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PG42UQ screen turns off after around 4 hours

iamdez99
Level 8

‎05-28-2024 09:00 AM

Hello Asus family,
I have a PG42UQ and PG48UQ, love them but am not happy with the PG42UQ turning off after around 4 hours give or take. I end up having to unplug either the DP or HDMI cable for it turn on again. I know there is a FW update that resolved this issue for the PG48UQ(which resolved mine as well) but not the PG42UQ. It is the same exact issue. Some suggested to roll back to FW version 33 but not sure if that is what I need to do to solve this issue. Can anyone at Asus please help? 
Thanks

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3 REPLIES 3

Aureliannn_ROG
Customer Service Agent

‎05-28-2024 11:58 PM

Hi @iamdez99 ,

based on your question, may I confirm the following:

  1. Have you encountered the issue where the monitor automatically turns off after four hours of usage and requires the cables to be reconnected to turn it back on? 
  2. What type of cable are you currently using to connect the monitor? 
  3. Have you tried cross-testing with other cables? Does the issue occur with the previous firmware version? 
  4. What color is the monitor's light when it automatically turns off? 
  5. If possible, could you provide a video of the issue for our reference? (Please provide the video in MP4 format). 

Lastly, please provide the model/OS version/device driver of all your current devices, as well as the firmware version. 

We will submit the information you provide to our backend for analysis. 

Thank you for your cooperation.

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iamdez99
Level 8
In response to Aureliannn_ROG

‎05-29-2024 12:36 PM

Hi @Aureliannn_ROG thank you for your reply. 

Here are my answers to your questions:

  1. Have you encountered the issue where the monitor automatically turns off after four hours of usage and requires the cables to be reconnected to turn it back on? 
    Answer: Yes, this is the exact issue I am talking about. It is the same issue that the PG48UQ had. 
  2. What type of cable are you currently using to connect the monitor? 
    Answer: I used the DP and HDMI cables that came with the monitor. I also did try to change them to other high quality ones as well and same issue. Right now, I am using a DP.
  3. Have you tried cross-testing with other cables? Does the issue occur with the previous firmware version? 
    Answer: I have used only HDMI and DP cables. I have spent money on other DP and HDMI cables but that didnt do anything. I have not rolled back to a previous firmware version.
  4. What color is the monitor's light when it automatically turns off? 
    Answer: The screen goes black, as if it turned off but its not off. The ROG symbol on the bottom stays on though.
  5. If possible, could you provide a video of the issue for our reference? (Please provide the video in MP4 format). 
    Answer: I would love to but unfortunately I dont have much time these days to wait 4 hours for testing or have a camera recording. 

    If it helps, it is the exact issue that the PG48UQ had. The same exact one. Could you guys release a firmware update for this fix? Please, I use this monitor every day for work and its annoying when the monitor turns off during meetings especially when I am doing a screen share.
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iamdez99
Level 8

‎05-29-2024 12:41 PM

@Aureliannn_ROG forgot to add more to my previous reply, I use both windows PC and macOS(Macbook Pro). Same issue would happen with both. 
My PG42UQ has FW Version V037. 

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