Just purchased an Inspiron 3847 desktop with integrated graphics to evaluate if we should get them for our company. Connected an ASUS monitor via HDMI and did not get video. Could not figure out what was going on so connected via VGA instead and it worked as expected. Ultimately determined that the Inspiron is not sending a wake up signal to the monitor. Tried the monitor on a different model computer and it worked correctly. Tried a different HDMI cable with the monitor and the Inspiron but no change. So it means that using an HDMI monitor on the Inspiron 3847 one has to turn on the monitor after the computer is started in order for it to connect via HDMI. Checked to see if there was a BIOS update but I have version 2 that was just recently released. Any suggestions on how to make the Inspiron wake up the monitor when the system is powered on or taken out of sleep mode?
Well thanks for all who may have looked but could not think of a solution. This system will just go back. If it can't wake up an HDMI monitor then it is of no use to us. Dell support blamed the monitor and ASUS blames the HDMI card noting that the issue occurs before the system even boots... meaning it is a fundamental hardware issue. Perhaps Dell will fix it with the next BIOS update. Unfortunately for Dell I don't want to be a beta tester for Dell's new desktop.
Thought I would try contacting technical support again... but just wasted more time.
No suggestions were made whatsoever.
Only said 'since it is an out of box issue to contact customer support.'
I have contacted customer support via the email request for to return the system.
Dell computer fail. Dell technical support fail. Dell forum fail. Dell technical support fail again.
Session Started with Agent (CLKsmb_Analyn_230606)
Customer: "Inspiron 3847 with integrated graphics. System will not wake up monitor when connected to HDMI port. Need to power on monitor after Windows is fully booted. Not normal. Computer functions normally when monitor is connected to VGA port."
Customer: "service tag *******"
Customer: "inspiron 3847 desktop"
Customer: "monitor does not wake up on boot when connected to HDMI port"
Agent (CLKsmb_Analyn_230606): "Thank you for contacting Dell Basic Warranty Support. My name is Analyn. I will be happy to assist you."
Customer: "works normally when monitor is connected via vga port."
Agent (CLKsmb_Analyn_230606): "Jjust in case I need to follow-up regarding this case, can I reach you at the number *********** or email you at **************?"
Customer: "email please"
Agent (CLKsmb_Analyn_230606): "Do you happen to have an alternate phone number where I can also reach you?"
Customer: "no thank you. email please"
Agent (CLKsmb_Analyn_230606): "May I put you on hold for 2 to 3 minutes to pull up your records?"
Customer: "***** company name and mailing address provided to proactively verify ownership/warranty status"
Agent (CLKsmb_Analyn_230606): "Please wait."
Customer: "it is over 3 minutes"
Agent (CLKsmb_Analyn_230606): "Thank you for waiting."
Agent (CLKsmb_Analyn_230606): "To give you an update, you still have an active Hardware Warranty contract that will expire on January 16, 2015."
Customer: "do you have the number for customer service? i think it is best if i just return this system."
Agent (CLKsmb_Analyn_230606): "Does the Monitor woks on another computer?"
Customer: "already answered that in the description and troubleshooting section. "
Agent (CLKsmb_Analyn_230606): "The number for Customer Care Support at 1-800-456-3355 `"
Customer: "and I don't want to be the one to have to beta test your new model system"
Customer: "do you have any suggestion on how to resolve the problem I have experianced with your system, and that i have wasted over two hours trying to troubleshoot?"
Customer: "or do you only wish to ask me to wait some more?"
Agent (CLKsmb_Analyn_230606): "Is the monitor working on another computer?"
Customer: "yes, and it works on this computer *if* it is turned on after the computer is fully booted into windows."
Customer: "the HDMI port does not work when the system is initially booted so the user does not see the dell logo during post"
Customer: "the user does not see the option to enter setup"
Customer: "the user does not see the windows logon page."
Customer: "but if the computer has fully booted windows and then turns the monitor off and back on then it see the hdmi signal is present."
Customer: "the inspiron 3847 fails to send a wake up command to the monitor when connected via HDMI"
Customer: "when connected via VGA it works normally"
Customer: "have tried multiple monitors on this system and the same thing happens."
Customer: "something is wrong with the inspiron 3847 hardware as this is an issue that exists before windows even starts"
Customer: "it happens at post"
Customer: "i can't believe that i am the only one with this issue."
Customer: "are you sure there is no service bulliten about it?"
Customer: "did Dell just waste more of my time"
Agent (CLKsmb_Analyn_230606): "None, there is no service bulletin."
Customer: "writting things that are not being read by anyone?"
Customer: "so the machine just does not work and that is ok with dell?"
Agent (CLKsmb_Analyn_230606): "Since this is an out of the box issue, please contact the customer care support."
Customer: "it is going back in the box and i will call customer care and tell them that it is a piece of useless junk and that you could not offer any suggestion on troubleshooting"
Customer: "thanks for wasting my time."
Three days later and no response from dell after completing the form on dell.com to request to return this machine.
I did receive an email confirmation staying that they would contact me in 24 hours But nothing since.
is this a new way for Dell to make a bad situation worse?
Does anyone have a suggestion on how to proceed other than calling my credit card company to dispute the charge?
Thank you for taking your time to write up about Dimension 3947's problem.
I have the same system for about two months and have been using the VGA cable all this time.
I am in the process of switching to HDMI cable and you have save me some time with
the DELL support.
In fairness you won't get anywhere talking to people like you do.