We offer one of the best pixel warranties among monitor manufacturers to ensure the best possible experience during your gaming or work sessions. Our monitors comply with international standards covering all aspects of screen ergonomics. For JAPANNEXT monitors, we offer the pixel policy shown in the tables below. In addition, we go further than the ISO specification by offering a complete zero-defective-pixel policy for 4K (3840 x 2160) products in the Office range, Large format (50&quot; or larger) and the entire Gaming range. <img src="https://attachments.gorgias.help/ZPB9rx1Mbk4xWVa3/hc/JWjXVxG4Gr6DvMqm/2024040413-8cc055dc-7bc5-4069-b7b8-f7e4d723fbcd-capture%20d%E2%80%99e%CC%81cran%202024-04-04%20a%CC%80%2015.42.04.png" style="width: 692px;" class="fr-fic fr-dib">

Dead Pixel Policy

If you need to contact our repair service, please send us an <a href="https://japannext-eu.gorgias.help/fr-FR/contact">e-mail</a> using the template below:<ul><li>Product model number</li><li>Order number</li><li>Purchase information (receipt to confirm website and date of purchase, order history pictures, etc.)</li><li>Photos and videos showing symptoms (if necessary), so that we can process your request as quickly as possible.</li></ul>All monitors requiring repair will be handled by a return service (we do not carry out on-site repairs).

Technical support

In accordance with European regulations, as a professional repairer you can request all the documentation and spare parts you need to repair our monitors.To do so, simply fill in the&#xA0;<a href="https://contact.gorgias.help/forms/275etx1h">contact us</a> form.Once we&apos;ve checked that you have the skills and authorisation to carry out these repairs, we&apos;ll get back to you with all the elements you need.

Professional repairer: request the documentation

Make sure that both sides of the plug are firmly connected.If several devices are connected via the OA plug, disconnect the plugs of the other devices or try connecting them directly from the wall socket. If your display is a model with a mains adapter:<ul><li>Check that the LED on the adapter is green, then press the display&apos;s power button.</li><li>If the LED on the screen is blue <span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">-&gt; see the article &quot;<a href="https://japannext-eu.gorgias.help/en-US/my-screen-has-no-display-446647">My screen has no display</a>&quot;.</li></ul> If your display is not a model with a mains adapter (power cable only):<ul><li>When you press the screen&apos;s power button, if the screen&apos;s LED lights up blue <span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">-&gt; see the article &quot;<a href="https://japannext-eu.gorgias.help/en-US/my-screen-has-no-display-446647">My screen has no display</a>&quot;.</li><li>If the LED flashes red or is not lit, there is a possibility that the screen itself is malfunctioning <span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">-&gt; please contact us by <a href="https://japannext-eu.gorgias.help/fr-FR/contact">e-mail</a> for repairs.</li></ul>

My monitor is not turning on

Please use the cables supplied with your monitor. If the screen does not display even after connecting the monitor to a computer, try the following. If the power LED does not light up blue:&#xA0;&#xA0; &#xA0;<span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">-&gt; See article &quot;<a href="https://japannext-eu.gorgias.help/en-US/my-monitor-is-not-turning-on-446581">My monitor is not turning on</a>&quot;. If the power LED lights up blue but the JAPANNEXT logo is not displayed after starting up:&#xA0;&#xA0; &#xA0;<span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">-&gt; There may be a problem. Please contact us by <a href="https://japannext-eu.gorgias.help/fr-FR/contact">e-mail</a> with your product details. If the power LED lights up blue and the JAPANNEXT logo is displayed:&#xA0;<ul><li>Check that your monitor is connected to a device (such as a computer).</li><li>From the display menu, select &quot;Reset&quot; and check that the display works.</li><li>If it doesn&apos;t, try replacing it with another cable, then try connecting another computer</li></ul>&#xA0; &#xA0;<span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">-&gt; If the problem is not solved: please contact us by <a href="https://japannext-eu.gorgias.help/fr-FR/contact">e-mail</a> with your product details. &#x26A0; The longer the HDMI cable, the more likely it is to cause communication errors due to noise and signal attenuation.If you use a cable longer than 3 meters, screen output may be unstable.Additionally, some commercial HDMI cables longer than 5 meters are unidirectional rather than bidirectional.JAPANNEXT uses display products of 2 meters or less when an HDMI cable is included.It is recommended to use the cable supplied with the display or an equivalent of 2 meters or less.

My screen has no display

A variety of causes are possible, but the following two environmental factors can be considered: 1. Insufficient (unstable) power supply:When the power supply is taken through multi-tap wiring with an OA plug, etc., due to the power supply distribution, the power supply is momentarily insufficient, and the display may flicker or disappear black for a while.If possible, please check the power supply connection environment once. 2. Your computer&apos;s processor or memory is insufficient when in use:A flickering screen may occur. This may also be due to a malfunctioning graphics card driver.At this point, check the performance and capacity of the personal computer, and if you&apos;re using a graphics card, check the driver update status.

Display turns white at irregular intervals

This is a condition where the program used to check and maintain the screen&apos;s factory settings (factory mode) is running for some reason.Normally, it is restored by a discharge treatment, but if the problem is not solved, we will repair your monitor.<span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">-&gt; Please contact us by <a href="https://japannext-eu.gorgias.help/fr-FR/contact">e-mail</a> with your product reference.

Screen display is white, red, blue and green

If you can&apos;t change the brightness, carry out a &quot;reset&quot; from the menu. Please also check the following individual parameters:<ul><li>Brightness and contrast (DCR) are activated.</li><li>In picture mode, check that you have not selected anything other than Standard (movies, games, FPS, etc.).</li></ul>&#xA0;<span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">-&gt; Brightness can only be adjusted manually when set to Standard.<ul><li>Disable image quality adjustment: HDR</li></ul>&#xA0;<span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">-&gt; This allows you to manually adjust brightness and contrast.

Brightness does not adjust

<ul><li id="isPasted">First, check whether your monitor is equipped with speakers.</li><li>From the display menu, check that the audio is not &quot;muted&quot; or that the volume is not at 0.</li><li>In the audio settings of the connected computer, check that the output device is set to &quot;Monitor&quot;.</li></ul> &#xA0; <span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">-&gt; If the sound problem is not solved, please contact us by filling in the <a href="https://japannext-eu.gorgias.help/fr-FR/contact">contact form</a>.&#xA0;

No sound coming from the monitor

If an unusual noise (shaking sound) is emitted by the display, the causes may be as follows:(1) failure of individual cable contacts,(2) malfunction of the built-in loudspeaker,(3) AC adapter malfunction,(4) coil noise on the circuit board, etc. <ul><li>Reconnect and disconnect each cable and check that it is firmly connected without any play. If the cable contact is unstable, try replacing it.</li><li>From the display menu, reduce the audio volume, then depending on whether or not there is an abnormal noise, check the speaker contact and condition. If the problem is resolved by reducing the volume, there is a possibility of speaker failure, please contact us for repair.</li><li>(For models with AC adapter) : If the AC adapter makes a jiggling noise on the back of the main unit, it can be replaced:</li></ul> &#xA0; &#xA0; &#xA0;<span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">-&gt; Obtain an AC adapter (under warranty): Contact form&#xA0; &#xA0; &#xA0;<span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">-&gt; Obtain an AC adapter (after the warranty period): New purchase <ul><li>If the above solutions are not working, there may be a coil noise on the printed circuit board. This is noise generated by the current flowing through the coil on the PCB and oscillating. This is not a malfunction, but if there is a problem of use, we will inspect your screen.</li></ul>&#xA0; &#xA0; &#xA0; &#xA0;&#xA0;&#xA0; &#xA0; &#xA0;<span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">-&gt; Contact us via the <a href="https://japannext-eu.gorgias.help/fr-FR/contact">contact form</a>, we will decide on repair or replacement. Please record and send us the abnormal noise.

Unusual display noise

<ul><li id="isPasted">To begin with, make sure your PC&apos;s USB Type-C port supports video output.</li><li>In addition, to display video via a USB Type-C connection, a USB Type-C cable supporting &quot;video out&quot; is required: (* USB 3.1, DP ALT MODE (DisplayPort Alternative Mode), Thunderbolt 3 support, etc. may be indicated).</li><li>There may also be a thunder arrow next to the USB Type-C terminal. Therefore, when connecting to the monitor with a cable other than the USB Type-C cable included with the product, please choose a USB Type-C cable with an indication such as &quot;video out&quot;, &quot;USB3.1&quot;, &quot;DP ALT MODE&quot; [Thunderbolt 3], etc.</li></ul> &#x26A0; Please note that some USB Type-C cables are intended for charging and data transfer. If you could display the screen before, but it suddenly doesn&apos;t, try &quot;change input sources&quot;.

USB Type-C connection: "No signal".

<ul><li id="isPasted">If you are using a USB key for digital signage applications, please check that your device is compatible with digital signage.</li></ul> <ul><li>The USB key must be formatted in FAT64 or NTFS.</li></ul> <ul><li>If it is formatted in APFS, exFAT, etc. on MacOS, it cannot be recognized by the monitor.</li></ul>

USB drive not recognized

Please try the following settings: <ul><li>Display settings HDR&gt; enabled or automatic &#x30FB;FreeSync&gt; enabled</li><li>PS5 settings &#x30FB;HDR enabled &#x30FB;Settings&gt; Screen and video&gt; Full RGB range</li></ul>

PS5 console connected, screen on display side appears white

<ul><li id="isPasted">Check whether the display terminal connection specifications support 120 Hz or more.</li><li>Check whether the connection cable supports 120 Hz or more. &#xFF1C;HDMI&#xFF1E; &#x30FB;High-speed cable (HDMI 1.4) or higher (Full HD)</li></ul> PS5 settings:<ul><li>Select &quot;Performance first&quot; in Save data &gt; Game/app settings &gt; Game presets &gt; Performance priority and image quality.</li><li>Screen &amp; video &gt; Video output &gt; Enable 120 Hz output &gt; Select &quot;Automatic&quot;.</li><li>Game settings: For games that support 120 Hz, please activate the 120 fps setting as required in the game.</li></ul> Example: For Fortnite: from the lobby screen, go to Menu &gt; Settings &gt; Graphics settings &gt; 120 FPS mode &gt; &quot;On&quot;.Please note that if the game you&apos;re using doesn&apos;t support 120 Hz, this won&apos;t be supported.

PS5 console connected, 120 Hz refresh rate not displayed

If you can&apos;t activate or deactivate Freesync : <ul><li>Try resetting it from the display menu</li><li>MPRT and FreeSync cannot be used together, so if MPRT is enabled, FreeSync is automatically disabled and FreeSync settings will be unavailable (grayed out).</li></ul>

🔧 MAINTENANCE & REPAIR