[Notebook/Desktop/AIO] Troubleshooting - How to fix Display problem on External monitors | Official Support | ASUS Global (2023)

[Notebook/Desktop/AIO] Troubleshooting - How to fix Display problem on External monitors

If you experience the problem of external monitors, such as abnormal display or audio is not working, please refer to the troubleshooting in this article.
Before troubleshooting, please make sure you have set up your external monitors properly. Here you can learn more about How to connect your PC to one or more external monitors with different connectors.

Note: Press the function key Windows key + P to make sure that you have selected the option you want.

Please go to the corresponding instruction based on the current Windows operating system on your computer:

• Windows 11
• Windows 10

Windows 11 operating system

Update and confirm BIOS / Windows packages / drivers with the latest version on your laptop

Updating software usually helps the system stability and optimization, so we recommend you check and often update to the latest version in your laptop. Here you can learn more about How to update BIOS:

How to use Winflash to update the BIOS version in Windows system

How to use EZ Flash to update the Notebook BIOS version

For executing Windows update and drivers update, here you can learn more about:

How to execute Windows Update

How to update drivers via customer support in MyASUS

If the problem persists after you have updated BIOS/Windows packages/drivers to the date, please continue to the next chapter for troubleshooting.

Check the hardware devices of your external monitors and cables

• Sometimes, the external devices connected to your computer can be the cause of external monitor problems, so please try to remove them, such as external hard drives, printers, memory cards, external ODD (if your computer is with internal ODD, please remove CD/DVDs), dongles, etc. After that, restart your computer.
  If you don’t experience the issue after restarting your computer, the external device may be the cause of the problem. We recommend that you do not use this device and contact your device manufacturer for support.
• Make sure the cable connecting your PC to your external monitor is secure. Try changing the cable connecting the external monitor. If the new one works, you know the previous cable was faulty.
• Make sure the input resource on the external monitor is the same as your using connector/cable. Such as the input resource is HDMI.
• Try using the external monitor with a different computer. This can help to isolate whether the issue is with the monitor or the computer.

If the problem persists after checking the basic hardware, please continue to the next chapter for troubleshooting.

Reset the display settings

Try using the following Microsoft hotkeys: Windows key + Ctrl + Shift + B to reset the display settings.

If the problem persists, please continue to the next chapter for troubleshooting.

Hard reset (EC reset)

1. Please remove all external peripherals, such as external hard drives, printers, memory cards, external ODD (if your computer is with internal ODD, please remove CD/DVDs), dongles, etc.
2. Power off the computer.
3. Remove the AC adapter.
   Note: Please don’t remove the AC adapter for ASUS laptop TP420IA and UX425IA model. (These models need to plug in the AC adapter to do the Hard reset process.)
4. Remove the battery (some model may not remove the battery, please continue to the next step).
5. Press and hold Power Button for 40 seconds to do Hard reset.
6. Re-install the AC adapter and battery, then power on the computer and check whether the problem is resolved or not. If the problem persists, please continue to the next chapter for troubleshooting.

Check the audio settings for the external monitor

1. Type and search [Sound settings] in the Windows search bar①, then click [Open]②.
   
2. Scroll down to the bottom of this page, then select [More sound settings]③.
   
3. Select [Playback] tab④, choose the external monitor you connected⑤, then select [Set Default]⑥.
   
4. Choose the external monitor you connected⑦, then select [Properties]⑧.
   
5. Select [Levels]⑨, make sure the volume levels of the external monitor meet your expectation⑩, then select [OK]⑪.
   

Run Windows Troubleshooter

1. Type and search [Troubleshoot settings] in the Windows search bar①, then click [Open]②.
   
2. Select [Other troubleshooters]③.
   
3. Select [Playing Audio]④, then click [Run]⑤.
   
4. Choose the external monitor you want to troubleshoot⑥, then select [Next]⑦.
   
5. Please read and follow the on-screen prompts to troubleshoot the connection problem of the external monitor.
   
6. If the problem persists after following the troubleshooter, please select [Close]⑧ and then continue to the next chapter for troubleshooting.
   

Reinstall graphics driver

Note: If your laptop is AMD platform of graphics, please refer to How to uninstall AMD chipset driver, otherwise, please refer to the following steps.

1. Type and search [Device Manager] in the Windows search bar①, then click [Open]②.
   
2. Click the arrow next to [Display adapters]③, then right-click [your graphics]④ and select [Uninstall device]⑤.
   Note: Some models possess both two graphics (so-called integrated & dedicated graphics, such as Intel & NVIDIA) and both can be seen in Device Manager. We suggest that you can follow step 2 and 3 to uninstall each graphics driver.
   
3. Select [Attempt to remove the driver for this device]⑥, then select [Uninstall]⑦.
   
4. After the graphics driver is uninstalled, please go to the ASUS support site to download and install the Fingerprint driver. Here you can learn more about How to search and download drivers.
   Note: The following pictures are the current version as a reference, and please download the latest version from the ASUS Support Site.
   Note: If your computer is with two graphics, please reinstall both drivers.
   
5. If the problem persists after reinstalling the graphics driver, please continue to the next chapter for troubleshooting.

Restore the system from restore point

If the external monitor problem happens recently, and if you have ever created a restore point or there is an automatic system restore existed, try to restore the computer to a point before the problem began to resolve the problem. Here you can learn more about How to use restore point to restore the system.

If the problem persists, please continue to the next chapter for troubleshooting.

Reset your PC

If the problem persists after all troubleshooting steps are completed. Please backup your personal files, then reset the PC to back to its original configuration. Here you can learn more about:

How to reset the system and remove all of my personal files

How to reset the system and keep my personal files

If your problem is not worked out with above solution and information, please contact ASUS customer service center for further information.

Windows 10 operating system

Update and confirm BIOS / Windows packages / drivers with the latest version on your laptop

Updating software usually helps the system stability and optimization, so we recommend you check and often update to the latest version in your laptop. Here you can learn more about How to update BIOS:

How to use Winflash to update the BIOS version in Windows system

How to use EZ Flash to update the Notebook BIOS version

For executing Windows update and drivers update, here you can learn more about:

How to execute Windows Update

How to update drivers via customer support in MyASUS

If the problem persists after you have updated BIOS/Windows packages/drivers to the date, please continue to the next chapter for troubleshooting.

Check the hardware devices of your external monitors and cables

• Sometimes, the external devices connected to your computer can be the cause of external monitor problems, so please try to remove them, such as external hard drives, printers, memory cards, external ODD (if your computer is with internal ODD, please remove CD/DVDs), dongles, etc. After that, restart your computer.
  If you don’t experience the issue after restarting your computer, the external device may be the cause of the problem. We recommend that you do not use this device and contact your device manufacturer for support.
• Make sure the cable connecting your PC to your external monitor is secure. Try changing the cable connecting the external monitor. If the new one works, you know the previous cable was faulty.
• Make sure the input resource on the external monitor is the same as your using connector/cable. Such as the input resource is HDMI.
• Try using the external monitor with a different computer. This can help to isolate whether the issue is with the monitor or the computer.

If the problem persists after checking the basic hardware, please continue to the next chapter for troubleshooting.

Reset the display settings

Try using the following Microsoft hotkeys:Windows key + Ctrl + Shift + Bto reset the display settings.

If the problem persists, please continue to the next chapter for troubleshooting.

Hard reset (EC reset)

1. Please remove all external peripherals, such as external hard drives, printers, memory cards, external ODD (if your computer is with internal ODD, please remove CD/DVDs), dongles, etc.
2. Power off the computer.
3. Remove the AC adapter.
   Note: Please don’t remove the AC adapter for ASUS laptop TP420IA and UX425IA model. (These models need to plug in the AC adapter to do the Hard reset process.)
4. Remove the battery (some model may not remove the battery, please continue to the next step).
5. Press and hold Power Button for 40 secondsto do Hard reset.
6. Re-install the AC adapter and battery, then power on the computer and check whether the problem is resolved or not. If the problem persists, please continue to the next chapter for troubleshooting.

Check the audio settings for the external monitor

1. Type and search [Sound settings] in the Windows search bar①, then click [Open]②.
   
2. Select [Sound Control Panel]③.
   
3. Select [Playback] tab④, choose the external monitor you connected⑤, then select [Set Default]⑥.
   
4. Choose the external monitor you connected⑦, then select [Properties]⑧.
   
5. Select [Levels]⑨, make sure the volume levels of the external monitor meet your expectation⑩, then select [OK]⑪.
   

Run Windows Troubleshooter

1. Type and search [Troubleshoot settings] in the Windows search bar①, then click [Open]②.
   
2. Select [Additional troubleshooters]③.
   
3. Select [Playing Audio]④, then click [Run the troubleshooter]⑤.
   
4. Choose the external monitor you want to troubleshoot⑥, then select [Next]⑦.
   
5. Please read and follow the on-screen prompts to troubleshoot the connection problem of the external monitor.
   
6. If the problem persists after following the troubleshooter, please select [Close]⑧ and then continue to the next chapter for troubleshooting.
   

Reinstall graphics driver

Note: If your laptop is AMD platform of graphics, please refer to How to uninstall AMD chipset driver, otherwise, please refer to the following steps.

1. Type and search [Device Manager] in the Windows search bar①, then click [Open]②.
   
2. Click the arrow next to [Display adapters]③, then right-click [your graphics]④ and select [Uninstall device]⑤.
   Note: Some models possess both two graphics (so-called integrated & dedicated graphics, such as Intel & NVIDIA) and both can be seen in Device Manager. We suggest that you can follow step 2 and 3 to uninstall each graphics driver.
   
3. Select [Delete the driver software for this device]⑥, then select [Uninstall]⑦.
   
4. After the graphics driver is uninstalled, please go to the ASUS support site to download and install the Fingerprint driver. Here you can learn more about How to search and download drivers.
   Note: The following pictures are the current version as a reference, and please download the latest version from the ASUS Support Site.
   Note: If your computer is with two graphics, please reinstall both drivers.
   
5. If the problem persists after reinstalling the graphics driver, please continue to the next chapter for troubleshooting.

Restore the system from restore point

If the external monitor problem happens recently, and if you have ever created a restore point or there is an automatic system restore existed, try to restore the computer to a point before the problem began to resolve the problem. Here you can learn more aboutHow to use restore point to restore the system.

If the problem persists, please continue to the next chapter for troubleshooting.

Reset your PC

If the problem persists after all troubleshooting steps are completed. Please backup your personal files, then reset the PC to back to its original configuration. Here you can learn more about:

How to reset the system and remove all of my personal files

How to reset the system and keep my personal files

If your problem is not worked out with above solution and information, please contact ASUS customer service center for further information.