PG32UCDM black screen during game sessions!!

[silverbolt81]

So i am having this issue since the day i bought the monitor.

At first it was happening during a certain game,the callisto protocol.

Now it is happening also in Destiny 2.

As i am playing these games with HDR on,after some time the screen goes black and i have to manually turn the monitor off and on again in order for the image to appear again.

I had at the beggining the factory firmware,after i updated to MCM102 and now i have the 103.

This issue seems to be consistent on all firmwares.

I know it is not related to my windows setup because on the same pc with a different monitor this does not happen.

I have my pg32ucdm connected via dp.

Any suggestion would be much appreciated!!

[Aureliannn_ROG]

Hi @silverbolt81 @CaptCosmoCat @InvestigatorX @Alvi7 

we would like to further confirm the following:

1. When the FPS display is enabled, does the FPS value continue to be displayed in the screen when the black screen issue occurs, or does the entire screen go black? In order to provide a more accurate answer, please provide a video for us to confirm.
2. Please try lowering the refresh rate of the monitor to 120Hz and disabling HDR, and check if the black screen issue still occurs.
3. If you are using an ASUS graphics card and experiencing the black screen issue, please provide the relevant information as requested in our previous message.

Please provide this information so that we can assist you further. Thank you!

[Alvi7]

I detail the situation. attached video

I was browsing the OSD menu without pressing anything, and just when I was going to start the game (with those white flashes), the monitor lost the signal, everything was black, It's just when I start recording video, in the video I press buttons on the Xbox controller and nothing responds, then I press the OSD menu several times and nothing appears on the screen, it still does not respond, it is as if I had lost the HDMI signal, The monitor is on with red light, so to recover the image there are 2 options, wait for the signal to return or turn off the monitor from the button, the second option is the one I did.

Important information, when you press the OSD menu so many times, I change the menu language, meaning that it works but it does not show an image.

I was playing at 120hz with HDR off. I played on Xbox Series X.

M103 Firmware

I'll try to play by changing the HDMI input on 2.

Please solve this problem as soon as possible, it is really serious. It loses the signal randomly, it has happened several times, I understand that it is a factory defect and I will be able to process a warranty if necessary.

https://youtu.be/o_N8q5Qdmn8

[Aureliannn_ROG]

Hi @Alvi7 ,

thank you for providing the video. We would like to inquire about the following:

1. You mentioned "when you press the OSD menu so many times, I change the menu language, meaning that it works but it does not show an image." Could you please clarify if you are using an Xbox controller to bring up the OSD menu on the monitor, or if you are using the buttons on the monitor itself? From my understanding, when the black screen issue occurs, you press the OSD menu multiple times with the controller, but the monitor remains black. After restarting the monitor, you notice that the language in the OSD menu has changed.
2. Could you please specify which game you are playing? Can you provide the specific chapter or level in the game?
3. Also, please enable the FPS display feature on the monitor and confirm if the FPS value continues to be displayed on the screen when the black screen issue occurs. (Kindly provide the video as well)

Thank you very much for your assistance.

[Alvi7]

1. First I use the Xbox controller the image does not respond but the game yes and after use the OSD buttons on the monitor, you can see in the video and hear how I press. Yes, the OSD menu works( i change the language without seeing the image) the image does not respond therefore the FPS would not work either.

2. The game is Texas Chainsaw Massacre Game, and the game scene just when the screen goes black is a scene that I attached in a previous post, I'll put it again. Special mention to those white flashes, suspicious

https://youtu.be/LjWrsRk3x9E?si=czsL0ET4RDkY_NZF

3. The video provided by @Rlin is exactly the same thing that happens to me, it is the best example.

Thank you for your time, I hope for a quick solution. 

[Aureliannn_ROG]

Hi all, 

thank you for your detail information and testing. 

After confirming with our backend team, we would like to request you to try turning off DDC/CI to see if the issue can be resolved. 

Please follow the steps below:

Step 1: Go to OSD/Gaming/Variable Refresh Rate and turn it off.

Step 2: Go to OSD/System Setup/OSD Setup/DDC/CI and turn it off.

After making these settings, please observe if the issue still occurs. 

Thank you.

[Rlin]

My DDC/CI is greyed out when the black screen happened. Does this mean it was off? I read this is only toggleable if VRR, Gsync, and HDR is off. 

Update: DDC/CI requires turning VRR off which means no Gsync. HDR still works. I played NG2 again for about an hour including repeating that one level for 20 mins and so far no black monitor symptom. But one hour may not be enough. Need more input from others.

[InvestigatorX]

Hey,

1. I turned off VRR about a month ago.

2. This evening, I also turned off DDC/CI.

3. Currently monitor is connected via DP.

In the past hour, while browsing and watching YouTube, I experienced the black screen issue about five or six times. In one instance, three black screens occurred consecutively. The FPS counter was on, but when the issue appeared, the screen turned completely off, so I couldn't see the counter.

[Janemba]

I do think this is interesting advice, obviously using the monitor long term without Gsync is unacceptable but I did notice that I had also had the issue in the other thread where the monitor defaults away from 240HZ (after some time) when a second monitor is connected (in fact 240HZ isn't even selectable). I did the fix for that issue per the other thread and I have noticed that now my monitor remains at 240HZ and I have not had any further black screens. I believe that issue was also semi related to VRR so perhaps it is the root cause of both problems. Nothing scientific just anecdotal. As others have said it is so intermittent it is very had to capture the problem, I am glad someone got a video, I would say my problem appears exactly as in the video whole screen goes black.

Edit: I am also using Gsync for both fullscreen and windowed mode, perhaps that is why some people experience it all the time and others only in game?

[silverbolt81]

Does it really happen that often to you?

That's insane..

The last time it happened to me was like 4-5 days ago and only during gaming.

[Aureliannn_ROG]

Hi @InvestigatorX ,

according to your question, please confirm if you have updated your graphics card driver to the latest version (555.85). 

The latest version is available on the official website. 

ROG Strix GeForce RTX™ 4090 24GB GDDR6X White OC Edition | Graphics Card | ROG Global (asus.com)

Additionally, have you cross-tested with other displays or graphics cards? Does the issue still occur? 

Please provide the results of the cross-testing and the models used.

Also, please send me a private message with 

1. The serial number of the graphics card
2. BIOS version
3. BIOS settings
4. OS version
5. Graphics card driver version
6. Audio driver version
7. Chipset driver version
8. If possible, please provide a video of the black screen issue occurring since you mentioned that it happens 5-6 times within an hour while watching YouTube for our reference.

Thank you for your cooperation and assistance.