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Unresolved Random Shutdown Issues After Multiple RMAs

CupCoffee
Level 7

Dear ASUS ROG Support Team,

I am writing to express my deep dissatisfaction and frustration with the ongoing issues I have been experiencing with my Zephyrus g14 2022 GA402RK laptop. For several months now, my laptop has been randomly shutting down without warning during gaming sessions and while rendering videos. This is not only disruptive to my work and leisure activities, but it raises serious concerns about the reliability and longevity of the hardware.

I have already gone through the RMA process twice, each time waiting patiently and hoping the underlying problem would be identified and resolved. However, much to my dismay, the laptop has been returned to me both times with the issue still persisting. I have lost valuable time and productivity due to these interruptions.

After some research, I have discovered that I am not alone in facing this problem. Multiple threads on Reddit and other forums describe nearly identical symptoms from other Zephyrus owners - random reboots and shutdowns, often during gaming or high-performance tasks, with no clear software/driver cause. Some have reported needing to have their motherboards replaced to finally resolve the issue.

At this point, with my warranty now expired after the second unsuccessful RMA, I am left with a defective laptop not fit for its intended purpose and no clear path to a solution. As a long-time ASUS customer, this experience has shaken my trust and confidence in the brand's quality control and customer support.

I am hoping that by bringing this matter to your attention, ASUS will stand behind its products and work with me to finally get to the bottom of this and provide a permanent fix, as I know you strive to ensure customer satisfaction. I believe that given the well-documented nature of this hardware defect, an exception to replace the faulty components is warranted, even outside the normal warranty period.

I look forward to hearing back from the ROG support team and working together to restore my faith in your brand and get a gaming laptop that meets the high performance and reliability standards that ASUS is known for. Thank you for your understanding and assistance with this frustrating matter.

 

Here are some links from other people with the same issue:

https://www.reddit.com/r/ZephyrusG14/comments/11y0jy5/g14_randomly_shutting_down_while_playing_games...

https://www.reddit.com/r/ZephyrusG14/comments/17jtl2h/2023_g14_randomly_reboots/

https://www.reddit.com/r/ZephyrusG14/comments/wieq4m/video_2022_g14_restarting_randomly_in_games/

https://www.reddit.com/r/ZephyrusG14/comments/198eh2b/has_anyone_solved_the_random_restart_issues_wi...

https://www.reddit.com/r/ZephyrusG14/comments/n43on9/g14_restarting_by_itself/

1,274 Views
7 REPLIES 7

rashi_3
Level 9

Please uninstall Armoury Crate using Uninstaller for Armoury Crate available on their site. 

Make sure you removed all Asus bloatware. Seems like they are experimenting on us.

You can use G-helper an open-source tool for doing Armoury-Crate things. 

Please try this solution and let us know. A lot of users are facing this issue. Worst mistake of buying Asus. These seem experimental devices

Despite the number of subredditers who continue to refer others to G-Helper, they are not privy to the caveats associated. First and foremost, potential hardware damage is possible due to its power management, G-Helper does not know the exact speifications of our gaming notebooks and their power modes - such as Turbo Mode, etc. As such, it could either provide insufficient power, or overload the CPU and GPU which can cause hardware damage over time. On top of that, maximum performance and hardware security could be compromised. While some people welcome the simplicity of the solution, users who recommend this software should make others aware of the potential dangers and install at their own risk.

_____________________________________________________________
FPS, Racing, and VR Gamer / Tech Enthusiast / ROG Admin

I have already tried both G-helper and the Armoury Crate available on the Asus website. Unfortunately, the issue persists.

Something important to check first (which isn't exactly technical), is whether improving the ambient temperature and airflow makes a difference. For example, is the laptop on a hard surface (very soft materials may suffocate it) with sufficient clearance from surrounding objects? Not presuming anything here but in an extreme case - one might be leaving the laptop in a backpack hooked up to an external monitor with wireless peripherals connected, of course it's going to overheat and shut off. 

As you know, playing games and rendering videos are extremely intensive and will heat up any laptop quickly. Do improvements such as this mitigate or eliminate the crashes? We will have a better idea is the issue is heat-related, perhaps something to do with the thermal paste for example. A simple test to perform is to have a large fan (if you have one) blow over the laptop to see if crashes still occur. Of course I'm not suggesting to do this for now on, just a test to understand the issue better. You've had multiple RMAs already, perhaps it's time to explore other factors just in case.    

_____________________________________________________________
FPS, Racing, and VR Gamer / Tech Enthusiast / ROG Admin

My idle temperatures are around 30 degrees Celsius and my full load temperatures range from 86 to 94 degrees, which is normal for Zephyrus G14 laptops as they tend to run hot. The problem is not related to the surface on which I place my laptop, as I use a laptop stand with a cooling fan. I have tried switching between Asus and AMD drivers, as well as resetting my PC multiple times, but the issue persists. I even dual-booted my PC with Windows and Linux for web development purposes to see if it was a software issue, but the problem remains on both operating systems. I have not made any hardware changes when the issue started. I have adjusted fan curves to maximum and disabled CPU boost, but the problem continues. Even when I switch to dGPU mode, the laptop still randomly reboots. The event log only shows a kernel power 41 error.

Additionally, I want to point out that this problem occurs regardless of whether I am gaming, rendering videos, coding, or simply browsing the web.

Anbby_ROG
Customer Service Agent

Hi @CupCoffee ,

I'm sorry to hear about your service experience. To further investigate your case, could you please provide the following information via private message so that I can further confirm with the local service team? Thank you.

Serial Number:
BIOS Version:
dGPU/iGPU Version:
GPU and fan settings in Armoury Crate during gaming and video rendering:
Windows Build Version: (Settings -> System -> About)
Games/software where the issue occurs:
Whether an external monitor or other devices are connected:
Armoury Crate > Settings > About > Service Version > Check Button (Copy all content):