!

Christiana

DELL-Chris M · Answer

* Enter the U3821DW Menu. See page 41 in the online U3821DW User's Guide* Go to Others* Is DDC/CI set to On? See page 57

rubyreddelicious · Answer

Hi Chris, Yep, DDC/CI is set to 'on.' Sorry for failing at instructions 101 here - see below for the other details, and I will respond to the private message with the others as well. Video card - AMD Radeon Graphics Processor (0x15D8) - Ryzen 7 Microsoft Surface Edition 2.30 GHz Connected via USB-C from laptop directly to USB-C upstream port in back of monitor (laptop has no other video out ports) Thank you! Christiana

swamped207 · Answer

While holding down the SHIFT key, right-click on the DDM system tray icon and select 'Save diagnostic report' from the popup menu; then post the report here. It will help pinpoint the issue.

rubyreddelicious · Answer

@swamped207 no problem - here is a link to the output file!

https://we.tl/t-NwCRjTS7gt

Tried to paste it in here, but kept getting an error, so hopefully this works. It's just a single text file.

Thank you!
Christiana

swamped207 · Answer

The error from Windows that DDM gets is 0x0000001F = "A device attached to the system is not functioning". This is sometimes caused by an incomplete driver update, so try this:

1. Open the “Run” dialog box by pressing and holding the Windows key, then press the R key (“Run”)
2. Enter "devmgmt.msc" and click OK to start Device Manager
3. Delete (uninstall) every entry listed *under* the "Monitors" category (NOT the "Monitors" category itself!)
4. Delete (uninstall) every entry listed *under* the "Display adapters" category (NOT the "Display adapters" category itself!)
5. Go up to the Action menu, and select "Scan for hardware changes"

Try DDM again, after all the display reconfiguration fireworks end.

Monitors

U3821DW, Microsoft Surface, DDM cannot communicate

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