XG27ACDMS Neo proximity sensor broken

[burak1]

The proximity sensor on my XG27ACDMS unit is non-functional regardless of the configured detection distance (60 / 90 / 120 cm or Tailored mode). The screen does not switch to black when I move away.

At the same time, it turns off even when I am standing still directly in front of the screen and turns back on only after I move.

The sensor surface is clean and unobstructed.
Firmware: MCM102.

[burak1]

bump

[burak1]

bump

[burak1]

nobody helping. great support.

[Silent_Scone]

Hi @burak1 

It's currently approaching Chinese New Year, so it may take a little longer to get a reply from HQ. Have you contacted service for your region?

[burak1]

Yes, I told them about the issues, but they didn’t help at all. Also, this problem isn’t only happening to me many other users are experiencing it too. It occurs on both this model and other models as well (although on the other models, the issue was fixed with a firmware update)

Months have passed and there’s still no firmware update. I guess ASUS forgot that they even released this monitor. I wish I had gone with a different brand

[burak1]

up still no help

[JohnnyCrank]

This is pointless. Asus don't care about customers and don't wanna hear it cause they already know about this issue.

Got the same problem with my PG32UCDMR, opened a ticket and they gazlighted me that i have to install latest gpu driver and many other BS stuff. Much talking and less said. You can a similiar thread finding here: https://rog-forum.asus.com/t5/gaming-monitors/pg27ucdm-broken-proximity-sensor-firmware-102/td-p/109...

Every Mod is talking like they hear from this problem for the first time and how odd it is, as like no one except you have this problem but the reality is that MANY (and i mean MANY) people got issues like this and c'mon you cant say to me that no one in the support have ever heard about it...

[Aureliannn_ROG]

Hello @burak1 , we are very sorry for the proximity sensor issues on your ROG Strix OLED XG27ACDMS and the firmware instability. To investigate further, please help us confirm the following

1. Sensor Setting: Try setting the detection range to "High" or "Middle" in the OSD and ensure the sensor area (bottom bezel) is clear of obstructions or dust.

2. Light Interference: Check if there are strong infrared sources (like remotes or sensor lights) nearby that might interfere with the sensor.

3. Factory Reset: Please perform an "All Reset" in the OSD settings.

4. Symptom Details: After the screen turns black unexpectedly, does it recover on its own? Does the background audio continue to play during the black screen?

5. Video Clip: If possible, please provide a video (MP4) showing the sensor malfunction for our engineers to analyze.

6. Firmware History: Did this issue start specifically after updating to MCM102?

7. System Specs: Please PM us your Serial Number, OS version, cable type, and GPU driver version (please ensure it's the latest).

[burak1]

You are giving copy-paste, memorized answers. You’re writing just to write, not to actually solve the problem. Please stop doing that.

1- You don’t even seem to know the monitor’s OSD menu. There is no “middle” or “high” option in the sensor settings. There are only “Distance Selection” and “Screen Off (Time)” settings. No matter which one I choose, the issue does not get resolved. Also, this isn’t my first time using an electronic device the sensor is clean. I already wrote this in my first message, but since you didn’t read it, you asked again.

2- I already checked. There is no other device.

3- I did an All Reset. It did not fix the problem.

4- I already explained this in my first message, but since you didn’t read it, you asked again. The “Symptom Details” are simple:

- When I leave the desk, the screen does not turn off.

- When I stand still in front of the screen for the duration set in “Screen Off (Time),” the screen turns off.

For example, while gaming, if I stay still, the screen suddenly turns off. When I move, it turns back on. The Neo Proximity Pro sensor seems to be from the 1900s and cannot even tell if there is a person in front of the screen.

5- I will not record a video. I believe my explanation is already clear enough. Even if I did record one, you would probably continue suggesting irrelevant steps that won’t solve the issue.

6- You claim to be customer service agents but you don’t even know that the monitor was sold with MCM102 firmware and that it has never received any firmware update.

7- How exactly will the serial number, OS version, cable type, or GPU driver help solve this issue? It won’t fix anything. But I’ll write it anyway: Windows 11 24H2, DisplayPort 1.4, latest NVIDIA driver..

I captured this from the monitor's official page on the ASUS website. This specific feature/sensor is non-functional

Additionally, no matter what I select for the 'Pixel Cleaning Reminder,' the notification pops up every 15 minutes. I've seen other people on Reddit experiencing all these same issues, so I think this monitor is completely defective.