UNSOLVED

AleksandarGrbic

updated

10 years ago

0

6705

May 12th, 2016 10:00

U3415W - Not recognized

Hi there,

I bought this screen today and I was very happy it finally arrived after 30 days of waiting, sadly, after countless hours of trying to fix this, monitor simply is not recognized in Dell Display Manager. I Googled for hours, tried different cables (HDMI, DP), tried installing different version of DDM (Ended up with latest version), installed latest drivers on my laptop, tried stuff in safe-mode, nothing worked.

My laptop is one of the latest generation laptops: Acer Aspire VN7-792G

It has two GPU's, one of them is nvidiga geforce gtx 960 and another one intel hd 5300. My CPU is:

i7-6700HQ CPU @ 2.60GHz, 2601 Mhz, 4 Core(s), 8 Logical Processor(s)

I payed over 1100 euros for this screen in eastern EU and I would really be grateful for a help on how to fix this.

PLEASE HELP!

  • DELL-Chris M

    Community Manager

    56891 Posts

    232143 Points

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    Posted May 12th, 2016 10:00

    Is the U3415W USB upstream cable connected from the U3415W to a USB port on the laptop?

    U3415W User's Guide


    DELL-Chris M (old account)

    #IWork4Dell

  • 3837

    0

    Posted May 12th, 2016 14:00

    HDMI cable from my monitor is going to the HDMI in my laptop. And also I m very sorry but I don't know what is upstream cable ? 

    I just ordered Type C USB to HDMI converter, hoping that would solve the problem in case you don't manage to find the issue :(...

    Also when I did a DDM test, I remember some of the messages were related to :

    "Error: communicating via DDC/CI" and also something that my monitor is not supported or similar...

    Thanks a lot man and please help me out on this..

  • 3837

    0

    Posted May 12th, 2016 15:00

    To add to my previous post, here is my DDM diagnostic report:

    ////////////////////////////////////////
    23.05.54.875...LanguageID = 00000409 00000409 0000241A
    23.05.54.882...Build = 1.27.0.1792
    23.05.54.882...Windows handles = 00030130 000100BE 00010138
    23.05.54.883...OS monitor sleep timeout value = 0 ms.
    23.05.54.883...Applied DPI = 96-96
    23.05.54.883...VM = 0
    23.05.54.897...Starting enumeration
    23.05.56.728......Skipping unsupported device MONITOR\LGD0469\{4d36e96e-e325-11ce-bfc1-08002be10318}\0000
    23.05.56.744...1. DELA0AA.F1T1W62N0H9L on Intel(R) HD Graphics 530
    23.05.56.745......Adapter name = \\.\DISPLAY26
    23.05.56.745......Monitor name = Dell U3415W(HDMI2)
    23.05.56.745......Vendor ID = 8086
    23.05.56.747......GPU driver = igdumdim64 20.19.15.4364
    23.05.56.747......Flags = 00000001.00000003
    23.05.56.747......Display tag = D1E780AA
    23.05.56.747......Monitor number = 2
    23.05.56.747......Monitor handle = 028A094B
    23.05.56.748......Raw EDID = 00FFFFFFFFFFFF0010ACAAA04C394830091A010380502178EAFD25A2584F9F260D5054A54B00714F81008180A940D1C0010101010101E77C70A0D0A029505020CA041E4F3100001A000000FF00463154315736324E3048394C0A000000FC0044454C4C205533343135570A20000000FD0030551E5920000A20202020202001D1
    23.05.57.306......Error: communicating via DDC/CI (0xC0262589) = An operation failed because a DDC/CI message had an invalid value in its command field
    23.05.57.307......Error: failed to obtain output mask from display driver
    23.06.00.374......Error: communicating via DDC/CI (0xC0262589) = An operation failed because a DDC/CI message had an invalid value in its command field
    23.06.00.374......Error: failed to obtain output mask from display driver
    23.06.05.939......Error: communicating via DDC/CI (0xC0262589) = An operation failed because a DDC/CI message had an invalid value in its command field
    23.06.05.939......Error: failed to obtain output mask from display driver
    23.06.05.939......Discarding unsupported display: DELA0AA.F1T1W62N0H9L on Intel(R) HD Graphics 530
    23.06.05.939...Ending enumeration
    23.06.05.948...New=LGD0469000000030000 DELA0AA000000030100
    23.06.13.388...0ld=LGD0469000000030000 DELA0AA000000030100
    23.06.13.392...New=LGD0469000000030000 DELA0AA000000030100
    23.06.20.196...\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
    23.06.20.196...Dump: complete Windows device enumeration
    23.06.20.196...1.DeviceName = \\.\DISPLAY25
    23.06.20.197.....DeviceFlags = 00000005
    23.06.20.197.....DeviceString = Intel(R) HD Graphics 530
    23.06.20.197.....DeviceID = PCI\VEN_8086&DEV_191B&SUBSYS_103B1025&REV_06
    23.06.20.197.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{D4C76CAA-0608-445B-8FF7-DFCD9BBB2289}\0000
    23.06.20.199.....a.MonitorName = \\.\DISPLAY25\Monitor0
    23.06.20.199.......MonitorFlags = 00000003
    23.06.20.199.......MonitorString = Generic PnP Monitor
    23.06.20.199.......MonitorID = MONITOR\LGD0469\{4d36e96e-e325-11ce-bfc1-08002be10318}\0000
    23.06.20.199.......MonitorKey = \Registry\Machine\System\CurrentControlSet\Control\Class\{4d36e96e-e325-11ce-bfc1-08002be10318}\0000
    23.06.20.199.......Raw EDID = 00FFFFFFFFFFFF0030E469040000000000190104952615780A0BB5A35955A0270C5054000000010101010101010101010101010101012E3680A070381F40302035007ED71000001A000000000000000000000000000000000000000000FE004C4720446973706C61790A2020000000FE004C503137335746342D5350463200CF
    23.06.20.201...2.DeviceName = \\.\DISPLAY26
    23.06.20.201.....DeviceFlags = 00000001
    23.06.20.201.....DeviceString = Intel(R) HD Graphics 530
    23.06.20.201.....DeviceID = PCI\VEN_8086&DEV_191B&SUBSYS_103B1025&REV_06
    23.06.20.201.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{D4C76CAA-0608-445B-8FF7-DFCD9BBB2289}\0001
    23.06.20.203.....a.MonitorName = \\.\DISPLAY26\Monitor0
    23.06.20.205.......MonitorFlags = 00000003
    23.06.20.205.......MonitorString = Dell U3415W(HDMI2)
    23.06.20.205.......MonitorID = MONITOR\DELA0AA\{4d36e96e-e325-11ce-bfc1-08002be10318}\0003
    23.06.20.205.......MonitorKey = \Registry\Machine\System\CurrentControlSet\Control\Class\{4d36e96e-e325-11ce-bfc1-08002be10318}\0003
    23.06.20.205.......Raw EDID = 00FFFFFFFFFFFF0010ACAAA04C394830091A010380502178EAFD25A2584F9F260D5054A54B00714F81008180A940D1C0010101010101E77C70A0D0A029505020CA041E4F3100001A000000FF00463154315736324E3048394C0A000000FC0044454C4C205533343135570A20000000FD0030551E5920000A20202020202001D1
    23.06.20.207...3.DeviceName = \\.\DISPLAY27
    23.06.20.207.....DeviceFlags = 00000000
    23.06.20.207.....DeviceString = Intel(R) HD Graphics 530
    23.06.20.207.....DeviceID = PCI\VEN_8086&DEV_191B&SUBSYS_103B1025&REV_06
    23.06.20.208.....DeviceKey = \Registry\Machine\System\CurrentControlSet\Control\Video\{D4C76CAA-0608-445B-8FF7-DFCD9BBB2289}\0002
    23.06.20.209...Total number of monitors enumerated = 2
    23.06.20.210...\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\

  • DELL-Chris M

    Community Manager

    56891 Posts

    232143 Points

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    Posted May 13th, 2016 06:00

    The fault is not the monitor. You should post the issue on the Laptop Video board and ask the Laptop users what they think about the issue.


    DELL-Chris M (old account)

    #IWork4Dell

  • 3837

    0

    Posted May 13th, 2016 06:00

    Hi sir,

    Yes, I have tried this last night and no luck. Monitor does work on my desktop machine but it makes no difference to me since I need this screen for my laptop. 

    Laptop does recognize the screen under device manager only on HDMI (HDMI2) but when I try any other option such is DP, it doesn't even recognize it nor show it anywhere.

    My laptop also recognizes the screen in my display menu and I can set the resolution to it etc but screen is simply in sleep mode all the time, nothing shows up.

    Do you think that C type adapter to HDMI will solve this issue when it arrives ? What else can we do to fix this ? 

  • DELL-Chris M

    Community Manager

    56891 Posts

    232143 Points

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    Posted May 13th, 2016 06:00

    Open the link I provided in my previous post. Go to page 32. Read, "Connecting the USB 3.0 cable". Go to page 6 and see "USB 3.0 Upstream cable". Go to page 10 and you will see that the cable plugs into port 8-1. The other end of the cable plugs into the laptop USB port.


    DELL-Chris M (old account)

    #IWork4Dell

  • DELL-Chris M

    Community Manager

    56891 Posts

    232143 Points

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    Posted May 13th, 2016 07:00

    Page 13 of the manual =

    I do not know. Ask the users on the laptop board.


    DELL-Chris M (old account)

    #IWork4Dell

  • 3846

    0

    Posted May 13th, 2016 07:00

    Is HDMI 2.0 required for this monitor to work ? Also, will it be possible to ouput the signal using C type thunderbolt (thunderbolt 3) to HDMI ? Thanks in advance

  • swamped1

    234 Posts

    3846

    0

    Posted May 14th, 2016 06:00

    To add to my previous post, here is my DDM diagnostic report:

    ////////////////////////////////////////
    23.05.57.306......Error: communicating via DDC/CI (0xC0262589) = An operation failed because a DDC/CI message had an invalid value in its command field

    ...

    I'm afraid that is an Intel HD Graphics 530 display driver error - it can only be fixed by Intel.

  • 970

    0

    Posted May 14th, 2016 08:00

    Sadly I had to spend 122$ extra and order: www.startech.com/.../thunderbolt-3-to-dual-displayport~TB32DP2

    I have Thunderbolt 3 port on my laptop so hoping this will solve the problem, honestly, still have no clue, I bought this on risk so we'll see. It makes me really sad knowing that my laptop is one of the top series with 10/10 performance score and yet this thing didn't work instantly. I can see that some companies just can't get along and build unified and good solution in both terms, hardware and software.