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Stuck at rog logo during start up when usb c was plugged in

Ck
Level 7

I recently bought rog zephyrus g14 GA402. Due to the limited port of G14, I decided to buy a external port that allow connection for lan cable, usb and hdmi port, connect through usb c on the laptop. Everything works fine when I first plugged in. But I start to realised everytime when I boot up my computer, the screen will stuck at the rog logo. It will only start to enter window when I unplugged the external port extension and replug again when I entered windows. 

May I know if this is normal, should I go for service center? 

 

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10 REPLIES 10

Anbby_ROG
Customer Service Agent

Hi @Ck ,


May I confirm with you the brand and model of the external port expansion you are connecting? 
Based on your description, it is possible that there may be a compatibility issue with the external port expansion. 
Could you please provide your current BIOS version? Have you tried testing with other HUBs to see if the issue occurs? Thank you.

Due to the ongoing regional holidays, my responses may be slightly delayed.
Thank you in advance for your patience.‌‌‌‌

Hi @Anbby_ROG , the hub is ugreen 10in1 hub. My bios is version 312. I have no issue with my mouse and keyboard plugged in usb 3.0 all the time even during boot. The only prob is the usb c when plugged to my hub

Everything works normal when I plugged in the hub when I am in already in Windows. Only during boot up the issue arise. 

Anbby_ROG
Customer Service Agent

Hi @Ck ,

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

Due to the ongoing regional holidays, my responses may be slightly delayed.
Thank you in advance for your patience.‌‌‌‌

amr1
Level 7

I experienced a really similar issue with the same model G14. I have a UGREEN USB-C ethernet adapter, when it was connected on startup, the laptop would hang on the ROG image until it was disconnected (I found this out by chance). I found that disabling the fast boot option in BIOS has resolved the issue.

amr1
Level 7

So after working for a few restarts, the fix I tried above no longer works, I now hang on the ROG logo if the USB-C ethernet adapter is connected on boot, @Anbby_ROG @Ck were there any solutions to this issue?

Anbby_ROG
Customer Service Agent

Hi @amr1 ,

Thank you for your update. 
The relevant department is currently analyzing and verifying the issue. If there are any further updates, I will inform you immediately. Thank you.

Due to the ongoing regional holidays, my responses may be slightly delayed.
Thank you in advance for your patience.‌‌‌‌

Anbby_ROG
Customer Service Agent

Hi @Ck@amr1 ,

Regarding this issue, we anticipate releasing a new BIOS by the end of August to address this problem. 
Please kindly pay attention to the Driver information on the ASUS official website. We hope to provide you with a better user experience.

Due to the ongoing regional holidays, my responses may be slightly delayed.
Thank you in advance for your patience.‌‌‌‌

Anbby_ROG
Customer Service Agent

Hi @amr1@Ck ,

 

The new BIOS has been released (GA402N:314, GA402X:313). Please try updating the BIOS and test to see if there are any improvements. 

We look forward to your feedback. Thank you.

 

Due to the ongoing regional holidays, my responses may be slightly delayed.
Thank you in advance for your patience.‌‌‌‌

Thank you for your reply and thanks to those working on the new BIOS. I have installed BIOS 314 on my GA402NV and still get the same behaviour. When I start up with my USB-C ethernet adapter connected it hangs on the ROG logo until I disconnect and then it boots to Windows and I can reconnect the adapter without any issue. I have tried several restarts and shut downs and see no difference.