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Last reply by 07-01-2022 Solved
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2 Jasper
2 Jasper
6591

AW3423DW, please let us update firmware

It has become evident that the firmware for the AW3423DW has been revised at least once or twice (from M0B101 to M0B102 and possibly M0B103) since release. This is an expensive, enthusiast grade monitor and we'd like to have the option for the latest firmware on them. Instead, early adopters are stuck with what they receive – bugs and all. You appear to have the capacity to provide this based on existing support guides. Why isn't this available for the AW3423DW? Please advise. Thanks!

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Community Manager
3822

Correct, there is a generic article that discusses the basics of updating monitor firmware. But it never mentions specific monitor models.

The Alienware monitors team has already stated that due to the complexities of firmware updates for this OLED model, Dell will not be able to offer any firmware updates. The only way to get an AW3423DW with newer firmware is via a used/refurbished exchange. But, you have to prove to Dell Technical Support agents via troubleshooting (pictures, video, etc.) that your current AW3423DW has a fault before a used/refurbished exchange will be approved.

Reminders...

Fans noise, working as designed =
This is an expected behavior. As long as the OLED AW3423DW is active on, both of the built-in fans will be on all of the time. The fans are there to protect the AW3423DW from overheating and follow the industry standard sound pressure level specifications (example < 32db.). The speed of the fans will vary according to the internal/ambient temperature level. You might hear fan noise a few minutes after you turn off the monitor since the monitor may still be doing some internal processing such as Pixel Refresh operation, and so forth). Keep your monitor well ventilated.

Image shifting, working as designed =
A static image shifts one pixel every 3 minutes. This is a known feature in all OLED products including OLED TVs. Dell adopted this feature as default.


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Replies (35)
Community Manager
3823

Correct, there is a generic article that discusses the basics of updating monitor firmware. But it never mentions specific monitor models.

The Alienware monitors team has already stated that due to the complexities of firmware updates for this OLED model, Dell will not be able to offer any firmware updates. The only way to get an AW3423DW with newer firmware is via a used/refurbished exchange. But, you have to prove to Dell Technical Support agents via troubleshooting (pictures, video, etc.) that your current AW3423DW has a fault before a used/refurbished exchange will be approved.

Reminders...

Fans noise, working as designed =
This is an expected behavior. As long as the OLED AW3423DW is active on, both of the built-in fans will be on all of the time. The fans are there to protect the AW3423DW from overheating and follow the industry standard sound pressure level specifications (example < 32db.). The speed of the fans will vary according to the internal/ambient temperature level. You might hear fan noise a few minutes after you turn off the monitor since the monitor may still be doing some internal processing such as Pixel Refresh operation, and so forth). Keep your monitor well ventilated.

Image shifting, working as designed =
A static image shifts one pixel every 3 minutes. This is a known feature in all OLED products including OLED TVs. Dell adopted this feature as default.


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3815

Thank you for your reply.

Some users are now receiving brand new monitors (not exchanges/replacements) with M0B102 installed, so presumably there was a reason to revise the existing firmware. 

Are you please able to advise what exactly was changed?

2522

Can you please confirm if shutting down after a pixel refresh (rather than remaining in standby) is considered as "working as designed"? The latest firmware fixes this, so presumably it has been deemed an issue by the engineering team and is therefore covered by warranty?

Community Manager
3812

No, that information was not divulged to us or Technical Support.


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2803

It would be prudent to talk to the engineering team to get changelogs of the firmware that is in use by the manufacturing teams, their numeric designation, and what problems they fix.

For such a high profile enthusiast display that has gotten a lot of tech journalist visibility, you may want to work with them to get the correct information out there with reasonable justification for this lack of basic functionality (firmware updates). Linus Sebastian just recently had a massive response from his smart switch maker, who locked firmware out of users easy access. To follow up such a great initial review launch and only to not offer better information is bound to go poorly.

Give us all a good reason for not looking into other avenues.

2 Bronze
2 Bronze
3783

100% agree. There's no compelling reason that we can't update the firmware on this expensive, enthusiast grade monitor. LG, Samsung, and pretty much every other monitor manufacturer on the planet allows for firmware to be upgraded. Even Dell has other monitors which have upgradable firmware. It's really irritating that it's just "too difficult" to let people upgrade their firmware on something this pricey and high end. All you need is a basic loader, or even let the users do it manually. If I had known in advance that this product wouldn't be able to receive quality updates ever, I probably would have reconsidered my purchase. There are lots of issues that can be fixed (and have been) through firmware updates, and it's simply ridiculous that this isn't an option.

2 Bronze
2 Bronze
3771

I'd really like to know what these “complexities” are. Because I doubt I'll be purchasing any more Alienware products if this is the stance Alienware has for something as seemingly simple as a firmware update.

Please just make the updated firmware available.

3713

The issue could be that besides a firmware update, it also requires a hardware component update to be able to properly function.

I am not saying that is the case, I am simply stating it is a possibility. Should that be the case, than a firmware update would not be possible.

2 Bronze
2 Bronze
3640

Hey Dell Admins, I have an AW3423DW and when connected to a DP1.4 KVM, I get serious signal-to-noise (SnR) issues. I get loads of colored noise on the screen and periodic signal loss when trying to use anything other than 8-bit SDR 120hz or 60hz. The KVM I have supports the full DP 1.4 spec and has worked with several G-Sync Ultimate ultrawide displays with high refresh rates (up to 144hz) and with higher resolutions (3840x1600) and I did not have any of these SnR issues with those displays. Please allow us to update the firmware on this monitor. These issues are frustrating at best.

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