PA279CRV blank or coloured screen randomly

[CCrowhurst]

I am connecting a Surface Laptop 5 to an   Asus PA279CRV using an OWC Thunderbolt Pro Dock with a Thunderbolt 4 USB C cable.  It usually works fine, but randomly about once an hour, the screen goes blank, turns either black (seems like its off) or bright Green, and is completely blank.

If I then power the monitor on and off again, the screen will come alive and display everything correctly.

Please advise how to troubleshoot this.

Thanks

[CCrowhurst]

As a further update, I swapped out the USB C cable for a display port 1.4 cable, and the same issue exists.

[CCrowhurst]

And as a further update I have plugged in another monitor via USB C (GMK small portable screen) and this one works fine with no issues. I also tried running the Asus Pro Art at a lower resolution and it continues to exhibit the issue.

In my mind this isolates the problem to the monitor.

[CCrowhurst · Accepted solution]

So I replaced the cable from the laptop to the dock with an OWC Thunderbolt 4 cable. I disabled the power saving mode on the Surface  Laptop USB settings via Windows 11 settings.  for USB 4. So far it has been 150 minutes since the last black screen - this feels like progress.

[Aureliannn_ASUS]

Hi @CCrowhurst ,

Thank you for your feedback. 

We're glad to hear that the issue is temporarily resolved by replacing the Thunderbolt 4 cable and disabling the Surface Laptop's USB 4 power saving mode.

To better understand the issue and prevent it from happening again, we would appreciate it if you could continue to monitor the situation and provide the following information if the issue reoccurs:

1. When did the issue start: Has this issue been present since you first started using this setup, or has it recently started?
2. Testing with other devices: We recommend that you connect the monitor to another device (e.g., another computer) to see if the issue persists.
3. Simplified connection: To rule out other factors, we recommend that you try connecting the monitor directly to your device using only one USB-C cable.
4. Video recording: If the issue reoccurs, please record a video of the issue occurring. This will help us better understand the problem.
5. Frequency and reproducibility of the issue: Please describe how often the issue occurs and if there is a specific way to reproduce the issue.

Providing this information will help our engineers analyze the problem more in-depth. Thank you.