Brand new PG27AQDM Base lighting does not work

[SimpleMint]

I just bought a new ROG SWIFT PG27AQDM monitor but the LED of the base does not turn on. Its brand new i just got it 2 days ago from amazon. I already checked the settings and its turned on but there are no lights. I tried to de-attavh and re-attach the stand to the screen but that didnt work either. Please help am i missing something or is my base defective? 

[Aureliannn_ROG]

Hi @SimpleMint ,

We apologize for the inconvenience caused by the base light issue on your new ROG SWIFT PG27AQDM monitor. 

To better assist you, we would like to gather some additional information:

• Operating system: What is the operating system of your computer?
• Monitor Firmware:  What version of monitor firmware are you currently using?
• Other connected devices: Do you have any other ASUS peripherals? If so, please provide the model numbers.
• Lighting effect settings: What lighting effects have you set for the base light in Armoury Crate?
• Other troubleshooting attempts: Besides disassembling and reinstalling the base, what other troubleshooting steps have you tried?

Based on your issue, we suggest the following:

• Check power connection: Ensure that the monitor's power cable is securely connected and the power outlet is working properly.
• Check Lighting effect in OSD menu: Please confirm if the lighting settings for your back cover and base are enabled in the OSD menu. Is the backlight functioning properly and displaying correctly?
• Restart your computer: Restarting your computer can sometimes resolve temporary software or system glitches.
• Check cables: If you have other ASUS peripherals, try swapping the cables with the monitor to rule out the possibility of a cable malfunction.

Thank you.

[SimpleMint]

Hello, i believe i have figured out what the issue was. I received the base broken, i know this because i watched assembly videos to see if there's any parts that are missing on my base compared to theirs. 

i am missing the second "pin" or whatever this piece is called. I believe it broke during shipment or something. I do not want to return the monitor because i live overseas. I jus want to fix it, however i am not sure what this piece is called and who do i go to to fix/replace this pin. I'd appreciate if you could instruct me on how and where i can get it fixed. I live in Bahrain if that helps. Thank you

[Aureliannn_ROG]

Hi @SimpleMint ,

Thank you for contacting us. 

Regarding your issue, we recommend that you:

• Contact your original retailer: As you have recently purchased the product, it is recommended to contact the retailer or dealer as they may be able to assist you with returns or exchanges.
• Contact your local ASUS customer service center: You can also visit the ASUS official website as below to find the contact information of your local customer service center for further assistance.

Official Support | ASUS Global

Thank you.