my hyte y70 screen stays black?

[halcyon ocean]

@quartz plaza

[lost pollen]

#support

That's a bot you've pinged

[halcyon ocean]

🥲

I don't know where to ask for help anymore

[little smelt]

@halcyon ocean in the picture it looks like only 1 display port cable is connected to your gpu, did you connect the display port adapter?

[halcyon ocean]

Can you tell us more?

[little smelt]

can you take a picture of the back of your case and post it? like all the connections and such

[halcyon ocean]

@little smelt

[little smelt]

did you go to display settings and extend the display? Looks like you have the cable plugged in alright

[halcyon ocean]

I have nothing on it, unless it's me who can't see it

[little smelt]

You need to go to display settings in windows,

Then go to multiple displays section, and extend these displays

Also need to make sure you have "Hyte Nexus" application installed and running

[halcyon ocean]

I don't even have this setting in I conclude that my PC doesn't even detect it

[halcyon ocean]

the screen does not connect to nexus.. nor in the display settings there must be a problem either with the screen or with the display port cable I suppose

[slow elbow]

Follow this video for a proper install: https://www.youtube.com/watch?v=Gt-raJu1ia4

I would not run the screen on startup, I would recommend having a monitor to boot the system and then try connecting the touch screen. Please ensure you are also not using a splitter to connect the usb header into the motherboard.

[halcyon ocean]

My installation is already correct so that doesn't change my problem. I think the screen is defective.

[slow elbow]

You can contact support to start the process of getting you a replacement.

?ticket

[quartz plaza]

Looking for help? Submit a ticket online!
Alternatively, you may email: [email protected]

[halcyon ocean]

I just wrote an email to support, however I don't know discord very well and I don't know how to open a ticket

[slow elbow]

You can click the "online" and it will direct you to a website to place a ticket.

[halcyon ocean]

so if I wrote by email to [email protected] is it ok?

[slow elbow]

Yes it should be okay.

[halcyon ocean]

ok thank you very much for the help provided however I have one last question before leaving you, am I the only one to have had this problem of defective screen? or is this rare? because I did my research on the web and I had people having the same problem

[slow elbow]

No you are not the only one with this issue. We have had others that have similar issues. We do however have had quite a few that were fixed by ensuring the user installed everything properly. Which is why we usually rule out any user error before assuming its a defective screen!

[halcyon ocean]

Yes it's obvious and it may be my problem too but I still strongly doubt it because I did everything said on the video recommended by the brand

[halcyon ocean]

and I know I said it was the last question sorry but did you know what the time frame is to get a response from support?

[copper python]

Monday is typically the busiest day since there's tickets accumulated from over the weekend. But support will try to get back to you as soon as possible. 🙂