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Problem
What you
experience
The picture does
The picture
not fill the entire
cannot fill the
screen
height or width
of the screen
No image
Black screen
when using
USB Type-C
connection
to computer,
laptop, and so on
No charging
No charging
when using
USB Type-C
connection
to computer,
laptop, and so on
Intermittent
Intermittent
charging
charging
when using
USB Type-C
connection to
computer,
laptop, and so on
No image
Black screen
when using DP
connection to
the PC
No image when
Black screen or
using USB
2nd DUT is not
Type-C MST
Prime mode
No network
Network
connection
dropped or
Intermittent
5. Trouble Shooting Instructions
Possible solutions
• Due to different video formats (aspect ratio) of
DVDs, the monitor may display in full screen.
• Run the built-in diagnostics.
• Verify if the USB Type-C interface of the device can
support DP alternate mode.
• Verify if the device required more than 65 W power
charging.
• USB Type-C interface of device cannot support DP
alternate mode.
• Set Windows to Projection mode.
• Ensure that the USB Type-C cable is not damaged.
• Verify if the device can support one of 5 V/9 V/15
V/20 V charging profiles.
• Verify if the Notebook requires a >65 W power
adaptor.
• If the Notebook requires a >65 W power adaptor, it
may not charge with the USB Type-C connection.
• Ensure that you use only Dell approved adapter or
the adapter that comes with the product.
• Ensure that the USB Type-C cable is not damaged.
• Check if the maximum power consumption of
device is over 65 W.
• Ensure that you use only Dell approved adapter or
the adapter that comes with the product.
• Ensure that the USB Type-C cable is not damaged.
• Verify which DP standard (DP 1.1a or DP 1.4) is your
Graphics Card certified to. Download and install the
latest graphics card driver.
• Some DP 1.1a graphics card cannot support
DP 1.4 monitors. Go to OSD menu, under Input
Source selection, press and hold DP select
key for 8 sec to change the monitor setting from
DP 1.4 to DP 1.1a.
• USB Type-C input, Go to OSD menu, under Display
Info check the Link Rate is HBR2 or HBR3, if Link
Rate is HBR2, suggest to use USB Type-C to DP
cable to turn on MST.
• check to ensure data priority is selected in OSD. Do
not toggle Off/On the power button when network
is connected, keeps the power button On.
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