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March 21st, 2025 02:19

S2721DGF, ongoing black screen issue

Hello All,

I want to post my ridiculous time today with Dell Technical Support. I also have the same issue as most with the black screen happening upon deep sleep mode when the idle times out on these monitors. It doesn't happen to just one monitor, it happens to both. Mind you, I have a 3 monitor setup, two 27" and one 32". All Dell's, and the 32" doesn't have the issue. Dell doesn't seem to want to fix the issue or resolve it. As a matter of fact, the technical support agent I was on the phone with today had the nerve to tell me I need to buy a "Dell System" for the monitor to be compatible. REALLY. So a Dell monitor is only compatible with a Dell system, what kind of  statement is that? The agent kept trying to install software and some kind of dell system updater on my computer when I gave them remote access. He didnt even know how to use the log file gather batch file, and I had to do it. 

The issue with these monitors is clearly an firmware issue. It never happens to my Dell 32" monitor, just the 27" ones. I have done all the recommended troubleshooting, replaced GPU, reinstalled Windows, ands nothing resolves the issue.

This is the email I received: 

FROM: Dell Tech Support <technical_support@help.dell.com>

Hello,

This is with reference to your  Dell system. Hope you are doing good, As discussed in the chat that you are using a Non Dell System  and as per the discussion with the Internal team, please purchase a Dell System which is compatible with the Monitor. To purchase a new device/peripheral, please reach our sales team at 800-999-3355. 
You can also visit out website at https://www.dell.com to check the options. In case you need any further help with your computer, please contact us by replying to this email (DO NOT change the subject line). Once we receive your email, you will get a response from my team within 24 working hours or within the time-frame specified by you.

 Note: My Team working hours are between 9 AM - 9 PM (CST). Please do specify your preferred time-frame (2 hour window) with time zone and preferred Phone number. We will try to ensure that you receive a response from us within that time-frame. 

Thank you for choosing Dell.

 Shubham 

Technical Support Specialist 

Dell | Client Basic Support

MY RESPONSE:

TO: Dell Tech Support

Excuse me, but a dell system that is compatible with a monitor? What kind of  is that. That is the most ridiculous statement ever said from someone who was supposed to be a tech support agent. No, I will not be buying a Dell system, that is utterly ridiculous and for you to make a statement such as that, is completely unacceptable.  

I will be posting this interaction online for people to see how dell fixes issues with their customers. So a dell monitor only works with a dell system? Is that the statement you really want to make here? I am a Network/System Engineer by trade. Work with all types of servers and systems each and every day. Forgive me when I laugh at the lack of intelligence in that statement!  and make it a priority to identify the problem and understand the customer issue!

1 Rookie

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7 Posts

March 21st, 2025 12:17

<Do not start multiple threads. Merged this to your original thread. DELL-Admin>

Today I contacted Dell Support for my S2721DGF going black after powersave, and would not show anything until I pull the power cord and reset the monitor. The screen is black when this happens, it is no longer lit. The power button -is- lit. The screen does not drop from Windows provisioning (e.g., my second and third screen does not start acting as the 'main' screen) until I press the power button. The sound of a device being disconnected also plays.

Things I have already tried:

  • changing Auto Input to "no"
  • Turning off G-Sync
  • Turning off HDR
  • Leaving the system and monitors alone and unpowered for 12 hours
  • Re-seating DisplayPort plug on graphics card and monitor
  • Trying different DisplayPort plugs on my graphics card
  • Reinstalled Windows 11 Pro
  • Installed new Graphics Card from an Gigabyte 4080 to an Asus Strix 4080

(edited)

1 Rookie

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7 Posts

March 22nd, 2025 22:48

I love the fact that they don't know how to fix this and want to pass the issue to another piece of hardware! Latest reply from a Dell Supervisor who clearly doesn't know

"Service Request Number

 

<Private data removed from public view. DELL-Admin>

 

 

 

Contact Us | Support Library | Download Center | How To Videos | Support Assist | Community Forums

 

Dear TONY,

 

Hope you are doing good! The monitor is a plug and play device. The issue you are reporting is a system setting issue. You will have to contact Asus for further support.  

 

In case you need any further help with your computer, please contact us by replying to this email (DO NOT change the subject line). Once we receive your email, you will get a response from my team within 24 working hours or within the time-frame specified by you. 

 

Thank you for choosing Dell. 

 

Ajay

 

Technical Support Supervisor

 

Dell | Technical Support"

MY REPLY****

"How is it a system setting issue, when you unplug the DisplayPort Cable, the onscreen notification doesn’t appear and neither does the OSD. That, Sir is NOT a system setting issue. That Sir, is a MONITOR issue! As the uploaded video to the support representative was given that clearly shows that. Would you like to tell me another dishonest statement?"

(edited)

Community Manager

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56.8K Posts

March 23rd, 2025 11:39

To clarify,

* When troubleshooting the S2721DGF, the other two monitors and associated video cables should be disconnected from the computer. 1 computer to 1 monitor via 1 video cable.

* Do step #3 in the Pinned Posts, Read this FIRST before posting. Then retest

* When any Dell monitor is not connected to a computer video out port via the one video cable, the standard OSD menu is NOT supposed to appear. The only thing that should appear is the messages =




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7 Posts

March 23rd, 2025 14:02

@DELL-Chris M 

I understand how to troubleshoot the monitor and have a clear definition on what should and should not appear. In troubleshooting the black screen issue that "Many users" have complained about with this monitor, is when the monitor goes into a sleep mode, or even at startup from a cold state, disconnecting the DP cable, doesn't present the "NO DP CABLE" message when the black screen error is occurring. Nor does it show an OSD display as an preventative measure. The monitor is detected by the computer, the computer acts as if the monitor is working as standard, however the monitor itself has no display until it is power cycled/hard reset.

This is clearly one of several things. 

  1. Dell had a bad production run of certain models and hasn't made customers aware of the faulty monitors. Dell replaces them on a 1 to 1 basis in hopes to quietly fix the issue.
  2. Poor firmware coding, which NO FIRMWARE is available for update with this monitor.
  3. Correct the coding for the "Auto" Selection for the input side on the monitor where manually selecting the input tends to resolve the issue for a certain period of time but will eventually return.

There have been enough users in this forum with NO FIXES and all over the internet that have complained about this very specific monitor and the issues that occur with it. Some to which your troubleshooting assistance is posted with no resolutions. Dell has done nothing to resolve the issue specifically. Even the replacements for the ones that were replaced, didn't resolve the issue as the replacement monitors do the same thing.

Now, I have all DELL monitors, 3 in total. I have two of the S2721DGF's and one 32" G3223D that this issue as never occurred with. It's specifically the two S2721DGF's since new out of the box. I have replaced the video card, the DP cables, different drivers, reinstalled windows 11 and the issue follows the monitors. 

1 Rookie

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7 Posts

March 27th, 2025 20:20

So community, after repeated conversations with DELL SENIOR MANAGERS, they claim the issue is with the ASUS ROG STRIX VIDEO CARD and it's Power Delivery. WOW!  More side stepping and passing the issue off to another manufacturer. They just don't listen, nor do they following instructions. Kept over talking me and when I would ask technical questions he would try to overtalk me mid sentence and shut me down so I couldn't talk, then wanted me to be professional about it. Since when does incompetence on this level deserve professionalism? I was not having that. They also want to replace the monitors but the last person I just spoke with said it's clearly the video card. I have never in my life experienced such incompetence on a level that is just comical from a company who clearly cannot understand the issue nor do they want to truly resolve the issue. Truth is they simply don't know how to fix the issue and just want someone to blame or point the finger at. 

Professional incompetence at it's very best, thank you DELL! 

(edited)

1 Rookie

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7 Posts

March 29th, 2025 13:56

More incompetence from DELL:

Dear Tony,

 

Thank you for accepting my call and giving us your valuable today.

At the onset, accept my sincere apologies for any inconvenience caused in this matter as we understand that the outcome of today’s interaction was not as favorable as your expectations

 

Dell is always willing to go the extra mile to accommodate our customers’ requests as long as it is within defined process guidelines and we have always has strived to provide quality service to our customers to have everlasting experience with us.

Unfortunately, it has been otherwise in your case and we are committed to restoring your trust in the quality of our service.

 

Considering to the situation brought to our attention, we will get the monitors replaced under the warranty conditions citing technical issues.

However, if the issue remains, we advise you to contact the respective GPU manufacturer for further assistance as our research indicates that it may be an issue with the power supply cable to the GPU cable.

 

***WAIT, WHAT...... DID YOU REALLY JUST MAKE THAT STATEMENT TO ME***

Kindly reply to this email with your shipping address in case you wish to proceed with monitor replacement.

 

Note: Please ‘reply all’ on your response.

 

Regards

Swami K.

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