Asus dark hero startup issue ?

So after all this time Asus quietly found a solution that involves sending it back?
Like others have said, that means weeks without a working computer plus the headache of removing the motherboard from a big build which you can imagine is basically rebuilding a PC from scratch... a lot of work.

This can't be fixed via Bios update ? And the issue is caused by a hardware defect ?
Just shocking, I can't believe this is happening.

Could Asus provide more info on the cause of the issue? What does the repair involve ?
I now switch off the PC completely every time anyway, so for me the startup issue is "solved" simply by not using sleep etc.
Will this issue at some point brick the board or what is the advice ?

Quote:

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Originally Posted by Xairoo

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

---

OR

Do you think it is possible to create a kind of collective or even a petition in hope to be heard?

How many people have fallen into the trap, and follow this thread perhaps silently but would like to be heard!

If this case (scam) comes out in public, maybe ASUS will deign to consider its users a little.

It's so frustrating...

Quote:

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Originally Posted by tony-rambo

OR

Do you think it is possible to create a kind of collective or even a petition in hope to be heard?

How many people have fallen into the trap, and follow this thread perhaps silently but would like to be heard!

If this case (scam) comes out in public, maybe ASUS will deign to consider its users a little.

It's so frustrating...

---

I don't think Asus will take care of such a petition. A well known influencer should talk about that, that will help. But... you don't **** where you eat. Of course there are some how can do this. But who will care? Tell Linus and co., maybe someone will make it real public.

Gamer's Nexus might be better. He loves tearing into manufacturers for issues like this.

Quote:

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Originally Posted by BillBittel

Gamer's Nexus might be better. He loves tearing into manufacturers for issues like this.

---

Let him know! I just wrote GN a mail.

Maybe it's better to archive this thread, so you can use these links:

Code:

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https://web.archive.org/web/20220102085404/https://rog.asus.com/forum/printthread.php?t=125064&pp=40&page=1
https://web.archive.org/web/20220102085404/https://rog.asus.com/forum/printthread.php?t=125064&pp=40&page=2
https://web.archive.org/web/20220102085404/https://rog.asus.com/forum/printthread.php?t=125064&pp=40&page=3
https://web.archive.org/web/20220102085404/https://rog.asus.com/forum/printthread.php?t=125064&pp=40&page=4
https://web.archive.org/web/20220102085404/https://rog.asus.com/forum/printthread.php?t=125064&pp=40&page=5
https://web.archive.org/web/20220102085404/https://rog.asus.com/forum/printthread.php?t=125064&pp=40&page=6
https://web.archive.org/web/20220102085404/https://rog.asus.com/forum/printthread.php?t=125064&pp=40&page=7
https://web.archive.org/web/20220102085404/https://rog.asus.com/forum/printthread.php?t=125064&pp=40&page=8
https://web.archive.org/web/20220102085404/https://rog.asus.com/forum/printthread.php?t=125064&pp=40&page=9
https://web.archive.org/web/20220102085404/https://rog.asus.com/forum/printthread.php?t=125064&pp=40&page=10
https://web.archive.org/web/20220102085404/https://rog.asus.com/forum/printthread.php?t=125064&pp=40&page=11
https://web.archive.org/web/20220102085404/https://rog.asus.com/forum/printthread.php?t=125064&pp=40&page=12

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I, for one, have been following this thread. It would be great if Gamers Nexus did a video on this. Asus' response has been abysmal so far. I'm having the same problem - erratic startup problems - but once the computer is on it seems to stay on. Did the build last July.

Hope we can get a satisfactory resolution to this!

STARRAIN@ROG
Can we have an explanation what is going on with this issue? Has engineering team been able to identify the source of the issue?

Quote:

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Originally Posted by outofdate

STARRAIN@ROG
Can we have an explanation what is going on with this issue? Has engineering team been able to identify the source of the issue?

---

That was a private message:

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.

---

https://rog.asus.com/forum/showthrea...e44#post856615

Quote:

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Originally Posted by Xairoo

That was a private message:



https://rog.asus.com/forum/showthrea...e44#post856615

---

I have seen your message before. It doesn't explains what is going on, tho.

Quote:

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Originally Posted by outofdate

I have seen your message before. It doesn't explains what is going on, tho.

---

Also the word "possible" makes it too mystic.
Guess they have to replace a IC. I would like to hear the solution too. Perhaps it can easily fixed with some soldering, if it's not an insane BGA or 0603 resistor which you can inhale... ;)

Asus, tell us more.

Yea I also got asked in Private message to send in my board via RMA for a "possible fix". But he was unable to provide any more information about what the repair involves.

I am guessing he does not want to share the exact details because it would probably reveal the mistake that was made, whether that is putting a component upside down on the board or what ever...

I response was that I don't want to RMA my board, I am using my PC daily for work and fun and I literally can't have my system out of service for weeks because Asus screwed up. Considering that this start up issue is circumvented by simply turning the PC off (using S4+S5 in Bios), it does not have any operational issues.

This is also due to the motherboard being inside a big watercooled PC, it would literally take me hours to remove it, and then hours to re-build the PC from scratch.
A huge amount of effort.

Quote:

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Originally Posted by JBROG87

I response was that I don't want to RMA my board, I am using my PC daily for work and fun and I literally can't have my system out of service for weeks because Asus screwed up. Considering that this start up issue is circumvented by simply turning the PC off (using S4+S5 in Bios), it does not have any operational issues.

This is also due to the motherboard being inside a big watercooled PC, it would literally take me hours to remove it, and then hours to re-build the PC from scratch.
A huge amount of effort.

---

Pretty much the same.

Quote:

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Originally Posted by STARRAIN@ROG

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

---

there is one bios PIC 1 with voltage https://postimg.cc/vxntJgMQ
it is oc at the moment but its allways wrong with oc or without with DOCP or without


on the RAM-Stick it is that PIC > https://postimg.cc/c6GMK1Cr

but in CPU Z it shows F4-3600C16-16GTZNC (without D)

Quote:

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Originally Posted by NuadaXXX

there is one bios PIC 1 with voltage https://postimg.cc/vxntJgMQ
it is oc at the moment but its allways wrong with oc or without with DOCP or without


on the RAM-Stick it is that PIC > https://postimg.cc/c6GMK1Cr

but in CPU Z it shows F4-3600C16-16GTZNC (without D)

---

Is this related to the startup/sleep issue? I don't think so.
Create a new topic instead of hijacking this thread.
Let's keep this thread clean.

An update...

Quote:

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Originally Posted by STARRAIN@ROG

Hi Xairoo,
May I have the serial number of the motherboard you using now?
We'll discuss internal again to see id there is any other way to deal with your case, but it would take few days.
If you prefer to get a refund from the dealer, please also let me know.
Thank you.

---

My answer:

Quote:

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Hi,

Old board SN: M7M0KC3782619SN
New board SN: M7M0KC208304BLD

I just want a working X570 board with no chipset fan an no replacement hell.

What I have noticed:
Since a longer time I didn't ran into this issue.
The new board also had longer periods without that issue with same sleep cycle as the old.

But since a few weeks I put the system only 2 times (sometimes 3 times) into sleep mode each day.

Since doing so, I don't have random wake crashes (not the wake issue) anymore: The crash happened always only at night when I wake my system automatically using WOL for backups. After a crash I am missing some of my open applications (like windows terminal an other dev tools).
But no idea if this is really related to the sleep problem, but I guess. Also I haven't checked the logs for the reason (if there is some).

Cheers

---

Quote:

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Originally Posted by Xairoo

Is this related to the startup/sleep issue? I don't think so.
Create a new topic instead of hijacking this thread.
Let's keep this thread clean.

---

Maybe the wrong ram allocation does trigger it no one knows
apart from that, make not so as like you have something to say here.

So some here in the forum are offered the opportunity to send in their mainboards and the others look down the drain.

If the error has been found, why not just start an exchange program.
You have to show the invoice + a picture of the serial number and you get a brand new mainboard.

I don't want to send my mainboard in for a repair because then my PC won't be usable for weeks. If I send in my motherboard, will I get mine back? Or do I get some repaired mainboard back that looks like someone played football with it. My motherboard looks brand new.

This is all very frustrating.

Quote:

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Originally Posted by BASI1990

So some here in the forum are offered the opportunity to send in their mainboards and the others look down the drain.

If the error has been found, why not just start an exchange program.
You have to show the invoice + a picture of the serial number and you get a brand new mainboard.

I don't want to send my mainboard in for a repair because then my PC won't be usable for weeks. If I send in my motherboard, will I get mine back? Or do I get some repaired mainboard back that looks like someone played football with it. My motherboard looks brand new.

This is all very frustrating.

---

There isn't enough public outrage, so we don't get advance exchanges.
Companies only get fair to consumers when they get public pressure.

I had the same problem twice, any solution?

Quote:

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Originally Posted by infoxpc

I had the same problem twice, any solution?

---

It's a hardware defect caused by poor manufacturing.
The solution is to disassemble your PC and send your motherboard to Asus, wait a few weeks or months and then they return it with a 'possible fix' and it might then work, if not, try again

Or go for a different manufacturer

Quote:

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Originally Posted by JBROG87

It's a hardware defect caused by poor manufacturing.
The solution is to disassemble your PC and send your motherboard to Asus, wait a few weeks or months and then they return it with a 'possible fix' and it might then work, if not, try again

Or go for a different manufacturer

---

A friend has the 3 mb and still the same error, and here on the whole sites there are several who have the same problem.
I wouldn't be so 100% sure that it's just the hardware

Has it been confirmed that everyone that has a board with this issue has a board made in Viet Nam?

Part number 90MB1760-M0AAY0 is made in China.

Part number 90MB1760-MVAAY0 is made in Viet Nam.

My understanding is that most, but not all Asus boards purchased in the US are made in Viet Nam to avoid the input tarriffs on products made in China. I bought my Dark Hero from New Egg in January 2021 and it has the Chinese version part number. My board has never had this power up issue.

The Z690 Hero boards with the backwards capacitor (sometimes resulting in catastrophic failures) were all made in Viet Nam. People who work in the circuit board fabrication industry have said that an error like that should have been caught at multiple stages of automatic QC checks that are standard practice. This makes we wonder what is going on with the Asus factory in Viet Nam. In the Z690 Hero case, once the problem started getting press, they started an exchange program, but I have read that some people are being told that they have to pay to return their defective board, and that what's coming back are refurbished boards. If this is a hardware or assembly error, Asus should do advance replacements with BRAND NEW boards like EVGA did with their failing 3090's.

No, my board was produced in China and has the same error, but I already answered you this question a few pages earlier in the topic.
Why are you asking again, are you reading this topic at all or are you throwing in claims just because the problem with the other mainboard only affected the boards from Vietnam?

My mainboard was bought in the EU from a German seller.

In a forum here in Germany, many have this booting problem and their mainboards were all produced in China. I think most Dark Hero boards in the EU come from China.

Mine 90MB1760-M0EAY0 made in China, bought in Russia.

Apart from the fact that in the future I would warn everyone around me to avoid the ASUS brand, and would encourage them to do the same, I unfortunately need to be able to benefit from the WOL functionality, and faced with the silence of ASUS, forces me to look for a replacement card.

What do you think of the "X570S Aorus Master" ? Do you know if there are "serious" problems also with this card?

M0eay0

Quote:

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Originally Posted by BillBittel

Has it been confirmed that everyone that has a board with this issue has a board made in Viet Nam?

Part number 90MB1760-M0AAY0 is made in China.

Part number 90MB1760-MVAAY0 is made in Viet Nam.

---

My part number is 90MB1760-MVAAY0, which is apparently the one made in Vietnam.

Tonight the computer shut off completely about 10 minutes after I had started streaming the Superbowl. Normally it just won't come back from sleep state or it won't turn on.

Mike

Quote:

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Originally Posted by NuadaXXX

There isn't enough public outrage, so we don't get advance exchanges.
Companies only get fair to consumers when they get public pressure.

---

That's why people should tell this issue some Youtubers like Gamers Nexus https://www.youtube.com/channel/UChI...ZI9w6d6FhwGGHA and cross the fingers, that they'll talk about that issue ;-)

I already let him know.

Quote:

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Originally Posted by mbarry

My part number is 90MB1760-MVAAY0, which is apparently the one made in Vietnam.

Tonight the computer shut off completely about 10 minutes after I had started streaming the Superbowl. Normally it just won't come back from sleep state or it won't turn on.

Mike

---

Yes that's right, you have to turn off the Power Supply completely, wait a bit, then turn it back on. PC should then turn on (after loosing your sleep state and loosing any unsaved work).
Just because Asus doesn't know how to make Motherboards anymore

Quote:

---

Originally Posted by BASI1990

No, my board was produced in China and has the same error, but I already answered you this question a few pages earlier in the topic.
Why are you asking again, are you reading this topic at all or are you throwing in claims just because the problem with the other mainboard only affected the boards from Vietnam?

My mainboard was bought in the EU from a German seller.

In a forum here in Germany, many have this booting problem and their mainboards were all produced in China. I think most Dark Hero boards in the EU come from China.

---

Sorry. I did not mean to upset you. i posted about the Viet Nam vs China variable again because there are new people posting in this thread that maybe did not go back and read through all of the older posts. I thought if everyone checked the model number of their board, a pattern may emerge. I understand that some boards with the startup issure were made in China but lf it was discovered that most of the affected boards were made in Viet Nam, it may be relevant. Since this seems to have upset you for some reason I will drop it and butt out. My Dark Hero has never had this start up issue so I really don't have a dog in this fight. I was just trying to be helpful to those that do have the start up problem. Apologies for trying to be helpful. Good luck getting it resolved.

Quote:

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Originally Posted by BillBittel

Sorry. I did not mean to upset you. i posted about the Viet Nam vs China variable again because there are new people posting in this thread that maybe did not go back and read through all of the older posts. I thought if everyone checked the model number of their board, a pattern may emerge. I understand that some boards with the startup issure were made in China but lf it was discovered that most of the affected boards were made in Viet Nam, it may be relevant. Since this seems to have upset you for some reason I will drop it and butt out. My Dark Hero has never had this start up issue so I really don't have a dog in this fight. I was just trying to be helpful to those that do have the start up problem. Apologies for trying to be helpful. Good luck getting it resolved.

---

I'm sorry had a bad day and unfortunately the motherboard issue is very annoying. Shouldn't be an excuse for my wrongdoing, sorry again.

Quote:

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Originally Posted by BASI1990

I'm sorry had a bad day and unfortunately the motherboard issue is very annoying. Shouldn't be an excuse for my wrongdoing, sorry again.

---

No problem. I understand your frustration. Asus does not seem to be doing a whole lot about this issue. I hope it starts getting some real exposure by Gamer's Nexus or whomever. Asus really seems to be slipping on their top end boards. I don't know what platform my next build will be on but I am definitely going to wait awhile for reviews and customer feedback before buying another Asus mobo.

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.

---

this has been the last direct response from asus to the START-UP issue.
so their last direct comment on the START-up issue has been 36 days ago!!!!
mind you other companies have entire replacement programs for broken hardware going within 36 days.

asus doesn't even put out an updated response to an issue in over a month!
this is just pure insulting insanity.

of course thanks to the others in the community, that provided their personal messages with asus and what not, to give us an a little bit better picture, that asus seemingly refuses to share with us.

so asus: PROVIDE AN UPDATE!

STARRAIN@ROG has been posting on the other Asus Z690 Hero problem thread (HERO Z690 HAVING ISSUES WITH GETTING WINDOWS ERRORS AND NVME DRIVE NOT WORKING) https://rog.asus.com/forum/showthrea...e18#post857536

Maybe you could post over there and ask them to please stop ignoring this thread.

Quote:

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Originally Posted by BillBittel

STARRAIN@ROG has been posting on the other Asus Z690 Hero problem thread (HERO Z690 HAVING ISSUES WITH GETTING WINDOWS ERRORS AND NVME DRIVE NOT WORKING) https://rog.asus.com/forum/showthrea...e18#post857536

Maybe you could post over there and ask them to please stop ignoring this thread.

---

i wrote the reminder with the demand of an update in the z690 thread:
https://rog.asus.com/forum/showthrea...709#post857709

who wants to bet, that it will get ignored too?

New update, private message (02-17-2022 07:52 AM):

Quote:

---

Originally Posted by STARRAIN@ROG

Hi Xairoo,
For your feedback and request, we are discussing to build a replacement plan.
However, we don't have such service process, so it may take quite long time to discuss with our each local team and the related department. The estimated time is 45 days.
Are you willing to wait 45 days?
Thank you.

---

Don't know why he doesn't post this in public. Maybe to prevent some scammers to return none broken boards. I could understand this, the issue doesn't happen all the time, so it's really hard to proof it and there are many "special" people.

That was my answer:

Quote:

---

Hello STARRAIN@ROG,

I hope I didn't misunderstand you: You are talking about a plan to ship new boards before you get the faulty board? If yes, waiting a few more days (or 45) is totally okay. Since Asus works on a good solution for the customers, it's all okay.
Guess no one will have a problem with this time span.

it's totally understandable that Asus wants to avoid abuses, like customers won't return the board after they got the new one.
So it's also fine if you would ask for a better proof, like the invoice of the board.

Cheers

---

Wow this issue is still ongoing?! My replacement board has been good so far, touch wood, but I do worry what may happen. Just have to hope this one stays good, its been fine and I have thrown a lot at it, but you never know, if there was a bad batch of components then problems may take time to manifest themselves.
My plan is to upgrade to DDR5/PCIe 5 in the next year, so I just keep my fingers crossed the board holds until then.
As far as features and performance goes, the board is stellar, perfect for my needs, but yeah, the feeling of the potential for impending doom is pretty awful, every time I power up the system there's a kinda moment where I think.. will it? :rolleyes:

For me, this whole issue started way back in May '21, on my CH8 wi-fi board.
Exact same fault as on these DH boards have, so no startup, nothing at all happens when you try to start it and you have to power off the PS until the board LED's go out and then it starts fine. It's obviously a common fault between the boards.
I posted my thoughts a while back about it . Probably a single component is defective or loose or mounted incorrectly.
So that's 9 months now.

You guys hanging in there with your faulty boards amaze me, actually.
I understand some people not wanting to return their board as they're using it, but I cant see any fix coming, ever. Its hardware, not software.
My concern would be if the problem degrades further and one day you cant start the board at all? Or worse, i.e.: something catches fire?
If they hadn't refunded me I would have just junked it myself and gone with another brand, written off the cost and probably never bought ASUS again.
My rig has to be reliable.

I'm curious to know why you are hanging in here?

I got the following response from ASUS privately:

----------------------------------------------------------------------------------------------------

Hi mbarry,
Do you also have the startup issue that cannot startup after shutdown or from sleep mode randomly and you have to switch the PSU off and on to startup?
May I have the serial number of your motherboard?
Thank you.
Hello

Yes, I'm having the same startup issue as many of the people in the forum are reporting. In addition to that, tonight the computer just shut off while I was streaming live television. That's the first time it's happened to me.

The serial number is XXXXXXXXXXXXXXXXXXXXX

The part number is 90MB1760-MVAAY0, which apparently is the model that's made in Vietnam.

I purchased this XXXXXXXXXXXXXX from Amazon.com. The order number from Amazon.com is XXXXXXXXXXXXXXXXXXXXXXXX

The RAM I purchased and am using in this computer is CORSAIR VENGEANCE RGB PRO 32GB (4x8GB) DDR4 3600MHz C18 LED Desktop Memory - Black. The CPU is AMD Ryzen 9 5950X.

I just registered this motherboard on ASUS's site a few minutes ago when I realized I hadn't done that when I purchased it last summer.

Mike


Hi mbarry,
Thank you for your reply.
May I know which country you live in?

Yes, I live in the United States.

Hi mbarry,
We have received request about a replacement and we are discussing to build such process for this case in each area.
However, it may take quite long time to discuss with our each local team and the related department. The estimated time is 45 days.
Are you willing to wait 45 days?
Thank you.
Hello

Yes, I would be willing to wait 45 days if

1) I can keep using my motherboard with the shut-down/start-up problem during those 45 days and
2) Asus sends me a brand new, never been sold or used before replacement of the exact motherboard I have (ROG Crosshair VIII Dark Hero).

Thank you -

Mike

Hi mbarry,
Thank you for your reply. I'll forward your feedback to our internal discussion.

Quote:

---

Originally Posted by AsusExplorer

I'm curious to know why you are hanging in here?

---

because feature wise, this is the brand, that has the closest alternative motherboard and even there you give up a lot:
https://www.youtube.com/watch?v=7JmPUr-BeEM

so personally speaking, it is not, that i want to buy an asus motherboard, but that the other brand option, that already is worse feature wise A LOT, is attacks tech journalists, after said tech journalists point out, that their products literally catch on fire.
said other brand (gigabyte) also went on to deliberately put their fire cracker product, that by design is expected to take out lots of other hardware when it goes boom, together with graphics cards through newegg, as they tried to dumb their garbage onto poor customers.
and after all this came out, newegg and gigabyte actually dared to refuse returns of just the fire cracker psu and only would accept psu + graphics card returns for a while.

so to put it simply, the issue is that most of the tech industry completely sucks and anti consumer behavior is everywhere and most are already looking for the least evil option out there.

I also got a PM a repair that goes along with sending in the mainboard apparently takes about 45 days. But ASUS seems to be working on a solution where you don't have to send in the mainboard until you have a replacement.