XG270HU firmware update

KrazyAttack
KrazyAttack Member Posts: 4 New User

I just bought this monitor on the 27th from Acer Outlet as a refurb for $399.99, today Acer released a firmware update for the OD issue with FreeSync.

 

Update 2nd July 2015 - Acer have confirmed a firmware update has now been made available to their service teams to address any issues people are facing with the activation of overdrive with FreeSync systems. The following statement was provided to us: "Customer service and experience are priorities for Acer. Customers owning an Acer XG270HU Monitor may potentially experience slower response times when connected  over DisplayPort to FreeSync compatible graphic cards of the PC. When connecting to PCs with other graphic cards or connection options there is no impact on the performance and response time. Customers which believe they are experiencing a potentially slower response time than normal, may contact the nearest Acer Service Center for a firmware update."

 

I am wondering what I can do here, as I am using FreeSync and got the monitor specifically for that, but I have no idea if the monitor has already been updated as I just recieved it today, and I don't see any way to check the firmware myself, and I really don't want to have to send it off when I just got it today, but as I play a lot of shooters, that slow response time can be crucial.

 

It has a 90 day manufacturer warranty, and I suppose I can take it to an Acer service center and have them do it? But I don't see any concrete listings on the Acer site to find such a center, and how much it would cost, if anything since under warranty. I am in Springfield, MO.

 

Any help would be greatly appreciated.

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Answers

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    KrazyAttack,

     

    Could you provide me a link to where you read that message, I am not currently aware of what you are referring to in your post and would like to research this with our engineers.

  • KrazyAttack
    KrazyAttack Member Posts: 4 New User

    http://www.tftcentral.co.uk/reviews/content/acer_xg270hu.htm#freesync_problems

     

    There is also the same update on Toms Hardware and a few other review sites, none really state a source other than that same message update in their reviews.

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    KrazyAttack,

     

    Thanks for the link, I do not see anything on my end, I will see what I can find out for you.

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    I have confirmed with our engineers that these monitors should have the updated firmware on them to address some Freesync and Overdrive issues. If you are experiencing some flickering we do suggest that you try a new Display Port cable to see if that resolves it. If you do not have a Display Port cable to test with please either contact our technical support group or send me a message and I will have a cable sent out to test with.

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    KrazyAttack,

     

    I received your message, thanks, I have passed along a request to have an individual contact you in regards to this.

  • KrazyAttack
    KrazyAttack Member Posts: 4 New User
    Thank you!
  • hhsstud75
    hhsstud75 Member Posts: 2 New User

    Justin - I'm also wondering if my XG270HU has the latest firmware update. I can't tell if it's placebo since I found out about this, or my input is actually less responsive with FreeSync. I purchased this monitor today so I'm hopeful it has the update but who knows. I tried messaging you but I lack the permission.

  • KrazyAttack
    KrazyAttack Member Posts: 4 New User

    hhsstud75 wrote:

    I purchased this monitor today so I'm hopeful it has the update but who knows.


    It's not, they didn't recall any monitors sent out. BenQ recalled all of their unsold monitors and updated the firmware so if you bought one of those new within the last week or two, it would be updated and good to go, Acer however didn't do this and instead wants us to send in our monitors to be updated.

     

    I have seen so many negative comments on this monitor because of how Acer handled this situation, it's crazy.

     

    Shipping this back to Acer for their issue is just insulting, considering shipping would cost anywhere from $30-100 depending on location. Plus the risks involved during transit for a monitor, then not having a monitor for at least 2 weeks most likely, no bueno.

     

    Hopefully in the future, these smaller companies include a USB input into the monitor for firmware updates like every other product out there.

  • hhsstud75
    hhsstud75 Member Posts: 2 New User

    That is really disappointing to hear. Paying out-of-pocket shipping seems pretty ridiculous on top of what we've already paid. I'm thankful I spent a little bit more and got this at MicroCenter, so I have the ability to return it without any hassel. My biggest fear would be to receive it with dead pixels or a problem that wasn't there before.

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    While we have had a few individuals experience issues with this monitor, which is unfortunate, I have tried my due diligence to make sure the customers who are having these problems are taken care of and contacted directly by one of our support team members. I have made sure that the individuals contacted have their shipping paid for by Acer and to expedite the return shipping so we can get it back as quickly as possible. There is another thread for this monitor, if you haven't looked it over, with some good information I think.

     

    hhsstud75,

     

    If the monitor you receive has problems, please let me know and I can see about getting it resolved for you. If you cannot send me a PM, just post a reply here that it is having issues and I'll send you a message asking for information.

  • verrin
    verrin Member Posts: 2 New User

    Hello, I bought this monitor (XG270HU) I believe back in May of this year, the first day it was available for retail in my area. Although originally I didn't have a card that supported freesync (I had a 7950 before and I suppose I missed the tidbit about GCN 1.0 not being supported), I did recently upgrade to a 390X so I could use the freesync functionality. But I did notice significant ghosting when using this feature (especially at lower frame rates) and I stumbled upon this thread after researching the issue that it's possible that OD is not functioning properly with the displayport while freesync is enabled. I would be interested to know if I would benefit from a firmware update, and how to go about doing so.

     

    Thanks,

    Benjamin.

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    verrin,

     

    Could you please PM me the following information, and feel free to add more to what I've filled in:
    Serial number: 
    Contact name: 
    Contact number: 
    Email address: 
    Shipping address: 
    Purchase date: 

    Resolution attempting to use:
    Max resolution monitor will work at 144 Hz:
    Video cards is use: R9 390X
    Video Connection: 
    Symptoms: Significant ghosting when using this feature (especially at lower frame rates)

  • verrin
    verrin Member Posts: 2 New User

    Hey, just for reference in the visual difference I'm seeing, here's too pictures I tried to awkwardly snap with my phone. The left is with HDMI at 60Hz, the right is DP at 60Hz and freesync enabled (although disabling freesync doesn't seem to change the ghosting). The trail the alien leaves is significantly worse with DP.

     

    I don't even preceive the ghosting that appears in the picture that I took when using HDMI, it looks fine in real-time. But the DP ghosting is very noticable in real-time, although when I'm running at 144Hz as opposed to 60Hz (as I did in this case for a more apples-to-apples comparison to HDMI), the ghosting effect is still there but not nearly as pronounced.

     

    ghosting_nofreesync_hdmi.jpgghosting_freesync_DP.jpg

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    verrin,

     

    Thanks for the pictures, I sent you a message in regards to your PM. Smiley Happy

  • lildean
    lildean Member Posts: 5 New User

    Same problem as the others, thought I would be able to deal with the ghosting as everything else on the monitor is great, but its becoming too much to bear.  At this point I'm almost looking forward to sending it in and using my old samsung 120hz.  Bought back in May through newegg so I'm sure its the old firmware, and its connected to a R9 290x.

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    lildean,

     

    If you have not looked over the troubleshooting posted by UserID10T discussed in this thread I would recommend you do so.

  • lildean
    lildean Member Posts: 5 New User

    I appreciate the suggestion but I've read that one and those guys appear to be having a different issue entirely.  In my case freesync is working, its just when I connect to the monitor over displayport the overdrive doesn't work at all leading to some very noticable ghosting.  Essentially the same issue tftcentral.co.uk reported on their review sample of the XG270HU.

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    lildean,

     

    Do you have a different Display Port cable that you can test with, to make sure that is not the problem?

    Could you check which firmware version you are currently running?

  • lildean
    lildean Member Posts: 5 New User

    I have an accell displayport cable as well as the amphenol one supplied with the monitor, both VESA certified and both giving the same results, no change to response time when changing the overdrive settings.  However when using hdmi the overdrive does noticably change the response time, but obviously I can't use freesync nor 144hz with hdmi.  It appears the firmware version I have is {15 01 23 -01}, thanks for the link, I had no clue how to find this.

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    I cannot begin to explain the task it was to get instructions posted externally for customers... so thanks to all the high end monitor people really for bringing it up so much. Smiley Wink

     

    It does look like your monitor could possibly use a firmware update (according to what I can see version wise), would you like to have it brought in and updated? If so, just send me a PM (private message) with the following information (sorry if you have to repeat information on it Smiley Frustrated):

     

    SNID or serial number
    Contact name
    Contact number
    Email address
    Shipping address
    Purchase date
    Symptoms