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EVIgenius
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Monitor HP 25mx (4JF31AA)

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25mx (4JF31AA)
Microsoft Windows 10 (64-bit)

Hello! My monitor - HP 25mx (4JF31AA) supporting 144Hz. But when this frequency is turned on in games (and indeed any higher than 60), the screen begins to periodically go blank for 2-3 seconds. Videocard - rx580, connected via HDMI 2.0, OS - Windows 10 64b. What could be the problem?

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Echo_Lake
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@EVIgenius

Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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Keiichi
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I too have a similar issue.  I have a two monitor setup where my 25mx is my secondary monitor.  Whenever I start a full screen session above 60Hz, the screen will go off (I can't even see the OSD) if my mouse takes focus on the 25mx.  If I alt-tab and move my mouse back to my other screen, the video shows again on the 25mx.  

 

To fix this, I have to go to change the refresh rate to anything: 100, 120, 144 and it works fine again.  It's annoying I have to do this almost everytime.

 

I had a 24x before I returned it for the 25mx, and it didn't  have this issue.  I am using an Nvidia 1060GT with Displayport and I have the latest monitor drivers.

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Echo_Lake
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@Keiichi

Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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Keiichi
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Hi Echo_Lake,

 

Thanks for trying to help.

Yes, that's already be done and the same results.

 

However this is the least of my concerns right now.  It may not be your area, but you should ask one of your colleagues to respond to the BSOD issue that is affecting many HP users right now:
https://h30434.www3.hp.com/t5/Desktop-Operating-Systems-and-Recovery/KMODE-EXCEPTION-NOT-HANDLED/td-...

 

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Echo_Lake
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@Keiichi

Thank you for posting on the HP Support Community.

 

Don't worry as I'll be glad to help, As we have limited support boundaries in the support community as of now.

I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/


Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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Keiichi
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Thanks Echo_Lake,

 

If you do have further troubleshooting tips for this issue, I'm all ears.

 

Just weird that if I change the refresh rate, the screen works again and its weird that the screen only blanks out if I give it focus.

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Echo_Lake
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@Keiichi

Thank you for posting back. 

 

This could be issue with graphic card I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.

 

And, also I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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