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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!!

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654 REPLIES 654

Rlin
Level 9

We're back to square one. Aureliannn I sent my monitor back in August with the HDMI cable and DM the tracking info to you. Did Asus service team find anything?

skygunner
Level 9

This is super annoying. Right now I can't replicate the problem after replacing the cable. I live in Alaska and was told I would get free shipping for the RMA. The email I received recently to begin the RMA says otherwise. To ship from Alaska to the lower 48 is expensive. It's ridiculous that they expect me to pay for it! Asus needs to get in this form ASAP to provide assistance in a timely low cost manner. We have already bought into "For Those Who Dare" marketing/ideology. I watched a video from Gamers Nexus, saying that Asus was going to do better! I'm not seeing it!

Aureliannn_ROG
Customer Service Agent

Hi @skygunner ,

We are very sorry to hear that you are experiencing an issue. You mentioned that "was told I would get free shipping for the RMA." Could you please provide the correspondence with the representative for us to verify? Additionally, please provide the serial number of your monitor. Kindly share this information with me via private message, and we will verify it for you.

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.

MetalHarl
Level 8

Mine fails mainly at startup during startup at login screen screen turns black and wont turn on by itself.

I enter sesion blindly and  turn HDR on/off to force the image to return (it doesn't matter if its on or of at startup), while the image is lost OSD does not work.

During game I only have seen on black screen during a few seconds, lately I only play games at 60-120 fps.

Since I update to firm 108 It only happened twice (at startup) before the update it was very frequent the screen turn more than 50% of login screens.

I have a 3080Ti connected via Display Port at 240Hz GSync enabled, I changed the bundle cable to a DP40 Certified Cable with no differences.

 

Aureliannn_ROG
Customer Service Agent

Hi @MetalHarl ,

Thank you for your feedback.

To better assist you with this issue, we would like to gather more information:

  1. Frequency of occurrence: After updating to firmware 108, does the black screen issue still occur daily? Has the frequency changed?
  2. Duration of black screen: How long does the black screen typically last?
  3. HDMI connection test: Does the issue persist when using an HDMI cable?
  4. DDC/CI impact: Does the issue improve or disappear if you disable the DDC/CI function of your display?
  5. Video recording: To better understand the issue, we recommend that you record a video of the issue occurring. Please use MP4 format.

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.

  1. Frequency of occurrence: Its less frequent with 108 only two times since I installed it a week ago.
  2. Duration of black screen: Unlimited when the screen turn black in loguin screen it wont turn on by itself, last time even turn it on and of didn´t work so I changed HDR mode (Win+Alt+B)
  3. HDMI connection test: I'll swap to an HDMI and check...
  4. DDC/CI impact: I'll check that to
  5. Video recording: Ok.

pashuha
Level 8

So, in my situation everything works with the settings maxed out (HDR, VRR, 4k 240 Hz, 12bit ) in single monitor configutation via HDMI 2.1 cable.

When together with my 8k tv (4k@120k) and PG32UCDM connected via DP - black screen every couple of minutes. With HDMI less often, but too often to really annoy.

both on 105 and 1108 fw

NVIDIA system information report created on: 01/16/2025 21:37:24
NVIDIA app version: 11.0.1.189
Operating system: Microsoft Windows 11 Pro, Version 10.0.22631
DirectX runtime version: DirectX 12
Driver: Game Ready Driver - 566.36 - Thu Dec 5, 2024
CPU: Intel(R) Core(TM) i9-14900K
RAM: 64.0 GB
Storage (5): HDD - 7.3 TB,SSD - 1.8 TB,+3 more

Graphics card
GPU processor: NVIDIA GeForce RTX 4090
Direct3D feature level: 12_1
CUDA cores: 16384
Graphics clock: 2610 MHz
Resizable bar: No
Memory data rate: 21.00 Gbps
Memory interface: 384-bit
Memory bandwidth: 1.01 TB/s
Total available graphics memory: 55672 MB
Dedicated video memory: 23028 MB GDDR6X
System video memory: 0 MB
Shared system memory: 32644 MB
Video BIOS version: 95.02.3c.00.60
IRQ: Not used
Bus: PCI Express x8 Gen4
Device ID: 10DE 2684 88C31043
Part number: G139 0330

Display (2): Samsung Q800A
Resolution: 3840 x 2160 (recommended)
Refresh rate: 120 Hz
Desktop color depth: Highest (32-bit)
Display technology: Variable Refresh Rate
HDCP: Supported

Display (1): Asustek Computer Inc PG32UCDM
Resolution: 3840 x 2160 (recommended)
Refresh rate: 240 Hz
Desktop color depth: Highest (32-bit)
Display technology: G-SYNC Compatible
HDCP: Supported

Aureliannn_ROG
Customer Service Agent

Hi @pashuha ,

Based on the issue you described, since the problem does not occur when connecting the PG32UCDM monitor alone, we suspect it is related to the handshaking time between the graphics card and the monitor. As you are using a dual-monitor setup, it is possible that there is a timing discrepancy in the signal sent by the graphics card. A black screen duration of up to five seconds during mode changes is generally considered within the reasonable signal transmission time frame.

Please be informed, and thank you for your understanding.

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.

Thanks for responding. Your are basically saying that I cannot use monitor with other panels.

Black screen occurns not only when connecting second device, but randomly every couple of minutes. Even if the second device's power is switched off .

yukich
Level 9

FW: MCM108

Windows 11 23h2 latest

9800x3d

32gb 6400cl26

4090 rtx

HDMI with optical cable, 

566.14, Nvidia color setup with 12 bit setting.

----------

VRR is set to OFF, HDR on , 4k 240hz. HDMI CEC off, all power saving options off. 

If I run Indiana Jones at high power consumption, e.g. 400w, in a min or so screen will go black simply, and return in couple sec. This will go on. Doing the same on a different screen won't do this. There's couple other games where it will happen, but not all.

Warzone BO6 can play for hours no issues, but I play at 2k there.

Additionally, monitor will go to deep sleep if left unused and not wake up.