New laptop Hard Hang while gaming

IAmNotThe1 · 17 Sep 2018

Received the laptop back from service centre, where I asked them to Fix for Event viewer error; Event ID 13, ACPI error and Event ID 37, Speed Of Processor X in Group 0 is being limited by System Firmware. They changed the whole motherboard for me and when i got back those errors are still there...and they told me it's safe to ignore it.

So I tried gaming with it but I noticed everytime it Hard Freeze when i'm playing games like Dota 2. The image on the screen was stuck as the last frame, mouse and keyboard no response, pressing caps lock doesn't lit the "caps lock light" either. The icon HDD light on the laptop is OFF, battery light on, power indicator light (light bulb icon) on. But for some weird reason the airplane mode light is ON. The fan is still spinning on Overboost though, but there's no sound at all. All I could do is to long-press the power button to hard restart it (Did try to wait for 30mins+ but still the same...).

And it produces a Event ID 41, Kernel-Power critical error everytime i did that (Did check ahead of time before the Kernel-Power error occurred to see what happened just before that, but there wasn't any log file in the event viewer before that). Tried all sorts of methods, mem test, chkdsk, sfc/scannow, DISM fix, windows troubleshooting, changing advanced power plan to max performance and turn off Hard disk sleep etc, unselected allow the computer to turn off this device to safe power for USB and wireless, updated bios, drivers but still cant fix it. Searched for ways online to generate an error log or something similar but seems that It only works if it's BSOD and you will get a dump file after that. Did also try to change the wirte debugging info to Small Memory Dump, but after the Hard Hang, could not find the .dmp file.

The hard freeze occurred randomly, ranging from 5mins after gaming and to 3hrs. I'd noticed that when i changed to intel graphic card to play say dota 2, it goes on 4hrs+ without freeze or hang (Is it because intel graphic card does not use as much power compared to Nvidia ones?). But the cases where it had hard freeze, all of them were when i'm using my Nvidia GPU to play games. The temperature of the nvidia GPU when the laptop freeze was around 70-80++ degrees C. CPU around 60-70++ degrees C. I'm totally baffled as why this happened because if the system overheats, wouldn't it be like auto restart? instead of Hard Hang?

New laptop 2weeks+ old, sent to service centre for 5 days and they replaced the motherboard but not fixing the Event viewer Error issues. Did not Overclock or undervolt or stuffs.

Asus TUF Gaming FX504GM
i7-8750H 2.20Ghz
GTX 1060 6GB
16GB RAM

*I did find 2 .dmp files inside LiveKernelReports folder. First one which is 1.46GB and the other .dmp file which is 724kb with the exact same name and date modified is inside a folder called win32k.sys
The date modified both showing Sept 13, 12:45pm. But I've had Hard Hang since then until now so, could this dump file be of any use to show what had caused my laptop to Hard Hang?

notnats · 17 Sep 2018

A two week old computer that you have actually had in your possession for only 7 days? Personally I would not return it for repairs I would return it for a brand new computer. It obviously has major, major problems. Return it for a new one or return it and get your money back. This sounds like nothing but a continuing headache.

IAmNotThe1 · 17 Sep 2018

Did a driver verifier check and gave me bsod on AsusPTPfilter.sys tried unstalling and reinstall still the same. Could the stress test of driver verifier possibly causing it to fail?

Clintlgm · 17 Sep 2018

IAmNotThe1 said:

Received the laptop back from service centre, where I asked them to Fix for Event viewer error; Event ID 13, ACPI error and Event ID 37, Speed Of Processor X in Group 0 is being limited by System Firmware. They changed the whole motherboard for me and when i got back those errors are still there...and they told me it's safe to ignore it.

So I tried gaming with it but I noticed everytime it Hard Freeze when i'm playing games like Dota 2. The image on the screen was stuck as the last frame, mouse and keyboard no response, pressing caps lock doesn't lit the "caps lock light" either. The icon HDD light on the laptop is OFF, battery light on, power indicator light (light bulb icon) on. But for some weird reason the airplane mode light is ON. The fan is still spinning on Overboost though, but there's no sound at all. All I could do is to long-press the power button to hard restart it (Did try to wait for 30mins+ but still the same...).
And it produces a Event ID 41, Kernel-Power critical error everytime i did that (Did check ahead of time before the Kernel-Power error occurred to see what happened just before that, but there wasn't any log file in the event viewer before that). Tried all sorts of methods, mem test, chkdsk, sfc/scannow, DISM fix, windows troubleshooting, changing advanced power plan to max performance and turn off Hard disk sleep etc, unselected allow the computer to turn off this device to safe power for USB and wireless, updated bios, drivers but still cant fix it. Searched for ways online to generate an error log or something similar but seems that It only works if it's BSOD and you will get a dump file after that. Did also try to change the wirte debugging info to Small Memory Dump, but after the Hard Hang, could not find the .dmp file.

The hard freeze occurred randomly, ranging from 5mins after gaming and to 3hrs. I'd noticed that when i changed to intel graphic card to play say dota 2, it goes on 4hrs+ without freeze or hang (Is it because intel graphic card does not use as much power compared to Nvidia ones?). But the cases where it had hard freeze, all of them were when i'm using my Nvidia GPU to play games. The temperature of the nvidia GPU when the laptop freeze was around 70-80++ degrees C. CPU around 60-70++ degrees C. I'm totally baffled as why this happened because if the system overheats, wouldn't it be like auto restart? instead of Hard Hang?

New laptop 2weeks+ old, sent to service centre for 5 days and they replaced the motherboard but not fixing the Event viewer Error issues. Did not Overclock or undervolt or stuffs.

Asus TUF Gaming FX504GM
i7-8750H 2.20Ghz
GTX 1060 6GB
16GB RAM

*I did find 2 .dmp files inside LiveKernelReports folder. First one which is 1.46GB and the other .dmp file which is 724kb with the exact same name and date modified is inside a folder called win32k.sys
The date modified both showing Sept 13, 12:45pm. But I've had Hard Hang since then until now so, could this dump file be of any use to show what had caused my laptop to Hard Hang?

Yes if you're still in your return to vendor 30 day period I would do just that. Asus Support is horrible and repair service even worse. So hopefully you have a return period. There is a forum for Asus RMA issues Service-Related Inquiries, I would return to vendor and replace you could be hassling with Asus for months over a lemon notebook and end up with a refurb. Better to just replace now if you still can. Also in the ROG forums, there is a sub-forum for notebooks other than ROG Gaming, you may find more particular infor on your notebook there.

IAmNotThe1 · 17 Sep 2018

I'll try to give them a call tmr. Hopefully get a refund or new unit.