Asus UX425J flickering and stuck screen during video talk with many people when on AC

  1. System: Windows 10 home 64 bit
  2. Battery or AC: AC
  3. Model: Asus UX425J
  4. Frequency of occurrence: always
  5. Reset OS: no, but it is a new OS
  6. Screenshot or video: cannot reproduce properly

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Detailed description:

Firmware release date: 20201028

Firmware Version: UX425JA.304

Processor: Intel Core i5-1035G1

Graphics: Intel UHD Graphics

SSD: Intel SSDPEKNW512GB

x2 thunderbolt, 1 USB 3.2-A

Memory: 16 GB


Dear Ladies and Gents

Fresh laptop, new installation. I also installed all latest firmwares and drivers. Everything seems to be fast enough.

Issue: when on charge (via the thunderbolt interface) and having facebook or other type of video chat with more than 3 people, the 3D GPU load goes really high and after that the screen starts partially flickering/blinking and/or stuck. I cannot reproduce the issue with more people due to privacy reasons. Please check the attached video and find partially blinking/flicker example at the beginning and at 10 seconds. Now imagine that with more people the blinking is continuous, screen frequently stuck and video chat is useless.

Please help me if you can because soon I need to bring back the laptop for being able to get back its price.

Thanks in advance!


Comments

  • Hello erisara,

    May we clarify the scenario with more detail?

    The issue only happens under AC mode? and only when video calling? and when only more than 3 people (include 3 people)?

    Do you have anther browser other than firefox to try?

    or you may use other independent video calling apps like skype, zoom or Microsoft teams, does it have the same issue?

    Can I have the screenshot of your task manager as well? the one you see GPU load went high.

    Thank you.

  • erisaraerisara Level 1
    edited February 3

    Hi Blake_Asus,

    Sorry for not replying but actually I gave back the laptop already.

    The issue happened only when it was under AC mode. And only during video calling.

    The issue happened with 1 person on call as well (this is what I simulated in the video) but the screen totally stuck when more people was there. It was tried out with firefox and with chrome as well. With Zoom and with facebook.

    With the video I wanted to show you that only the GPU load goes high. Always only the GPU load went high.

    And what I didn't dare to try out before I gave back the laptop is to attach another brand of charger. You know this laptop has only thunderbolt interface to charge with. This technology as I know is faster than USB-C as it directly connects to the main message bus. But this is also its painpoint that any device that is connecting to it, must be carefully designed. Maybe the charger created unwatned interrupts on the main bus or created electronic noise?

    I hope you find the root cause of the fault because otherwise I really liked this laptop and it was faultless.

  • LiviuLiviu Level 1
    edited February 3

    I can confirm that the Intel UHD graphic card on the UX581GV laptop also goes crazy in video callings. I have just finished a call on Webex from browser with a person, and the integrated GPU stayed above 60% all the time.

  • Hello erisara,

    Thank you for the detail response and concern.

    I have reported them all.

  • PJDPJD Level 1

    I may add that on my UX425J the display driver from the windows update also failed to install.

    But this one is going to service repair because of another problem...

  • Hello PJD,

    May I know the error message for the update failure?

    Thank you.

  • PJDPJD Level 1

    Hi Blake, sorry it was just saying something like "driver could not be installed. We will try again" - after this I took the one from the asus website. I have just send it in so can not look for the error in the event viewer - will try to look it up wheen it comes back!

  • Hello PJD,

    I see.

    Thank you so much.

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