Purchased a new GPU with only HDMI and DP ports. Connected one screen via DP fine. 2nd screen is a 1440p DVI input only, so purchased a Startech DP2DVID2 adapter (DisplayPort to DVI Dual Link Active Adapter - DisplayPort to DVI-D Adapter Video Converter 2560x1600)
On boot everything works great, but after a couple of minutes the DVI screen goes fuzzy, like a layer of “snow” over the image… I have to unplug the DP or USB cable from the adapter, and reconnect, then it’s fine again for a while, but will occasionally go fuzzy again after a few hours.
Is my adapter faulty?
I’ve tried different DP ports, different USB ports, and even a 3rd screen which is also 1440p DVI only.
Hello @Spaceboy and thank you for your interest in our Community.
For this type of situation, it is always best to test with different equipment in order to isolate where the issue is from (test with a different computer, DVI cable and monitor). This will then allow you to know which device is causing the issue and seek a solution in that direction.
From what I can see, you have been in contact with our Technical Support in order to find a solution. Please let us know if you require any further assistance from us and have an excellent day!
Thanks - I’d already tried different monitor, different cable, different DP ports and usb ports and it’s 100% the adapter.
Unfortunately it looks like I’ll be returning it and going with another brand. Further research leads me to think it’s HDCP related.
HDCP (High-bandwidth Digital Content Protection) is an encryption protocol designed to protect digital content from unauthorized copying. It either allows the content to be displayed or it doesn’t, so it wouldn’t cause the image to become fuzzy or unclear. The issue you’re experiencing is likely due to other factors such as signal degradation, cable quality, or the adapter itself. I would recommend to follow the instructions provided by our Support Team during your chat conversation.
Yes, if the item is defective, the solution is to get it replaced. I do apologize for the inconvenience but this isn’t an expected behavior for this device. So as long as you’ve verified by testing with a different video source, DVI cable and monitor: this would indeed confirm that the unit you have is likely in need of a replacement.
Please note that this product is protected by a 3 years warranty, so the replacement is fully covered.
Please let us know if you require any further assistance from us and have an excellent day!
Hi, yes, I needed to contact support and get the new firmware file from them.
Was quick and easy once they responded, but it took several weeks of constantly emailing them and asking on here before they responded.
I don’t have access to it currently, but if you’re still waiting tomorrow, reply here and I’ll see if I can upload the firmware file and instructions for you.
Thank you for your proactivity in helping out, we certainly appreciate it. However, I’ve had to remove your link for security reasons which I’m sure you can understand: we cannot allow unverified programs or files to be recommended for our products. We certainly appreciate the intent and do apologize for the edit.
@Dio , I’m sorry to hear you’re still experiencing issues with this adapter. Since you already have a case open with our Technical Support team, please continue working with them to resolve this matter.
This approach ensures that your situation is handled accurately and securely by our official support team. They’ll guide you through the proper steps tailored to your specific case.
I have purchased exact same adapter and I’m getting “snow” over the whole screen. I purposely purchased this adapter to support 2560x1600@60Hz, but it is not working. After purchased 3 other adapters (none of them working), I’m getting pretty frustrated as this adapter should be finally working…
How it could be solved? @Spaceboy how would you update firmware on that? through usb or some internal connectors?
Hi @richienko!
That looks like the same issue I had and updating the firmware worked for me.
As you can see in this thread, support don’t like me giving out the fix that they sent me, even though it came from their support… and it took me several weeks to get any kind of contact with their support - frustrating to say the least!
I suggest you keep bugging for the firmware update tool… I’d link the files but it would only get taken down again. If only they were so quick to respond with actual help
Dear @richienko, thank you for your interest in our Community.
I am sorry to hear that you are also having the same issue. Please contact our Support Team and we will get this issue fixed. Our Support is available Monday to Friday by phone, email or chat (fastest response time).
@Spaceboy I apologize for any misunderstanding, but the Amazon Support team is not from StarTech.com. And the firmware you linked is from a different company (using the same chipset), not our own. The reason I removed the link was not because we didn’t want to help, but simply because this is an unknown software from another company. I hope you can see how this wouldn’t be safe for us to help distribute within our own Community.
→ For the sake of transparency and to better explain the process: if there are issues where a certain product requires a firmware update in order to function, this is something that would require us to validate in an official capacity. Our engineering team can then coordinate directly with the chipset maker in order to validate and distribute an official firmware tested and vetted for use in our products. Once done, we can then add it to our Download section as well as ensure that all future stock are also running the latest version from the start.
This is why I am recommending you to contact us directly in order for us to properly start the investigation (collecting information such as LOT code and usage context) to get the process started.
I hope this helps shed light on the situation and I look forward to hearing back from you.
Thanks for response, but my situation is kind of pressing. I paid for this adapter 50 euros just to use my old 2560x1600 monitor. I live in Europe and I can’t wait more than two weeks to “maybe” resolve my issue, because after that, I can’t return it. I would rather invest that money to new monitor.
@richienko, I understand if you don’t want to troubleshoot the issue with us. Perhaps may I ask you before you return your units, could we have the LOT code from your units please? The LOT code is a 10-digit number located on a label on the device as well as on the packaging.
This will help us in our investigation.
If I could also get the ones from @Spaceboy and @Dio , that would be incredibly useful. I thank you in advance for your understanding.
@Spaceboy , thank you for the information. Club3D is not linked or affiliated with StarTech.com, it is it’s own company. This would be why you do not see a LOT code (LOT codes are specific to our products).
Both product are similar and from what I can see, we both use the same internal chipset to power our product.
