Zephyrus Duo 16

[MEXZ1]

Hello,

I own an Asus ROG Zephyrus Duo GX650RX-110W with the following configuration:

• Processor: AMD Ryzen 9 6900HX

• Graphics card: Nvidia GeForce RTX 3080 Ti 16 GB

• RAM: 64 GB

• Screen: 16" WQUXGA — 3840 × 2400 px

My issue is that after a Windows or driver update, my screen no longer displays 4K. The native resolution is now stuck at 1920 × 1080, which is completely anormal. And no is not due to Hz

The asus customer service has been terrible: they haven’t provided any real solution, only useless replies like “click on the screen to change the resolution.”
For a computer that costs over €5,000, this is absolutely unacceptable.
I requested assistance 20 days after my warranty expired, and ASUS refuses to handle the issue for free. Not very professional…

Do you have any ideas on how to fix this problem? Or could you share your experience if you’ve had the same issue?

Here’s what I’ve already tried:

• Completely uninstalled AMD & Nvidia drivers using DDU Clean Uninstall

• Updated the entire system through Asus Utility

• Factory reset of the PC

• Checked for updates and settings in AMD Adrenalin

Nothing worked. I’m desperate and starting to feel like I got scammed.
As a photographer, I absolutely need 4K…

Thank you in advance for any help or feedback. I’m at my wits’ end…

[ElectroStingz]

Hello,

What about testing with an external 4K monitor or TV (anything above 1080), this will tell you if it is the laptop screen or other GPU related issue. 

How exactly did you discover the issue, like one day it was fine then when / how did you notice the problem? (why do you say after a Windows update or driver)

And in device manager or Windows display settings what does it show the monitor as? (eg)

[MEXZ1]

Bonjour,

Merci pour ton retour.
Je vais essayer d’expliquer la situation de manière simple. 🙂

Voici, en capture d’écran, le résultat de l’affichage lorsque tous mes écrans sont allumés.
J’ai donc mon écran 16 pouces, mon écran ScreenPad ainsi que mon écran Dell.

 Ils apparaissent sous les noms suivants :

1* Affichage interne (écran 16")
2* Dell
3* Affichage par câble (ScreenPad)

Ce qui est étonnant, c’est que dans les paramètres avancés d’affichage, mon ScreenPad est identifié sous la dénomination « Affichage par câble ».

Je vous montre ici les résolutions disponibles et proposées par l’ordinateur.
À noter que pour l’écran principal, j’ai également testé avec une fréquence plus basse.

Affichage Interne 240hz - 16P Affichage Interne 60hz - 16P

Dell Monitor

Affiche par câble -> Screenpad

[MEXZ1]

This is the link to my Laptop setting as you can see the native resolution is 4K
Link : HERE

[ElectroStingz]

I can't see the page, says access restricted but anyway if your screen is the dual resolution one mentioned here,

You need to switch the display mode so it can do 4K but you will only be at 120Hz, not sure exactly but this will be an Armoury Crate option. 

[MEXZ1]

Hello, 

As you can see in my previous answer, I don't have 120Hz any more, only 240Hz and 60Hz but at the same resolution.
The UHD option is on in Armoury Crate and my GPU performance is on Ultimate

[123Kl]

Hi,

Have you find a solution for it ? Because I am facing the same issue. 

Best

[MEXZ1]

Any suggestions ? 

[ElectroStingz]

Can't think of anything but when you say factory reset what method did you use?

Because if you use the BIOS and cloud recovery option this should take you back to the default ASUS install and old out dated drivers / armoury crate and older Windows version. So if that is no longer working it has to be something else. (Unfortunately BIOS updates cannot be rolled back).

And whilst it does the cloud recovery make sure it doesn't apply any updates (once it completes the download of the image and reboots to install disconnect the internet)