System: ZenBook Pro Duo UX581 Win 10
Battery or AC: Both
Model: ZenBook Pro Duo UX581
Frequency of occurrence: Random
Reset OS: Yes
Screenshot or video: I'll have to take a picture next time it starts happening.
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Detailed description：
I have a brand new (delivered on Jan 9th, 2021) ZenBook Pro Duo UX581 laptop and the main screen when I first got it would randomly turn off after turning green and flashing like white/green tint. Sometimes it would happen multiple times and I would close the laptop and open it and it would work, then do it again. Sometimes I have to completely power it off by holding the power button down and restarting the system for it to work.
The bottom screen continues to work fine, but the top screen will go completely black and I can sign in to windows while it is like this and everything. It was happening more frequently when I first bought it, and I was going to return it but life got in the way.
Tonight it is happening again, it just happened twice and I'm wondering if it could be a loose cable that connects the main display or something inside the laptop that might be defective.
The laptop is in perfect condition (aside from this problem) and I had reset windows, updated all the drivers, and everything I could think of to troubleshoot it. It went away for a while but the last week it has happened a few times and tonight right before posting this it happened two times, the first time I had to restart the computer completely for it to work again and the second time I just had to close the lid and re-open it for it to work again.
Has anyone else experience this issue with their laptop? Also, is there a manufacturer warranty I can use to get a replacement? I bought it off of Newegg and it's past the return point for that website, but I'm really worried that it might one day die and I paid $2,300 for this laptop and really do love it when it is working fine.
I thought maybe it was overheating, but I play games like Diablo 3 on 4k max graphics, Battlefield V, Dragon Age Inquisition, and other graphically demanding games that cause the fans to spin up 100% and the screen works fine. Right now, all I was doing was chatting on discord with a friend with no other apps open not even my browser and it happened. The laptop is barely warm, and the fans are blowing the air out unrestricted and it's on a laptop stand so it can't be a heat issue.
This is very concerning considering how much I paid for this laptop and the fact that it was brand new (in the asus packaging with the plastic wrap and all the manuals and items that come with it (pen, and everything). And now it just flashed green but didn't turn off as I'm typing this sentence here.
Please help, ASUS please if I can get a replacement I would be very satisfied and would gladly post on social media about how great of a company you are. I've been using ASUS motherboards for years for my custom builds and have never had an issue. This is the first product I've purchased that was not a custom build and everything is great EXCEPT for this issue.
I use this laptop for work, I'm a software developer and it's my daily driver. So the fact that this is happening only 3 months into owning it is really scary and I'm worried that I'm going to get screwed out of $2,300.
