ASUS ROG STRIX G18 G814J - USB-C Thunderbolt / DisplayPort No video Signal

[ChucklesQuad]

I have a portable dual monitor attachment that works with every other laptop I have (2 Dells, & 1 HP) as soon as it's plugged in, but my brand new ASUS ROG won't send a video signal to the monitors via the USB-C ports. I have tried multiple updates, fixes, and other solutions and nothing is getting a video signal to the monitors.

Steps I have attempted:

• Restarting
• Updating Thunderbolt Drivers
• Re-Installing USB Hub Drivers
• Downloading Intel Thunderbolt Control Center
• Changing cables
• Changing ports
• Different monitors
• Confirmed cables and monitors work on other laptops
• Updated BIOS
• Installed all available updates
• unplugged every connection including power, restarted, plugged in monitors, Still no signal, plugged in power, still no signal

The monitors get power through the USB-C ports but are not recognized by Windows as plug-and-play monitors like they are on every other system.  All of the other laptops are Windows 11 with the most current updates installed.  This is a critical issue for me as I work mobile and am constantly traveling, the additional monitors are needed to complete work. 

[Anbby_ROG]

Hi @ChucklesQuad ,

Could you please provide the brand and model of the monitors by test for further confirmation? 

Additionally, have you tried connecting the monitors to a separate power source to test? Thank you.

[ChucklesQuad]

The monitors have been connected to a separate power source and laptop power during tests.  

Monitors tested:

• Samsung CF398 27" Curved Panel (LC27F398FWNXZA) x2
• KEFEYA 14" Dual Portable Monitors (B0CD9THYFC)
• ACER 23" LCD Monitor (S230HL) x2
• HP 23" (LV2311) x1

None of the monitors worked with USB-C to HDMI with external power. Additionally, the KEFEYA didn't work with USB-C to USB-C either on laptop power or on external power.  I have a Dell USB 3.0 Hub with dual HDMI, and I can get monitors recognized through that when connected to a USB-3 port, but that only works when I'm at my desk and not mobile.

The KEFEYA monitors were supposed to be the mobile monitors that connect to either side.  They are primarily designed to connect and display via USB-C to USB-C with power coming through the port to power the monitors.  These monitors work perfectly on the Dell and HP laptops we have here. When I connect them to this laptop though, the monitors receive power but I can't get a video signal of any kind out of the USB-C ports.  Not a single monitor connected to those ports has been recognized.

[Anbby_ROG]

Hi @ChucklesQuad ,

Thank you for the information provided. I would like to clarify the status of the monitor connections and the brand and model of the cables used, as this will help us conduct further analysis.

You mentioned that none of the monitors work when using USB-C to HDMI with external power. Could you let us know which brand and model of USB-C to HDMI cable was used for the tests? Additionally, could you record a video showing your connection setup and how it works with other laptops under the same connection method? Please provide the following information via private message for further confirmation. Thank you for your cooperation.

• Serial Number:
• BIOS Version:
• Windows Build Version: (Settings - System - About)
• iGPU/dGPU Driver Version:

[ChucklesQuad]

Hello @Anbby_ROG 

I'll DM you the details you requested. 

As to the cable situation, I'll break down what I have here:

HDMI to USB-C cable - I have 4, and all have worked when plugged into other laptops USB-C Thunderbolt/DisplayPort capabilities to monitor HDMI

• 2 are unbranded and came with the KEYEFA monitors (conversely, both work when going from laptop HDMI to monitor USB-C)
• 1 is from Samsung and came with one of the 27" curved panel monitors
• 1 is a J5Create from Target I picked up last weekend just to verify it wasn't a cable issue with this laptop

USB-C to USB-C - work with every other laptop that has USB-C Thunderbolt/DisplayPort capabilities

• 2 unbranded that came with the KEFEYA monitors, both have Thunderbolt/DisplayPort markings to show they are video-enabled cables
• 6x Amazon Basis, none were expected to work, but all worked with other laptops to carry power and video to my USB-C KEFEYA monitors, none worked with this laptop.

[ChucklesQuad]

UPDATE:

After DM's with ANBBY_ROG I got a replacement laptop as there may have been a hardware issue with the first.  Replacement laptop has the same issue.  Purchased new USB-C to USB-C and USB-C to HDMI cables to retest both laptops.  Neither laptop provides any video output signal to any monitor or television we own.  All cables were then tested on HP and Dell laptops with USB-C DP ports, and all cables work and provide video output to all the same monitors and TVs either powered through the USB-C or powered independently.  

I then attempted to downgrade the laptop BIOS to the last 4 versions provided by ASUS.  No difference or improvement in video signal through the USB-C ports was noticed.  At no point was any video signal provided to any device tested out of either laptops USB-C port.

With this issue existing over 2 of the same laptop models, this leaves me to believe that this is a systemic hardware/bios/driver issue native to ASUS and so far their only suggestion is to go back to where I purchased it and get a refund or replacement.