B326HK Monitor Input Problem

Hey all - especially tech support - I have a 32" 4k Acer display that I am happy to own with one major exception : everytime I reboot my machine the monitor searches through about 15 seconds worth of inputs to detect the signal again from my one and only connection - my Displayport connection. This is really frustrating and I can't see anything in the menu settings to address this.

This prevents me from seeing my BIOS post screens, which I need to see with the work I do. Every time.

I can't find a driver or any support topics addressing this. All my other monitors including my 31" LG immediately detect the signal and switch, this one goes on a magical journey for a quarter minute or so and by the time it figures out there's a signal and has been for 10-15 seconds, I'm already back in windows.

Any help is appreciated!

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-Justin

gqneon,

Have you went into the OSD and set the input to Display Port as the default connection to see if it will resolve it?

gqneon

it is set as displayport. but anytime it loses signal for a few seconds such as a restart, it cycles through every option for like 15 seconds. It doesn't appear to have any effect

-Justin

gqneon,

Thank you, let me see what I can find out for you.

-Justin

gqneon,

I have sent you a PM (private message) with some questions for research. Smiley Happy

gqneon

As a community update, I replaced my asus x99 sabertooth motherboard with am asus x99-e ws 3.1 motherboard and the issue abated. I wonder of its a bios c-state function or power saving function on the other board or something. I don't know. Issue resolved, sideways at least, but it seemed to not play nice with that board.

-Justin

gqneon,

I am glad that you got it working, I will pass the information along.

gqneon

I had to rma that board. I now have a Rampage extreme 5 bow, and I'm having the exact same issue. Any ideas? I'll try whatever

-Justin

gqneon,

Try and update your motherboard BIOS for me, see if that helps.

...nice motherboard by the way, wow!

gqneon

I updated to the most current bios as a troubleshooting step before I did anything else. It is the 1701 version

-Justin

gqneon,

Thanks, let me research this and see what I can find out.

-Justin

gqneon,

Have you tested this monitor on another system to see if the same issue occurs? If so, we will need to have this monitor looked at by our repair center.

gqneon

I've not tested it on a different pc, just 3 motherboards. I keep thinking is a bios setting, since it didn't do it nearly as often on a workstation board. It is very hard to live with.

When you say default setting to displayport, it doesn't say default, but it has a display setting set DPS 1.2. I'm thinking that's what you meant

gibbo1213

I am having an issue similar to yours, when connected to DP the screen doesn't detect my computer and i have to manualy switch it to DP from HDMI then plug my DP cable in.

Im using a XG270HU screen connected to a ASUS 970.

gqneon

Would love to hear back. I don't believe that there's a defect in the monitor, I just think the firmware switches to random searching entirely too fast. If it had a new signal from a second plugged in cable and swapped, I could understand that.

This needs a menu option or firmware default that doesn't go hunting through every available non connected input option or the ability to simply lock it to one display port. That would fix this permanently and seems like an easy thing to patch.

I would love to hear back about this. Justin?

-Justin

gqneon,

Unfortunately, the consensus was to have the monitor seen by our repair depot if the issue occurred on another machine. In this case, you have tried different motherboards so that is the same thing (more or less). If you want to go through that I can help facilitate that, I will just need some information sent to me in a PM (private message) to do so.

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

gqneon

I really don't feel like shipping this monitor off to somewhere at my expense for however many weeks it takes to be returned in the same or possibly worse condition when it likely isn't broken, but that it has a design issue that could be replicated with a new unit you already have available to you at Acer.

Maybe that's dense, but I can run it back to micro center and get a different brand if that's the case. It sounds like free R&D time for Acer at the expense of my downtime.

If it was something that seemed like a physical defect or that it was damaged I'd consider it. Before I can make that decision, will I be provided a replacement or substitute monitor first so i don't lose productivity time? And how long would you need it? Is there a "repair depot" in the Dallas/Fort Worth area I can drive it to and have it looked at?

I'm not really down with losing a day of up time, let alone several days, weeks, or even months when it's exhibiting what appears to me in my years of hardware experience to be a (poorly) designed function of the firmware.

Let me know,because if I have to pack it all back up, I'd rather drop it off at the returns desk than sending it off to an uncertain future while I sit here being aggravated and making it a daily endeavor to make my Acer experience the top Google search result when someone types in "Acer".

Just saying.

-Justin

gqneon,

I understand how you feel, trust me. I cannot make you send the monitor in, but I can tell you that we do not presently have a B326HK monitor to test this with, otherwise it would be at my desk right now trying to duplicate this problem you are having.

The repair depot it would go to is in Temple, TX, not really the Dallas/Ft Worth area, but close(ish).

As I said in my last post, I can try to facilitate it getting looked at for you, you just need to send me the information in a private message so I can go over it with some people.

gqneon

I understand. I returned it so it should be on its way back to Acer. I picked up a 40" 4k monitor for about the same price instead and it immediately switches or exits sleep mode when video signal is received, so I'm back in business. I appreciate the assistance though, I just can't afford to lose an unknown amount of time sorting out whatever the issue is and or was. Good luck to all having similar problems though!

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