For my notes, in addition to the video cable, as the U2718Q User's Guide states on pages 6,10,11,22,29,55 did you connect the U2718Q USB 3.0 upstream cable from the U2718Q USB upstream port to the three platforms USB 3.0 port? Then reboot all three platforms and retest?
Yes and yes, the upstream cable was connected to USB 3.0 ports only, and all the devices have been power cycled multiple times.
The three laptops are: Latitude 7480, Surface Pro 4, and MacBook Pro 15". Initially they were connected to a USB-C dock (for the Surface Pro, via a Type A to Type C cable), and the U2718Q's upstream port connected to one of the USB 3.0 Type A port on the dock; then I tried uplinking U2718Q to a U2713H which I had used for three years without any problems and the U2713H was uplinked to the dock, same problem. To rule out a problem with the dock, I ran the upstream cable directly into each laptop (for MacBook Pro it required a Type C male to Type A female adapter) and encountered the same problem. To rule out a problem with the upstream cable, I tried the USB 3.0 Type A to Type B cable that had been shipped and used with the U2713H, and that made no difference. Despite the error messages, the two charging downstream ports work, for both data transfer and charging, the two standard downstream ports do not work at all.
What is telling is that when no upstream cable is connected, only the two charging downstream ports can charge mobile devices (I tried that with an Android phone and a Bluetooth headset), and the two standard downstream ports show no sign of life. In comparison, all four ports on the U2713H which are standard downstream ports as far as I know, can charge both devices.
OK. Thanks for all of the data. Eight users reporting the issue. Will add it to the notes to the team. When you get the replacement, post both the original and replacements 20 digit s/n and A0x revision. Then post the results of the replacement.
Received the replacement today. Two surprises: 1) was expecting a refurbished unit because I bought the original unit through a reseller, per Dell's terms for monitor exchanges, but instead of coming in a generic brown or white box I received one in its original box complete with calibration sheet; 2) it was manufactured in January and marked Rev A03, with the latest firmware - the original unit was Rev A01 manufactured in November, so it appears that Rev A02 didn't last long. Everything works exactly as expected right out of the box. I am very pleased with how support handled the process.
Original S/N: CN-04K8X7-QDC00-7BA-17VL A01 11/10/17 (USB power surge issue)
I have the exact problem. Purchased the monitor from Costco a few weeks ago. Started to have this problem today - every time I plug the usb cable to my two different laptops (macbook pros) i got the warning saying the usb accessory was using too much power had to be disabled. The two power charging port still works. and two regular ports stopped working.
The monitor was manufactured in Nov, 2017 and it is A01. The firmware is M2B101.
There is another issue - the auto select cannot be stay selected. Every time I switch a source, i have to select the auto select again, else it will not switch to the new source automatically. I have an old dell monitor and the auto select stays on. Whenever I change the source, it will automatically switch to the new source.
I bought mine from Costco as well. The monitors probably came from the exact same production run. The replacement unit that I received from Dell has been flawless.
I had the exact same issues and have tried the same troubleshooting steps, but nothing has solved this. Can I get a replacement for mine as well? What do I need to do for that? I just got mine from B&H a couple months ago.
I had the A01 model. It worked great for a couple months. But then the power surge issue started happening. It reproduced when coming out of sleep or when plugging the USB extension into my laptop's USB3 port after having taken the laptop somewhere. When the issue occurs one or more of the USB ports on the monitor are "dead Jim".
Dell replaced my A01 with an A02 model in June. The new/refurbished A02 unit worked great for a month or two. I was able to use all the ports on my monitor with no issues. But in the last month or so it has started doing the same thing as the original A01 did.
I bought a new A03 unit that arrived yesterday and so far no issues. Am I just waiting for a couple months to go by for the new A03 to break?
Wondering if I should have ANOTHER unit shipped to replace the now broken A02 unit.
Wondering how dumb I am for possibly buying another defective unit and should have known better.
I have been having the same problem as of late. I just disconnected the USB upstream from my monitor and will not be able to use the monitor for any USB connections. Seems a shame but troubleshooting drove me bonkers.
DELL-Chris M
Community Manager
•
56.9K Posts
0
April 10th, 2018 06:00
For my notes, in addition to the video cable, as the U2718Q User's Guide states on pages 6,10,11,22,29,55 did you connect the U2718Q USB 3.0 upstream cable from the U2718Q USB upstream port to the three platforms USB 3.0 port? Then reboot all three platforms and retest?
sleepy999
4 Posts
0
April 10th, 2018 08:00
Yes and yes, the upstream cable was connected to USB 3.0 ports only, and all the devices have been power cycled multiple times.
The three laptops are: Latitude 7480, Surface Pro 4, and MacBook Pro 15". Initially they were connected to a USB-C dock (for the Surface Pro, via a Type A to Type C cable), and the U2718Q's upstream port connected to one of the USB 3.0 Type A port on the dock; then I tried uplinking U2718Q to a U2713H which I had used for three years without any problems and the U2713H was uplinked to the dock, same problem. To rule out a problem with the dock, I ran the upstream cable directly into each laptop (for MacBook Pro it required a Type C male to Type A female adapter) and encountered the same problem. To rule out a problem with the upstream cable, I tried the USB 3.0 Type A to Type B cable that had been shipped and used with the U2713H, and that made no difference. Despite the error messages, the two charging downstream ports work, for both data transfer and charging, the two standard downstream ports do not work at all.
What is telling is that when no upstream cable is connected, only the two charging downstream ports can charge mobile devices (I tried that with an Android phone and a Bluetooth headset), and the two standard downstream ports show no sign of life. In comparison, all four ports on the U2713H which are standard downstream ports as far as I know, can charge both devices.
DELL-Chris M
Community Manager
•
56.9K Posts
0
April 10th, 2018 08:00
OK. Thanks for all of the data. Eight users reporting the issue. Will add it to the notes to the team. When you get the replacement, post both the original and replacements 20 digit s/n and A0x revision. Then post the results of the replacement.
sleepy999
4 Posts
0
April 12th, 2018 13:00
Received the replacement today. Two surprises: 1) was expecting a refurbished unit because I bought the original unit through a reseller, per Dell's terms for monitor exchanges, but instead of coming in a generic brown or white box I received one in its original box complete with calibration sheet; 2) it was manufactured in January and marked Rev A03, with the latest firmware - the original unit was Rev A01 manufactured in November, so it appears that Rev A02 didn't last long. Everything works exactly as expected right out of the box. I am very pleased with how support handled the process.
Original S/N: CN-04K8X7-QDC00-7BA-17VL A01 11/10/17 (USB power surge issue)
New S/N: CN-04K8X7-QDC00-813-050L A03 A03 1/3/18
4kuser
1 Message
0
May 8th, 2018 20:00
I have the exact problem. Purchased the monitor from Costco a few weeks ago. Started to have this problem today - every time I plug the usb cable to my two different laptops (macbook pros) i got the warning saying the usb accessory was using too much power had to be disabled. The two power charging port still works. and two regular ports stopped working.
The monitor was manufactured in Nov, 2017 and it is A01. The firmware is M2B101.
There is another issue - the auto select cannot be stay selected. Every time I switch a source, i have to select the auto select again, else it will not switch to the new source automatically. I have an old dell monitor and the auto select stays on. Whenever I change the source, it will automatically switch to the new source.
Thank you
sleepy999
4 Posts
0
May 10th, 2018 07:00
I bought mine from Costco as well. The monitors probably came from the exact same production run. The replacement unit that I received from Dell has been flawless.
aottke
1 Message
0
August 8th, 2018 22:00
I had the exact same issues and have tried the same troubleshooting steps, but nothing has solved this. Can I get a replacement for mine as well? What do I need to do for that? I just got mine from B&H a couple months ago.
Thanks,
Adam
Michael--D
3 Posts
0
October 3rd, 2018 07:00
I had the A01 model. It worked great for a couple months. But then the power surge issue started happening. It reproduced when coming out of sleep or when plugging the USB extension into my laptop's USB3 port after having taken the laptop somewhere. When the issue occurs one or more of the USB ports on the monitor are "dead Jim".
Dell replaced my A01 with an A02 model in June. The new/refurbished A02 unit worked great for a month or two. I was able to use all the ports on my monitor with no issues. But in the last month or so it has started doing the same thing as the original A01 did.
I bought a new A03 unit that arrived yesterday and so far no issues. Am I just waiting for a couple months to go by for the new A03 to break?
Wondering if I should have ANOTHER unit shipped to replace the now broken A02 unit.
Wondering how dumb I am for possibly buying another defective unit and should have known better.
MonkeyKueen
1 Message
0
October 4th, 2018 20:00
Hi,
Thanks for the reply.
I'm having the same issue, the frame version on my monitor is A02, is there a way update to A03? I didn't see a release from dell.com
Thanks
letti001
1 Rookie
•
33 Posts
0
November 27th, 2019 20:00
I have been having the same problem as of late. I just disconnected the USB upstream from my monitor and will not be able to use the monitor for any USB connections. Seems a shame but troubleshooting drove me bonkers.