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PG32UCDM black screen during game sessions!!

silverbolt81
Level 11

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!!

32,259 Views
348 REPLIES 348

Hi @InvestigatorX ,

we have sent you a messege via pm box, kindky check the messege and confirm.

Thank you.

Providing detailed device specifications (MB/CPU/GPU/PSU, etc.) and the respective driver versions, OS version, and BIOS version will help us analyze the issue more effectively.

ilukian
Level 7

Some update:

Black screen is happening with HDMI 1 input with default settings, and the screen can not recover, i have to unplug and plug again the HDMI cable to recover.

 

Rlin
Level 9

I got a RMA number a week ago and the Asus customer agent was going to send a advance replacement and I send mines back for them to test. Only to be told today that they will not send a replacement because they think the issue will reoccur due to my setup. Even though multiple people here have the same issue. They offer a comparable replacement which is a 165Hz IPS mini led (lol) or a refund. I'm starting to think a fix is hopeless and we're being led in circles.

Beezou
Level 7

Hey everyone,

I got the same issue and successfully fixed it.

On the screen setting, disable Gaming > Variable Refresh Rate.

That worked for me, I hope that does for you too.

This is not a solution that most people will find acceptable.

If by any means you will have to disable such a feature in order for the monitor to work properly it's better you rma it.

InvestigatorX
Level 9

Hey folks,

Most likely, many of you received the same private message:

Our backend team has analyzed the video you provided in detail, and we have preliminarily determined that the black screen issue may be related to your cable connection.

When the cable connection is unstable, it can indeed cause unstable image output or even a black screen.

To more accurately pinpoint the problem, we would like you to reconfirm the following points:

  1. HDMI cable specifications: Are you currently using the original HDMI 2.1 Ultra High Speed cable provided? This specification cable provides higher bandwidth and more stable transmission of high-resolution, high-refresh-rate images.
  2. Resolution impact: Does the black screen issue only occur when the resolution is set to 3840x2160 240Hz? If so, please try lowering the resolution or refresh rate to see if it improves.
  3. Different interface testing: Have you tried replacing the HDMI cable with a DP cable for testing? If the black screen issue does not occur when using the DP cable, it is more likely to be a problem with the HDMI cable or related settings.

I will respond here for better visibility:

1. When I first bought the monitor, I used an HDMI 2.1 cable, but for the past month or so, I've been using a DP cable instead. I initially experienced black screen issues with the HDMI cable, and unfortunately, I am encountering the same problem with the DP cable.

2. My resolution is 3840x2160 240Hz.

3. I tried an HDMI cable from PS 5, but it didn't solve the issue.

4. I don't believe the issue is related to the cable connection, as I can have a 3-5-hour gaming session without any problems, but then experience the black screen issue 5-8 times in one hour while watching YouTube right after the gaming session. Once again - I only see the issue in non-gaming scenarios.

cc: @Aureliannn_ROG 

i9-14900K / G.Skill Trident Z5 RGB 48GB / MB ROG APEX ENCORE Z790 / ROG STRIX RTX 4090 / PSU ASUS ROG Thor Platinum II 1200

silverbolt81
Level 11

I am using the dp cable provided by Asus,and i have used also in the past an aftermarket dp 1.4 cable.

With both cables i had the same issue so i don't think this is the culprit.

Alvi7
Level 9

I continue with the tests.

If anyone follows my last messages, they know that when playing the Goldeneye game (it's on Xbox Game Pass), in a specific part the black screen event happens to me, so I decided to make a video clip.

To check if it also happened to me by watching the video. And I confirm that after several views the black screen occurs. It happens whether I'm playing or watching a video, I think like other affected people.

Obviously with VRR and DDC / CI activated.

In my previous messages I uploaded a live video of the black screen occurring.

I attach a video so that the team can see it in a loop as many times as necessary as I do, I have detected the problem and I can record live if necessary because the black screen occurs, at least on my monitor so analyze it with a corrupt monitor @Aureliannn_ROG

I used an HDMI 2.1 cable on an Xbox series X and all those affected know that this is not the problem. I would bet on DDC / CI.

Next time I will start asking for a salary XD. Just kidding, Greetings

https://youtu.be/YQVNKBDMVmg

Uploaded by Alvi 7 on 2024-08-08.

Did they gave you access to the new test firmware 105S that can record data in order to help them identify the issue?

I don't have it.

I was offered a trial version a while back but at that time I upgraded to the new MCM105 firmware and the problem disappeared for 1 month, until recently it happened again.

Does this trial version put the monitor at risk? Does it keep the latest firmware released? I have doubts about whether it poses another additional risk.