Help
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 

PC with ASUS mobo keeps crashing audio and wifi when gaming

Reaktiivi
Level 8

‎06-14-2024 12:10 PM

Hello,

I have an annoying crashing problem. Here is my description of the situation.

PC configuration:

  • Motherboard: Asus ROG Strix X570-E Gaming
  • CPU: AMD Ryzen 9 5900X
  • GPU: EVGA GeForce RTX 3080 FTW3 Ultra Gaming
  • RAM: G.Skill 16 GB (2x8GB) Trident Z RGB, DDR4 3600MHz
  • PSU: Corsair RM850x 
  • Case: Thermaltake View 71 Tempered Glass RGB Edition
  • CPU cooler: Noctua NH-D15
  • SSD1: Samsung 500GB 970 EVO Plus M.2
  • SSD2: Samsung 500GB 860 EVO
  • SSD3: Samsung 500 GB 840 EVO

Problem: After a while of gaming (~30 minutes), wifi and audio services suddenly crash. Computer remains operational otherwise, but there is no audio or access to the internet before a boot. Computer is around 3,5 years old, and the problem started to occur first time around 1,5 years ago. This problem shows up only when the pc is under load (gaming), not in light use (surfing in the web etc.).

After the crash, Device Manager shows errors (yellow triangle icon with an exclamation mark) for the following devices after the crash:

  • Intel(R) I211 Gigabit Network Connection
  • AMD USB 3.10 eXtensible Host Controller - 1.10 (Microsoft)

According to Event Viewer, the following Administrative Events take place at the moment of the crash:

  • Event ID: 2, Source: rtcx21
  • Event ID: 10317, Source: NDIS
  • Event ID: 5007, Source: Netwtw10
  • Event ID: 5005, Source: Netwtw10
  • Event ID: 5010, Source: Netwtw10
  • Event ID: 5002, Source: Netwtw10

What I have tried so far to fix the problem:

  • Update all possible drivers (devices, BIOS, chipset etc.).
  • Perform complete formatting and partitioning of hard drives and fresh install of Windows.
  • Tried both Win10 and Win11.
  • Disabled WLAN/LAN/Bluetooth modules of the motherboard and installed an external Wifi+Bluetooth adapter to PCI-e slot, and it worked successfully until I started gaming, when the same crash occurred again. When using the adapter, I got the same event IDs in the Event Viewer after the crash (5002/5005/5007/5010).
  • Clean dust away from the inside of the case. (Sidenote: A small motherboard cooler was basically covered with dust a while ago, and after I cleaned the dust away, the computer seemed to work normally for a while, but the problem returned after like two months. However, there is no new dust preventing the cooler’s function anymore.)
  • Tried with both power plans: balanced and high performance.
  • Using Device Manager, changed the power management settings of Intel ® Wi-Fi 6 AX200 160 MHz and of Realtek PCIe 2.5GbE Family Controller so that the computer cant turn the device off to save power.

I have tried many things so far, but nothing seems to help. Also, I can’t pinpoint whether this is a hardware or software related problem. Please, could you help me out to fix this annoying problem? Thanks!

0 Kudos
914 Views
4 REPLIES 4

Reaktiivi
Level 8

‎06-15-2024 10:52 AM

Small update: I tested gaming again, this time by disabling all onboard Wifi/LAN/Bluetooth modules and by using USB Dongle adapters for Wifi and BT. The crash happened again in the same way, but this time the event viewer showed no events or errors taking place at the time of the crash.

0 Kudos

Jiaszzz_ROG
Customer Service Agent

‎06-17-2024 03:23 AM

Hello, @Reaktiivi 

Thank you for sharing your detailed specs and troubleshooting methods.
Based on your description, the simultaneous Wi-Fi and audio crash occurs only after 30 minutes of heavy gaming.
Does this issue happen with specific games?
Have you monitored the temperature changes of the CPU, GPU, and related hardware when the issue occurs?
Disabling the onboard WLAN/LAN/Bluetooth modules and using an external adapter results in the same issue, which suggests the motherboard is not at fault.
Given the current situation, we recommend monitoring the temperatures at the time of the issue and ensuring the cooling system is functioning properly.
If possible, please try a bare-board test in an insulated environment.

Thank you.

0 Kudos

Reaktiivi
Level 8

‎06-17-2024 12:21 PM

Hello Jiaszzz,

Thanks for the answer. In the meanwhile, I did some more testing and managed to define that the problem is related to cooling. As I learned from other users of ASUS ROG STRIX X570 motherboards that the PCH thermal pad is of bad quality, I decided to try changing it. The old pad was all dried up and brittle as it crumbled away itself when I removed the heatsink. After installing a new thermal pad and running a performance intensive game for 2 hours, the problem did not occur anymore. So, more testing is needed before I can be sure, but for now it seems that PCH overheating was the problem.

Jiaszzz_ROG
Customer Service Agent
In response to Reaktiivi

‎06-19-2024 01:40 AM

Hello, @Reaktiivi 

I'm glad you were able to pinpoint the problem.
Temperature and cooling anomalies are highly likely to cause the situation you described, especially since the issue doesn't occur under light load conditions.
If you encounter any further difficulties or have any concerns, please feel free to start another discussion thread or PM me anytime.

Thank you.

0 Kudos