U3821DW, not recognize USB-C input, can't access settings menu

Question

2 days ago my U3821DW quit recognizing the input from my laptop via USB-C although it would still power the laptop. I tried the HDMI port as well and tried another laptop with both ports and the monitor would not recognize any inputs. I tried the laptops on a different monitor and they were fine.

I figured I would try a factory reset, but when I press the joystick to get the OSD I only see the input selections with the left and right buttons showing as active. The Up and Down are not active. No matter what input I select I get nothing and I can not get to the settings menu.
I can get to the diagnostic menu by holding the stick for a few seconds and when I get into that the Up/Down buttons are available, but ONLY in that menu which does not let me reset.

Any ideas?

DELL-ChrisM2 · Answer

* What is the warranty status? Enter the private U3821DW service tag HERE to check

* Turn the Laptop off
* Disconnect the U3821DW USB-C video cable from the Laptop

* Turn the Laptop on, lid open

* Turn the U3821DW off
* Disconnect every cable (power, video, USB, network, audio, etc.) and all peripheral devices from the U3821DW
* Press and hold the U3821DW rear power button for 8 seconds
* Reconnect only the power cable and the provided USB-C video cable to the U3821DW

* Connect the other end of the USB-C video cable to the Laptop and retest

mcsimpson · Answer

@DELL-ChrisM2​  it is out of warranty by over a year. I have tried all of the steps you suggest. Any other magic way to get to the factory reset option?

DELL-ChrisM2 · Answer

The no cabling + power button hold is the only baseline 'power reset' I know.

anne_droid · Answer

Hi

I have this to offer (which is what you already tried no doubt)...

Turn the monitor on and press any of the front/bottom buttons (not the power button) to open the OSD menu.
Use the lower/up‑down buttons to navigate the menu and select the “Others” (or “Settings”) section.
Find and select “Reset” or “Factory Reset”, confirm “Yes” when prompted, and the monitor will restore default settings.

If you want a hardware-style discharge first, turn everything off, unplug all cables (including power), hold the power button for ~8 seconds, then reconnect and power on — this can clear residual charge and sometimes helps if settings aren’t applying. As per @DELL-ChrisM2

So this is not recommended, but may help, it is a 3rd party possibility .............

3rd‑party software (softMCCS) can also restore factory defaults from a connected PC; run the utility and use the “Restore factory defaults” option.

Warning Will Robinson (Lost in Space) reference to a hazardous situation.

mcsimpson · Answer

@anne_droid​  yeah, so the problem is that the up/down options are not selectable, only left/right and therefore I can’t get to the reset.   It is like that OSD is in a weird mode. The only options are to select an input, none of which it likes. I have had this same setup for almost 4 years and did not change anything. Regarding your comment about a 3rd party solution from a laptop I haven’t wonder if that would work when the monitor does not recognize the input.

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U3821DW, not recognize USB-C input, can't access settings menu

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