ASUS ROG Strix SCAR G835LW-BS97-CB -> Tunderbolt 5 ports not recognizing screen extenders *BUG?*

[m0stly_harmless]

Greetings,

I've had this new laptop (G835LW-BS97-CB) from BestBuy.ca for two months now.  I'm on my second unit.

Both units seem to suffer from the same disease, namely, not being able to recognize either one of my screen extenders.

I would like to know if anyone else has run into this issue and, if they were able to correct it.

I've spoken to ASUS tech support AND The Geek Squad to no avail.  The original laptop was sent in for repair to find out if it was the Thunderbolt ports that were failing.  Repairs didn't fix the issue.  A complete unit exchange was initiated, and yet I find the issue persists on this new unit.  The error code in question that is produced when I plug either screen extender in is found in Device Manager -> "Error Code 43.  Windows has stopped this device because it has reported problems."  Then it goes into a hardware detection loop until the extender is unplugged.

The screen extenders work on my old ASUS (2023) laptop - which my son is using.  IF I use a *real* monitor to extend my screen to, that works.  That setup is not feasible though due to my current space limitations of where I have my laptop setup.

I need to get a screen extender that works with this machine and my space limitations.

Thanks in advance.

[Falcon2_ROG]

@m0stly_harmless 
May I ask for the BIOS version, system version, and OS build currently used on your laptop?
Also, please assist in confirming the following:

1. What is the brand and model of the screen extender you are using? Please provide the full name.

2. How is the screen extender connected to the laptop? Please provide a photo for our verification.

3. Is the graphics driver currently used on your laptop the one provided by us?
   If the installed driver is a generic driver, we recommend uninstalling the graphics driver and then downloading and installing the driver from our website:
   https://rog.asus.com/laptops/rog-strix/rog-strix-scar-18-2025/helpdesk_download/

[m0stly_harmless]

Greetings Falcon2_ROG,

Find requested info below:

1. https://www.amazon.ca/dp/B0BNHVGQMG?ref=ppx_yo2ov_dt_b_fed_asin_title 

I have returned the primary screen extender to Amazon as it is useless to me.  See link above for the info on it.  The second one in the house is on my son's system.

It's this model:

https://www.amazon.ca/dp/B0CLGL3D17?ref_=ppx_hzsearch_conn_dt_b_fed_asin_title_13 

2. The screen extender was connected via USB-C cable.

https://www.amazon.ca/dp/B0DYF6ZNW9?ref=ppx_yo2ov_dt_b_fed_asin_title 

3.  I have tried both the graphics driver provided by nVidia and by ASUS.  The results were the same.  Nothing played nice.

Here are snaps of the rest of the info you requested:

System & BIOS infoWindows info

Thanks in advance.

[Falcon2_ROG]

@m0stly_harmless 
Thank you for your information. I have sent you a message and kindly ask you to refer to the steps provided in the message, take a screenshot of the error screen, and provide the log. We will forward it to the technical team for further assistance. We apologize for any inconvenience caused.

[m0stly_harmless]

I'm working on your DM'ed instructions this morning.

I also bought a voltmeter off of Amazon as I'm curious to see what kind of draw this screen has.

[m0stly_harmless]

Log file link sent.

[Falcon2_ROG]

@m0stly_harmless 
I have forwarded the information to the relevant department.
We will keep you updated and your consideration will be very much appreciated.

[m0stly_harmless]

@Falcon2_ROG 

Just so you're aware, I've just updated my BIOS to version 323.  Issue still persists.

[alexgas123]

can i ask, is there new or something different from 318 to 323 bios? like much higher cinebench marks or some boost performance? or just the same?

[m0stly_harmless]

@alexgas123 

BIOS updated are usually critical recommends.  They fix and tweak things that work behind the scene to keep your computer running smoothly.

I haven't found a changelog of what ASUS fixed or tweaked with this update yet, so I can't vouch for anything concrete.  All I know, for a BIOS update to come this early in the game, it must be important.

From their support website:

BIOS Update for Windows

Version 323

16.05 MB 2025/07/25

SHA-256 :69212B1FD1A460486326351ACFC5CDD57F7C232953EFDA11CA19AA6A149DA2AF

Severity :

Critical

Description :
It is recommended to download and update the BIOS and firmware for system performance optimization. The update takes a few minutes, please do not turn off your computer during the process to avoid critical problem that system cannot be turned on.
Caution! Active updates are possible during the Windows Update process!

(UEFI is a firmware package that controls keyboard, monitor, disk and other hardware devices and provides software interface to help OS control hardware devices.)

Important Information:
Optimize system performance

From Google:

The latest BIOS update for the ASUS G835LW, likely referring to the ROG Strix SCAR 18 (2025) G835, includes optimizations for performance and stability, especially related to the new cooling solution and possibly addressing issues with the previous BIOS version. Specific changes may include improved thermal management, enhanced power delivery, and support for new hardware components. 

As well, I doubt any BIOS update will increase Cinebench scores.  

Hope this helps.