ROG PHONE II Screen blackout
sauravshanbhogue
Level 2
Screen automatically turns black with no display but the screen still appears to be kinda responsive (can still hear some device sounds and phone does not switch off) when gaming without charger conncted / basic web browsing with charger on. i.e when the phone heats. Having this issue only after new update. Fix this ASAP.
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@Anders_ASUS do you guys have any plans to fix this major issue? Or are you going to simply ignore all the similar complaints on this forum??
@CH_ASUS @Anders_ASUS @Titan_ASUS
@LP_ASUS @Gustav_ASUS
It would be helpful if you could send us a device log for this, I've sent you a PM with instructions.
Much thanks for the reply. I would like to add that it started right after the latest A10 update. 2nd day of update to be more precise
This issue is so common now is there any update or you guys are still collecting logs till now?
At this point we're collecting devices for further analysis, but as you might expect the pandemic is making this process a bit tricky.
Yeah i can understand and thanks for the update but can you guys provide a temporary solution for it or like rollback to previous update? Its almost impossible to game right now for that being the whole point for this phone.
Depending on the current situation with the lockdown you can take your device to a local service center.
Can I know how this is going to work? Is it an hardware issue? i.e. The screen going black at 42°c??
And will this be done under the device warranty wherein we would lose the warranty and be not be eligible for any further repairs with the device . I am asking this,since the current issue is caused by the update that asus released?!?
Also your comment is regarding the black screen issue right?
But it's definitely a software issue since a whole bunch of people are facing the exact same problem after this recent update. What are service center people gonna do about it anyways? Factory reset and hand it back?
I've seen users downgrade to Android 9 with the issue persisting so it's not that easy. We need to get our hands on a couple of devices to get to the bottom of the issue but the problem is that we can't get to them because of Corona. With the information we currently have at hand, it looks like hardware issue. So the solution will be a repair, not a factory reset.
Any update
You need to dispute this with your bank. See my thread on their RMA service, I went through something very similar. DO NOT SEND IN THE PHONE FOR REPAIR, THEY WILL SAY ITS OUT OF WARRANTY AND THAT YOU CAUSED THE DAMAGE. THEY WILL SEND YOU A BILL TO PAY FOR THE REPAIR OR THEY WILL SEND YOU THE PHONE DISASSEMBLED (they won't put the phone back together if you don't pay).
Call you bank and make a claim on the charge, tell them the hardware is defective and based on what you've seen in the forums it is pointless to send it in. Tell your bank the money you get back from the claim will go back into ordering a new phone since ASUS refuses to give replacements.
I disputed this with my bank and got my money back, this was after I purchased the phone over 8 months ago. Unfortunately, I decided to go back to Samsung, because as much as I love the ROG 2 phone I can't support a cheat company. I may get the ROG 3 after a year, but I don't know.
Please don't get me wrong, but I see no point repeating your statement in so many threads. We are well aware of your experience now (which we appreciate sharing it with us) and acknowledge the fact that you feel very disappointed. Repeating it whenever there is a chance won't make it easier for you.
Exactly creating one post was okay but repeating the same thing in other threads is a bit much
This is exactly what i am experiencing right now for the past week. How to send logs? The phone heats up while playing and the screen turns black. There is still sound from the phone and all i have to do was to go back home and return to the game. And repeat if needed. I experience this most while charging but there are chances while the phone is not charging. Its annoying since the occurences are getting frequent. Thank you!
Hello
There's no point in sending device logs because I've done so and the reply was " we're investigating this issue and yet to find the cause for this issue" l. And this was 2-3 weeks back. I've downgraded to A9 and I've only noticed a slight improvement. But the main point is that this is a software issue and not a hardware one. So you'll have to get it to a service center for either repair OR maybe replacement. I am yet to do so because of the lockdown. Kindly update us with the developments if you were to visit a service centre. Cheers
I understand your frustrations, and so are they. Imagine finding a grain of salt in a cup of sugar? It is like that when an issue doesnt throw any error message. It is really hard to find the culprit in these type of scenarios. All we can do is provide them help, in a form of device logs maybe. And from there, they will look for similarities, and hopefully they can provide a fix. I am really not into saying "The customer is always right". It is not all the time. We should respect everyone as how we treat a customer. Because maybe, we are somehow left. Haha!
If you have a black screen and you can still go back to home screen, that sounds like it is the optimisation of the game. The developers of game does the changes and push these out through Play Store.