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Dr_Pepper_
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September 17th, 2020 03:00
AW3420DW, black screen, unplug/plug in again 30 times to work
I use this monitor for two machines and get the same behaviour with either the Macbook via the Caldigit TS3 Plus or Windows PC.
Warranty: Advanced Exchange Support and ProSupport with Advanced Exchange Service: expired on April 19, 2023
Purchase Date: April 19, 2020
The issue and all of the troubleshooting you have performed
Video clip of issue occurring: https://streamable.com/wgqc39
I power up and the Alienware logo shows for a split second before it goes to a black screen. Sometimes the LED power button cycles through purple/green/white before staying on a steady blue/white. I'm not able to wake up the monitor using any of the mechanical buttons to open the OSD. Normally I have to unplug the monitor at the mains and unplug the DisplayPort cable from the PC/Caldigit TS3 Plus, wait 30-45 seconds and plug it in. It normally takes around 20-30 attempts before it suddenly works and have no issues for the rest of the day. Please note that once it does successfully start up and shows my desktops it works perfectly until I shutdown and boot up the next day.
Things I have tried:
- Different power sockets for monitor
- Reset, factory reset (OSD doesn't show up unless I'm successful booting up so after 20-30 unplugs and plugging in) and self test
- Graphics drivers all up to date
- Different ports, HDMI seems to work fine
- Using mechanical buttons to "wake up" monitor
- Restarting Macbook or PC with cables unplugged
PC model :
- Macbook Pro 16" using a Caldigit TS3 Plus
- Windows 10 Ultimate PC
Operating system:
- Catalina 10.15.6
- Windows 10 Ultimate PC
Video card specifications (video out ports)
- For Macbook: USB-C > Caldigit TS3 Plus -> DP out
- For Windows PC: Nvidia GeForce 1080 DP out
Then detail how the video card is connected to the monitor:
- For Macbook: USB-C out -> Caldigit TS3 Plus -> DP out via Official DP cable that came with monitor -> DP in
- For Windows: Nvidia Geforce 1080 DP out -> Official DP cable that came with monitor -> DP in
I would greatly appreciate help on this because the start of my day at work or on the weekends is always a 40 minute struggle each morning. Once I finally get it displaying, the monitor works wonderfully and has no performance issues.
(edited)
Dr_Pepper_
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Posted September 23rd, 2020 03:00
@DELL-Cares The private messaging system is too broken to use. I can see a reply box but when done there's no send button! Also you can't view previous DM's in the list - unclickable anywhere on the screen! So I'll reply here: I was asked to do the Self-test and Built-in diagnostics as well as listing my specs: "Yes I would like to resume the troubleshooting but had trouble viewing previous messages - i can see them but can't seem to click on them unless I search keywords. I think it asked to run the Diagnostic tests. I used guidance from the manual specific for the AW320DW. For the self-test, everything worked as expected with the dialog box appearing. For the built-in diagnostics everything looked fine there too as I was able to cycle through the different colours on the screen with no issue. In terms of specs I use the monitor two different machines, one in the day for work and one in the evening. During the day I work with a Macbook 16in Pro through a Caldigit TS3 Plus. Just to mention again that the monitor after multiple times unplugging and unplugging at the mains works and stays working for the rest of the day. It's just the initial "waking up the monitor" that seems to not work through the DisplayPort. If I can get it to work nicely with the Caldigit TS3 Plus that would be ideal. I get the same issue with my PC (I don't have to unplug and plug in as many times, sometimes never and it works straight away). It's a custom built PC with the following specs: Motherboard: Asus ROG STRIX B350-F Socket AM4 Processor: AMD Ryzen 7 1800x RAM: Corsair CMK16GX4M2B3000C15 Vengeance LPX 32GB (4x8GB) DDR4 3000MHz GPU: Zotac AMP Extreme Plus 1080 8GB"DELL-Cares
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Posted September 23rd, 2020 05:00
Dr_Pepper_,
I'm sorry to hear you're having problems trying to resume the troubleshooting through private messages. Based on this information it seems that there is nothing wrong with the monitor. We haven't test Alienware monitors with apple devices, the only monitors tested are the ones you can find below:
Using a Dell UltraSharp USB-C Monitor with a Mac
Being that your set up includes third-party hardware we believe the community can help you further due the third-party devices involved with this query.
Kind regards.
DELL-Federico
#IWork4Dell
For all non-technical issues that require your private data, we must communicate via a private Direct Message
Dell Partner GEM Program, Out of Warranty Support options, No free goodwill repair, Get a copy of your Dell invoiceDr_Pepper_
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Posted October 28th, 2020 04:00
Going to reply here as I'm starting to realise my posts haven't been read carefully.
The issue affects BOTH windows and Mac therefore there is something wrong with the monitor. I have plugged in old monitors to test this and they work beautifully I might better off going with a ASUS ROG monitor.
I want to also make it crystal clear that I didn't have any issues with this during the first two months of owning this monitor. The problems later developed and haven't gone anyway. I think there isn't much I can do to really explain the issue as it the exact same presentation of problem on BOTH my macbook and PC.
Another video to demonstrate the issue: https://streamable.com/x0yee3
At this point I'd like to work towards getting an exchange please. I have the following warranty:
Advanced Exchange Support - Expires:18 APR 2023
ProSupport with Advanced Exchange Service - Expires: 1 8 APR 2023p.s The forum is now saying I'm post flooding . This is my first forum reply in the last month.Dr_Pepper_
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Posted July 15th, 2021 18:00
FYI they never really helped. Despite the issue occuring when using different cables, 3 different PCs and 2 different laptops - they all had the same issue with this monitor. I have 3 other monitors that worked perfectly with all of the devices with all of the cables.
Dell however have insisted that the monitor isn't broken. It's deteriorated since the summer and now I only get a few minutes of screen time before it goes off by itself.
I strongly advise against buying an Alienware monitor and urger anyone to avoid any exchange warranties that cost extra - they just send auto replies saying everything you're trying is broken...except the monitor.
@Dr_Pepper_ wrote:
Things I have tried:
- Different power sockets for monitor
- Reset, factory reset (OSD doesn't show up unless I'm successful booting up so after 20-30 unplugs and plugging in) and self test
- Graphics drivers all up to date
- Different ports, HDMI seems to work fine
- Using mechanical buttons to "wake up" monitor
- Restarting Macbook or PC with cables unplugged
Have you tried installing the Alienware specific drivers for this monitor? Not the Nvidia GPU drivers. The drivers for the monitor here:
DELL-Cares
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Posted September 17th, 2020 03:00
Thank you! We have received the required details. We will work towards a resolution via private messages to ensure the security of your information. In the meanwhile, you may receive assistance or suggestions from the community members as well.
#IWork4Dell
For all non-technical issues that require your private data, we must communicate via a private Direct Message
Dell Partner GEM Program, Out of Warranty Support options, No free goodwill repair, Get a copy of your Dell invoice