Jesandma
Level 1 (8 points)
Desktops

Q: Samsung external monitor suddenly stopped working with iMac

Hi,

 

I am on a late 2013 27-inch iMac (10.11.6), and I use a Samsung external display for a second monitor. It has worked great for almost a year connected to my iMac via VGA to Thunderbolt, but yesterday it did not detect a signal. I tried a hard restart, resetting PRAM, using an HDMI to Thunderbolt, checking for updates, "detect display," and every other suggestion I came across. It seems that the Samsung detects a connection, because the inputs go active whenever I plug it in, but it does not detect a signal from the iMac.

 

I'm nervous that the Thunderbolt connections might have fried or something, as neither seem to work. Any ideas?

 

Thanks!

iMac (27-inch, Late 2013), OS X El Capitan (10.11.6)

Posted on Aug 29, 2016 9:39 AM

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Jesandma

Q: Samsung external monitor suddenly stopped working with iMac

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  • Helpful answers

  • by rkaufmann87,

    rkaufmann87 rkaufmann87 Aug 29, 2016 10:19 AM in response to Jesandma
    Level 9 (58,093 points)
    Photos for Mac
    Aug 29, 2016 10:19 AM in response to Jesandma

    After doing the PRAM reset I suggested, please retest your external display. If the problem persists please advise.

  • by Jesandma,

    Jesandma Jesandma Aug 29, 2016 11:01 AM in response to rkaufmann87
    Level 1 (8 points)
    Desktops
    Aug 29, 2016 11:01 AM in response to rkaufmann87

    I did both resets, at first there was no change, but not the external says that the resolution is not supported.

  • by rkaufmann87,

    rkaufmann87 rkaufmann87 Aug 29, 2016 11:06 AM in response to Jesandma
    Level 9 (58,093 points)
    Photos for Mac
    Aug 29, 2016 11:06 AM in response to Jesandma

    Does the computer boot normally now? If it doesn't then forget about the external display for a while until you get that problem fixed first. I also recommend that you post an EtreCheck report of your system. We can then look for obvious issues. Please click the link, download the app and run the report. Once you have the report, please copy and paste it to your reply to this post.

     

    If you would like more info on what EtreCheck is, simply click the link and you will find a description of the app.

  • by Jesandma,

    Jesandma Jesandma Aug 29, 2016 11:20 AM in response to rkaufmann87
    Level 1 (8 points)
    Desktops
    Aug 29, 2016 11:20 AM in response to rkaufmann87

    It is booting normally. I think I was just anxious about the monitor issue and was not allowing it time to shut down... report below.



    EtreCheck version: 3.0.2 (306)

    Report generated 2016-08-29 14:16:34

    Download EtreCheck from https://etrecheck.com

    Runtime 2:57

    Performance: Excellent

     

    Click the [Support] links for help with non-Apple products.

    Click the [Details] links for more information about that line.

     

    Problem: Other problem

    Description:

    External monitor not receiving a signal from Thunderbolt connection.

     

    Hardware Information: ⓘ

        iMac (27-inch, Late 2013)

        [Technical Specifications] - [User Guide] - [Warranty & Service]

        iMac - model: iMac14,2

        1 3.2 GHz Intel Core i5 CPU: 4-core

        8 GB RAM Upgradeable - [Instructions]

            BANK 0/DIMM0

                4 GB DDR3 1600 MHz ok

            BANK 1/DIMM0

                4 GB DDR3 1600 MHz ok

            BANK 0/DIMM1

                Empty  

            BANK 1/DIMM1

                Empty  

        Bluetooth: Good - Handoff/Airdrop2 supported

        Wireless:  en1: 802.11 a/b/g/n/ac

     

    Video Information: ⓘ

        NVIDIA GeForce GT 755M - VRAM: 1024 MB

            iMac 2560 x 1440

     

    System Software: ⓘ

        OS X El Capitan 10.11.6 (15G31) - Time since boot: less than an hour

     

    Disk Information: ⓘ

        APPLE HDD ST1000DM003 disk0 : (1 TB) (Rotational)

            EFI (disk0s1) <not mounted> : 210 MB

            Macintosh HD (disk0s2) / : 999.35 GB (311.80 GB free)

            Recovery HD (disk0s3) <not mounted>  [Recovery]: 650 MB

     

    USB Information: ⓘ

        Apple Inc. BRCM20702 Hub

            Apple Inc. Bluetooth USB Host Controller

        Apple Inc. FaceTime HD Camera (Built-in)

        Logitech USB Optical Mouse

     

    Gatekeeper: ⓘ

        Mac App Store and identified developers

     

    Kernel Extensions: ⓘ

            /Library/Application Support/Citrix Receiver

        [not loaded]    com.citrix.kext.gusb (12.2.0 - SDK 10.9 - 2016-08-24) [Support]

     

            /System/Library/Extensions

        [not loaded]    com.mice.driver.Wireless360Controller (1.0.0d12 - SDK 10.8 - 2016-08-25) [Support]

        [not loaded]    com.mice.driver.WirelessGamingReceiver (1.0.0d12 - SDK 10.8 - 2016-08-25) [Support]

        [not loaded]    com.mice.driver.Xbox360Controller (1.0.0d12 - SDK 10.8 - 2016-08-25) [Support]

        [not loaded]    com.wacom.kext.pentablet (Pen Tablet 5.3.6-6 - SDK 10.9 - 2016-08-25) [Support]

     

    System Launch Agents: ⓘ

        [not loaded]    7 Apple tasks

        [loaded]    161 Apple tasks

        [running]    70 Apple tasks

     

    System Launch Daemons: ⓘ

        [failed]    com.apple.dpd.plist (2015-08-22)

        [not loaded]    47 Apple tasks

        [loaded]    156 Apple tasks

        [running]    86 Apple tasks

     

    Launch Agents: ⓘ

        [not loaded]    com.adobe.AAM.Updater-1.0.plist (2014-04-22) [Support]

        [failed]    com.adobe.ARMDCHelper.cc24aef4a1b90ed56a725c38014c95072f92651fb65e1bf9c8e43c37a2 3d420d.plist (2016-07-18) [Support]

        [running]    com.citrix.AuthManager_Mac.plist (2016-07-20) [Support]

        [running]    com.citrix.ReceiverHelper.plist (2016-07-20) [Support]

        [running]    com.citrix.ServiceRecords.plist (2016-07-20) [Support]

        [loaded]    com.google.keystone.agent.plist (2016-07-18) [Support]

        [not loaded]    com.teamviewer.teamviewer.plist (2016-02-01) [Support]

        [not loaded]    com.teamviewer.teamviewer_desktop.plist (2016-02-01) [Support]

        [running]    com.wacom.pentablet.plist (2014-12-23) [Support]

     

    Launch Daemons: ⓘ

        [loaded]    com.adobe.ARMDC.Communicator.plist (2016-07-18) [Support]

        [loaded]    com.adobe.ARMDC.SMJobBlessHelper.plist (2016-07-18) [Support]

        [loaded]    com.adobe.SwitchBoard.plist (2014-04-22) [Support]

        [loaded]    com.adobe.fpsaud.plist (2016-06-28) [Support]

        [loaded]    com.citrix.ctxusbd.plist (2016-07-20) [Support]

        [loaded]    com.google.keystone.daemon.plist (2016-07-18) [Support]

        [running]    com.mice.360Daemon.plist (2013-02-07) [Support]

        [loaded]    com.microsoft.office.licensing.helper.plist (2010-08-25) [Support]

        [loaded]    com.teamviewer.Helper.plist (2016-02-01) [Support]

        [not loaded]    com.teamviewer.teamviewer_service.plist (2016-02-01) [Support]

     

    User Launch Agents: ⓘ

        [loaded]    com.adobe.AAM.Updater-1.0.plist (2014-04-22) [Support]

        [loaded]    com.adobe.ARM.[...].plist (2014-05-01) [Support]

        [running]    com.akamai.single-user-client.plist (2015-09-29) [Support]

        [running]    com.spotify.webhelper.plist (2016-08-29) [Support]

        [loaded]    com.valvesoftware.steamclean.plist (2016-08-25) [Support]

     

    User Login Items: ⓘ

        iTunesHelper    Application  (/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)

        Dropbox    Application  (/Applications/Dropbox.app)

        Google Drive    Application  (/Applications/Google Drive.app)

        Spotify    Application Hidden (/Applications/Spotify.app)

        Google Chrome    Application Hidden (/Applications/Google Chrome.app)

        Unified Remote    Application  (/Applications/Unified Remote.app)

        BambooCore    Application  (/Library/Application Support/Wacom/BambooCore.app)

     

    Internet Plug-ins: ⓘ

        o1dbrowserplugin: 5.41.3.0 - SDK 10.8 (2015-12-16) [Support]

        Unity Web Player: UnityPlayer version 5.2.3f1 - SDK 10.6 (2015-11-29) [Support]

        Default Browser: 601 - SDK 10.11 (2016-08-25)

        AdobePDFViewerNPAPI: 15.017.20053 - SDK 10.11 (2016-08-03) [Support]

        FlashPlayer-10.6: 22.0.0.209 - SDK 10.9 (2016-08-29) [Support]

        Silverlight: 5.1.30514.0 - SDK 10.6 (2014-11-11) [Support]

        QuickTime Plugin: 7.7.3 (2016-08-25)

        Flash Player: 22.0.0.209 - SDK 10.9 (2016-08-29) [Support]

        CitrixICAClientPlugIn: 12.2.0 - SDK 10.10 (2016-08-24) [Support]

        googletalkbrowserplugin: 5.41.3.0 - SDK 10.8 (2015-12-11) [Support]

        AdobePDFViewer: 15.017.20053 - SDK 10.11 (2016-08-03) [Support]

        SharePointBrowserPlugin: 14.4.7 - SDK 10.6 (2015-02-08) [Support]

        JavaAppletPlugin: 15.0.1 - SDK 10.7 (2014-04-22) Check version

     

    3rd Party Preference Panes: ⓘ

        Akamai NetSession Preferences (2015-09-29) [Support]

        Flash Player (2016-06-28) [Support]

        XBox 360 Controllers (2013-02-07) [Support]

     

    Time Machine: ⓘ

        Time Machine not configured!

     

    Top Processes by CPU: ⓘ

             3%    kernel_task

             2%    Google Chrome Helper(13)

             1%    Unified Remote

             1%    Google Chrome

             0%    Spotify Helper(2)

     

    Top Processes by Memory: ⓘ

        1.66 GB    Google Chrome Helper(12)

        770 MB    kernel_task

        229 MB    mdworker(18)

        197 MB    Google Chrome

        172 MB    Spotify Helper(2)

     

    Virtual Memory Information: ⓘ

        2.56 GB    Free RAM

        5.44 GB    Used RAM (1.47 GB Cached)

        39 MB    Swap Used

     

    Diagnostics Information: ⓘ

        Aug 29, 2016, 01:52:12 PM    Self test - passed

     

     

  • by rkaufmann87,

    rkaufmann87 rkaufmann87 Aug 29, 2016 11:31 AM in response to Jesandma
    Level 9 (58,093 points)
    Photos for Mac
    Aug 29, 2016 11:31 AM in response to Jesandma


    The good news your report looks normal. I would start by checking the connections on the external display to see that it is well connected. If that does not solve the problem, the begin replacing the cables and cable adapters 1 by 1 until you find the problem cable.

     

    Did ANYTHING change from the time the display was working normally until it began having problems?

  • by Jesandma,

    Jesandma Jesandma Aug 29, 2016 11:42 AM in response to rkaufmann87
    Level 1 (8 points)
    Desktops
    Aug 29, 2016 11:42 AM in response to rkaufmann87

    I don't think anything changed. I haven't been using this computer so much - I'll see if my girlfriend installed/changed anything as she's been doing some work on it recently. I've tried a new VGA cable and a new HDMI. After the resets, I did notice a different message on the screen as mentioned above - it said that the resolution was not supported. But now it is back to the "no signal" message.

  • by rkaufmann87,

    rkaufmann87 rkaufmann87 Aug 29, 2016 12:02 PM in response to Jesandma
    Level 9 (58,093 points)
    Photos for Mac
    Aug 29, 2016 12:02 PM in response to Jesandma

    Well I don't know at this point. If all the cables have been replaced and the computer works okay without the external display, then that points the finger at the display itself.