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Asus Rog Strix G513Qm Randomly Freezing

farzadbyt1
Level 8

Hi guys

I bought Rog Strix G513QM-HN289 in 2021.

laptop has AMD Ryzen 9 5900HX with Radeon Graphics and Rtx 3060

From two weeks ago this laptop freezing randomly in windows when working and even when I want to install win 11 ( in middle of copying windows file freezing ) and not respond to mouse, touchpad, keyboard , .. , and I have to press and hold shutdown bottom for force shutdown.

I search in the internet and someone told this problem is because of ftmp in asus motherboard and you should disable it.

but I can not find any setting in bios to disabled it, and another one told asus customer service installed custom bios to disabled tmp and problem disappear, I need that custom bios install and solve my problem, but unfortunately I live in Iran and I can not call or access to Asus Customer Service and I stuck here , can any one help me to get that custom bios and send it to me?

Thank you.

Computer Brand Name: ASUS ROG Strix G513QM_G513QM
Processor Name: AMD Ryzen 9 5900HX
Original Processor Frequency: 3300.0 MHz
Original Processor Frequency [MHz]: 3300
Motherboard Model: ASUS G513QM
Motherboard Chipset: AMD Promontory/Bixby FCH
BIOS Manufacturer: American Megatrends International, LLC.
BIOS Date: 02/24/2023
BIOS Version: G513QM.331
UEFI BIOS: Capable

Super-IO/LPC Chip: ITE IT5571
Trusted Platform Module (TPM) Chip: Hardware TPM, version 2.0

System BIOS Version: 5.19
Embedded Controller Firmware Version: 0.80

622 Views
9 REPLIES 9

Anbby_ROG
Customer Service Agent

Hi @farzadbyt1 ,

Due to random freezing, which could stem from either software or hardware issues, you mentioned that the problem began two weeks ago, which might be a significant timeframe. We recommend using the MyASUS tool for diagnostics to check if there are any error prompts or warnings.
Additionally, have you considered trying a system reset and then installing drivers certified by ASUS for testing? This may help determine if the issue is related to software.
As for the BIOS, we typically do not provide custom BIOS versions. You can download the BIOS version from here.
We hope these suggestions help resolve your issue. If you have any further concerns, please feel free to let us know. Thank you.

Hi @Anbby_ROG 

I remove old win and install new win 10 , and download driver from link that you told me.

and install MyAsus and update all driver too. and run diagnostic from Myasus and no error found.

but after 48 min freezing again, and nothing work 

note: In try to install win 11 system freezing in the middle of installation (try multiple times) but for windows 10 not freezing in installation but freezing while working!!!

 

C-V-N
Level 12

Hi @C-V-N 

I do not have those setting you mentioned in my laptop bios settings

but I diagnostics with MyAsus and not found any error.

and still I can not use  from my laptop. this is disappointing for Asus!!

Anbby_ROG
Customer Service Agent

Hi @farzadbyt1 ,

Thank you for your response. I would like to inquire whether, during use, you have connected the power supply and other external devices (such as a monitor or hard drive).
Additionally, after reinstalling Windows 10, aside from updating ASUS-certified drivers and installing MyASUS, have you installed any other software or executed additional updates? Thank you.

Hi @Anbby_ROG 

While testing taptop , I tested  with and without connected power supply and no other external devices. In both case laptop freezing 

after installing win 10 , I just installed MyAsus and install driver from it.   no other source but not working, then install win 10 again and download driver directly from above Url ( drivers certified by ASUS) and installed from it, and freezing again after some minutes.( for prevent windows to download update I disconnected from wifi  and but freezing then connected wifi and download windows update but freezing again)

and I try to install (Ubuntu 23.10.1 (Mantic Minotaur)) and in the middle of installation freezing, 

the only os can install now is just win 10

Thank you.

Anbby_ROG
Customer Service Agent

Hi @farzadbyt1 ,

Thank you for your reply. 
If freezing issues persist after reinstalling the system, and both system and software problems have been ruled out, it is likely that the issue stems from hardware. We recommend you take your laptop to a local service center for further hardware diagnostics. We apologize for any inconvenience this may cause.

Hi @Anbby_ROG 

Many people have same problem as me, one of them find solution: set minimum fan speed to 2000 rpm , and no freezing ( I test it for about 10 hours working with it  and no freezing occurred.)

from  Link  what do you think about this?

Thank you.

Anbby_ROG
Customer Service Agent

Hi @farzadbyt1 ,

Thank you for the update. This raises concerns that there may be a problem with the cooling system. Could you please confirm if you are adjusting the fan settings through Armoury Crate? Please enable the log recording feature in Armoury Crate and download HWinfo to record logs.
Set the fan to its original configuration, monitor temperature changes, and provide the following information via private message. I will coordinate with the relevant teams for further investigation. Thank you for your cooperation.

 

Serial Number (SN):
GPU and Operating Mode settings in Armoury Crate:
Windows Build Version (Settings - System - About):