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ASUS ROG M16 Zephyrus Gaming Laptop Monitor and Keyboard Shutting Off Randomly

TripleUnique
Level 7

So I’ve been having this issue for some months now. Just last week I got my laptop back from ASUS repair under RMA as it is still under warranty.

Not sure what the issue is with this, but when I’m playing Diablo 4 or Diablo Immortal my monitor and keyboard just randomly turn off. The system is still running though, but the only way to get it to turn back on is to force shutdown and turn it back on.

While gaming my GPU stays at a consistent 68-70 degrees Celsius. So I’m pretty sure that this is not a heating issue. I don’t use my laptop on my lap, I have a lap desk that I use which avoids any of the vents from being blocked.

My BIOS versions is: 3.12, I have the latest NVIDIA Drivers installed - ver. 556.12 and all other drivers and system updates I keep installed and up-to-date.

Should I send it back into ASUS? At this point I’m thinking it is a defective unit.

 

e: it doesn’t happen all of the time, but usually when it does happen I’m gaming for more than a couple of hours. Also, when I started the laptop back up after this incident, I was typing a reply to a discussion board post and my keyboard input stopped all of a sudden. The keyboard light turned off and the system wasn’t recognizing any input what so ever, but the trackpad still worked. After about 20 seconds, the keyboard started recognizing input and the backlight was able to be turned on (had to do that manually for some reason).

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2 REPLIES 2

Anbby_ROG
Customer Service Agent

Hi @TripleUnique ,

Since you mentioned that you have already RMA'd the product, could you please provide your product serial number and RMA number via private message?
Have you tried using the NVIDIA drivers that have been verified by ASUS?
Additionally, we would like to confirm the usage scenario. Are you connected to an Ethernet network or using an external hub and other devices? If so, please share the brands and models of the external devices for further verification. Thank you.

Ok, i pm’d you with the info you requested