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Monitor Going Black then Back On - XG27AQDMG

Kerros
Level 7

4 weeks ago

Hello!

I have been having an issue suddenly pop up with my Asus XG27AQDMG monitor:

Problem: After about a minute and 10-15 seconds (timed it), the monitor will go black, then I will see a faint line go down it starting from the top, then it will turn back on.

Attempted fixes:

  • Trying a different display port on my GPU, trying HDMI ports.
  • Trying different monitor cables (Display port and HDMI)
  • Updating firmware to the latest update (ironically it made the maximum refresh rate 180hz instead of the advertised 240hz)
  • Checking the AC power adapter, running tests (not a power issue, I can tell it still has power by watching the back LED when the screen goes black)
  • Reseating GPU/checking for loose connections
  • Ensuring computer has the latest updates.
  • Adjusting monitor settings (e.g. turning off VRR, lowering refresh rate, etc.)

I am unsure why this is suddenly happening. Any suggestions on ways to fix/troubleshoot the issue?

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3 REPLIES 3

Aureliannn_ROG
Customer Service Agent

4 weeks ago

Hi @Kerros ,

hank you for reaching out to us.

Regarding the issue you're experiencing, we'd like to ask you to confirm the following points for a more in-depth diagnosis and analysis:

  1. Cross-test with different signal sources: If you have other devices with HDMI or DisplayPort output (such as a PS5/Xbox game console), please try connecting your monitor to these devices and observe if the same intermittent black screen phenomenon still occurs.
  2. Provide a video of the issue: We recommend recording the complete process of your monitor experiencing a black screen and the "scan lines" reappearing. Please provide the video in MP4 file format for our reference.
  3. Factory reset: Please try performing a Factory Reset on your monitor and confirm if the issue can be resolved.
  4. Timing of the issue: Did this issue only start occurring after a firmware update?
  5. Audio status during black screen: When the black screen issue occurs, is the background audio still playing, or is there no sound at all?
  6. Steps to reproduce the issue: Can you provide steps or specific actions to reproduce the problem, so we can attempt to replicate it?

Thank you for your cooperation; this information will be extremely helpful for our diagnosis.

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Kerros
Level 7
In response to Aureliannn_ROG

4 weeks ago

Appreciate the reply, answering below:

  • Tested on a Nintendo Switch Dock (HDMI), same issue. Tried a laptop HDMI as well.
  • Video TBD.
  • Tried the factory reset but sadly it did not work.
  • The issue started happening before the firmware update. I attempted to solve the issue by updating the firmware after the issue started to occur thinking a bug fix may solve it. It unfortunately did not.
  • No specific steps to reproduce that I know. I tried isolating the issue but couldn't arrive at a conclusive answer.

I may send in the monitor for RMA to see if the technicians can fix it. I've tried most of the troubleshooting I can think of.

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Aureliannn_ROG
Customer Service Agent
In response to Kerros

3 weeks ago

Hello @Kerros 

Thank you for your response. Given that you've already attempted numerous troubleshooting steps, including replacing cables/ports, checking power, adjusting settings, and updating firmware, and the issue still persists, we recommend sending your monitor to an official ASUS service center for further assistance. Our engineers will physically inspect the unit and provide a professional solution.

Thank you for your understanding and cooperation!

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