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PLEASE HELP, TOTAL BLACKSCREEN ROG PHONE 3 (GENSHIN IMPACT)

Please tell us some basic information before asking for help:
Model Name: ROG Phone 3 ZS661KS 16 GB RAM 512 GB Storage Variant
Firmware Version: i don't really remember but it is up to date
Rooted or not: not rooted
Frequency of Occurrence: just recently
APP Name & APP Version (If your issue relates to the app): Genshin Impact v1.6
In addition to information above, please also provide as much details as you can, e.g., using scenario, what troubleshooting you've already done, screenshot, etc.
========================================
So June 22, I was just playing normally Genshin Impact when it crashed midgame. The screen turned black all of a sudden but I can still hear the background playing in Genshin. I tried to close my phone then override it with error fingerprints and then the screen went back. After that, I tried to play COD:M, PUBG and LoL Wild Rift but did not really encounter these kind of issue. Then the day afterwards, I played my daily routine and booted up Genshin Impact. The issue occurred again and did the thing what went successful before. I uninstalled Genshin Impact then reinstalled it and ran it, the same issue occurred but this time, it was worse than before. The screen did not turn on even if I overrode the fingerprint scanner. I tried to memorize the power off settings and turned my phone off. I turned it back on but still the screen is black and is not showing me anything. I tried the long press thingy of the Air Triggers and showed proof that it was working fine. I searched it up online and tried the recovery mode but even if I did that, it's now showing anything throughout the process. It's been hours and now I do not know what to do anymore. I'm using my laptop right now.

Note: I turned the real time info settings on game genie but the cpu and gpu usage were not spiking up to 50%. The max for cpu was at 45% and gpu stayed on 20-30%. Phone is now 9 months old and very healthy until this problem occurred.
11 REPLIES 11

Saifuddin
Zen Master III
Looking at the title i can assume it might be a Tencent varient
And just incase its not a Tencent varient and your device is under warranty than visit service centre ASAP coz you display chip is having trouble and display has to be replaced in order to fix it and i have seen cases like this with people having early versions of Tencent varient but soon after that asus fix this issue in later production units as its hardware so my guess is you are having Tencent
If the screen is not turning on than maybe display chip is destroyed

Saifuddin

Looking at the title i can assume it might be a Tencent varient

And just incase its not a Tencent varient and your device is under warranty than visit service centre ASAP coz you display chip is having trouble and display has to be replaced in order to fix it and i have seen cases like this with people having early versions of Tencent varient but soon after that asus fix this issue in later production units as its hardware so my guess is you are having Tencent

If the screen is not turning on than maybe display chip is destroyed


View post
I believe mine is not a tencent ver. since the package has a free aerocooler, anyway thanks, I'll have it checked right away. How can I find the nearest center though?

Saifuddin
Zen Master III
khurt24lander04

https://zentalk.asus.com/en/discussion/comment/173326#Comment_173326

I believe mine is not a tencent ver. since the package has a free aerocooler, anyway thanks, I'll have it checked right away. How can I find the nearest center though?


View post
If youre is Tencent than Tencent games is written on your back glass, check it

In India you can find service centre here,

Find Authorized Service Centre Locations - India | Official Support | ASUS India

Saifuddin

https://zentalk.asus.com/en/discussion/comment/173329#Comment_173329

If youre is Tencent than Tencent games is written on your back glass, check it

In India you can find service centre here,

https://www.asus.com/in/support/service-center/india


View post
Nope I don't see a damn Tencent at the back glass. Again uhm, thank you so much and have a nice day bro.