cancel
Showing results for 
Search instead for 
Did you mean: 

PG27AQDP Pixel Refresh Question

AaronC2005
Level 7

I have called/emailed and spoken to numerous individuals at Asus about getting clarification on this issue as well as reading these forums and Reddit to which no one can give or receive a clear answer to.

In the user manual of this monitor, it stated that pixel refreshes occur when the MONITOR is off. Does this mean when you physically turn off the monitor with the power switch with your finger or when the monitor goes into standby mode after putting your computer to sleep?

Every response I receive is when the DISPLAY is turned off which could mean either method and doesn't answer the question.

I've been turning off my monitor manually(physically) per the user manual and after 500 hours zero refreshes have been counted on the OLED pixel refresher counter.

Does this mean no pixel refreshes have occurred since I bought the monitor?

I keep getting the run around on receiving an answer about this question from customer support through the phone and email.

I have discovered stand-by mode will pixel refresh in 6 minutes but my question is will physically turning off the panel do so as well as the user manual states.

Please clarify and I thank you in advance for your answer.

438 Views
14 REPLIES 14

Aureliannn_ROG
Customer Service Agent

Hi @AaronC2005 ,

Thank you for your inquiry! 

Regarding the "Pixel Cleaning" function, there are currently three triggers for it:

  • Manual cleaning
  • Automatic cleaning during standby
  • Manually turning off the display without cutting off power

In summary, when you manually turn off the display or enter standby mode, the display will automatically initiate the pixel cleaning process. 

For more detailed information on how this process works, please refer to the FAQ link below.

[LCD Monitor] ROG OLED Gaming Monitor Pixel cleaning process. | Official Support | ROG Global

Thank you.

Please note that response times may be delayed due to upcoming regional holidays. For urgent inquiries, please contact your local service center. Thank you for your patience.

I greatly appreciate your response!

Do you know why the internal pixel refresh counter number does not ever increase whenever I manually turn off the monitor but will if I let the monitor go into standby or manually select the option to do so?

I'm concerned my monitor is not and has not been doing any cleaning when manually turned off with the monitor power switch.

Also, the link you provided does not list my specific monitor in the listings of which the article applies to.

I'm not sure if that's an oversight or my specific monitor works differently.

Aureliannn_ROG
Customer Service Agent

Hi @AaronC2005 ,

Thank you for your confirmation! We have forwarded your case to our backend team for further investigation. 

Kindly wait patiently, and we will update you as soon as there is any progress.

Thank you for your understanding and support!

Please note that response times may be delayed due to upcoming regional holidays. For urgent inquiries, please contact your local service center. Thank you for your patience.

Aureliannn_ROG
Customer Service Agent

Hi @AaronC2005 ,

Regarding the Pixel Cleaning function you mentioned, we would like to provide you with a detailed explanation:

  • Pixel Cleaning in Performance Mode: When you switch the power setting to "Performance Mode" and execute the DC OFF function, the system will automatically perform Pixel Cleaning. Each time Pixel Cleaning is completed, the "Pixel Clean Times" count will increase.
  • Pixel Cleaning in Power Saving Mode: If your power setting is set to "Power Saving Mode", executing DC OFF will not trigger the Pixel Cleaning function.
  • Pixel Cleaning Time: Each Pixel Cleaning typically takes 4.5 to 5 minutes. If the process is interrupted for any reason, the "Pixel Clean Times" count will not increase.

To assist you better, please confirm the following information:

  1. Current power setting: Please check if your power setting is set to "Performance Mode".
  2. Pixel Cleaning completion: Please confirm that you have patiently waited 4.5 to 5 minutes to ensure that the Pixel Cleaning process has been completed.

Thank you.

Please note that response times may be delayed due to upcoming regional holidays. For urgent inquiries, please contact your local service center. Thank you for your patience.

Once again, I thank you for taking time to respond but this doesn't answer my question.

My monitor is always set to performance mode. I never change that setting.

The "pixel clean times" DO NOT increase when I turn the monitor off manually like I've been told. Only when it's put into standby mode. The quantity of hours since the last cleaning increases as well.

Once again, because the "pixel clean times" is not increasing when I physically turn off the monitor with the monitor switch with out unplugging it as you and the manual have suggested, does this mean my monitor has not been pixel cleaning itself?

The link you sent does not list my specific monitor as an example of how to pixel clean as well.

I do thank you for trying, but I feel as if my question continues to not be answered whether through the phone, email, or here.

Aureliannn_ROG
Customer Service Agent

Hi @AaronC2005 ,

Thank you very much for your detailed reply.

We have understood that you have currently set the power mode to Performance Mode, but the "Pixel Clean Times" has not increased as expected. 

For this issue, we will immediately report your situation to the backend technical team for in-depth investigation.

Meanwhile, to further clarify the issue, we recommend that you try the following:

Regarding the FAQ issue you mentioned, we have confirmed that your monitor model is indeed applicable to that FAQ. We apologize for the omission in the FAQ product list and will immediately arrange for the engineering team to make corrections to avoid confusion for other users.

Thank you again for your patience and cooperation. 

Please note that response times may be delayed due to upcoming regional holidays. For urgent inquiries, please contact your local service center. Thank you for your patience.

Thank you again for your understanding and patience with this whole situation. It has been a little frustrating on my end.

I tried switching to power saving mode and that did not correct the pixel refresh count.

Also, I do have the latest firmware v.103.

I'm grateful your engineers are looking into this to help prevent this from happening to other users as well.

Aureliannn_ROG
Customer Service Agent

Hi @AaronC2005 ,

Thank you for your inquiry. We apologize for any inconvenience caused. 

Currently, we have not been able to replicate the issue you described. 

Kindly specify the state of the machine when manually turning off the monitor (e.g., whether it was in standby mode), we suggest you try the following tests and confirm under which condition the counter does not increase:

Test 1: Screen is on normally (red light on) -> DC OFF -> Turn on after 5 minutes -> Check Pixel Cleaning Times Steps:

  1. Ensure the screen is displaying normally (red light on).
  2. Manually turn off the monitor (DC OFF).
  3. Turn it on after 5 minutes and check if Pixel Cleaning Times has increased by 1.

Test 2: Screen is on normally (red light on) -> DC OFF -> AC OFF after 5 minutes -> AC ON after 5 minutes -> Check Pixel Cleaning Times Steps:

  1. Ensure the screen is displaying normally (red light on).
  2. Manually turn off the monitor (DC OFF).
  3. Remove the power (AC OFF) after 5 minutes, then reconnect the power (AC ON) after another 5 minutes.
  4. Once the screen displays normally, check if Pixel Cleaning Times has increased by 1.

Test 3: Enter standby mode (orange light on) -> DC OFF -> Turn on after 5 minutes -> Check Pixel Cleaning Times Steps:

  1. Ensure the screen is displaying normally (red light on).
  2. Remove or turn off the signal source.
  3. After the machine enters standby mode (orange light on), manually turn off the monitor (DC OFF).
  4. Turn it on after 5 minutes and check if Pixel Cleaning Times has increased by 1.

Test 4: Enter standby mode (orange light on) -> DC OFF -> AC OFF after 5 minutes -> AC ON after 5 minutes -> Check Pixel Cleaning Times Steps:

  1. Ensure the screen is displaying normally (red light on).
  2. Remove or turn off the signal source.
  3. After the machine enters standby mode (orange light on), manually turn off the monitor (DC OFF).
  4. Remove the power (AC OFF) after 5 minutes, then reconnect the power (AC ON) after another 5 minutes.
  5. Once the screen displays normally, check if Pixel Cleaning Times has increased by 1.

We greatly appreciate your understanding and cooperation.

Thank you.

Please note that response times may be delayed due to upcoming regional holidays. For urgent inquiries, please contact your local service center. Thank you for your patience.