onderwerp Re: Monitor won't turn off anymore when computer is down in Computing & Displays

Monitor won't turn off anymore when computer is down

Harm013 — Fri, 01 Mar 2024 14:34:52 GMT

Since a few days my monitor (S27B800TGU) won't turn off anymore when the computer is down.
I have this monitor now for about 2 months.

When I just had the monitor, and I turned down my computer, a window appeared that said that there was no HDMI signal anymore, and my monitor was going to turn off with a countdown of 3 seconds.

But since a few days it just goes into sleep without turning off (meaning you can see that the backlight is still active).

Can anyone please tell me why this is, or is it just a setting somewhere ?

Re: Monitor won't turn off anymore when computer is down

Ajay-A — Mon, 04 Mar 2024 11:24:13 GMT

Hallo @Harm013,

Thank you for your message. Have you tried unplugging he powersocket of the monitor for a few seconds? Did you also checked/reset the settigns of the monitor?

With kind regards,

Ajay

Re: Monitor won't turn off anymore when computer is down

Harm013 — Mon, 11 Mar 2024 11:32:23 GMT

Yes I've tried that, and then the monitor works normally again... But only for a few days.
After a few days of normal operation, it fails again to go to black after the HDMI signal is gone when the computer is shutdown.

Re: Monitor won't turn off anymore when computer is down

Ajay-A — Thu, 21 Mar 2024 08:20:50 GMT

Hallo @Harm013,

Have you also tried resetting the settings or check if the Max. power saving setting is on or off?

With kind regards,

Ajay

Re: Monitor won't turn off anymore when computer is down

Harm013 — Sat, 30 Mar 2024 09:25:59 GMT

Tried that as well, still the same...
I think the monitor is just faulty or unstable, because every time this happens, the menu is also not accessible like the software inside monitor is frozen or something.
I've also had one time that the sound was not working, and I had to unplug the main power and reinsert it to get the sound back.
Or maybe a firmware issue.
Anyway, I contacted the store that I bought it from to get a warranty replacement, because I don't think this is normal...

Re: Monitor won't turn off anymore when computer is down

Ajay-A — Tue, 02 Apr 2024 15:31:21 GMT

Thank you for the update Harm013,

Did the store respond or provided you with another solution?

With kind regards,

Ajay

Re: Monitor won't turn off anymore when computer is down

Harm013 — Thu, 18 Apr 2024 06:50:33 GMT

No response from the store...
Only response I got was that they received the monitor, and that they will let me know so soon as they know more. So I would guess that they have sent it to the factory maybe ?
It's been only a week since I actually got a change to send it, so I will wait a bit longer before I start spamming them with email 😉

Re: Monitor won't turn off anymore when computer is down

Ajay-A — Thu, 18 Apr 2024 13:52:03 GMT

Hallo Harm013,

With shipping it to the factory it can indeed take some time. Let us know when you have received the next update.

With kind regards,

Ajay

Re: Monitor won't turn off anymore when computer is down

Harm013 — Sun, 21 Apr 2024 12:05:56 GMT

I got a response from the store (Friday afternoon) that they tested the monitor and found it to be defective. So now they have sent it to the factory for repair, and this can (as expected) take several weeks.
I understand that the defective product is returned to the factory, but what I don't understand is that the store is not just giving me a new monitor since it's only 3 months old...
Well anyway, now we just have to wait I guess.

Re: Monitor won't turn off anymore when computer is down

Ajay-A — Mon, 22 Apr 2024 15:40:12 GMT

Hallo Harm013,

This depends on the purchase conditions of the store. Keep us updated.

With kind regards,

Ajay

Re: Monitor won't turn off anymore when computer is down

Harm013 — Thu, 09 May 2024 12:35:30 GMT

Received my monitor back from the store yesterday, and so far it seems to be working fine.
But it worked before for some time, so lets see if it still works correctly after a few months...

Re: Monitor won't turn off anymore when computer is down

Ajay-A — Tue, 14 May 2024 07:51:31 GMT

Thank you for the update Harm013,

Please let us know when the issue returns. In the mean time I wish you much pleasure with your monitor.

With kind regards,

Ajay

Re: Monitor won't turn off anymore when computer is down

mm-jeff — Fri, 31 May 2024 10:27:52 GMT

Just chiming in to let you know that we are experiencing a very similar issue on THREE Samsung S27B800TGU monitors at the same time.

All three monitors are connected to three Mac Mini M2 (2023) computers. We are noticing the following issues:

* After a longer session of work, users shutdown the Mac Mini, but the last image before the Mac shuts down seems to get 'stuck' on screen. In the case of MacOS this image is an empty desktop background. The screen does not seem to recognize that there is no HDMI signal anymore. Likely because of this, the screen does not go into standby mode, nor does it automatically switch off at any point. The brightness also never changes. Unplugging either the power cable or the HDMI cable 'solves' this issue, but I think you can agree that is not a solution.
It only seems to happen after a slightly longer session of using the screen. Our last testing sessions took between 15 and 60 minutes and that didn't seem to cause it, but now we're receiving customer complaints after 8-hour workdays using the screens and running into this issue.

We have also encountered an issue when running this screen with these Mac Mini's using a Thunderbolt cable. After a while, the screen's on-screen source menu (indicating you're connected via Thunderbolt) would not disappear anymore. We 'solved' this by hard-setting the screens to use the HDMI input instead, but we've kept the Thunderbolt cables connected to the Mac Mini's in order to use the Samsung screen's extra USB ports.

One of the screens has already been returned for repairs for another issue related to the LCD panel. The fact that ALL THREE of the screens show the exact same behaviour makes me believe this might be some sort of incompatibility between the Samsung screens and MacOS, or specifically Macs running on an M2 chip?

@Harm013 : If you don't mind, can you tell what kind of device you had connected to your screen when you ran into your issues?

Re: Monitor won't turn off anymore when computer is down

mm-jeff — Tue, 04 Jun 2024 08:50:50 GMT

Quick update after I've had about an hour to tinker with the monitors.
Turns out this issue happens on 2 out of 3 of the Samsung monitors and it happens specifically if the Mac Mini tries to turn the display off due to inactivity. When that happens, the 'normal' monitor goes dark, shows a 'no signal' message and then goes into standby mode.
The 'faulty' two monitors flicker black for a fraction of a second, after which the image is frozen. For example if the screensaver was active, the last frame will the held indefinitely. If you then move the mouse, the Mac wakes up and you can continue working. However the monitor's buttons no longer work, the menu does not appear. If you shut down the Mac with the monitor in this state, the last frame will also be held until you plug the powercord to force a restart on the monitor. It does not seem to matter whether the monitor is connected via Thunderbolt cable or not. The only other USB attachments are Apple Mice & keyboards and Wacom tablets. The one monitor that doesn't have these issues does not differ from the faulty two monitors and all three Mac Mini systems run the same version of MacOS.

Curious to learn if anyone else has run into these issues. Seeing as this post is officially 'answered' I'm going to see if I can shoot a message to our supplier to maybe create a support ticket at Samsung for this.