Zephyrus Duo 16 (2022) occasional black screen

[QQ02]

Longer story here.

Short story, the main display, when running on AMD graphics, tends to go black every once in a while. Sometimes it is fine for a couple of hours, sometimes it hits thrice in half an hour. I have done a clean install of Windows, updated all drivers from the ROG website, I have also tried newer drivers from AMD's website with and without Adrenaline. MyASUS and Armoury Crate say everything is up to date. I have also tried changing the refresh rate in case that was somehow an issue. No difference.

Until the latest BIOS update (319), the black screen could be turned back on by unplugging the power adapter. This no longer works. Now the only workaround is to use Win+P (or Fn+F9) to project everything onto the second display (ScreenPad), then back to Extend. That usually restores the main display to working order, at least for a little while.

When switched to Ultimate mode (MUX lets NVidia's graphics card take the main display), no issues occur at all. The AMD chip also has no issues with the secondary display (ScreenPad). But this does result in significantly worse battery runtimes. Can it be assumed the problem is hardware-related (bad connection to the MUX switch) and requires warranty repairs?

[Anbby_ROG]

Hi @QQ02 ,

I would like to confirm some relevant information with you to further investigate the issue you are facing.

Could you please confirm if the BIOS version has been updated to Version 318? Additionally, is the AMD Graphics Driver version V31.0.12028.9001?

When the screen goes black, does it happen only with specific software or with any software? Also, what mode is Armoury Crate currently set to?

Could you please provide a video recording of the issue you described so that we can further investigate the problem?
Thank you for your cooperation.

[QQ02]

BIOS 318.

I tried AMD drivers V31.0.12028.9001 (latest from ASUS website) and 31.0.14057.5006 (latest from AMD website). Both have the same issue, currently using the AMD latest drivers, did use DDU in Safe Mode when changing. Also changed the NVidia drivers to the NVidia newest, but the result was the same.

No clear pattern as to common applications running. It happens when I browse the web, it happens when I write e-mails, it happens when I am gaming etc. More on this at the end of the reply.

Armoury Crate is on Performance mode, issue also present on Windows mode. GPU modes Standard and Optimized have the issue, Ultimate (NVidia takes over the main screen) does not. Have not tested Eco Mode (NVidia is permanently asleep) for long enough.

Will try to make a video, but since it happens at random times, may take me a while.

As an update, I ran Windows memory diagnostics overnight, it reported no issues, but the screen did go black at least a couple of times. It did recover about half an hour later. Given that the memory diagnostic doesn't load graphics drivers that I am aware of, I continue to suspect a hardware issue. I have not had patience before this to see if the screen recovers half an hour later during normal operation, I assumed that if a few minutes does not do the trick, nothing will.

[Niyazigo]

Welcome to club, there is no way to fix this, when you do, its turns worst. Refund is the only salvation.

[QQ02]

This issue is normal?

I did briefly try a live Linux and the main display blacking out was present there as well, though the recovery was faster than I can take my phone out for recording.

[Anbby_ROG · Accepted solution]

Hi @QQ02 ,

Due to the need for your personal information.
I have sent you a message, please check✉. Thank you

[QQ02]

Solved after a warranty motherboard replacement.