AW3423DW, extremely dark screen after firmware update, OSD not working

Question

I've had my Alienware AW3423DW since July 2022 without issue. Recently, it began disconnecting from my computer once every few hours, and I'd have to unplug the monitor's AC power and plug it back in to get picture back. To try to fix this, I ran the firmware update package from https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=k0phf (Alienware_MonitorFirmwareUpdateUtility_W_AW3423DW_M0B205.zip), following all the requirements such as unplugging my 2nd monitor and disabling Night Light in Windows 11.

At the end of the firmware update, my monitor seemed to shut off black. I power-cycled the monitor as instructed, but the monitor was still black. I re-enabled my second, and the updater indicated that the update was successful. I power cycled my monitor and PC, but the monitor still appears extremely dark. The monitor is definitely showing picture--it's just EXTREMELY dark, as in, a white square is barely visible to the naked eye.

I cannot test an HDMI input because the On Screen Display does not show up, so I cannot switch inputs. The OSD does not show up even when I have disconnected all input sources, so I cannot perform a factory reset. The only thing I can see on the display is when it detects Display Port input, or when the monitor is going into Eco Mode, and those show at normal brightness.

When I try to run the firmware update utility again, it tells me "No G-SYNC Monitor Firmware Update Found - Dell AW3423DW - VID: 0xAC10 - PID: 0xA1E4 - Current Version: 8.200_6.20_0.3_1.21 - No updates available for the connected monitor." Please note that I had to turn off all the lights in the room and use my phone's night photography camera in order to make out the display in order to run this utility.

JamishS · Answer

I managed to hook another PC up to the Display Port input, since that the input that the monitor is currently stuck on (since the OSD does not appear when I press or tilt the joystick). This PC's output also exhibits the same behavior on the monitor -- the screen is dim enough that it appears to be turned off when viewed in normal ambient lighting. When I turn off all the lights in the room, I can faintly see the image.

Since this monitor behavior occurs when hooked up to two different PCs, and considering the timing of the issue beginning at the exact moment the firmware update finished, I can only assume that the issue is with the monitor and the firmware update.

Vanadiel · Answer

@JamishS​ What happens when nothing is connected to the monitor and you try to access the OSD with the joystick?

JamishS · Answer

When I disconnect all USB peripherals and HDMI/DisplayPort cables, leaving only the AC power cable, the joystick does not do anything other than wake up the monitor and dismiss the Eco Mode popup. Additional presses of the joystick or directional inputs does not bring up any On Screen Display.

Do I need to press and hold anything? Are there any additional buttons I can try pressing besides the joystick and the power button?

...after typing this, I tried holding the power button down for a few seconds and then clicking the stick (or did I push it to the left?), and I got the Input menu to show up for a brief second before it went away immediately on its own. I tried for another 5 minutes repeating the same steps and finally got the input menu to show up again, this time it stayed, but when I moved the stick down it dismissed the menu. I've only been able to get the Inputs OSD to display, where any additional input just dismisses the menu. I cannot access the menu system to perform a factory reset.

JamishS · Answer

Okay, I managed to run the Built-in diagnostics as mentioned in the Alienware AW3423DW Monitor User's Guide. I thought nothing was happening at first, but in complete darkness, I was able to tell that the color shifted through gray, red, green, blue, black, and white with each press of the joystick, but again, the brightness was virtually imperceptible and exceedingly dark. This is consistent with how the input video signals are displayed, leading me to believe that the issue is with the monitor itself and not the video input. Very strange that the Alienware boot logo and the 'The Eco Mode is On' messages display normally, though.

GrantMacD · Answer

I had the same issue. I found that when this happened (the screen flickered black and came back very dull and not normal brightness) if I went into the windows HDR settings and turned them off, everything went back to normal.

Im not sure why it happens randomly, but on the few occasions it has turning off HDR has fixed it.

On Win 11 just type HDR in the search box bottom left of your screen and it bring up a link to it.

Alternatively it is found in the system control panel under display tab.

tuzigooter · Answer

I just ran the update utility and updated to the same firmware version as you describe. And I am having the exact same issue. My machine is dual boot Ubuntu 22.04 windows 11. The monitor does not work in either operating system and functions exactly as you have described. I attempted to enable HDR in windows and now the monitor does not even work at all when booting into windows 11. This is obviously caused by firmware and needs to be fixed by Dell as soon as possible.

benniejackson · Answer

I'm also have the exact same issue without any solution.

DELL-Chris M · Answer

To receive assistance from Dell support agents, they need to first verify the ownership and warranty status. Click the blue 'Get Help Now' on the right to start a private live chat session. Share the private Service Tag, issue, and all of your troubleshooting with them.

Acostant · Answer

@benniejackson​ Wish I had read this sooner, would have never tried to update the firmware... now have a $1600 paperweight. You find a solution?

viv34fe659 · Answer

I have the exact same issue after a firmware update. Screen is very dark except for the very clear 'Eco mode' message and the Alienware logo when you turn on the monitor. Hope there is a solution for this.

JamishS · Answer

I never did find a fix. I got a replacement through customer support.

Zero480 · Answer

@JamishS​ I recently experienced the same issue as yours after the firmware update. The monitor went extremely dim, and the OSD is not working. I am now waiting for a replacement. Do you remember how long it took to receive the replacement monitor? Also, did the refurbished replacement come in good shape?

JamishS · Answer

@Zero480​ I don’t remember exactly, but it was pretty quick. Less than a week. And yes, I’m still using the replacement monitor and it’s been totally fine without any issues.

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AW3423DW, extremely dark screen after firmware update, OSD not working

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