Brand new g16 freezes suddenly

[gonilho2]

My brand new rog zephyrus G16 starts randomly freezing every few seconds or even a minute, this has made basically every game impossible, but the weird thing is I play forza with my controller and it works just fine. I think it has something to do with when my mouse moves. It’s not just a display thing on my end my friends can see it on screen share happen live. I’ve uninstalled armory crate and I never have high temps.

[ReneS]

I have the problem that if I want to delete several emails, for example, or scroll up and down at “X”, the notebook simply restarts 😞

[Anbby_ROG]

Since your issue does not align with this discussion topic, to ensure that your problem can be seen and discussed by other users, we suggest that you create a new discussion. Please include the product model, BIOS version, and detailed usage scenario. This will help everyone to better understand and clarify the issue. Thank you.

[Anbby_ROG]

To further clarify the issue, could you please record a video of the freeze using an external device and provide the following information? This will help us better understand the problem. Thank you!

• BIOS version:
• Windows Build Version (Settings > System > About):
• iGPU/dGPU driver version:
• Name of the game or software where the issue occurs:
• Are there any external monitors or other devices (hard drives, docks) connected?
• Have you added or replaced the SSD/RAM?

[ReneS]

• BIOS version: 306
• Windows Build Version (Settings > System > About): Windows 11 Home 24H2
• iGPU/dGPU driver version: 24.10.1
• Name of the game or software where the issue occurs: Thunderbird and Firefox Browser
• Are there any external monitors or other devices (hard drives, docks) connected? one per USB-C
• Have you added or replaced the SSD/RAM? The RAM is soldered and the SSD is the one that is installed as standard

Best tRegards

René

[Anbby_ROG]

Thank you for the information. We’d like to further clarify the connection status of your mouse and other external devices. Could you try connecting the mouse to a different USB port to see if this improves the situation? Thank you!

[Notebook] Using USB 3 and 2.4GHz USB wireless device at the same time may experience radio frequenc...

[ReneS]

Hello, the mouse and keyboard are connected via Bluetooth

The USB ports are not occupied, only power and USBc are connected to the external monitor

best regards

[Anbby_ROG]

I would like to confirm whether you have tried testing in Safe Mode to see if the "freezes suddenly" issue still persists. Thank you.

[ReneS]

Thank you very much for the help, no freeze has occurred yet, I will keep an eye on it