Asus dark hero startup issue ?

Hi hakai,
Sorry to keep you waiting.
I've notified our team to look into your RMA case. They received your motherboard on 11/4, but haven't reproduced the issue in repair center.
If you have any other idea helping us to reproduce the issue easier(such as specific bios settings), please let me know.
I'll keep follow up this case.
Sorry for any inconvenience caused.

Quote:

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Originally Posted by STARRAIN@ROG

Hi hakai,
Sorry to keep you waiting.
I've notified our team to look into your RMA case. They received your motherboard on 11/4, but haven't reproduced the issue in repair center.
If you have any other idea helping us to reproduce the issue easier(such as specific bios settings), please let me know.
I'll keep follow up this case.
Sorry for any inconvenience caused.

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No special tweaking necessary to reproduce. Happens on default bios settings or with docp enabled. Just have them set the pc to sleep and wake it up and set to sleep again and try to wake until it happens. Shouldn’t take too many attempts from my experience.Â*

You mention they haven’t been able to reproduce; do you by any chance know what configuration was used to test? 5800x-5950x cpus and similar ram as others have mentioned in their specs?Â*

Hi STARRAIN@ROG,

did you guys already received my board? I returned it on 28.10.2021, you already have the RMA number.
Guess the RMA stuff would not be transported using a ship ;-) so you should hopefully have it.

I haven't done a BIOS reset before returning it. Anyway, this doesn't make a difference.

Let me know if I could help.

Anyway... still no problems with the new board.

Quote:

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Originally Posted by STARRAIN@ROG

Hi von_nihil,
Thank you for your reply.
Do you remember the serial number of the old motherboard? If yes, may I have the serial number via PM?
If you shut down or put it to sleep mode and then turn it on or wake it up immediately, does the issue occur?
May I know the temperature at the place you put the pc while the issue occurs?
Thank you.

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I've PMd you the serial number of the old board.

When the fault occurs, it occurs immediately -- no need to leave the system asleep or powered off for some time. It occurs about 1 in every 10 sleep/power-off cycles. Temperature of the room is about 22-24 degrees Celsius.

You can also see immediately that the fault has occurred also by observing the 'start' button light on the MB when the lights are in stealth mode -- when the fault occurs, the 'start' button light doesn't enter stealth mode and remains on. Immediately trying to wake or power on the system in that situation results in nothing happening, without isolation the PSU from power for a period.

I mentioned that I started to notice this fault on my new Dark Hero too. I can send you the serial number of that, if it's helpful.

Google translate, sorry. As I wrote above, I also encountered the problem discussed here. At the moment, the bios settings are by default and S4-S5 is enabled, the bios version is 3801, the computer turns on normally for three days. I'll keep watching

I have a Dark Hero x570 @bios 3801 with the same problem, and I updated it directly after first start.

But i have news to tell a friend has also a dark Hero but months longer as me. and he had never that problems, but 3 day before he updated form Org 3601 to 3801 and now he has the same problems, we had again up/down updated to 3601 but the problem doesn't go away anymore, its now bugged i think it has something to do with the bios. this bios has also volt issues and more if i do soc to 1.1 it stay on 1.080 and the Dram Voltage is also not accurate, i have read from many ppls in the internet they have all the same problems with the voltage, maybe this Bios has also shutdown voltage issues and this triggers that problem.

sounds for me realistic

Hi hakai,
I'm not sure there are the similar components in the repair center.
I'll consult our US team about it.
Have you shut down or put it to sleep mode and then turn it on or wake it up immediately, did the issue occur?
May I know the temperature at the place you put the pc while the issue occurs?
Thank you.

Hi Xairoo,
We are waiting for the distributor send back your old board.
Have you shut down or put it to sleep mode and then turn it on or wake it up immediately, did the issue occur?
May I know the temperature at the place you put the pc while the issue occurs?
Thank you.

Hi von_nihil,
Thank you for your information.
Please also share the serial number of the new motherboard to me via PM.
Thank you.

Hi lexis-ermakov,
If you shut down or put it to sleep mode and then turn it on or wake it up immediately, does the issue occur?
May I know the temperature at the place you put the pc while the issue occurs?
Thank you.

Hi NuadaXXX,
May I have the serial number of your motherboard and your friend's?
If you shut down or put it to sleep mode and then turn it on or wake it up immediately, does the issue occur?
May I know the temperature at the place you put the pc while the issue occurs?
Thank you.

Quote:

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Originally Posted by STARRAIN@ROG

Hi Xairoo,
We are waiting for the distributor send back your old board.
Have you shut down or put it to sleep mode and then turn it on or wake it up immediately, did the issue occur?
May I know the temperature at the place you put the pc while the issue occurs?
Thank you.

---

Both, mostly sleep (tested sleep more often). I waited always about ~5-10 seconds when I tested it.
~24 °C constantly, in the edge of a room, no breeze while ventilate the room.

Hi Xairoo,
Thank you for your information.
I'll tidy up everyone's information to see if there is any clue about this issue.

Quote:

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Originally Posted by STARRAIN@ROG

Hi JerJer123,
I know you have sent RMA, but I need some information for internal tracking.
Could you please share the information to me via PM?
- the serial number and RMA number of the motherboard
- How often do the issue occur on bios 3801? 40%? Did it only occur on sleep mode or you also have the issue after shutdown? If you put it to sleep mode and wake it up immediately, does the issue occur?
- May I know the temperature at the place you put the pc while the issue occurs?
- Did it occur with bios all default settings?
- the specific model name of ram such as G.SKILL F4-3200C16D-32GTZA
- Have you tried other power supply or other components?
Thank you very much.

Hi von_nihil,
Thank you for your reply.
Do you remember the serial number of the old motherboard? If yes, may I have the serial number via PM?
If you shut down or put it to sleep mode and then turn it on or wake it up immediately, does the issue occur?
May I know the temperature at the place you put the pc while the issue occurs?
Thank you.

---

Sent you a PM with the info you requested.

The replacement board was working since 28.10.2021 till now without any problems.

Today the same problem happened again!

After trying to wake my system from sleep the "Start" LED was turned on and the RGB LEDs were off when the problem appears.

What a mess. What a ****ty product (and/or support). Sorry for that words, but that's crazy and that's why:

My partner works on a X570 too, but an GigaByte Aorus Ultra (I had an Master before the Dark Hero) and she has the same RTX 3080 and identical setup. Just an 3950X instead of an 5900X. (Note: It's not related to the RTX 3080. I was able to reproduce this issue with my old RTX 2080 too.)

STARRAIN@ROG... you said:

Quote:

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We are waiting for the distributor send back your old board.

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That's no problem. Take the phone, call them, write mails. Organize an express delivery so you guys will have the board within a few days.
I told you the distributor and the RMA number. So it should be really easy to solve the delivery thing.

Also I offered you a direct replacement and offered you to give you proof details about my person (passport copy for example) to don't scam you.

Guys, waiting over 2 weeks for an RMA (based on a problem that many people have) to be returned too you takes too much time.

Asus, you should really hurry up.

Your customers want to see solutions. This thread is getting longer and longer. I am sure there are many more customer who just live with that problem. And many more that just return the board without RMA it - because it's more easy to return it and just getting a new one. Also this problem isn't new. Have found threads in other forums long long ago.

Quote:

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Originally Posted by Xairoo

The replacement board was working since 28.10.2021 till now without any problems.

Today the same problem happened again!

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Considering that I am seeing some people have the same issue with a new/replacement board is making me think it might be a BIOS firmware issue rather than hardware related?
The chances of 2 boards having the same issue is very unlikely, unless Asus suddenly forgot how to make proper motherboards.

My dark hero has the problem but otherwise works perfectly. I have enabled S4 + S5 in the bios which erradicates any start up problem. I can use Hibernate/Sleep without any issues, ever, as long as that setting is turned on.

I hope ASUS can finally understand the problem and address it !

guys try this under
Advance\AMD CBS\CPU Common Options

Global C-state Control = disabled
Power Supply Idle Control = Typical Current Idle

Quote:

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Originally Posted by JBROG87

Considering that I am seeing some people have the same issue with a new/replacement board is making me think it might be a BIOS firmware issue rather than hardware related?
The chances of 2 boards having the same issue is very unlikely, unless Asus suddenly forgot how to make proper motherboards.

My dark hero has the problem but otherwise works perfectly. I have enabled S4 + S5 in the bios which erradicates any start up problem. I can use Hibernate/Sleep without any issues, ever, as long as that setting is turned on.

I hope ASUS can finally understand the problem and address it !

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it is 100% a Bios issue this bios 3801 is buggy from start to the end. in voltage in all and we get over months no bios update its really an unbelievable cheek

a friend got this issue after updating to the new bios, with the org bios that was delivered it wasn't there over months.

Since 2021/08/12 no update lool

Quote:

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Originally Posted by JeffLo

guys try this under
Advance\AMD CBS\CPU Common Options

Global C-state Control = disabled
Power Supply Idle Control = Typical Current Idle

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i have all options testet that exist nothing fix it, only a bios update will help

Quote:

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Originally Posted by NuadaXXX

it is 100% a Bios issue this bios 3801 is buggy from start to the end. in voltage in all and we get over months no bios update its really an unbelievable cheek

a friend got this issue after updating to the new bios, with the org bios that was delivered it wasn't there over months.

Since 2021/08/12 no update lool

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Not sure. I am still running 3601 (initial version when I got the new board). Haven't updated it.

Hi Xairoo,
I've asked our team to contact the distributor.
Hope they will send it back as soon as possible.
Thank you.

Quote:

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Originally Posted by STARRAIN@ROG

Hi lexis-ermakov,
If you shut down or put it to sleep mode and then turn it on or wake it up immediately, does the issue occur?
May I know the temperature at the place you put the pc while the issue occurs?
Thank you.

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Hi. Within 30 minutes, I turned off the computer 10 times and put it into sleep mode 10 times, it turned on normally. Temperature 18-24 degrees

Hi lexis-ermakov,
Thank you for your reply.
According the former information you mentioned, it seems the issue only occurs after put it to sleep mode for more than 8 to 10 hr?
If you put it to sleep mode once everyday, would the issue occur once a day or once a week?
Thank you.

I still can't believe this issue is going on with no resolution. And reading through the thread here Asus tech support is completely missing the point--asking "what temperature is the computer kept at." This is clearly a hardware or BIOS issue, but seems like its a hardware issue since users are reporting the same issues with older than 3801 bios versions. I'm running version 3601 (build date 5/26/2021) and this issue is happening to me after it worked great for a few weeks.

But my friend has the dark hero without any issues but his motherboard is 4 months older than mine.

Hey ASUS, how about you read through this thread again and see all the people complaining of the IDENTICAL issue and figure out what the issue is. Because guess what.....the common denominator here is ASUS and this board--not any of the other idiotic & random stuff you keep asking us to provide.

I'm on the second Dark Hero board after this issue started and still no fixes. Frankly I'm about to return the board and switch to EVGA now that they are in the x570 game. I know for a fact we'll get better customer service from them.....

Quote:

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Originally Posted by Xairoo

Not sure. I am still running 3601 (initial version when I got the new board). Haven't updated it.

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Same here. Also on 3601 and the same issue as everyone else.....

Quote:

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Originally Posted by STARRAIN@ROG

Hi stixix,
I'm afraid I have no idea when the distributor will send your motherboard to our local service center.
However, I'll check whether there is a RMA record of your serial number every week.
Thank you.

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Hi STARRAIN@ROG

Any news on my board? Almost 4 weeks have passed now :(

/stix

i have changed RGB settings with "Armoury Crate"

and now i get days no start issue Crazy stuff befor i changed it i get the error every day 100% / S4+ or S5 iss off

i have also testet 15 sleeps and all was working.

I'm not sure anymore, but I think the problems started for me days after fiddling with the rgb software. I will continue to try, resetting all RGB settings to default does not work for me as it looks.

has anyone that error and has never changed any rgb setting?

Hi stixix,
There is no RMA record for your serial number so far.
However, our local repair center have received the motherboard from other user, so we are testing it to see if the issue can be reproduced.
We will do further analysis on it.
Thank you.

Good day,

I bought the motherboard in August with all the other components. Only, the GTX1060 was from the previous system. The problem I had since the beginning, I just did not notice because the BIOS 3601 led to idle crashes. Since BIOS 3801, the idle crashes no longer occurred, but regularly I can not turn on the system. I have to turn off the power supply every time, wait 30 seconds and then the PC starts. Exactly as many describe it here in the thread.

BIOS 3601 > 3801= always the same behavior.
Power supply replaced = always the same behavior.
3 different RAM kits tested = always the same behavior.
1060 to 3080Ti = always the same behavior.
CMOS reset = always the same behavior.
BIOS set to default = always the same behavior.
CPU swap to 3700x = did not occur but could only test for 20h
My CPU 5950x in a MSI B450-A PRO MAX B450 = ran 9x weeks without problems.

During the 9 weeks the board was at ASUS and came back with "In the responsible service center the described error could not be reproduced.
ReturnNo: 20736515"

Now on the weekend, I installed the ASUS again and the problem is back.
After I have now read everything here and tested everything that was suggested, this setting seems to fix the startup problem but at the expense of WakeOnLAN which is not a solution for me! (no long term experience yet, only about 2x days and 3x shutdowns/restarts) enabled S4 + S5



@ ASUS, The problem is very unpleasant and is in no relation to the value of the motherboard of over 450Euro. A 60Euro motherboard from MSI does not have this problem and yes it is slower but it is reliable. When will the problem be solved?

Hi Vitacola,
Have you shut down or put it to sleep mode and then turn it on or wake it up immediately, did the issue occur?
How often do the issue occur? If you shut down or put it to sleep mode once everyday, would the issue occur once a day or once a week?
May I have the serial number of the motherboard via PM?
May I know the temperature at the place you put the pc while the issue occurs?
Thank you.

Quote:

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Originally Posted by STARRAIN@ROG

Hi Vitacola,
Have you shut down or put it to sleep mode and then turn it on or wake it up immediately, did the issue occur?
How often do the issue occur? If you shut down or put it to sleep mode once everyday, would the issue occur once a day or once a week?
May I have the serial number of the motherboard via PM?
May I know the temperature at the place you put the pc while the issue occurs?
Thank you.

---

Hi Starrain,

I typically shutdown the system and it occurs more often than it works. The few times i tested standby, it worked and the issue did not happen.
Yesterday I re enabled WOL and this morning it occurred again.
Room temperature is between 20C and 23C and the CPU is 42C idle and around 75C to 82C utilized. The PC is under my desk.
I'll send you the S/N via PM.

Regards

Hello,

Like many others, I just add my case to the list.

I made a new PC this year, I have the card since may 2016.
At first no worries, but quickly after only a few days, the problem occurred.

At the beginning, finding no solution, I disconnected the power supply, switched the ON / OFF button to OFF, waited 3/4 seconds, switched back to ON, reconnected, and the PC started.
Then I discovered the ErP option trick on S4 / S5 that works.

The problem being that I need to use the WoL feature, with ErP enabled, it's not possible.

I have read the 19 pages of this topic carefully.
Unable to separate myself from using my PC for work, I cannot request an RMA (unless ASUS provides a replacement motherboard in the meantime?).

I continue to follow this topic hoping that a solution will be quickly found, but it is true that paying a card at this price to suffer such a hassle does not give confidence in the brand ...

Ok guys I’m extremely disappointed in ASUS.

I just got back my board after I rma’d it and after 2 weeks of no updates, just a message showing it’s status as repairing they decided to simply send me my board back. Included in the box of course was the sheet with the rma info and under “actionsâ€� all i get is a “cannot solve problem due to parts shortage.Â*
Â*
I can’t believe i paid a premium for this board and all the help I get is being told i’m out of luck due to parta shortages? It’s clearly a problem that is affecting multiple people and I don’t see ASUS taking any sort of responsibility. If the problem can’t be resolved by parts shortages at least state what the problem is so myself and others here in the thread can be aware. If parts shortage is any indication of anything then i would guess the problem is hardware related?Â*

To anyone else I would stay away from this line of boards until the issue is at the very least acknowledged and addressed.Â*

Attachment 90660Â*

Quote:

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Originally Posted by hakai

Ok guys I’m extremely disappointed in ASUS.

I just got back my board after I rma’d it and after 2 weeks of no updates, just a message showing it’s status as repairing they decided to simply send me my board back. Included in the box of course was the sheet with the rma info and under “actionsâ€� all i get is a “cannot solve problem due to parts shortage.Â*
Â*
I can’t believe i paid a premium for this board and all the help I get is being told i’m out of luck due to parta shortages? It’s clearly a problem that is affecting multiple people and I don’t see ASUS taking any sort of responsibility. If the problem can’t be resolved by parts shortages at least state what the problem is so myself and others here in the thread can be aware. If parts shortage is any indication of anything then i would guess the problem is hardware related?Â*

To anyone else I would stay away from this line of boards until the issue is at the very least acknowledged and addressed.Â*

Attachment 90660Â*

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I guess that would be the result from a persons of the growing pool of brainless people. There are more and more of these guys/employees. Gross.

Anyway... They returned because of shortage. They just have to replace the board. What part will they replace? Of course you can replace and solder a new IC and so on, but they have to know what part is broken and as it looks like, Asus doesn't know.

Call them, tell them they made a big mistake. They should replace the board with a new one - shortage doesn't count because you could easily buy that board in so many stores... oh man, what a bad service.

The big problem is: There aren't many options. It's like the printer disaster. HP, Canon, Brother, ... all are well known trash products and all of them run a mafia like business. But you have to choose one brand.

Good luck!

STARRAIN@ROG
I asked you via PM @ 10-27-2021 10:32 AM when I told you the RMA number about the production date, but didn't received an answer... could you please answer my question to the public? That isn't a confidential information, so you can give an answer.

Old SN: M7M0KC3782619SN
New SN: M7M0KC208304BLD

Is the new board older than the old one I returned?
What's about the production dates?

Thank you!

Hi Vitacola,
Thank you for your reply.
If you shut down and then turn it on immediately, did the issue occur?
If you shut down or put it to sleep mode once everyday, would the issue occur once a day or once a week?
Thank you so much.

Hi tony-rambo,
Did you get ROG CROSSHAIR VIII DARK in May 2016?
May I have the serial number of the motherboard via PM?
Thank you.

Hi hakai,
So far as I know, because we need more test internally, the repair center swapped a motherboard first.
The serial number would be different.
If you got the same serial number, please let me know.
Thank you.

Hi Xairoo,
Because you also said "I don't care" in PM, I didn't check them at that time. I'm really sorry about this.
Please refer to the information below.
Old SN: M7M0KC3782619SN(The first ship date is 2021/08/11)
New SN: M7M0KC208304BLD(The first ship date is 2021/07/28)
Thank you.

Quote:

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Originally Posted by STARRAIN@ROG

Hi Vitacola,
Thank you for your reply.
If you shut down and then turn it on immediately, did the issue occur?
If you shut down or put it to sleep mode once everyday, would the issue occur once a day or once a week?
Thank you so much.

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Hi Starrain,

To the first question, yes but not reproducible. Just tried again 10 times and it could be switched on again every time. But that was also different before and it occurred quite quickly.

To the second question, yes and when the system ran for quite a long time, >12h or even 1-2 days. In the last 3 days it did not happen.
The system is always shut down and not put into sleep.

Regards

i got 50 times every day the start issue.


and now


Still no start issues with the Dark Hero after change RGB settings with Armory.

Crazy........

for me its 10000000% confirmed it is the bad bios.

@STARRAIN@ROG
the Bios need a way to reset the RGB settings FULLY even after CMOS e.c.t its not default.

Quote:

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Originally Posted by NuadaXXX

i got 50 times every day the start issue.
and now
Still no start issues with the Dark Hero after change RGB settings with Armory.
Crazy........
for me its 10000000% confirmed it is the bad bios.

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That's interesting! I have 3 days ago, after I have the board now a week back in operation, also turned off the RGP via the Armory app and since then no problems so far.

Interesting. Can we get more people with the Armory app to try this out? Disabling RGB fixing the start up issues?
I would try it myself but I have not and will not install the Armory Crate app considering the very many issues it has caused people in the past....

After shutting down and turning on five times during the day, it has now happened again. Shut down, waited about 5 seconds and the PC would not turn on.
So the Armory app has nothing to do with it.

Hi Vitacola,
May I double confirm when the system ran for quite a long time, >12h or even 1-2 days, although you shut down the pc and turn on immediately, it cannot turn on every time?
Thank you.

Hi NuadaXXX,
Do you mean reset RGB settings to default or disable RGB in Armoury Crate?
Do you remember the RGB settings while the issue occurred? Did the issue happen every time you shut down or put it to sleep mode with the RGB settings?
If you shut down or put it to sleep mode and then turn it on or wake it up immediately, does the issue occur?
May I know the temperature at the place you put the pc while the issue occurred?
May I have the serial number of the motherboard via PM?
Thank you.

Quote:

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Originally Posted by STARRAIN@ROG

Hi Vitacola,
May I double confirm when the system ran for quite a long time, >12h or even 1-2 days, although you shut down the pc and turn on immediately, it cannot turn on every time?
Thank you.

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Exactly. Like last night, after the computer was running for about 8h. Turned off and then it would not turn back on.
After resetting the PSU I did 3 more tests and the computer started every time. Also this morning after it was off for 8h it let turn on.

Quote:

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Originally Posted by STARRAIN@ROG

Hi NuadaXXX,
Do you mean reset RGB settings to default or disable RGB in Armoury Crate?
Do you remember the RGB settings while the issue occurred? Did the issue happen every time you shut down or put it to sleep mode with the RGB settings?
If you shut down or put it to sleep mode and then turn it on or wake it up immediately, does the issue occur?
May I know the temperature at the place you put the pc while the issue occurred?
May I have the serial number of the motherboard via PM?
Thank you.

---

I mean Reset RGB to default over the bios. (to factory reset) (i think its a good way as workaround)

no, no idea what RGB setting the issue reproduce.

atm i have no issues no sleep no colt start, after ich changed the RGB settings to a other in Armoury Crate. (but it is not 100% sync if i change LED to off, if i turn pc off, then the RGB goes not fully off, changed over Armoury.

it also fixed the start problems from the Dark Hero of me friend with changed RGB settings

We have also see if we change the RGB settings to full in the bios, also i mean from Aura only to Full its go back to Aura Only.

something is not ok with that options

15-25c

yes

Quote:

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Originally Posted by STARRAIN@ROG - 11-15-2021 05:43 AM

Hi Xairoo,
I've asked our team to contact the distributor.
Hope they will send it back as soon as possible.
Thank you.

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Hi STARRAIN@ROG,

any updates? The board has arrived on 8.11. at an Asus repair center. I just did a call with Asus EU. The SN number was required because the RMA number I got wasn't valid, but that's not a problem.

I guess the "Asus team" (not the repair center) already has the board. A week is long enough to get the board (it's even longer, but at this date you have asked the Asus team to get in touch with the distributor).

Let us know!