Windows Hard Freeze on ASUS Zephyrus ROG M16 (2023) GU604VI

[jackieAZ]

I have an issue that started around a month ago where Windows 11 (and thus the PC) will sometimes hard freeze on the desktop, until I hard reset by holding down the power button. I have rolled back my NVIDIA driver and Intel graphics driver, passed all the UEFI built in troubleshooting tests, checked Event Viewer after a freeze (there's nothing), and have updated Windows. I have also done error checks from File Explorer on both of the installed SSD's. I haven't seen any correlation with heat *initiating* the crash, and have never observed the crash occurring while under a load (ie demanding video games, production software, etc). I have however noticed that the laptop gets hot to the touch and fans rev up *after* the freeze has started, implying that the PC is chugging and getting hung up on something. Maybe a memory leak or something? I don't know.

Are there any known issues that could be causing this or recommended solutions to try? I've seen some reddit posts for desktop PC's talking about lightly adjusting CPU/RAM voltage helping, is that something anyone has had success with?

[Anbby_ROG]

Hi @jackieAZ ,

I would like to confirm if you have connected any external devices (such as a hub or headphones) and are using Ethernet.

Additionally, you mentioned that you installed another SSD. Have you tried testing with the SSD configured as provided from the factory? Thanks

[jackieAZ]

Yes, I have a USBC to Ethernet adapter, and a USB2 Hub with peripherals connected. Can you clarify what you mean by 'configured as factory' with regard to SSD, do you just mean removing the SSD I've added and seeing if the crashes happen with only the factory boot drive in the PC?

[Anbby_ROG]

Please try disabling LAN power saving/USB power saving (under "Universal Serial Bus Controller," right-click on each driver one by one and go to its "Properties." In Properties, go to the "Power Management" tab and uncheck the box for "Allow the computer to turn off this device to save power") in Device Manager and test if the issue improves. Thank you.

[jackieAZ]

I just tried that and restarted, no effect unfortunately. It looks like I'm also back to getting crazy stutters in games which was something I was experiencing earlier but I thought went away after NVIDIA driver rollback. To be clear this starting happening today in general, before trying your suggestion. But yeah this kinda sucks 😞 

[jackieAZ]

Just tried slowly eliminating USB devices, no change and still stuttering. Then it seems like the issue stopped happening after I reseated RAM but I'm not convinced that was an actual fix. I'll continue to monitor though for the stutter and hard freezes 

[Anbby_ROG]

Thank you for the update. Please continue to monitor the situation, and let us know if anything comes up. Thank you!

[jackieAZ]

stutters are back. tried suggestion online to disable 'turn device off to save power' in device manager for intel management engine, didn't help 

[Anbby_ROG]

I would like to confirm if the stuttering and hard freezes usually occur during gaming or general use. Please try using DDU to completely remove the display drivers, and then install the ASUS-validated NVIDIA graphics driver version V31.0.15.2901 and Intel graphics driver version V31.0.101.4502 to see if there is any improvement. Thank you.

[jackieAZ]

Tried that this evening, no dice. Did DDU + Restart + Driver Install + Restart for both Intel and NVIDIA gpus 

Hard freezes usually occur during general use, sutter usually occur during gaming and in my digital audio workstation software (Cubase Artist 12)