Asus ROG Zephyrus G14 GA402RK Shutdown, freezes after repair service

[RazeTheShadow]

Dear Asus ROG support!

I am writing to express my frustration with several ongoing issues. My laptop had numerous numbers of problems during high-load situation (gaming, video render or multichannel recordings). The computer randomly freezes or shutdown during work. Also there are no Windows log entries that indicate a problem. I already contacted Asus support and they suggested that I should bring the computer into a service center. I followed their instructions and they changed the motherboard. Unfortunately this did not fix the problem. 

I am a sound engineer and I use this laptop for work, if the computer dies on me on a job I could lose several hundreds or thousands of dollars and also get a bad reputation. I wish to find a solution on this matter. I could bring the computer back to the service center, but I fear the problem would not be solved. 

As far as I know there are several more threads on reddit and on this site about similar problems with other g14 laptops. I wish to find a solution and I hope you can help me with this problem.

Wish you all the best,

Balázs.K

[Anbby_ROG]

Hi @RazeTheShadow ,

I’m sorry to hear about your service experience. To further confirm your issue, please provide the following information, and I will coordinate with the local service team for further assistance. Thank you.

• Serial Number:
• BIOS Version:
• Windows Build Version: (Settings - System - About)
• iGPU/dGPU Driver Version (Recommended to test with the ASUS verified version):
• Are there any external monitors or other devices connected? (Please provide the brand and model of the devices):
• Have you upgraded or replaced the SSD/RAM?
• Are you connected to Ethernet?
• GPU and Fan modes in Armoury Crate:

[RazeTheShadow]

Dear Anbby!

Thank you for your reply, here are the following specs you need:

• Serial Number: N3NRKD01468110A
• BIOS Version: SM BIOS 3.4
• Windows Build Version: 22631.4169 
• iGPU/dGPU Driver Version:  32.0.11037.4004
• There is only a MX master 2 mouse and a Sony WH1000 XM4 headphone connected to the laptop. Sometimes an RME Babyface interface
• I Did not change the RAM or the SSD or the Network card
• I use the laptop mainly with Wi-fi
• GPU and Fan modes in Armoury Crate: Gpu mode is standard and the fan mode is performance

Lastly, if there is a high load like a stress test (I used OCCT) and I unplug the computer and then re-insert the barrel jack I can trigger the mentioned problem 80% of the times. 

[Falcon2_ROG]

@RazeTheShadow 
Upon reviewing the graphics card driver version you provided, it is not the version we provided.
We recommend using the version we have tested and then checking if the issue persists.
https://dlcdnets.asus.com/pub/ASUS/GamingNB/Image/Driver/Graphics/30361/AMD_Graphic_DriverOnly_ROG_A... 
Sorry for any inconvenience it may be caused.

[RazeTheShadow]

Dear Falcon2,

Thank you for your reply. Just to be sure, so as far as I can tell I shouldn't use  AMDs andrenalin software only use Asus Driver support page? I updated the drivers through AMDs software. 

Thank you in advance

Raze 

[RazeTheShadow]

Dear Falcon2,

Sadly the problem did not disappear. I installed the drivers (before the install I uninstalled the previous drivers for a clean install). Also I quess because the driver which is provided within the Driver Support page 2 years old it crashed out several times (AMD Driver timed out error message). If you guys have any other idea I am open the any suggestions.

UPDATE 1: In windows log there is a Kernel Power ID: 41 critical error. Which is new, when the computer was in the service center for the second time it did not produce any windows log errors. Nonetheless it still produces the same error

Thanks,

Raze