Asus dark hero startup issue ?

Hi all,

For my new PC build I have chosen Asus Dark Hero based on my previous good experience with Asus Maximus Ranger VIII.
As of now I have tested 7 Dark Heroes (4 from Newegg, 2 BHPhoto&Video, 1 Amazon), all of them were made in Vietnam, all 7 were faulty - mobo won't POST, Q-Code 00, yellow LED ON OR it won't wake up from sleep/hibernation. I tried different memory kits from QVL list, different PSUs, nothing helped. Tried everything suggested in this thread - S4+S5 settings, stealth mode, etc.
My config looks similar if not the same to other people's in this thread:
AMD Ryzen 5900X, G Skill RGB 2x16GB (or TEAM ARGB 2x16GB), PSU 1000W+

Thanks to the guy who mentioned Z690 recall for mobos made in Vietnam, it kinda explains a lot about Dark Hero issues. It feels the same - memory power and RGB management doesn't work great on this mobo, sometimes it won't light up, sometimes it will, but PC won't POST. And this is QVL memory. I have also tried with non-RGB memory - same issue. You have to disconnect power completely to discharge some capacitor and let it start (not 100% though).

On one hand - many people have no problems with Dark Hero and praise this mobo as the best, on another - there's a 40 page thread of people returning their mobos just to get another with the same issue. I like feature set on this mobo, but quality control is just absent. 5th mobo of 7 I tested had broken capacitor legs and overall look very poorly assembled. This is beyond acceptable. At first I was frustrated, but now I'm just curious - can I get the working one? I keep sending them back to retailers just to receive another one defective.

I told myself I'd stop at number 10. 3 more attempts and I'm giving up on ASUS products.

Thanks to all people in this thread sharing their stories, suggesting workarounds and mentioning related issues for another mobos from ASUS.
As an alternative to Dark Hero I'm thinking about Gigabyte's AORUS Master or MSI's MEG X570 ACE.

Regards!

Quote:

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Originally Posted by STARRAIN@ROG

Hi NuadaXXX and linara,
TPM is enabled and cannot be disabled since the bios version support Windows 11 by default.
If you want to disable TPM, please downgrade the bios version.
Thank you.

---

so just to be perfectly clear:

with bios version 3702, which read:
"Support Windows 11 by default, no settings changes required in the UEFI BIOS."

asus deliberately removed features from the motherboard against the users' will?
without said feature people reported issues, but asus didn't change anything.

is this correct?
asus deliberately removed the feature to disable the TPM from the motherboard and thus downgraded the product?

i am asking this specifically, because going out of one's way to spit into the face of customers seems crazy and there isn't even classic greed involved (like gigabyte exploding psus) or other reasons.

can you please give us the reason why asus straight up removed IMPORTANT settings from 450 euro motherboards against the customers' will?

it has nothing to do with windows 11 support, because a simple change in the default setting from "off" to "on" for the TPM would have done that without removing choice and i would hope and assume, that this is what other motherboard companies did.

so please give us context on how this insane anticonsumer decision was made.

i am just shocked by everything going on here.

asus refusal to commit actual resources to fix the start up issue, that they were aware about for 175 days now and
asus deliberately removing features from the bios too.

Quote:

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Originally Posted by STARRAIN@ROG

Hi NuadaXXX and linara,
TPM is enabled and cannot be disabled since the bios version support Windows 11 by default.
If you want to disable TPM, please downgrade the bios version.
Thank you.

---

It's ok that it's on by default, but it must be possible to turn it off.

I have problems with it, if i use adobe i get stutters, should I never update the bios just because Asus is too stubborn?

An explanation would be great, there is certainly no logical reason to force permanent activation.

I found on the internet that there are hundreds of people having the same problem with many MSI,Gigabyte ect motherboards, the difference is only, with Asus MBs we can't turn it off.

I agree that forcing TPM on at every boot is not acceptable. If they are going to do this, why have a button in the Bios to disable it? Not everyone runs Windows 11. I can see maybe doing this on an entry level mobo or a laptop that ships with Windows 11 installed. The high end boards should give the user the option since the people who buy them are theoretically tech and Bios savvy enough to know if they need or want TMP enabled, especially if having it enabled causes performance issues. Asus could put a warning in front of the setting like the AMD warnings in their overclock section of the Bios. People should not have to stay on an old Bios with outdated AGESA just to be able to keep TPM disabled.

Regarding boards made in Viet Nam verses China, my Dark Hero serial number ends in M0AAY0 which I am pretty sure means it was made in China. I have not experienced the start up issue or any other issues other than fighting to get my RAM overclock stable at 3800MHz. I guess I got lucky getting a Chinese made board. FWIW, I purchased it from New Egg in January of 2021. I read somewhere that they supply the US market with boards made in Viet Nam because there is no tariffs on imports from Viet Nam. Maybe some of the early stock came from China.

Quote:

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Originally Posted by BillBittel

I agree that forcing TPM on at every boot is not acceptable. If they are going to do this, why have a button in the Bios to disable it?

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yes, it has something from schizophrenic


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I originally bought this motherboard and deliberately spent the extra money to not have one problem, now I have more probs than ever and my first computer was an Intel 80286, The biggest problem is, that we are treated with total disrespect.

Quote:

---

Originally Posted by STARRAIN@ROG

Hi NuadaXXX and linara,
TPM is enabled and cannot be disabled since the bios version support Windows 11 by default.
If you want to disable TPM, please downgrade the bios version.
Thank you.

---

Such an answer is disrespectful, i can't express how disappointed I am.

Hi NuadaXXX, linara and BillBittel,
For TPM disable, I'm sorry it seems misunderstanding when communicated with our tech team.
May I double confirm it occurs on bios 3702, 3801 and 3904?
Could you please help to record a video to show how you disable TPM and it enabled again?
I'll consult our tech team again.
Thank you.

Quote:

---

Originally Posted by STARRAIN@ROG

Hi NuadaXXX, linara and BillBittel,
For TPM disable, I'm sorry it seems misunderstanding when communicated with our tech team.
May I double confirm it occurs on bios 3702, 3801 and 3904?
Could you please help to record a video to show how you disable TPM and it enabled again?
I'll consult our tech team again.
Thank you.

---

Bios 3904 = https://www.youtube.com/watch?v=ZmErez863eI

it swap back automaticly in the older bios not.

and please say that guys also they need to look at soc voltage if i set 1.1 it is 0.8-09 i need to set it to 1.1250v then it is 1.1. that is also not normal.

Quote:

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Originally Posted by yobavip

Hi all,

For my new PC build I have chosen Asus Dark Hero based on my previous good experience with Asus Maximus Ranger VIII.
As of now I have tested 7 Dark Heroes (4 from Newegg, 2 BHPhoto&Video, 1 Amazon), all of them were made in Vietnam, all 7 were faulty - mobo won't POST, Q-Code 00, yellow LED ON OR it won't wake up from sleep/hibernation. I tried different memory kits from QVL list, different PSUs, nothing helped. Tried everything suggested in this thread - S4+S5 settings, stealth mode, etc.
My config looks similar if not the same to other people's in this thread:
AMD Ryzen 5900X, G Skill RGB 2x16GB (or TEAM ARGB 2x16GB), PSU 1000W+

Thanks to the guy who mentioned Z690 recall for mobos made in Vietnam, it kinda explains a lot about Dark Hero issues. It feels the same - memory power and RGB management doesn't work great on this mobo, sometimes it won't light up, sometimes it will, but PC won't POST. And this is QVL memory. I have also tried with non-RGB memory - same issue. You have to disconnect power completely to discharge some capacitor and let it start (not 100% though).

On one hand - many people have no problems with Dark Hero and praise this mobo as the best, on another - there's a 40 page thread of people returning their mobos just to get another with the same issue. I like feature set on this mobo, but quality control is just absent. 5th mobo of 7 I tested had broken capacitor legs and overall look very poorly assembled. This is beyond acceptable. At first I was frustrated, but now I'm just curious - can I get the working one? I keep sending them back to retailers just to receive another one defective.

I told myself I'd stop at number 10. 3 more attempts and I'm giving up on ASUS products.

Thanks to all people in this thread sharing their stories, suggesting workarounds and mentioning related issues for another mobos from ASUS.
As an alternative to Dark Hero I'm thinking about Gigabyte's AORUS Master or MSI's MEG X570 ACE.

Regards!

---

Hi yobavip, I have also researched for another motherboard, and the only alternative seems to be the MSI MEG X570s Ace Max. The Gigabyte X570 Aorus Xtreme should have the same problems with the sleep mode and some other problems. I am not sure about the Gigabyte Aorus Master. I get back a new Asus dark hero motherboard next week after one month and 12 days! But after all, I guess I will still have the problem. The next motherboard I will buy, first I will search for "problems" about that motherboard in google.

Quote:

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Originally Posted by cosanoma

Hi yobavip, I have also researched for another motherboard, and the only alternative seems to be the MSI MEG X570s Ace Max. The Gigabyte X570 Aorus Xtreme should have the same problems with the sleep mode and some other problems. I am not sure about the Gigabyte Aorus Master. I get back a new Asus dark hero motherboard next week after one month and 12 days! But after all, I guess I will still have the problem. The next motherboard I will buy, first I will search for "problems" about that motherboard in google.

---

can you please link the references for the GIGABYTE X570 AORUS Xtreme having sleep mode issues and some other problems?
as probably lots of people here i am either hoping, that asus fixes all problems with their garbage motherboard or get another motherboard, so i looked at the gigabyte aorus master and the msi meg x570s ace max.

the gigabyte loses: 2nd network adapter, 2 sata parts pcie 4x1 slot.
msi meg x570s ace max loses: 2nd network adapter, potentially loses pcie 4x1 slot (msi support literally wrote nonsense, when asking whether the bottom most slot can be used alongside all 8 sata ports) and ECC SUPPORT. it seems for some reason msi thinks, that basic ecc suport on 450 euro motherboards isn't a senseful feature, despite its implementation cost being close to 0 i assume.

so it is quite a horrible decision to make, because no ECC means, that the system can never get turned into a server or be run as a ZFS storage system ever as ZFS requires ECC (ZFS trust the ram over spinning rust). going with the gigabyte board means losing 2 sata ports and i am already port starved at 6 and buying a decent pci-e sata card might cost 100 euros and then you gotta look at proper driver support in all OSs you use and you are giving up another pci-e slot to use it.... which then means that you lose 2 pci-e slots compared to the dark hero, so now you might not even be able to do pci-e passthrough vms properly in the future, because you might want to use some usb-cards or other stuff just to isolate them for a VM.

also while asus produces motherboards, that catch fire, gigabyte produces PSUs, that explode. difference? asus didn't try to keep the exploding hardware on the market and attack tech journalists for exposing them ( https://www.youtube.com/watch?v=7JmPUr-BeEM )

it's a damn headache finding a motherboard these days, ignoring the fact, that they are massively overcharging for them already.

sorry for the half rant at this point and again please share any references you have for the GIGABYTE X570 AORUS Xtreme as lots here are certainly curious about this too and whether ithe gigabyte aorus master x570s can also be effected by this issue.

Quote:

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Originally Posted by linara

can you please link the references for the GIGABYTE X570 AORUS Xtreme having sleep mode issues and some other problems?
as probably lots of people here i am either hoping, that asus fixes all problems with their garbage motherboard or get another motherboard, so i looked at the gigabyte aorus master and the msi meg x570s ace max.

the gigabyte loses: 2nd network adapter, 2 sata parts pcie 4x1 slot.
msi meg x570s ace max loses: 2nd network adapter, potentially loses pcie 4x1 slot (msi support literally wrote nonsense, when asking whether the bottom most slot can be used alongside all 8 sata ports) and ECC SUPPORT. it seems for some reason msi thinks, that basic ecc suport on 450 euro motherboards isn't a senseful feature, despite its implementation cost being close to 0 i assume.

so it is quite a horrible decision to make, because no ECC means, that the system can never get turned into a server or be run as a ZFS storage system ever as ZFS requires ECC (ZFS trust the ram over spinning rust). going with the gigabyte board means losing 2 sata ports and i am already port starved at 6 and buying a decent pci-e sata card might cost 100 euros and then you gotta look at proper driver support in all OSs you use and you are giving up another pci-e slot to use it.... which then means that you lose 2 pci-e slots compared to the dark hero, so now you might not even be able to do pci-e passthrough vms properly in the future, because you might want to use some usb-cards or other stuff just to isolate them for a VM.

also while asus produces motherboards, that catch fire, gigabyte produces PSUs, that explode. difference? asus didn't try to keep the exploding hardware on the market and attack tech journalists for exposing them ( https://www.youtube.com/watch?v=7JmPUr-BeEM )

it's a damn headache finding a motherboard these days, ignoring the fact, that they are massively overcharging for them already.

sorry for the half rant at this point and again please share any references you have for the GIGABYTE X570 AORUS Xtreme as lots here are certainly curious about this too and whether ithe gigabyte aorus master x570s can also be effected by this issue.

---

I bought the Gigabyte Aorus Master x570s - no issues at all - glad I switched from Asus

/stix

Quote:

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Originally Posted by stixix

I bought the Gigabyte Aorus Master x570s - no issues at all - glad I switched from Asus

/stix

---

Thanks for the confirmation, this is my #1 candidate to replace DH now.

Received (another) Dark Hero replacement from Amazon, made in Vietnam. Same behavior, sending back. 8th in a row. Embarassing.
Like the whole batch is bad or something? Why can't ASUS engineers reproduce an issue then?
It is pretty common combination which doesn't work for many people: R9 5900X, 2x16GB RGB 3600MHz RAM (pick either G Skill or Team from QVL list) and voila - it won't start!

Wow to #8 (and counting). I guess all the current stock of the DH in US distribution were made in Viet Nam, same as the Z690 Hero boards that have the capacitor in backwards, causing catastrophic failures. My serial number indicates my board was made in China and I have not (yet?) experienced this start up problem. Is there a way you can specify that they need to send you a mobo made in China and not one made in Viet Nam? I would assume no with Amazon, but maybe with Asus?

I have always bought Asus ROG boards, even though they are overpriced, mainly because I am used to the Asus Bios layout, and they were great boards. After I bought my Maximus X Hero WIFI I found out that Asus totally changed the entire VRM design in a revision and made no mention of it in their marketing other than to quietly remove a VRM temp sensor that was present in the original design. Recently they had the whole Z690 Hero's catching on fire fiasco, and now this. Gigabyte and MSI both have their issues, and have both been caught doing scummy things, but they do seem to produce some solid boards on occasion. I think Asrock is a spin off of Asus, with mainly lower end boards. Then there is EVGA.

My next build will be either Zen 4 or Meteor Lake. I'm hoping that PCIE5 and DDR5 settle down by then. There was a time when I would just shop Asus mobo's. That may not be the case next time, depending on how this and other issues end up working out. Good luck with #9!!

Quote:

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Originally Posted by BillBittel

Wow to #8 (and counting). I guess all the current stock of the DH in US distribution were made in Viet Nam, same as the Z690 Hero boards that have the capacitor in backwards, causing catastrophic failures. My serial number indicates my board was made in China and I have not (yet?) experienced this start up problem. Is there a way you can specify that they need to send you a mobo made in China and not one made in Viet Nam? I would assume no with Amazon, but maybe with Asus?

I have always bought Asus ROG boards, even though they are overpriced, mainly because I am used to the Asus Bios layout, and they were great boards. After I bought my Maximus X Hero WIFI I found out that Asus totally changed the entire VRM design in a revision and made no mention of it in their marketing other than to quietly remove a VRM temp sensor that was present in the original design. Recently they had the whole Z690 Hero's catching on fire fiasco, and now this. Gigabyte and MSI both have their issues, and have both been caught doing scummy things, but they do seem to produce some solid boards on occasion. I think Asrock is a spin off of Asus, with mainly lower end boards. Then there is EVGA.

My next build will be either Zen 4 or Meteor Lake. I'm hoping that PCIE5 and DDR5 settle down by then. There was a time when I would just shop Asus mobo's. That may not be the case next time, depending on how this and other issues end up working out. Good luck with #9!!

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Thanks a lot! Since Amazon didn't allow me to have a replacement on a replacement I had to refund it. Gigabyte Aorus Master X570S is on the way. Based on Gigabyte performace and ability to run things I'm going to decide if I need 2 more attempts with DH. Not sure if either retailer can allow you to order a piece made in a specific country, especially considering the fact whole or majority of US stock made in Vietnam to a reason of having import fees for goods made in China.

Regarding PCIE5 and DDR5 - exactly my thinking when I started this new build for my new 3080TI. "Zen 3 is a settled down stack by now, should have been tested and most bugs eliminated. I'm gonna choose components based on the reviews and feedbacks. PCIE5 and DDR5 are fresh and way to early to build a PC on it right now". One things I didn't considered that ASUS, Gigabyte, MSI - all manufacturers have top notch boards with 5 to 15% 1 star ratings just based on the poor quality, performace issues, etc.

Before you paid extra dollar for ASUS products and received quality components and some assurance things gonna serve you long. You can't buy that now from either brand, unfortunately.

Quote:

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Originally Posted by BillBittel

Then there is EVGA.

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They are rather new to AMD motherboards but if you live in USA, there customer support and product support is by far the best (that I have ever dealt with). The singapore division, not so much.
I would give them a go.

Quote:

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Originally Posted by yobavip

Received (another) Dark Hero replacement from Amazon, made in Vietnam. Same behavior, sending back. 8th in a row. Embarassing.
Like the whole batch is bad or something? Why can't ASUS engineers reproduce an issue then?
It is pretty common combination which doesn't work for many people: R9 5900X, 2x16GB RGB 3600MHz RAM (pick either G Skill or Team from QVL list) and voila - it won't start!

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8 ??? Wtf
Why would you even go through that many boards haha

Hi NuadaXXX,
Thank you for your video.
I'll consult our tech team more about TPM settings.

Hi yobavip,
If you still get qcode 00 or qled yellow light on and no post with new Dark Hero motherboard, please refer to the following link to check the relevant components.
https://www.asus.com/support/FAQ/1043948/
https://www.asus.com/support/FAQ/1042678/
Thank you.

I live in the EU to be precise in Germany.
My mainboard was made in China and has the same problem. I don't think you can pinpoint the faulty boards at the production site.

Maybe this information will be useful? Cooling the PCH from 75 to 50 degrees Celsius solved the startup issue. For two weeks, the problem has never happened with a cooled chip. I connected an additional fan to chassis_fan 3 and directed it to the PCH heatsink.

Quote:

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Originally Posted by HelHel

Maybe this information will be useful? Cooling the PCH from 75 to 50 degrees Celsius solved the startup issue. For two weeks, the problem has never happened with a cooled chip. I connected an additional fan to chassis_fan 3 and directed it to the PCH heatsink.

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Interesting find! Could some other try this out ?
Also could you provide more info ? Because when I had this happen, turning the PC on after hours means it is completely cooled down, or do you mean the pch temp when shutting the pc down?
Anyway, might be worth others check this in case there is a connection with temp

This is the first thing than popped into my mind. If you are starting up after the VRM's have cooled down to ambient, then they are ambient when you try to start up.

Quote:

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Originally Posted by NuadaXXX

Bios 3904 = https://www.youtube.com/watch?v=ZmErez863eI

it swap back automaticly in the older bios not.

and please say that guys also they need to look at soc voltage if i set 1.1 it is 0.8-09 i need to set it to 1.1250v then it is 1.1. that is also not normal.

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Hi NuadaXXX,
Please adjust the setting below to disable fTPM.
Advanced\Trusted Computing\Security Device Support >Disable
Thank you.

Quote:

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Originally Posted by JBROG87

Interesting find! Could some other try this out ?
Also could you provide more info ? Because when I had this happen, turning the PC on after hours means it is completely cooled down, or do you mean the pch temp when shutting the pc down?
Anyway, might be worth others check this in case there is a connection with temp

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I meant the temperature of the PCH before turning off PC.
Without cooling, the temperature of the PCH was always 75-85 degrees Celsius, depending on the load. I did not like this temperature and I added cooling to the chip. Now the temperature does not exceed 50 degrees and the bonus is startup PC without problems.
I measured the temperature using the HWiNFO64 program.

Quote:

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Originally Posted by HelHel

I meant the temperature of the PCH before turning off PC.
Without cooling, the temperature of the PCH was always 75-85 degrees Celsius, depending on the load. I did not like this temperature and I added cooling to the chip. Now the temperature does not exceed 50 degrees and the bonus is startup PC without problems.
I measured the temperature using the HWiNFO64 program.

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OK that makes sense but more generally, I can't see how VRM operating temp would affect a later power up. Still worth a try. The worst thing that can happen is you end up with cooler VRM's.

Quote:

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Originally Posted by BillBittel

OK that makes sense but more generally, I can't see how VRM operating temp would affect a later power up. Still worth a try. The worst thing that can happen is you end up with cooler VRM's.

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Why VRM? I was talking about the x570 chip (PCH).

Quote:

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Originally Posted by STARRAIN@ROG

Hi NuadaXXX,
Please adjust the setting below to disable fTPM.
Advanced\Trusted Computing\Security Device Support >Disable
Thank you.

---

hi thx for ur answer, i have found some days befor that option.

but pls say also the programmers, that the soc-Voltage is not accurate, because for that, there is no way to fix it.

Hi NuadaXXX,
Do you check soc-Voltage in bios or though apps?
May I have the following information?
- the bios settings(.CMO files) and a video about oc voltage if you set 1.1 it is 0.8-09 and need to set it to 1.1250v then it is 1.1.
- the brand and the model name of CPU, RAM, graphics card and PSU
Please check the specific model name such as G.SKILL F4-4400C19D-16GTZSW
- OS version and OS build
Thank you.

Quote:

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Originally Posted by HelHel

Why VRM? I was talking about the x570 chip (PCH).

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Oh you are right. My bad. I stand corrected. Chipset, not VRM's.

Quote:

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Originally Posted by STARRAIN@ROG

Hi NuadaXXX,
Do you check soc-Voltage in bios or though apps?
May I have the following information?
- the bios settings(.CMO files) and a video about oc voltage if you set 1.1 it is 0.8-09 and need to set it to 1.1250v then it is 1.1.
- the brand and the model name of CPU, RAM, graphics card and PSU
Please check the specific model name such as G.SKILL F4-4400C19D-16GTZSW
- OS version and OS build
Thank you.

---

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Hi, i think a Pic is enough, and the voltage is the same in bios and in HWinfo64.

PIC1 = https://postimg.cc/vxntJgMQ
PIC2 = https://postimg.cc/B8yHcTPm

CMO = https://easyupload.io/635od2

CPU = 5950x

RAM = F4-3600C16-16GTZNC (i can set what i want also 800 mhz but the voltage is still not accurate.)
and Ram has 1.376v but in bios is set 1.3850v Also not correct...

GPU = ASUS 3090 STRIX OC

PSU = be quiet! Straight Power 11 Platinum 1200W

WIN 11 - BUILD 22000.438 (it is the same problem with win 10)

it must be a problem from the board i have read more post about the same problem.

Have a nice day

Has anyone made progress on discovering the root of the issue?
How about the PCH temperature as reported here recently?
According to HWInfo, my PCH does not go over 70c since I have good airflow over the PCH area in my case. This should be well within acceptable temperatures but still, any connection to startup issues and PCH temps ?

Quote:

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Originally Posted by STARRAIN@ROG

Hi all,
Although our tech team cannot reproduce the issue with the motherboard on hand, some customers have sent the motherboard to RMA.
We cannot reproduce the issue on all of those customers' motherboards but we have seen the issue few times.
However, it doesn't occur every time, so it is hard to reproduce the issue. We need more time to do further experiments to find the root cause.
Sorry for any inconvenience caused.

---

it has been over 20 days since your last actual "update" on the start up issue problem.
what's going on? do the engineers know now what is causing the problem, are they better at reproducing the problem?
WHAT IS GOING ON?

also how many are working for how many hours each week on this problem?
we are at over 6 months of this issue getting basically ignored by asus. as people buying 450 euro motherboards, we'd like to know how many resources asus puts behind 450 euro motherboards LITERALLY NOT STARTING UP!

if this was a server motherboard, the issue would have been fixed over 4 months ago without a question.

Quote:

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Originally Posted by linara

it has been over 20 days since your last actual "update" on the start up issue problem.
what's going on? do the engineers know now what is causing the problem, are they better at reproducing the problem?
WHAT IS GOING ON?

also how many are working for how many hours each week on this problem?
we are at over 6 months of this issue getting basically ignored by asus. as people buying 450 euro motherboards, we'd like to know how many resources asus puts behind 450 euro motherboards LITERALLY NOT STARTING UP!

if this was a server motherboard, the issue would have been fixed over 4 months ago without a question.

---

I have send a PM to STARRAIN@ROG today, just a few hours ago.

Quote:

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Originally Posted by Xairoo

Quote:

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Originally Posted by STARRAIN@ROG

Quote:

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Originally Posted by Xairoo

Hi STARRAIN@ROG,

you could post an weekly update. Friday would be a good day.
Asus could share the current state.
That will bring back some trust.

I know the issue is really hard to reproduce. But people want to know what's currently going on and maybe how.

Thanks and best regards
Xairoo

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Hi Xairoo,
I'm afraid our tech team is doing the experiment to check if they find the root cause.
Because it doesn't occur every time, although it doesn't occur after make some change, it might be fake.
Thank you.

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Hi,

guess you try to fix it with the BIOS? If yes, you could share these versions with the public. Will result in more running tests.
But that versions should only be listed in the specific thread to keep the test group small.

Cheers

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Quote:

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Originally Posted by linara

it has been over 20 days since your last actual "update" on the start up issue problem.
what's going on? do the engineers know now what is causing the problem, are they better at reproducing the problem?
WHAT IS GOING ON?

also how many are working for how many hours each week on this problem?
we are at over 6 months of this issue getting basically ignored by asus. as people buying 450 euro motherboards, we'd like to know how many resources asus puts behind 450 euro motherboards LITERALLY NOT STARTING UP!

if this was a server motherboard, the issue would have been fixed over 4 months ago without a question.

---

I don't know his schedule but a lot of people take extended vacations around Lunar New Year so he may not actually be working right now. Same goes for the engineers. Of course that doesn't account for your 6 months figure but this is definitely a more difficult time of year, currently.

Quote:

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Originally Posted by xeromist

I don't know his schedule but a lot of people take extended vacations around Lunar New Year so he may not actually be working right now. Same goes for the engineers. Of course that doesn't account for your 6 months figure but this is definitely a more difficult time of year, currently.

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This is true for China, but can be ignored for the rest of the world. Also it has just started, they worked until a few days ago (we stopped submitting orders to China last week because they could get lost within the next 3 weeks while Lunar New Year) https://en.wikipedia.org/wiki/Lunar_New_Year
I thought the Asus tech team is not located in Asia.

Let us wait for a more detailed update from Asus.

Quote:

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Originally Posted by Xairoo

Because it doesn't occur every time, although it doesn't occur after make some change, it might be fake.

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So, ASUS thinks that this issue is fake? wtf? I can record a video of that thing wont start. F*king fake my *ss

Quote:

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Originally Posted by outofdate

So, ASUS thinks that this issue is fake? wtf? I can record a video of that thing wont start. F*king fake my *ss

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No, because they have seen it.
I think they mean a not working fix. Just badly chosen words.

Quote:

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Originally Posted by STARRAIN@ROG

Hi Xairoo,
Our tech team have found a possible solution for the startup issue, but I'm afraid it can be only done in our repair center.
Could you please send your motherboard to our RMA and share the serial number to me?
I'll inform our local repair center to take care of your motherboard after received it.
Thank you.

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That's my answer:

Hi,

the issue doesn't appear every day since I have the replacement (I told you and ATM it didn't happened since weeks?!).

Returning the board will result in having no workstation for many weeks.
Getting a new board in the meanwhile, I have to spend about 450 USD.
When I got the old board back, I have two boards. Selling one will result in wasting a lot of money.

That isn't a good solution. 99% of the other customers would tell you the same.

For this kind of issue, because it's not only one customer, Asus should offer a replacement program.

1.)
- ask the customer for the address and serial number + photo of the serial to avoid typos
- customer buys a new board (same model)
- customer will return the old board
- customer will get his money back, from Asus or the distributor (no one cares if this isn't possible, because it is and it's called good customer care)

OR

2.)
- ask the customer for the address and serial number + photo of the serial to avoid typos
- customer gets a new board from Asus (or they tell the distributors to send one)
- customer will return the old board

Hi NuadaXXX,
Is the ram model F4-3600C16D-16GTZNC?
Could you please also share a picture of ram voltage information in bios?
Thank you.

Quote:

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Originally Posted by STARRAIN@ROG

Hi Xairoo,
I'm sorry we cannot provide the replacement, and the repair can be only done in our repair center.
If you don't want to send RMA, could you please consult the dealer to see if you can get a refund from the dealer?
Sorry for any inconvenience caused.

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The manufacturer is not able to handle this?
Wow. We have never seen people getting products directly from the manufacturers. Hahaha...
The difference is: Giving products away for advertising makes sense. Handling a massive failure for many people doesn't make fun, ah, I mean, doesn't bring money.

Customer care is something that Asus doesn't want to provide.

I will never ever buy from Asus again. No matter what kind of product, because I want good customer care.

Wow, interesting.

So, if I understand correctly:

• Asus have now found a solution to the startup issue (without updating everyone here?)
• The issue was due to a hardware fault, so a physical board modification is required
• We have to send in our own boards and wait weeks until they come back, with an unusable system in the meantime

Asus: this is unacceptable. This is not a normal sporadic, post-sale hardware issue that needs to be fixed after a period of customer use. This is a widespread, intrinsic fault at the moment of sale and therefore should not result in customers having to be without a system for the period of repair.

If this issue were announced to a broader audience of Asus consumers, it would be really affect their future manufacturer selection.