Help
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 

PG32UCDM black screen during game sessions!!

Go to solution
silverbolt81
Level 11

‎04-18-2024 09:36 AM

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!!

508 Views
836 REPLIES 836

Go to solution
stigmatta
Level 9

‎03-06-2025 09:23 AM

If its something physical and cant be fixed by a firmware update, i would assume their should be a full blown recall, no?...

0 Kudos

Go to solution
Merkor
Level 9

‎03-06-2025 09:45 AM

@Aureliannn_ROG 

When my screen goes black, it stays like that and I have to switch it off and on again to get the screen back to work. Is this behavior a hardware failure, which can be repaired and is fixed in newly produced devices? Or will this be fixed by a firmware update? Would it help to send the S/N to identify the problem in my case?

At the same time, I am irritated by comments from users, who got their screen back from "repair" and nothing has been done. We need transparency about the issue to act accordingly. Sending in the monitor without any action being taken would be ridiculous.

Go to solution
skygunner
Level 10
In response to Merkor

‎03-06-2025 01:11 PM - edited ‎03-06-2025 01:30 PM

I am experiencing the same issue; my monitor displays a complete black screen, requiring a hard power cycle to restore functionality. I am apprehensive about shipping my monitor from Anchorage, Alaska, to the lower 48 states, only to receive it back with the same defect or a refurbished unit exhibiting the same problem. Asus has not confirmed whether a revised model, free from this hardware defect, is available. Furthermore, the lack of clarity regarding Asus's proposed solution is concerning. I anticipate that upon receiving my monitor, a cursory power-on test will be performed, declaring it functional, and it will be returned without adequate resolution. This is unacceptable. 

I just noticed that this thread has been tagged as being solved with a solution. Without a real plan/solution, I don't see how that is possible.

This situation needs to be treated differently than a random user experiencing a problem. We have many many many examples of this specific problem on this specific monitor.... Especially after Asus has been able to replicate this hardware defect. As always, we appreciate the correspondence we do receive from Asus. At this point we just need transparency and a valid plan moving forward. To some, $1,300USD was a lot to spend for a product that is malfunctioning straight out of the box.

I have decided that I'm going to send my monitor into Asus and video document the entire process, so that other owners know what to expect from Asus. I am also going to buy a competing LG OLED 240hz monitor to hold me over so that I have something to use with my 5090 and 9800X3D while I wait on Asus.

0 Kudos

Go to solution
Aureliannn_ROG
Customer Service Agent
In response to Merkor

‎03-17-2025 08:10 PM

Hi @Merkor ,

We are very sorry to hear that you are experiencing a black screen issue with your display.

As there are many potential causes for a black screen, to accurately determine the root cause of the problem, we recommend that you send your display to our service center for detailed inspection by our professional engineers.

If you would like to proceed with a repair, please provide the following information so that we can arrange for a specialist to contact you and assist you with the subsequent process:

  • Your full name
  • Product serial number
  • Email address
  • Contact phone number
  • Country of residence

We will arrange for a specialist to contact you as soon as possible to provide you with detailed information and assistance.

Thank you for your cooperation.

0 Kudos

Go to solution
pika112
Level 10

‎03-06-2025 04:05 PM

Yea...dunno what's up with the solution.

The "problem" seems to be a failsafe that triggers randomly or something.

I've noticed that if I turn off my display after shutting down my PC instead of it going into standby mode the issue goes away for 2-3 days then it's back again.

I work in QA so I know when testers are ignored by devs but you mean to tell me that this issue didn't happen ever while this product was tested or was the issue ignored by Asus since it had a lower reproduction rate?
When it's ignored the blame goes to the QA department (who are usually underpaid and overworked) even tho most of the times the bug was submitted / the issue was known to occur.

Will it be fixed in a firmware or is it's hardware and "it is what it is"?
Could you at least find out what triggers the failsafe mechanic?
The "solution" is to turn off our displays every 2 days?

Sadly I don't even have $500, it's alot of money here like a full month's pay, to buy another monitor just to use it if I ship this to RMA.

 

0 Kudos

Go to solution
beryl
Level 10
In response to Hipflask

‎03-08-2025 01:32 AM

Hi, i’m sorry but i’ve returned the ASUS and i’ve buyed an Aorus OU32P, i’m using DP 2.1 and 0 blaclscreen problems since day 1.

Go to solution
skygunner
Level 10
In response to beryl

‎03-08-2025 03:14 AM - edited ‎03-08-2025 03:16 AM

Congrats on your purchase! I know how frustrating/annoying the PG32UCDM black screen problem is. 

0 Kudos

Go to solution
Crayten
Level 8

‎03-10-2025 08:28 AM

Have been using mine with the DP 1.4 cable that came with the monitor without issues so far in combination with a 5090.

Monitor came with Firmware MCM105

0 Kudos

Go to solution
mattmcintire39
Level 7

‎03-11-2025 05:01 AM

I may have a "fix" for this.  I have spent hours trying to combat this issue.  I play on ps5 pro, issue is NOT your HDR settings. I have tried all of them exhaustively.  It seems to be the interation between the PS5 ALLM (Auto Low Latency Mode), the PS5 VRR (Variable Refresh Rate), and the monitor VRR.  Turn ALLM off on PS5.  Turn VRR off of PS5 and monitor.

Does this "fix" reduce the rectal pain of buying a high end VRR monitor to achieve higher than 120 hz for competitive gaming. Of course not.

Does this "fix" reduce the urge to scream KALIMA SHUKTIDAY and drill your hand entirely through the screen to try and remove the heart on the other side ala Temple of Doom? Of course not.

Will this "fix" cause you not to lose gunfights in competitive FPS games because you have to scramble around the map with a black screen, praying your opponents don't notice the blind person randomly jumping and sliding into walls hoping their monitor comes back before they die? Maybe.

ASUS fix this sh*t.  Do you even bench test your product with the most likely input devices? I would be better off playing on a TV.  Even a CRT tv is prettier than a dead oled panel.