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ROG Strix SCAR 16 G634JY (2023) Thunderbolt 4 port issues

Lom
Level 7

Hello all, 

I bought this laptop less than a year ago and I keep having issues with the Thunderbolt 4 port.

When I use a dock or hub on it with some peripherals connected, and then run something a bit more resource heavy (a game or multiple apps), there is a good chance that all my peripherals freeze (including the laptop keyboard and touchpad) and only the power button still works. Windows and whatever app was running continue to do so, but I have no option other than doing a forced shut down.

Initially I thought that the dock was faulty (Anker) and had it replaced, but nothing changed. Same dock on another laptop (a Zephyrus) works fine, but that laptop doesn't have TB4.

Then I decided to try a simple wireless headset dongle (Jabra). It works most of the time, but has random interrupts in sound and the range of the headset is drastically reduced. Same dongle put into one of the normal USB ports, with a USB to USB-C adaptor, works perfectly without any sound loss. Range on the TB4 port ~1m, range on the USB port ~5m.

Now I have a USB hub with only 1 dongle in it (Logi Bolt) and even with this one I noticed interruptions in my mouse movement.

I'm up to date with BIOS updates, windows, etc.

At this point out of ideas and was hoping somebody here has some suggestion other than just sending it to the warranty check. 

Regards,

Lom

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5 REPLIES 5

Anbby_ROG
Customer Service Agent

Hi @Lom ,

I would like to confirm whether you are connected to an Ethernet network?

Please try disabling LAN power saving/USB power saving (under "Universal Serial Bus Controller," right-click on each driver one by one and go to its "Properties." In Properties, go to the "Power Management" tab and uncheck the box for "Allow the computer to turn off this device to save power") in Device Manager and test if the issue improves. Thank you.

Lom
Level 7

Hello, 

I use WiFi connection, no Ethernet cable used.

I did the configuration and will try to see if the issue persists.

Regards,

Lom

Anbby_ROG
Customer Service Agent

Hi @Lom ,
Thank you for your feedback. Please test it and share the results with us.

Lom
Level 7

Hello, 

I've tested it now for a few days and unfortunately it has all the same issues as before.

Anything else I can do to test it?

Regards,

Lom

Anbby_ROG
Customer Service Agent

Hi @Lom ,

Due to the need for your personal information.
I have sent you a message, please check✉. Thank you