U3419W, goes blank when NUC enters sleep mode

Question

Hi All, I purchased a Dell U3419W this week and am loving the quality of the display. However, the monitor is intermittently going blank while I am actively using it. My setup as follows: Latitude 5400 <--> HDMI 1 (with the Downstream USB cable connected) Intel NUC Skull Canyon <--> USB C (with Thunderbolt support enabled in the NUC's BIOS) When actively using the Latitude 5400 in the above configuration, the monitor goes blank (and stays blank) at the exact time when the NUC goes to sleep (configured as 10 minutes). This happens even though the NUC is not actively displayed on the monitor. To resolve the issue I either have to power off the display and turn it back on, or disconnect and reconnect the HDMI cable from the Latitude. I have also tested the following configuration: Latitude 5400 <--> USB C Intel NUC Skull Canyon <--> HDMI 1 (with the Downstream USB cable connected) In this second configuration when using the NUC, the monitor goes blank exactly when the Latitude goes to sleep (currently configured for 1 hour). In this case I also have to either power cycle the monitor or disconnect and reconnect the HDMI cable from the Latitude to resolve the issue. When the monitor is blank I am still able to access the OSD menu using the physical monitor buttons. I've read online that others have experienced a similar issue. The monitor is running the latest BIOS. Is there any way to resolve this issue (without disabling the sleep timeout on my computers or without ceasing to use the USB C cable)? This is causing me much frustration! If not able to be resolved I suspect I won't have much option but to send it back for a refund. Thanks in advance.

AusMonitor · Answer

I forgot to add that I have been using the supplied Dell HDMI and USB Type-C cables. I have also tested using another high grade HDMI cable.

AusMonitor · Answer

As an additional update, the issue also occurs when the secondary computer reaches is screen power-off time limit (as configured in the Power & Sleep settings within Windows 10).

DELL-Cares · Answer

Hi,

Thank you for reaching out to us.

Just to confirm, including the laptop screen, you have secondary screen which is U3419W? Am I right? Or do you have two external monitors connected to the laptop?

When the monitors are connected directly to the laptop, without any other devices connected, do they work fine? ^KR

AusMonitor · Answer

Thanks for the quick response!

That's correct, I have the laptop screen and a secondary screen which is the U3419W.

The monitor works fine in all cases except as described above (when the when the second computer NUC I have plugged into the monitor goes to sleep or the display timeout is reached).

AusMonitor · Answer

Hi, I just received the below private message from Dell Support. I’m pretty disappointed with this response. As I’ve outlined above the issue is with the Dell U3419W and associated USB Type-C connection and the NUC. Please advise the next steps.

“Hi there!
Our support is limited to the Dell products only. As we have understood the Latitude 5400 and the U3419W is working fine. ^AJ”

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