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ROG Zephyrus Duo 16 (2023) freezes on startup

DomenicoDentice
Level 9

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!!!

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202 REPLIES 202

Anbby_ROG
Customer Service Agent

Hi @Jonnyrad@ARC7 ,

Could you please privately message me the product serial number and the current BIOS version?

I will request assistance from the relevant team to verify this issue, and I will keep you updated on any new progress. Thank you.

Hi, I have sent you these details as requested and will be grateful for any help you can provide in getting this issue resolved.

If I hear anything I will of course let everyone know…when I turned my laptop on today, it froze 3 times before it successfully started which was a bit worrying. I’m hoping this was just a one off and that the problem is not getting worse.

Can you please share your findings please?

Thanks

@DomenicoDentice I received message from my local ASUS repair centre that my laptop is ready to be collected. But I cannot ask what happened as the office hour has already passed

Thanks for the update. I was told by the support that there will be a report inside the box explaining what they have done. When you have it, can you please share it with us? I want to see some consistency in the issue and repairs and see if the centres are just performing real repairs or trying things out to then just claim money from Asus to justify their work and generate an income. I am looking forward to hearing from your updates but most importantly to see if they fixed the issue. Thanks

Have you collected your laptop yet? 

Hi @DomenicoDentice . No, I am neither collect my laptop nor contacting their hotline to see what is going on, as their office hour is yet started

 

Anbby_ROG
Customer Service Agent

Hi @smithpoon ,
Thank you for your attention to this case. 
As we have not yet identified the actual cause of this issue, we are still in the process of verifying and investigating. 
We kindly request everyone assistance in providing additional information to further investigate and resolve this problem. 
Thank you for your understanding.

nietonchique
Level 9

have same problem. last windows 11, GX650PZ, bios 312