Asus x670e-i Shuts Down Abruptly When Using Thunderbolt Devices via USB 4

[loup]

I built my PC with the following components:

• Motherboard: Asus ROG x670e-i
• CPU: Ryzen 7 7800x3d
• GPU: RTX 4080 Super FE
• RAM: Kingston Fury Beast 64GB 6000MHz CL36 AMD EXPO
• PSU: Corsair SF750
• Low-profile air cooler
• Case: Formd T1 (+ 2x Phanteks T30 fans)

I specifically chose this motherboard for its Thunderbolt support to switch all my peripherals between my gaming PC and my MacBook Pro. Here is my setup:

Gaming PC:

• PSU to power outlet
• USB 4.0 to Caldigit TS4+ hub:
  • 360Hz monitor (DisplayPort port)
  • 75Hz monitor (USB-C port)
  • Audio interface UAD Apollo x4 Thunderbolt 3 (Thunderbolt 4 port)

So, I have only one Thunderbolt 4 cable connected to my PC.

However, the computer has crashed several times, shutting down abruptly as if unplugged. After each crash, the audio interface connected via Thunderbolt stops working, and I struggle to restart the computer. When the computer crashes, I cannot restart it using the power button. I have to reset the CMOS to get it to boot again.

Crashes occur when the PC is under load. For example, watching YouTube videos is fine, but playing a game causes a crash. To diagnose the issue, I used "userdiag". Running userdiag in extreme mode with my Thunderbolt setup, the computer crashes within minutes. Running the same test with no Thunderbolt devices connected (only a monitor via DisplayPort and a keyboard and mouse directly to the motherboard) completes successfully: userdiag report.

Thus, the problem seems to be related to Thunderbolt. Is this due to a defective motherboard or an issue with Thunderbolt support on AMD platforms? The motherboard is still under warranty and can be returned to Amazon. What should I do?

Thank you for your assistance.

[achugh]

Hi @loup , you can try the Thunderbolt 4 driver from my motherboard page at https://rog.asus.com/motherboards/rog-maximus/rog-maximus-z790-dark-hero/helpdesk_download/ which is slightly newer i.e. 1.41.1340.0.

The direct download link for it is https://dlcdnets.asus.com/pub/ASUS/mb/LGA1700/M3938/Intel_Thunderbolt_driver_V1.41.1340.0_Windows_11...

Here's how my screen looks like

As you can see, I have a newer NVM Firmware Version of 42.3. I am not sure installing the package I mentioned for my board increments your firmware or if it is based on your BIOS. Always use your newest BIOS for your board.

I do not believe your card is defective. Since you machine works fine under normal load, have you tried to reduce your memory to AUTO and NOT use any of the EXPO mode to check if things work better?

Lastly, what do you mean by "USERDIAG IN EXTREME MODE"? What extreme mode are you referring to here and what do you mean by USERDIAG?

[loup]

I updated the driver to version 1.41.1340.0 and still have the same problem when running the extreme test on USERDIAG. USERDIAG is a benchmarking software, and the extreme mode tests many things "violently," so to speak.

I tried disabling EXPO, but it didn't help. I'm also wondering why the PC needs a CMOS reset after a crash, otherwise it won't restart at all. After the crash, nothing works on the next boot (black screen, etc.), and I have to shut it down and reboot again (always in the same order)

[achugh]

Hi @loup , thank you for sharing this additional details. Have you asked the USERDIAG team on their discord channel for help? It could be an issue with their software script too. I went to this webpage which is in FRENCH and took help of online translation to read it in English. It seems this tool is using lots of other FREEWARE tools to run a collection of tests. I believe FurMark which is used for graphics testing is what might be causing issues for you i.e. FurMark may not be able to support graphics test over thunderbolt causing crashes.

Personally, I would really judge an issue for things you use and do everyday instead of these benchmark tests. The benchmarks are good for comparing multiple systems like reviewers who have to provide objective results. The other use in mind for benchmarks is if one is having issues with slowness while others with similar build are not. In this case a benchmark can help to again compare two system to find out how far off they are and which components are the bottlenecks.

If you system works properly without any issues for things you do, I will not focus on this specific benchmark failing or crashing your system. FYI, benchmark tools are also software tools and need constant updates to support multiple systems hence I believe this crash issue could be in the USERDIAG script and has nothing to do with your setup.

[loup]

Sorry, it's my fault, I must have expressed my situation poorly. I use Userdiag because the crash always occurs, so it's a good way to test stability. But otherwise, the computer crashes while playing video games (even less demanding ones like Valorant), doing heavy editing, etc. It happens all the time, hence my completely catastrophic situation, haha

[achugh]

Hi @loup , I am sorry, I am out of ideas. Maybe you can get the GENE board that you said worked for you with this CalDigit Hub since you said you have time to return it back to Amazon. Or if you like to continue trying, maybe one of the forum moderators might be able to work with you and you maybe able to get the help to resolve your issue.

[loup]

Yes, I'm a bit stuck and have no solution. Moreover, my entire setup is designed for a mini ITX. The case costs around 300 euros, I struggled to get a 4080 Super FE, which is one of the only models that fits in this case, etc. I have already sent a support request to Asus but haven't received a response yet. After all, it surprises me that Asus manages Thunderbolt on the Crosshair Gene but not on this model, so maybe it's defective

[achugh]

@loup I totally understand your situation. I have a situation of my own going on with ASUS support. We select a product based on certain needs of our, in your case size and its features. If you suspect that it is the board since you said you are within your return window, just request a replacement. If the next one has the same issue, chances are its this model and not a specific board. It will give you the answers in terms of next steps for you. Good luck!

[loup]

Okay, I have news! I received a new motherboard, exactly the same model. It arrived with the BIOS version 2413 (the latest is 2611). I left this version and ran a Userdiag test in extreme mode with the new board. And it crashed at the same point. EXCEPT, instead of stopping completely, it restarted and worked again (when I say worked again is the computer start normally but still have issue with it). So I thought, okay, it wasn’t a hardware issue but must be a software problem. To be sure, I upgraded the BIOS on the new motherboard to the latest version to match the initial motherboard setup. I ran the Userdiag test again, and once more it crashed. But this time, it stopped completely like with the first motherboard; I had to reset the CMOS, and the next reboot showed no image as before. So the problem is indeed software.

[achugh]

Hi @loup since we have two boards with same problem, we are going to need ASUS's Support team. I am tagging @Jiaszzz_ROG and @Silent_Scone . Let us hope that they get a chance to see this message and help you out.

[Naekyr]

I have the same problem, so I disabled thunderbolt in my bios setting