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ROG Zephyrus Duo 16 (2023) - Random restarts and keyboard failures

tomashined
Level 9

A few months ago we were struggling with issues with flickering and freezes
https://rog-forum.asus.com/t5/gaming-notebooks/rog-zephyrus-duo-16-2023-freezes-on-startup/m-p/96353...
https://rog-forum.asus.com/t5/gaming-notebooks/asus-zephyrus-duo-16-2023-freezing-flicking/m-p/95140...

I discovered 2 new problems some time ago...
1) The keyboard periodically stops working. This happens randomly - it may stop responding during operation, and then when it hangs after an average of 10 seconds, it will issue all the commands sent at the time of freezing, and often stops working when the laptop goes into sleep mode and the keyboard does not respond at all upon return.
2) The laptop has recently become very often rebooted by itself when working (and simple tasks). And then the keyboard fails to work.

The keyboard turns on only during a forced reboot of the laptop by pressing the power button for a long time.

It is very difficult to record these problems on video, because they occur randomly. Similarly, in order to bring to the service - the experience of those who contacted the service department showed that incompetents work there.

If someone is facing such a problem, please write to increase ASUS's attention to this firmware problem. If someone was able to fix it, then even tell me how. I have all the latest updates of everything.

Product Name: 

GX650PY-XS97

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1 ACCEPTED SOLUTION

Accepted Solutions

Anbby_ROG
Customer Service Agent

Hi @tomashined ,

Regarding the keyboard issue, please try removing ASUS System Control Interface v3, uninstalling Armoury Crate using the uninstall tool, and then reinstalling ASUS System Control Interface v3 and Armoury Crate to see if there is any improvement? 
For the random restart issue, as QQ02 mentioned, we need to confirm whether the restart occurs due to specific software or if it happens only during standby. Have you reset the system and tested whether the issue persists in a clean environment without updated drivers and installed software? Thank you.

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4 REPLIES 4

QQ02
Level 11

The keyboard sleep can be related to the Aura Sync if you have the drivers installed, but are not actively using it for the keyboard. Go to Armoury Crate - Device - Lighting and enable Aura Sync or uninstall any drivers related to Aura Sync for keyboard.

Random reboots are a more tricky concern. One option would be to leave running it in BIOS (easiest diagnostic step to take) or run a Linux off a flash drive to see if the problem extends beyond Windows. If it does and the BIOS has been updated, it's pretty probably a hardware issue and needs the service centre. In that case it is important to state roughly how often the issue occurs and whether it is Windows-specific or also occurs elsewhere. If it does not occur outside of Windows, it is likely a driver issue, in which case the service centre would do nothing more than restore the device to factory settings (old drivers), which is something you can try yourself.

Anbby_ROG
Customer Service Agent

Hi @tomashined ,

Regarding the keyboard issue, please try removing ASUS System Control Interface v3, uninstalling Armoury Crate using the uninstall tool, and then reinstalling ASUS System Control Interface v3 and Armoury Crate to see if there is any improvement? 
For the random restart issue, as QQ02 mentioned, we need to confirm whether the restart occurs due to specific software or if it happens only during standby. Have you reset the system and tested whether the issue persists in a clean environment without updated drivers and installed software? Thank you.

Scymon
Level 7

I am seeing this issue too, tried the "solution" still occurs, I also noticed if I try to launch "Speccy" it crashes immediately, and the keyboard isn't working after it botts back up, I have to Hard reset it to get the keyboard to work again.

Anbby_ROG
Customer Service Agent

Hi @Scymon ,

I would like to confirm with you whether the keyboard issue still persists after performing a hard reset. 
Regarding the crashing issue, could you please verify if you are using the latest ASUS-certified versions of the NVIDIA display driver and AMD graphics card driver? Additionally, apart from experiencing crashes when opening Speccy, do you encounter any issues with other software/programs or during standby?Thank you .