Freeze function issue Benq RE7504A Only

[sarge]

We have many Benq boards and the freeze function works perfectly on all by the new RE7504A

We just purchased 3 of  the RE7504A this summer . The Freeze function works correctly  only on the front inputs  ie usbc & hmdi . The side hdmi inputs ( hdmi1 & hdmi2) both freeze but the image is distorted, and the usb c don't respond as a input just pd.

We've update the firmware to the latest V1.0.0.38 but still the same.

Tried several inputs resolution  settings and different devices ie laptop, desktop, and  Chromebook

We like to have the inputs in the side , as we have found the inputs in the front get knocked out/damaged .

Has anyone else seem this issue or has a solution ?

 

 

[BenQ_Chris]

@sarge I'm aware of the issue in question and we are working on a permanent solution. The core reason why this is happening, is that we have discovered that some laptops are outputting a HDCP enforcement signal regardless as to what is on the laptop screen. We've encountered this on several Dell laptops, depending on the model there may be a setting in the GPU to disable this. The side ports are HDMI certified and as such when they receive a HDCP enforcement signal they have to block the signal (this is part of the HDMI certification process). The front ports do not operate the same way, they have a HDMI port, however this is not HDMI certified as it uses DP as the functionality and DP does not have the same conditions for HDCP. Even though this is a problem created by the laptop GPU, we are working to solve it. In order to comply with HDMI certification we are reworking the freeze functionality, there will be an update released, currently scheduled for later this month, once released it will be downloadable on the screens via an update.

 

If you have any further questions, please let me know.

 

Thanks, Chris

Senior Technical Sales Manager

BenQ UK

[denzal2k4]

We have a separate freeze issue, whereby it doesn't freeze but it says it has, this is when using any method, Instashare from Windows, Android, HDMI connection, USBC. It says frozen but happily carries on showing what is happening behind. Support have said what I expect is the same update will hopefully fix it. We are using RP6504 / RP7504.

[BenQ_Chris]

Hi @denzal2k4 what you have been told is partially correct. There is an update pending, currently going through QA, however it is a different update that will be released on the RE04A.

 

If you have any further questions, please let me know.

 

Thanks, Chris

Senior Technical Sales Manager

BenQ UK

[Hilgersjw]

We're also having similar "freeze" issues with our RPXX04 model BenQ interactive displays too. Does the same temporary solution you provided (using the HDMI ports in the front of the display) work for the RPXX04 models as well?

 

4 hours ago, BenQ_Chris said:

Hi @denzal2k4 what you have been told is partially correct. There is an update pending, currently going through QA, however it is a different update that will be released on the RE04A.

 

If you have any further questions, please let me know.

 

Thanks, Chris

Senior Technical Sales Manager

BenQ UK

 

[BenQ_Chris]

Hi @Hilgersjw sadly not, this a different cause. One thing that may help is in the settings menu, going to the Display tab, scrolling down to advanced and switching the EDID mode from 2.0 to 1.4 or vice versa. We hope to start rolling out the firmware in the next couple of weeks.

 

Thanks, Chris

 

Senior Technical Sales Manager

 

BenQ UK

 

 

[FN-GM]

On 06/09/2025 at 06:06, BenQ_Chris said:

@sarge I'm aware of the issue in question and we are working on a permanent solution. The core reason why this is happening, is that we have discovered that some laptops are outputting a HDCP enforcement signal regardless as to what is on the laptop screen. We've encountered this on several Dell laptops, depending on the model there may be a setting in the GPU to disable this. The side ports are HDMI certified and as such when they receive a HDCP enforcement signal they have to block the signal (this is part of the HDMI certification process). The front ports do not operate the same way, they have a HDMI port, however this is not HDMI certified as it uses DP as the functionality and DP does not have the same conditions for HDCP. Even though this is a problem created by the laptop GPU, we are working to solve it. In order to comply with HDMI certification we are reworking the freeze functionality, there will be an update released, currently scheduled for later this month, once released it will be downloadable on the screens via an update.

 

If you have any further questions, please let me know.

 

Thanks, Chris

Senior Technical Sales Manager

BenQ UK

 

I just want to say, the quality and speed of this response is great. It's good to see vendors acknowledging and explaining technical issues in an open forum. 

[BenQ_Chris]

Hi @FN-GM thanks for the feedback. Where possible I'll always given, open and honest answers and try to provide accurate timeframes.

 

Thanks, Chris

 

Senior Technical Sales Manager

 

BenQ UK

[BenQ_Chris]

Hi @sarge I'm aware f a slight delay in release of the firmware, I'm anticipating release by 10/10. I have a beta version which addresses the issue, but this is a firmware flash and wipes the unit and it needs to be configured again. If this is something you want to use, please drop me a DM.

 

Thanks, Chris

 

Senior Technical Sales Manager

 

BenQ UK

[BenQ_Chris]

Hi @sarge due to a bug, the release has been pushed until November (no exact date yet). Current workaround is to either use front HDMI port or contact the GPU manufacturer to see if they are able to disable HDCP on the GPU (for non HDCP content).

 

Thanks, Chris.

 

Senior Technical Sales Manager

 

BenQ UK

[denzal2k4]

Just to say big thanks to BenQ, the new frmware for the 65" is working nicely and includes a request we made to blank passwords as they were being entered which was a real concern for us. so thanks for listening!

[PhilS]

Hi @BenQ_Chris 

 

I am unable to message you for some reason. Are you able to attach this potential fix so I can try this on a board I am currently experiencing issues with? The board in question is dropping signal when unfrozen from Powerpoint or Smart notebook, i've tested all the ports on the board but get the same results. 

[AnimatedCarrots]

38 minutes ago, PhilS said:

Hi @BenQ_Chris 

 

I am unable to message you for some reason. Are you able to attach this potential fix so I can try this on a board I am currently experiencing issues with? The board in question is dropping signal when unfrozen from Powerpoint or Smart notebook, i've tested all the ports on the board but get the same results. 

Have you tried Alt+F4? 

[BlueFoxSystems]

Hi @BenQ_Chris

 

We have 4 screens with this issue too, are you able to help with firmware?

 

Thanks!

[BenQ_Chris]

Hi @PhilS - I'll drop you a DM

[BenQ_Chris]

Hi @BlueFoxSystems - I'll drop you a DM

[BenQ_Chris]

Hi @sarge I've been advised firmware should be available on the OTA server mid November. I may get later this week, the version I receive only supports USB update (not via DMS). If you need before mid November drop me a DM with email address and confirmation that that you have RE7504A I can send over to you.

 

Thanks, Chris

 

Senior Technical Sales Manager

 

BenQ UK

[bertster]

@BenQ_Chris

Hi Chris, we have the same 'Green Screen' issue on a new RE6504 screen. Front panel HDMI works ok, but side panel (HDMI 1 & 2) give a green screen (as described by the original poster @sarge)

Is there updated firmware available for the RE6504 model to resolve this issue?

Thanks

[BenQ_Chris]

Hi @bertster, can you please confirm the model, is it actually RE6504A (sticker on side of the panel will confirm).

 

Good news and bad news I'm afraid. Good news I have the firmware, bad news, due to a delay in Google certification the freeze function has had to be delayed until December. I have a service firmware that does include the freeze fix, however the downsides of using this are that it is a manual update (cannot use DMS), it is a system wipe so all config has to be done again and if you were to update to the current firmware via OTA then it would remove the freeze fix. The other option is to keep using the workaround of the front HDMI port.

Apologies for the delayed resolution for this issue.
 

If you have any questions just drop me a DM.

[sarge]

Hi Chris

Just applied the latest firmware and it work perfectly

Thanks' for you and your staff for their time i

Dave

 

[BenQ_Chris]

Hi @sarge - you beat me to it, was released internally Friday and I tested yesterday. Should be able to deploy via DMS or update locally at screen.

 

Thanks, Chris

Senior Technical Sales Manager

BenQ UK