Computer help forum: Unknown Computer/Monitor Issue - PLEASE HELP

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Answer Best answer as chosen by user TommyLangzik

RMA

by TommyLangzik - 11/9/12 6:59 PM

In Reply to: Unknown Computer/Monitor Issue - PLEASE HELP by TommyLangzik

So it turns out that Qaso81 was correct in stating that it was a Hardware issue, and I can only assume that he was also correct in stating that the issue was a cracked data line somewhere within the monitor. His solution was supported by the fact that connecting different sources (like an xbox 360 into the HDMI port, and a laptop into the VGA port) revealed the same signal redrawing distortions, thus isolating the problem to the monitor itself rather than any input device. There is no fix for this issue/defect, you will need to RMA (Return Merchandise Authorization) it, which will in end effect provide you with a new monitor.

As far as I can tell, this problem (which in my case was with the ASUS VG27H8) is still covered under the warranty for 3 years, so even though I didn't have an extended warranty and it was outside the 30 day limit for and in-store replacement, I was able to process the RMA manually. Here are the steps for that:

1. Read the Warranty policy HERE to make sure you don't say anything that will somehow accidentally be taken the wrong way and screw you over.
2. Look up the support phone # corresponding to your country (in my case, Canada) here:
http://support.asus.com.tw/contact/contact_right.aspx?SLanguage=en-us
if that doesn't work, you can finding it on this website as well
http://www.service.asus.com/infopage.aspx?rid=7#!home/mainPage
3. Explain very clearly to the support technician that:
- there is [hopefully] no exterior damage
- that you assumed it to be a driver issue, but neither updates nor rollbacks helped
- that you connected other input devices to monitor and received the same responses
- and that you found the same problem online (provide the url to this thread) containing pictures and a diagnosis that match your findings.
[I imagine all those should easily suffice/warrant an RMA]
4. The Technician will then send you an e-mail with further instructions.
5. Follow those [packaging, labeling, etc] instructions.*
6. Get your new monitor.

*NOTE: Do yourself a favor, and ONLY pack the monitor without ANYTHING else (ex. the base & screws). Upon pickup (which was after only 3 days because I was able to drop it off in person to a service center location), I checked the contents to make sure I had all the parts I needed, only find that the screws needed to mount the screen to the base were missing. I was stuck there for almost an hour trying to convince the technicians of the painfully obvious fact that I required 2 screws (not 0, or just 1) to safely mount my monitor. The [apparent] problem was authorization, because for some reason, they were being assured that only 1 screw through the center (where there was no screw hole to work it into) was necessary. AGAIN, literally ONLY PACK the MONITOR; NOTHING else.

I hope this helps someone out in the future & thanks again to everyone who answered my call for help.
Peace. :)

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Answer Best answer as chosen by user TommyLangzik

Only the 3D monitor hooked up to the nVidia Quadro card is e

by R. Proffitt - 11/1/12 4:36 PM

In Reply to: Unknown Computer/Monitor Issue - PLEASE HELP by TommyLangzik

"Only the 3D monitor hooked up to the nVidia Quadro card is experiencing this issue."

OK, now remove the Quadro card and use other cards. Does that help?

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Thanks, But Doesn't Resolve the Overall Issue. :)

by TommyLangzik - 11/1/12 5:46 PM

In Reply to: Only the 3D monitor hooked up to the nVidia Quadro card is e by R. Proffitt

If I would simply scrap the nvidia card, then I can't use the 3D Monitor (Radeon doesn't support the nVision 3D).
They're all new parts, less than a few months old.

Also, I forgot to mention that I do 3D and Motion Graphics work, so I need both the Quadro card and the 3D Monitor; those are top priority for me. I would be more inclined to kill the Radeon Card & Monitors, but they're not the ones with the problem, and I'd also like to keep them since they help when I've got a lot going on at once.

I updated all the drivers and such without any success. I don't know if this is a software or hardware problem, because when I google it, I come up with absolutely nothing similar. Also, I haven't been able to spot a clear relationship where I could say "Doing A (like turning on a Radeon Monitor) triggers B".

Again, the problem most frequently arises when I get my computer out of "sleep" mode.

Oh, and the OS is
Windows 7 x64 Ultimate
(forgot to mention that)

Thanks for the help though, I'll keep a closer eye on what [if any] impact using the other monitors has on the problem.

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That's a good clue.

by R. Proffitt - 11/1/12 7:30 PM

In Reply to: Thanks, But Doesn't Resolve the Overall Issue. :) by TommyLangzik

Many drivers are defective in return from sleep mode. But as many drivers are never fixed the replacement of the card continues to be a fix I use.
Bob

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Good to know. :)

by TommyLangzik - 11/1/12 8:06 PM

In Reply to: That's a good clue. by R. Proffitt

The problem does not only occur after returning from sleep mode though. Additionally, the most recent driver update for the card was Oct. 2nd 2012 (so pretty recent). Also, this brand new professional grade card is a good $700-$800 at best, so replacing it at this stage to a better model would be rather difficult given my financial stance.

Given the symptoms:
1. Are you confident that it's driver [software] rather than hardware issue? Have you seen this before?
2. In your opinion, would you say there's no alternative fix other than scrapping the/a graphics card?

Thanks again for your valuable input Bob.

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Sadly.

by R. Proffitt - 11/1/12 9:00 PM

In Reply to: Good to know. :) by TommyLangzik

It's something I've seen before and when the client doesn't want to fix it, we tell them to shut down rather than sleep.
Bob

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Sleeping Monitor Bug FIX

by TommyLangzik - 11/2/12 11:36 AM

In Reply to: Sadly. by R. Proffitt

http://setiathome.berkeley.edu/forum_thread.php?id=69735

I found an apparent fix for the sleeping monitor bug issue. I tried to apply it to my own circumstance, but it didn't do anything. Reverting to clean installations of old drivers that predate the sleep monitor bug did not work.

I have contacted nVidia directly and submitted a bug report (so I'll see what they say). In the meanwhile, I hope perhaps the above link might save a few a cards from being trashed if it works for other scenarios :P

Thanks again for all the input Bob.

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Keep in mind this small bit of trivia.

by R. Proffitt - 11/2/12 12:23 PM

In Reply to: Sleeping Monitor Bug FIX by TommyLangzik

When the machine gets to us we run about 120 a hour to test, diagnose and more. Futzing around with drivers is fine and all but if we spend hours finding a driver when a new card would be cheaper then our clients would be upset.

So new cards are cheap compared to shop time. We used to give away those cards that didn't work all the time after we hit them with red paint so we knew it was mildly defective. It was funny to see them come back in a year or two for service. Now we just send them off to the recyclers. This saves folk from headaches like yours.
Bob

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I don't know if you can see the final outcome...

by TommyLangzik - 11/9/12 7:05 PM

In Reply to: Keep in mind this small bit of trivia. by R. Proffitt

I posted the full solution above; you were right about me having to replace hardware, but it ended up being the monitor I had to RMA.

I just wanted to let you know in case you ever run into it/see something like it in the future.

Thanks again for all your help.

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Answer Best answer as chosen by user TommyLangzik

broken LCD panel

by qaso81 - 11/2/12 4:29 PM

In Reply to: Unknown Computer/Monitor Issue - PLEASE HELP by TommyLangzik

This looks like a panel crack. unrepairable, and you will need a new display panel.
you can tell by the way the signals are effected. something along the data lines in the panel are cracked.

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... Damn.

by TommyLangzik - 11/2/12 8:33 PM

In Reply to: broken LCD panel by qaso81

That would kinda really totally suck! *facepalm*
How would I verify whether or not it is indeed a cracked data line in the panel (like if I had to prove it to either Asus or the place of purchase)?
Connecting the monitor to various other inputs and see if the problem persists?

I have noticed that the monitor turns off completely if I move it around... but I assumed that it could just be a faulty wire somewhere (however, as far as I know, my movements never correlated to the original issue). Could those perhaps be linked in any way?

Regardless, I'll try connecting the monitor to different inputs and see if the problem persists.

Thanks for the feedback qaso81

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Thanks :)

by TommyLangzik - 11/9/12 7:11 PM

In Reply to: broken LCD panel by qaso81

So I ended up just running with what you suggested, and posted the final full solution above (which was really just RMA-ing it). I wanted to say thanks again for your helpful reply; I was too afraid to blame the monitor, which your answer/response clearly called me out on.

You've got God Mode status in my books bud; couldn't have done it without you, so thanks again. :)

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