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IT Miro
IT Miro, Computer Scientist
Category: Computer
Satisfied Customers: 3140
Experience:  Bachelor's Degree in Information Technology, Microsoft Certified Professional
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My son received a cyber power gaming pc from Best Buy for

Customer Question

Hi pearl ! My son received a cyber power gaming pc from Best Buy for xmas along with a Samsung ultra hd monitor! The pic goes on but cannot get anything on the. Monitor
JA: Just to clarify, what's the exact model of your Samsung? And what operating system are you running?
Customer: The monitor is the Samsung ue590d series
JA: Have you installed any updates recently?
Customer: And the computer is the cyber power gua2400bst
JA: Anything else you want the computer expert to know before I connect you?
Customer: Just that I'm not tech savvy , and may be a connection issue ?? Not sure ?
Submitted: 4 months ago.
Category: Computer
Expert:  IT Miro replied 4 months ago.

Hello! My name is*****
I am a certified computer professional who will assist you.

Customer: replied 4 months ago.
Hi Miro
Expert:  IT Miro replied 4 months ago.

To confirm, the monitor is connected to the computer via the HDMI cable?

Customer: replied 4 months ago.
it also came with another wire ? It starts with a D sorry
Customer: replied 4 months ago.
It's a gaming PC
Customer: replied 4 months ago.
Brand new as a xmas gift
Customer: replied 4 months ago.
not sure if it's connected properly?
Expert:  IT Miro replied 4 months ago.

OK. Please see this picture below. Let me know if that is the cable used for connecting the monitor with the computer?

PICTURE

Customer: replied 4 months ago.
I tired to youtube it , but nothing as far as connecting everything
Customer: replied 4 months ago.
that's one of the wires
Customer: replied 4 months ago.
The computer only has one hdmi slot , so I figure it's in the right one?
Expert:  IT Miro replied 4 months ago.

That is what I wanted to ask you now. So, you are sure there is only one HDMI port on the back of the computer?

It looks like this:

PICTURE

Customer: replied 4 months ago.
The pc has a lot of USB slots and a couple of the slots for the other type of cord , it look like a hdmi cord but only curves on side ? sorry not sure what it's called
Expert:  IT Miro replied 4 months ago.

OK. The Samsung monitor should have 2 HDMI ports. Please unplug the HDMI cable from the first port and plug it into the second one. Let me know if there is any difference.

Customer: replied 4 months ago.
Here is a pic
Customer: replied 4 months ago.
Ok give me a sec
Customer: replied 4 months ago.
Ok it goes on but the screen is grey/black
Customer: replied 4 months ago.
Almost like when it's on the wrong channel
Expert:  IT Miro replied 4 months ago.

Please check the buttons on the monitor. Look for "Source" or similar and press that one to see if that will do it.

Customer: replied 4 months ago.
I think it's this computer ?!? I tried connecting an older monitor and it does the same thing? Do u no anything about the cyber power pc's
Customer: replied 4 months ago.
It's not an actual simple button on the monitor , it's a toggle button and not user friendly and it's located on the back of the monitor ??
Expert:  IT Miro replied 4 months ago.

It could be the computer. Check the sticker on the back that says "Complete system not tested".

However, it could also be your HDMI cable. Do you have another one you can use?

Customer: replied 4 months ago.
I see that someone could come out to me and assist , would that be easier ??
Expert:  IT Miro replied 4 months ago.

You mean someone from Best Buy?

Customer: replied 4 months ago.
Customer: replied 4 months ago.
Is that an option ? Did u see the picture I sent of the back of the PC
Expert:  IT Miro replied 4 months ago.

I did. You can first test with another HDMI cable if you have it, and make sure to test all sources on the monitor. If nothing works, you can call Best Buy as it could be something with the computer.

Expert:  IT Miro replied 4 months ago.

Hello again!

I am following up with you to see if you require further assistance. Let me know by sending me a reply below.

Thanks,
IT Miro

Customer: replied 4 months ago.
No one ever called me back , I waited on the line for about 20 minutes then chose to have them call me back , but no one ever responded
Expert:  IT Miro replied 4 months ago.

I am sorry to hear that! If you have tested with another HDMI cable as well as checked with all available sources on the monitor, and still no picture, it means there is something wrong with the computer. Cyber power computers are great computers, but they aren't fully tested before being sold. There is a sticker on the back of the computer to inform you about that, so it is possible that something doesn't work properly once you buy the computer.

My advice is to take your computer to Best Buy and ask for a replacement. If they suggest to diagnose the computer and repair it, you can agree, but demand that they do it right away, so that you can avoid wasting a few more days because of something that wasn't your fault.

Hopefully, the problem will then be solved.

If you require any other assistance, let me know.

Regards,

IT Miro