XB27HUA Vertical green lines take up half of screen, vanish after a bit

Hello all. I've been looking through the forums and have seen some people experiencing the same issue. Just wondered if there are people who might've experienced the same and dealt with Acer customer support already.

I bought my monitor 2 years and 2 weeks ago (Yay, warranty gone by 2 weeks) and the issue started coming up 1 week ago. All of a sudden half of my display (exactly edged to the middle) started having these green transparent lines. I can still read the screen but the lines just popped up. They then vanished after about 5 seconds just to pop-up every now and then. Today for example they stuck around for about 10 minutes and now, 2 hours later, everything seems okay again. I tried contacting Acer in the Netherlands here and well, their support has been dreadful. CS representatives with no knowledge about anything related to monitors, telling me my monitor is dead (I doubt that) and telling me to wrap it up and ship it to their repair center. Now I'm not opposed to getting things repaired, I loved the monitor so far, but I am worried about the whole shipping thing. I do wonder though because I am running into multiple things here.

1. Some people are saying a firmware update will resolve this issue all together. Now I'm, unfortunately, still running the 20170206_0_3025_15 firmware on both my Predator units. Can I get Acer to actually update the firmware on the 'faulty' unit if I send it in for repairs? Or is there a way to get this across? Should probably be default but reading your stories, I'm doubtful.
2. Is there anyone who managed to fix or get this fixed without Acer repair center getting involved? I changed my cables, updated my GFX-drivers (running a 2070 SUPER card), and overclocked the monitor just earlier to 165hz.

Any tips or recommendations would be highly appreciated.

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Sjiro

Should actually mention I have an XB27HUA monitor. Posting the info as attachment.

Image: https://us.v-cdn.net/6029997/uploads/editor/px/d1ohr7pbf0il.jpg

Easwar

Hi @Sjiro,

What cable is connected to the monitor is it properly connected to the system or lose in contact ?

Sjiro

Hey @Easwar,

I got the monitor connected through a Display Port cable. I work in IT so I got a whole bunch of these laying around. Used one brand new out of the package which seemed to be fine for a while, but after about an hour the issue popped back up again. Right now it's not there as I'm typing this out but the problem occurred once more about an hour and a half ago for approximately 10 minutes. Both the old and new DP cable click into the slots like they're supposed to.

Easwar

Sjiro,

It looks like hardware issue. Contact acer tech support,

https://www.acer.com/ac/nl/NL/content/service-contact

OR book the unit for repair service,

http://customercare.acer-euro.com/customerselfservice/CaseBooking.aspx?CID=NL&LID=DUT&OP=1

billsey

Do you see any indication things are getting too hot? Typically when the internal display drivers go out they go out, not toggle between working and failing. If the power board were starting to fail it might be overheating, then cooling back off. I don't believe yours has active cooling with a fan so you might look into seeing if there's anything blocking air flow up through the case. It should do passive cooling by having the heat rise out fo the monitor while pulling in cooler air from below. Which model do you actually have? I Don't find an XB27H, there is an XB270H and XB271H...

Sjiro

@billsey No indicators that things were getting too hot. The screen is mounted and has plenty of space for air circulation. It's the XB271H model.

So I detached my PC completely and connected the monitor to the case of my wife. We run the exact same setup actually so figured that was a good testcase. After about 10 minutes of the screen being connected the first issues started. Half of the screen displaying the green vertical lines. It only seemed to occur at anything above the 60hz setting so I am thinking something might be off with the G-Sync module. I tried the Overclock to 165hz to fix the issue but that didn't do anything either, again. So unfortunately I had to ship my monitor out for repairs.

The not so-fun part is, this issue started exactly 1 week after my warranty ran out and way before the total hours you should expect to get out of a monitor at this pricepoint.

billsey

Can you get the issue to surface within the BIOS screens? If so we can be assured the issue is hardware and not some driver thing. You can't run the monitor faster in the BIOS though, so that might not give us good data, but it would rule out one possibility.

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