27 All-in-One EC27250, Dell OSD stopped functioning

@DELL-ChrisM2​  - thank you for the quick response! My Dell AIO model is "Dell 27 All-in-One EC27250". Also, I forgot to mention - as part of the diagnostic process:

1) I ran all the hardware diagnostic tests by Dell SupportAssist; all tests passed

2) I logged into BIOS to make sure that the OSD is enabled; it is enabled

Thanks again for your help!

@DELL-ChrisM2​ - thanks. I already did this yesterday, and have spent considerable time on chat with a Dell representative. The issue remains unsolved, and the best suggestion I have received is to start rolling back the updates that were installed. I hope that I can find a better solution on this forum. My suspicion is that the OSD application that I was told to install by the Dell representative does not work properly or needs additional configuration, but I may be wrong.

@Alan1ace​  - thank you very much for confirming! Yesterday, I've spent quite a bit of time with a DELL support representative, and he guided me to roll back the system to a recovery point prior to the updates. The roll back took over and hour and failed, with an error message that "system restore can't find a file". At this time, my PC is back in the same state as prior to the system restore attempt, and the OSD still is not working. I have the same hope that future BIOS updates will fix the problem, but I'm not too hopeful. One odd thing I see is that the Control Panel has an icon named DELLOSD, but it does not work - the error message is that it is not associated with any application. From what I understand, the installation of the OSD application should have produced a Dell OSD .cpl file, somewhere in the windows\system32 folder, and it did not. As result, even if I have installed the OSD app, and I can see that the OSD process and service are running, there is no way I can configure it via Control Panel.

Like you, I hope Dell will find a way to fix the problem. Meanwhile, instead of using the OSD functionality, I have to use a second monitor - just because the OSD button no longer works. Very frustrating.

@DELL-ChrisM2​  - thank you for continuing working on this issue. For what it's worth, I have spent (again) a lot of time on chat with a Dell support representative yesterday. He asked me to run diagnostics (again), everything passed. He suggested that I should reinstall Windows, which I declined:

a) this would take me days, to back up all my data, applications, settings, reinstall Windows, and restore/reconfigure everything, and it is not feasible to lose so much time just because just one function/app (OSD) got broken or miscofigured

b) if OSD got broken as result of the last BIOS update, reinstalling Windows will not fix the problem anyway, and I would just waste a lot of time.

I will continue to search for a better and easier solution. So far, I suspect 2 things:

- the OSD application itself - it is running (I can see the OSD service up and running), but the DELLOSD icon in the Control Panel is not functioning (it is not associated with the application), so the app can't be configured.

- I also am puzzled why Display Settings/Advanced Display is showing "DELL AIO" connected to Intel Graphics instead of to NVIDIA. Considering that NVIDIA driver was also updated, this may be a possible cause of OSD not functioning properly.

Thanks again for your help. 

@ewright66​  - thank you for confirming! I continue having this issue, and continue having interactions with DELL support, without much success. They asked me to roll-back several software updates, this did not work. They suggested to revert to one of the previous versions of BIOS - I don't think this is a safe option because a number of other updates (DELL software and Windows updates) have been installed since, and "downgrading" BIOS can cause a number of unknown problems. They suggested reinstalling Windows - I don't believe this is a solution, because Windows software will not fix errors in BIOS. 

At this point, I simply have to hope that DELL can diagnose and fix this issue in BIOS and provide a new version to all users who have AIO computers.

Thanks again for your post!

@ewright66​ - thanks! I will try some of these steps; a couple of the steps I already have tried, and they haven't helped. 

@ewright66​ - Dell should be aware of the issue since several people already reported it to their support, myself included. It doesn't look like they are recognizing this as bug yet, and i am not sure when they will be able to reproduce and fix it. 

@DELL-ChrisM2​ , the problem is with the HDMI IN port. The port itself is working just fine, I just can't use it via OSD button. To switch to the external input, I need to shut down the AIO PC; to switch back to the AIO PC, I need to power it on. The OSD button isn't usable.

@DELL-ChrisM2​ This is what was installed on January 3rd (from the Dell Support Assist log):

- Dell 24/27 All-in-One System BIOS - 1.10.0 - 17.56 MB - Critical - Installed

- Samsung BM9C1 Solid State Drive Firmware Update - A07 - 11.86 MB - Recommended - Installed

- Dell SupportAssist OS Recovery Plugin for Dell Update - A00 - 26.93 MB - Recommended - Installed

- SupportAssist OS Recovery Tools - - 208.05 MB - Critical - Installed

In addition to this 4 items (all came from Dell Support Assist), NVIDIA driver update was also installed, as well as NVIDIA application. I'm very confident that one of these items (or some combination of them, which I doubt) is what broke the OSD button functionality on my AIO PC - it stopped working immediately after these updates. It was working properly right before these updates. I highly suspect that this was the BIOS update.

Since then, several other updates have been installed, all via Dell Support Assist, or NVIDIA, or Windows update, or Office 365 updates. No other software or apps were installed or updated.

I hope this helps.

@DELL-ChrisM2​ - just to be clear, after January 3rd, among other updates from Dell Support Assist, there were 2 other BIOS updates, so the current BIOS version is higher, and I was hoping it would fix the issue, but alas, the OSD button still does not work.

Also, probably a separate issue, but it may be related - the NVIDIA driver and app update may also have been a part of the problem. Everything works, but I've noticed that my display (Display Settings/Advanced display) shows that the display is connected to Intel graphics - I think it should be connected to NVIDIA. Also, it shows 100 Hz refresh rate, I think it should 60 Hz. Again, this is just something I'm speculating about and may be an unrelated issue.

@DELL-ChrisM2​ - thank you for the update. I don't think this can be marked as "Solved":

a) the platform team is working on the solution; the solution has not been yet developed, tested and offered to the users

b) we (the users) did not yet have an opportunity to receive the solution, try it and confirm whether it does (or does not) solve the issue.

I suggest that this issue should remain "In progress" until we at least have a chance to try the supposedly upcoming solution. Otherwise, we will end up opening yet another thread complaining about the same problem.

On a side note, I will notify the support team that keeps asking me to reinstall Windows or do other (in my opinion) unnecessary things that a solution is possibly upcoming as a new version of BIOS. 

@DELL-ChrisM2​ - thanks again for your help.

@DELL-ChrisM2​ - thank you for the hint. I already have a case with the GHN team, and will definitely let them know that the new revision of BIOS is coming that would (hopefully) solve the problem. However, I will wait for public release of the new BIOS. Would it be a fix for an application or device driver, I would be happy to try early pre-release version; but when it comes to BIOS, I prefer to wait until DELL completes the development and testing of the release.

Thanks again for staying on top of the issue, I hope it gets resolved soon.