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  1. #21
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    Quote Originally Posted by Kaiiaryn View Post
    It's a ROG STRIX G15 sorry though that's what this thread was for
    Hi there,
    Great! Thanks for clarification. G15 and Strix G15 is different though.
    I would like to double confirm if you have updated below driver
    AMD_GFX_v27.20.22001.19001(For Win10 WHQL) ?
    Thank you.

  2. #22
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    @Blake

    We have another customer who bought this laptop, got old vbios
    And having random reboots, I DM to you his wim logs.

    FYI so far around 230 G513QY owners already approached the community for help to get vBios updated via Linux and stop random reboots. This client afraid update vbios and wait for asua to get it / help him so he doesn't lose his warranty.

    Thank you.

  3. #23
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    Quote Originally Posted by MyRyzenWorld View Post
    @Blake

    We have another customer who bought this laptop, got old vbios
    And having random reboots, I DM to you his wim logs.

    FYI so far around 230 G513QY owners already approached the community for help to get vBios updated via Linux and stop random reboots. This client afraid update vbios and wait for asua to get it / help him so he doesn't lose his warranty.

    Thank you.
    Hi there,
    Have been waiting for the log from you.
    Thank you very much.

  4. #24
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    Quote Originally Posted by Blake@ROG View Post
    Hi there,
    Have been waiting for the log from you.
    Thank you very much.
    Hello Blake,

    As I explained before, since I updated the vBios via an SPI process at local lab (at my own cost, since Asus refused remotely helping me when I just got the laptop), I had no more reboots, so no logs to show. Since ASUS told me "You bought your ROG at BestBuy in USA, so since now you are located outside US we wont offer you warranty support (so If I am an US business man, I bought today a premium expensive ROG laptop at BB, next day I fly for business meeting in UK, I have no way to get help unless shipping the laptop back to US, leaving me helpless in my business trip for which the laptop was intended, as opposite, when I had Lenovo laptop bought in Asia, I traveled to Europe and Lenovo helped me anywhere I was with anything I needed, at no extra dime, all through the warranty), and then ASUS also said - we cannot remotely debug your system to find the root cause" I had no other choice but going to local lab and pay to update the vBios myself and fix the random reboots issue that came out of ASUS factory due to the a buggy vbios. Not to mention, I am now spending $150 approx - on doing whole thermals from scratch, since once you open the cooling chamber to run vBios update via SPI, you need redo whole thermals, for optimal thermal condition. By the way, ASUS support refused giving me thermal dimensions for this model, maybe you can help gather this information? I need exact thermal dimensions for VRM (Mosfits, chokes) and VRAM. For CPU/GPU I re-apply LM, but properly, not like ASUS did it (was leaking all around the cores and in center was no LM left...).

    Proof of thermal dimensions details refusal:
    https://i.imgur.com/Es8FM8y.png

    Why would ASUS support refuse to share thermal dimensions with me? didn't ASUS learnt already from this case and promised things would change moving forward?
    https://www.theregister.com/2021/05/...pad_thickness/

    See reference:
    https://i.imgur.com/Es8FM8y.png
    https://i.imgur.com/qAKKh4Z.png
    https://i.imgur.com/fNinTkH.png
    https://i.imgur.com/NvK7PMk.png
    https://i.imgur.com/Ix9Tg7M.png
    https://i.imgur.com/GttHgVH.png
    https://i.imgur.com/10YEyzg.png

    See veteran's post on Twitter about it:
    https://i.imgur.com/yjY4KvX.png
    Source: https://twitter.com/sirsquishy79/sta...43017985134592

    For two weeks I really tried everything with ASUS/BestBuy support, when I got totally refused any help, I had to go and do it myself at local lab at my cost, when the community leader suggested the vBios solution, which ASUS or neither BestBuy did nothing to figure out into, even worst is when support refuses admit a problem that multiple owners reported, acting as they never heard of this before. Only answer ASUS could give me at that point is ship my laptop back to USA (BestBuy) ($400-450 cost for me...), why would I invest so much on a something that isnt even my fault but a factory/quality check fault? sure it was cheaper just go and update vBios myself at local computer lab. If I were ASUS and I had a customer like myself that instead of demanding refund, I asked for remote debugging to help ASUS find the root cause and fix it, not only for me but for many others with the same issue, I would surely not refuse such a customer offer, but ASUS made the choice to not investigate it further and just tell me ship it to US at my cost. When I contacted the community veteran it took him literally hours to find out that vBios is the root cause, find updated vBios version from other owners, and share with me. Since, 230+ laptop owners already contacted him (https://i.imgur.com/yjY4KvX.png) and thanked him for helping with the vBios tutorial, find his posts on reddit:
    https://www.reddit.com/r/ASUS/commen...tm_term=q5itgw

    if you cannot open reddit, screens shot attached:
    https://i.imgur.com/51QEcGA.png

    Community member that has nothing to do with ASUS could find a solution, ASUS didn't even admit it, saying they are not aware of this, while so many clients reported it? Asus did not even wanted cooperate with my offer to let them debug it remotely (teamviewer, anydesk etc..) and help not only me, but many other clients, saving LOTS of money on refunds and RMA as results.

    But this is a new owner of a new unit, and he has random reboots, he has the older vBios, he afraid going through SPI/Linux vBios update process to not void warranty, so he seeks your help. Is there an email he could email you the logs directly? Regardless, I did ask him register here and DM you, and one more owner just reached out, he wanted respond here but his forum user not yet capable of posting replies so he said he DMed you @Blake.

    Thanks!


    Warranty Disclaimer: Ok I understand ROG unit has local to US warranty, and ASUS can refuse supporting it outside US. But that is in a NORMAL case scenario. But here its claimed to be an ASUS fault (brand new unit arrived with a bugged vBios causing random reboots and not a great thermals due leaking LM -- How I found out the leaked LM? When we opened the chamber to run vBios update using SPI.... there was barely to no LM in the center area of CPU/GPU Cores, instead bunch of LM leaked around the core gaps). When the issue is a company's fault, failure of proper quality check and proper software/firmware delivery, its not a "normal terms of service" case, its an exception, as it is not customer's fault. My opinion at least. I know in my case, it doesnt make any further sense, as I ended up going and fix those myself in a LAB, but for the next customer? he/she will have to go through all this again.
    Last edited by MyRyzenWorld; 10-18-2021 at 11:20 AM.

  5. #25
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    Hello MyRyzenWorld.
    Seems like I need to explain the whole thing again for you.

    You bought the product from US best buy, which product from this channel, only has US local warranty.
    We are not able to provide you warranty repair outside of US. And our US local team does not support customer outside of US.
    But now, here on the forum, we are discussing something that might not be hardware issue,
    so same like other customers, moderators from HQ are providing online discussion and troubleshooting with you.
    I am not sure why this prevent you from sharing log and what we have been asking to me.
    If we can solve this issue without sending the device to service center, I am more than happy for you.
    I have not been refusing to help or deny anything, instead, I'm waiting for you and "your friends" to provide more information.

    So can you please stop posting so many irrelevant and duplicating information?
    Let focus on yourself, ASUS did not refuse to help you.
    I have been asking each customer one by one.
    Thank you very much.
    Last edited by Blake@ROG; 10-25-2021 at 07:01 AM.

  6. #26
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    Quote Originally Posted by Blake@ROG View Post
    Hello MyRyzenWorld.
    Seems like I need to explain the whole thing again for you.

    You bought the product from US best buy, which product from this channel, only has US local warranty.
    We are not able to provide you warranty repair outside of US. And our US local team does not support customer outside of US.
    But now we are discussing something that might not be hardware issue, so same like other customers, moderators from HQ
    are providing online discussion and troubleshooting with you.
    I am not sure why this prevent you from sharing log and what we have been asking to me.
    If we can solve this issue without sending the device to service center, I am more than happy for you.
    I have not been refusing to help or deny anything, instead, I'm waiting for you and "your friends" to provide more information.

    So can you please stop posting so many irrelevant and duplicating information?
    Let focus on you.
    I have been asking each of you one by one.
    Thank you very much.
    Hello Blake,

    Let me put it this way, I appreciate how far you are going to actually figure something out,

    Sorry for asking, but have you taken time to read what I wrote? I cannot send you "reboot incident logs" since I already updated my vBios. You asked logs following a reboot incident, I explained multiple times, I updated the vBios, I didn't have reboots since, no logs to show.

    Since you DMed me asking me stop forward logs from other laptop owners, I did requested from those people that contacted me, to DM you, if they did or not, I cannot control. By the way two of them saying they tried to DM you but didnt get any answer and their ROG forum account was not activated either. I realize you probably getting A LOT of DMs, kindly check for those.


    I wouldn't care posting here anymore, if it wasn't for people that still out there having this issue and not aware of a solution, since ASUS didn't provide one yet, and not everyone is ready to do the vBios update as I did, which is understandable, its a risk and a warranty void. Which is why I am trying to help you, help them with an official solution, sharing ALL the information we have came up with.

    No warranty outside USA, I got that from ASUS support that I have no warranty, so I was asking for remote troubleshooting, but I been told - no remote troubleshooting from ASUS support (no engineers would remotely access the laptop to debug the issue), which is why... I just handled it myself at my own expense with a local computers lab that did for me the vBios SPI update. If Asus support was open for remote troubleshooting (remote access to my laptop, asking logs, asking for vBios version etc...doing a research with me, and I was in fact ready 100% cooperate to help out....), maybe we could find the issue earlier, and sooner offer solution to all the owners.

    Bottom line, I dont care of the warranty for MY unit, since ASUS made it clear, no warranty outside US. I wont waste time on this, neither you are. No argument, your final say here being said.

    Reason I explained about the warranty in my earlier reply is to share the whole story and how we came up with whatever we did, research wise, how we ended up finding out the vBios situation. For many years ASUS was my "premium to go brand", my ex gaming laptop was ROG as well, I hope this problem can be solved, so all the owners having this problems, might finally enjoy their units, thats all.

    We all owe a lot to the community lead [sirsquishy67] who listened to me, to other users, invested time and money to borrow these laptops and research them directly, investigated and helped me and then helped many others with the vBios solution (ASUS owes a lot of appreciation to him for ALL the RMAs and refunds he saved, by helping over 230 people already fixing their vBios and stop random reboots):https://www.reddit.com/r/ASUS/commen...tm_term=q5itgw.

    Is this the BEST fix to the problem? Does EVERYONE who apply this new vBios stop seeing reboots? Time will tell, but for now, nothing being offered from ASUS that is better, so its the best we (laptop owners) can try and do, those far these users who did it -- reported positive results, not only the black screen reboots stopped (if someone had reboots due to another cause, of course that's another story), but one reported more stable and better performance as well.

    Question raised, if ASUS has newest vBios, even without random reboots issues on the old vBios, why not benefit the users with an updated vBios via MyAsus application? newer vBios released for a reason, same as newer Bios does, should it be performance, stability or other causes, so why not allow people to update it? Why only way of doing this is via 3rd party software and SPI?

    Bottom line, I am happy that we have at least DYI solution to the random reboots, until ASUS releases something official.


    Thank you.
    Last edited by MyRyzenWorld; 10-19-2021 at 02:04 PM.

  7. #27
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    Hello MyRyzenWorld,
    Finally something reasonable clear form you.
    You can still record log if you want to. Let us know how this vBIOS working on your laptop.
    I will collect the log one by one to dig in.
    Thank you.

  8. #28
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    Same here. Randomly reboots after heavy GPU tasks ( Blender, Davinci Resolve ). I was thinking to get a workhorse for video editing and have a crap, so far.

  9. #29
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    random reboot

    Hi.
    I have the same problem. laptop reboots during games like "COD warzone" and "Days Gone".
    Did you find any solution to this ? Or I must return the laptop ?

  10. #30
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    Quote Originally Posted by vahidjab View Post
    Hi.
    I have the same problem. laptop reboots during games like "COD warzone" and "Days Gone".
    Did you find any solution to this ? Or I must return the laptop ?
    Hi there,
    For rebooting during games, please double check if you have updated
    AMD_GFX_v27.20.22001.19001(For Win10 WHQL)
    https://rog.asus.com/laptops/rog-str...pdesk_download
    Thank you.

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