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ROG 17in (2023) X3D turning off

shaunboy
Level 7

I opened a case with Asus but I went back through Windows System event logs and found thermal logs at the same time as the Kernel shutdown critical errors.  The kicker is the laptop is turning off at idle or while I'm just watching YouTube videos.  It doesn't appear to turn off when I am gaming.   I bought the device new "allegedly" from Amazon.com but then when I received the device I found a maintenance record where the motherboard has already been replaced once.  Any suggestions?  (I already had the registration transferred to me and then purchased the extended warranty on this Serial Number - so I do not really want to send it back to Amazon.com)

Thanks, 

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3 REPLIES 3

Anbby_ROG
Customer Service Agent

Hi @shaunboy ,

Regarding the shutdown issue, could you please try updating the BIOS to the latest version and test whether the problem improves using the ASUS verified AMD VGA driver V31.0.14038.8002 and Nvidia VGA driver V31.0.15.4624?
Have you reached out to the original seller to inquire further about purchasing a product with a maintenance record? Some retailers may sell refurbished items, but relevant information should be indicated on the sales page. The above information is provided for your reference.

I already have the warranty transferred and registration in my name.  The seller was Amazon.com and I bought it as "new" yet I found out from the service history on the My Asus app that it has already had a motherboard replaced.  We already checked the bios and drivers on the Asus chat (reference number N2401039455-0004) but I just found thermal shut down logs right before and right after the Kernel power log in Windows Event Viewer for the System log.  It seems like it is powering off for thermal reasons but at idle.  

Anbby_ROG
Customer Service Agent

Hi @shaunboy ,


Due to the content being related to your personal information, I have contacted you via private message. Thank you.