Hello,
It’s been nearly two months since I purchased my device, and I’ve been experiencing a persistent issue from the very beginning. This problem occurs specifically when my laptop is set to use only the NVIDIA GPU via the MUX switch.
If I’m using the latest NVIDIA drivers, I encounter a black screen shortly after waking the device from sleep, or within a few minutes during desktop usage, while watching videos or movies, or even while working in various applications (including Adobe software). The only way to recover from this state is by forcefully shutting down the system.
When using the OEM NVIDIA driver, the issue mostly occurs during video or movie playback. Interestingly, I do not experience this issue while gaming. Also, when the AMD GPU is selected, the problem does not occur at all.
This issue has been widely discussed on NVIDIA forums, yet no concrete solution has been found. Many users insist that the root cause is a ‘KernelPower’ error and that the NVIDIA graphics driver crashes due to a ‘VIDEO_TDR_FAILURE’.
I have tried several troubleshooting steps, including:
- Using DDU to uninstall the graphics driver and reinstalling the OEM NVIDIA driver
- Performing a clean Windows installation
- Adjusting power button settings
- Resetting default power plans
- Running the power troubleshooter
- Performing a clean boot
Despite all these efforts, the issue persists.
Please provide feedback regarding this issue and assist me in resolving it. If this is a chronic hardware defect, kindly inform me so I can proceed with a device replacement or return. ASUS customer support in my region was unable to resolve the issue and advised me to contact an authorized service center. NVIDIA has acknowledged the issue and stated that it is being investigated at Level 2, but there has been no progress so far.
I urgently await your response.
