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DomenicoDentice · ‎05-24-2023

Help please.

I have just purchased the ROG Zephyrus Duo 16 (2023) and after a week or so started to freeze on Windows startup and a couple of times on shout down. All drivers were updated and also ran hardware checks as well as a memory diagnostic check. No problem here. The notebook works fine when it gets through the initial startup and can work on it for hours with no problems.

Has anybody an idea on what it could be?

Many thanks!!!

Anbby_ROG · ‎06-15-2023

Regarding the recent issue of freezing that many users have reported, we have verified that this problem is caused by using the latest AMD drivers from the official AMD website. Please follow the steps below to uninstall and reinstall the latest AMD Graphic Driver provided by ASUS official website.
Please kindly pay attention to the driver information on the ASUS official website as we regularly update the drivers to provide a better user experience.

1.Check GPU mode,system should be on standard mode for driver install and uninstall

2.Download AMD Graphic Driver “V31.0.14001.46001” from ASUS websit

https://rog.asus.com/laptops/rog-zephyrus/rog-zephyrus-duo-16-2023-series/helpdesk_download/

3.Execute “Graphic_DriverOnly_ROG_AMD_Z_V31.0.14001.46001Sub2_34120” exe file

4.Click next until belowstep and choose Extract and click next step

5.Driver will extract on below path and click next for next step

6.Click Install,Driver will extractfinished

7.Execute “AMDCleanupUtility” for uninstall AMD Graphic Driver

You can download the official AMD software "AMDCleanupUtility" from the AMD website.

8.System will auto reboot and enter safe mode, click ok for uninstallAMD Graphic Driver

9.System will show message after few minutesand click “Yes” for reboot

10.Check AMD Graphiccard’s driver completely uninstall by device manager

11.Execute Install batch file by administrator

12.Wait few minutesfor installed processand reboot systemby manual after installed finished

13.Check AMD Graphicdriver version “31.0.14001.46001”

To speed up issue identification, please provide the product model, BIOS, and driver versions, along with the troubleshooting steps you've already tried to avoid redundant checks.

⚠️ DM are for collecting personal information only. For technical assistance, please post your issue in the discussion thread so everyone can help and share insights! Thank you for your understanding! 🙂

View solution in original post

tomashined · ‎08-11-2023

Finally, with the latest driver update, all the problems with the system and keyboard freezing and screen flickering have disappeared, and I hope that this is forever. I even reinstalled Windows completely to clean up the system in order to clean up the system from garbage and install the latest versions of all drivers.

So far, everything is fine, but yes - the first experience with ASUS ROG laptops disappointed me very much even before buying it... The first thing I came across was the stupidity and unskilled customer support, which cannot even give an answer to an elementary question regarding the size of a laptop. The second is, of course, the laptop problems described above - it's terrible that the support sent everyone to the same place for any questions - to useless technical support, which, according to other residents of this topic, did not bring any benefit.

Although this experience of interacting with this laptop model turned out to be not ideal, but the device impresses with the presence of a second display, which is very useful and necessary for me as a programmer, even despite the additional external monitors connected.

View solution in original post

Anbby_ROG · ‎05-24-2023

Hi @DomenicoDentice ,

May I confirm with you that when the freezing occurs, does the cursor respond when you move the mouse? And are there any accompanying Blue Screen of Death (BSOD) occurrences?
Additionally, I would confirm with you if you have installed or replaced any memory or hard drive components yourself?
Please try removing any added hardware devices and then restart the system to test if the freezing issue is resolved.
Please feel free to reply and let us know if you have any further questions. Thank you.

To speed up issue identification, please provide the product model, BIOS, and driver versions, along with the troubleshooting steps you've already tried to avoid redundant checks.

⚠️ DM are for collecting personal information only. For technical assistance, please post your issue in the discussion thread so everyone can help and share insights! Thank you for your understanding! 🙂

DomenicoDentice · ‎05-25-2023

Hi @Anbby_ROG ,

Thanks for the reply. The problem occurs on startup and sometimes on shutdown. Not always. The computer freezes completely. No mouse use, not time change, nothing at all. I did many attempts with the help of the support to correct this issue. Installed drivers, I reinstalled windows 3 times following different ways but I do still get the problem. The support thinks it might be hardware related and asked me to send it to their centre as it is still under warranty. The courier picked it up this morning and I now hope they will fix it!!

I will update this thread as soon as I get some news.

Thanks anyway

Anbby_ROG · ‎05-25-2023

Hi @DomenicoDentice ,

Thank you for your reply.
If you have any assistance needed in the future, please feel free to leave a comment or send us a private message. Thank you.

To speed up issue identification, please provide the product model, BIOS, and driver versions, along with the troubleshooting steps you've already tried to avoid redundant checks.

⚠️ DM are for collecting personal information only. For technical assistance, please post your issue in the discussion thread so everyone can help and share insights! Thank you for your understanding! 🙂

Jonnyrad · ‎05-27-2023

I have this exact same issue with mine. It was fine for the first couple of weeks and now when I start it up, I would say 90% of the time it freezes after Windows startup. I then have to hold the power button to switch it off and then when I turn it on the second time it is usually fine and I can use it all day unless a game occasionally crashes. It is very annoying considering the cost of the device. I would be grateful if you could update me if they have fixed the problem when you get yours back.

DomenicoDentice · ‎05-27-2023

Yes I will write it all here! I hope they will find the problem because there is one clearly.

ARC7 · ‎05-28-2023

Same here, it's unacceptable to have to deal with a £5k device failing to boot properly 90% of the time, it also often freezes randomly when doing simple stuff such as opening the start menu, this is clearly a driver fault affecting almost every user, sending this for repairs is a massive waste of time, Asus needs to find out what causes this and issue a patch already, we are not beta testers.

DomenicoDentice · ‎05-28-2023

If that is what is going to be, a faulty driver issue, and they won`t be able to aything about it I will want my money back because they cannot sell a device that doesn`t work as it should!

Anbby_ROG · ‎05-28-2023

Hi @DomenicoDentice ,

Could you please privately message me the product serial number and repair number?
I will assist in monitoring the progress of your product repair. Thank you.

To speed up issue identification, please provide the product model, BIOS, and driver versions, along with the troubleshooting steps you've already tried to avoid redundant checks.

⚠️ DM are for collecting personal information only. For technical assistance, please post your issue in the discussion thread so everyone can help and share insights! Thank you for your understanding! 🙂

DomenicoDentice · ‎05-29-2023

Serial number ? Gx650PY ? And repair number where do I get it from? I only received an email from the centre saying that the laptop was received! How can you find out the progress of the repair?

ROG Zephyrus Duo 16 (2023) freezes on startup