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GU502GU External monitor doesn't wake from sleep

jnaeem
Level 7
Hello! As the title implies, my external monitor that I am using with my laptop won't wake from sleep when turning on/waking up my laptop. I'll try to give as much background as possible and the steps I've taken so far to try to fix the issue.

I have an Asus ROG Zephyrus M GU502GU laptop (Windows 10, 64 bit, up to date) with an NVIDIA GTX1660Ti. I used to have an old HP monitor that worked fine with no issues. I wanted a better gaming monitor, so I bought an ASUS VG259QM. If the laptop is turned off or goes to sleep, the monitor recognizes there is no input and also goes to sleep. But when I wake the laptop up, the monitor stays asleep. Manually turning it off and on shows "no signal" and the monitor goes back to sleep. Cycling through my display settings to "PC Screen Only" seems to reset things, after which duplicate/extend/2nd screen only works just fine. It just has to manually be done every time. Removing and re-attaching the HDMI cord also gets the signal to reach the monitor.

My troubleshooting so far has involved switching to a new HDMI cord (didn't work), switching HDMI ports (didn't work), updating the drivers for Intel, NVIDIA, the ASUS laptop, and the ASUS monitor (no change for any). I've also tried factory resetting the monitor. Can't manually do a firmware update because there are no USB ports on the monitor.

Now for some diagnostic information I've gathered. When the monitor is connected to my laptop, Intel Graphics control panel only recognizes my laptop screen and NVIDIA control panel only recognizes the monitor. My theory initially was that without Intel recognizing my monitor, the computer can't wake the monitor from sleep, so I tested it by hooking my laptop up to my wife's Dell monitor. Her monitor woke up just fine, and the two graphics control panels behaved identically. I tried disabling the Intel display adapter and reconnecting my monitor. My computer lost the ability to sleep and it didn't fix the issue.

I tried my wife's laptop with my monitor. It's a Surface with a GTX 1050. Works fine. When her laptop wakes up, my monitor wakes up.

Now here's the twist: could it be a bum unit? It's actually my second monitor. I previously had the Asus VG258QM. It had the same issue of not being able to wake from sleep. I also didn't like the TN panel. I returned it and paid extra for the IPS display. Now my screen looks nicer, but is still just as useless.

I have heard of people disabling fast boot in the BIOS to solve this issue, but I tried it and it also didn't work.

My wife's computer works with my monitor and my computer works with her monitor just fine. But my computer won't work with my monitor. If anyone has any suggestions on how I can make my monitor and laptop play nice, I would greatly appreciate it. Thank you.

EDIT: I have also tried disabling the Link State Power Management
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20 REPLIES 20

Thank you, I look forward to hearing the tech team's response.

STARRAIN_ROG
Customer Service Agent
Hi jnaeem,

Our tech team didn't have VG259QM on hand, so they tested VG258QM instead, but they cannot duplicate the issue.
They installed Intel Graphic Driver V26.20.100.6911 and NVIDIA Graphic driver V26.21.14.3058 from our support site, and connected VG258QM with HDMI. The monitor would wake from sleep mode. After shut down and turned on GU502GU, the monitor would wake as well.
They also tried NVIDIA Graphic driver V27.21.14.5763 from device manager auto update and the monitor would wake from sleep.
Here is the testing video.
https://drive.google.com/file/d/1sI6Yn7xpbDQzQ1anZ0fKfXaK3yd2-sMm/view

Therefore, our tech team suggest uninstall NVIDIA Graphic driver in device manager(check "delete the driver software for this device" option) and then install NVIDIA Graphic driver V26.21.14.3058 from our support site.
https://www.asus.com/supportonly/GU502GU/HelpDesk_Download/
If the monitor doesn't wake from sleep with Intel Graphic Driver V26.20.100.6911 and NVIDIA Graphic driver V26.21.14.3058, please also try NVIDIA Graphic driver V27.21.14.5763 from device manager auto update.
Thank you.

STARRAIN@ROG wrote:
Hi jnaeem,

Our tech team didn't have VG259QM on hand, so they tested VG258QM instead, but they cannot duplicate the issue.
They installed Intel Graphic Driver V26.20.100.6911 and NVIDIA Graphic driver V26.21.14.3058 from our support site, and connected VG258QM with HDMI. The monitor would wake from sleep mode. After shut down and turned on GU502GU, the monitor would wake as well.
They also tried NVIDIA Graphic driver V27.21.14.5763 from device manager auto update and the monitor would wake from sleep.
Here is the testing video.
https://drive.google.com/file/d/1sI6Yn7xpbDQzQ1anZ0fKfXaK3yd2-sMm/view

Therefore, our tech team suggest uninstall NVIDIA Graphic driver in device manager(check "delete the driver software for this device" option) and then install NVIDIA Graphic driver V26.21.14.3058 from our support site.
https://www.asus.com/supportonly/GU502GU/HelpDesk_Download/
If the monitor doesn't wake from sleep with Intel Graphic Driver V26.20.100.6911 and NVIDIA Graphic driver V26.21.14.3058, please also try NVIDIA Graphic driver V27.21.14.5763 from device manager auto update.
Thank you.


Hi, thanks for the advice.

I installed driver V26.21.14.3058 and it solved my issue, however, I am unsure that it is a permanent solution as I don't know the negatives of never updating my graphics card driver.

Did the team have the opportunity to test the VG258QM with NVIDIA driver V30.0.14.7196? Before I had the VG259QM I had a VG258QM and experienced the same issues.

STARRAIN_ROG
Customer Service Agent
Hi jnaeem,

The driver on our support site is validated internally, so we suggest use the version from our support site.
May I know where you did you download and update NVIDIA driver V30.0.14.7196?
Thank you.

STARRAIN@ROG wrote:
Hi jnaeem,

The driver on our support site is validated internally, so we suggest use the version from our support site.
May I know where you did you download and update NVIDIA driver V30.0.14.7196?
Thank you.


I think it was just from the device manager, I right clicked the GPU in the display adapters and clicked update driver. It was either that or through the NVIDIA GeForce Experience program.

STARRAIN_ROG
Customer Service Agent
Hi jnaeem,

Our tech team also updated driver in the device manager yesterday, but the NVIDIA Graphic driver version is V27.21.14.5763.
Could you please check updating driver in the device manager again?
If the NVIDIA driver version is V30.0.14.7196, and cannot wake the monitor from sleep, could you please record a video about the V30.0.14.7196 update in the device manager?
Thank you.

STARRAIN@ROG wrote:
Hi jnaeem,

Our tech team also updated driver in the device manager yesterday, but the NVIDIA Graphic driver version is V27.21.14.5763.
Could you please check updating driver in the device manager again?
If the NVIDIA driver version is V30.0.14.7196, and cannot wake the monitor from sleep, could you please record a video about the V30.0.14.7196 update in the device manager?
Thank you.


Sure, here is the video:

https://drive.google.com/file/d/1Ulvya66-5reTIU3Y8TDy8DlLuAZnMHvS/view

STARRAIN_ROG
Customer Service Agent
Hi jnaeem,

Thank you for your video.
I'll reported it to our tech team for further checking.

STARRAIN_ROG
Customer Service Agent
Hi jnaeem,

Our tech team have updated to NVIDIA Graphic driver V30.0.14.7196 and connected VG258QM with HDMI to test again, but they also cannot duplicate the issue.
The monitor wake from sleep normally when turning on and waking up GU502GU.
Please backup your personal files and refer to the following link to reset the laptop, and please make sure the HDMI cable is 1.4 or higher.
https://www.asus.com/support/FAQ/1013064/
Thank you.

Hi,

Thank you for the advice. I tried using an HDMI 2.0 cable but it didn't work.

Unfortunately I wasn't able to perform a system restore before the return deadline for the monitor so I had to return it.

I appreciate your help in trying to solve my issue.