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Asus ROG Ally Freezing

Level 7

I bought a ROG Ally Z1 Extreme 5 days ago, and it is already freezing.

I'm deeply disappointed, every time I start the handheld, it freezes for 2-10 minutes (even to insert the Windows password, making it impossible to login), and sometimes it also freezes while I am playing.

While playing League of Legends, sometimes the keyboard simply stops, while the game runs smoothly (including the mouse actions) - the fps stands at 200+. If I press Alt + Tab, it takes like 2 minutes to come back to desktop and another 2 minutes to go back to the game, leaving the screen black, while all songs of the game can be heard with no lag or freeze.

I did all the updates requested and I don't know what to do. I'm thinking about returning it and getting my money back.


Level 8

"I'm sorry to hear about the freezing issues you're encountering with your ROG Ally Z1 Extreme. Based on what you've described, it seems like there could be underlying hardware or software issues causing these problems.

Firstly, it might be helpful to run diagnostics on your hardware to check for any potential component failures. This could involve testing the CPU, GPU, memory, and other critical components for any issues.

Additionally, considering that you've already performed all requested updates, it's worth exploring software-related possibilities. Try updating your device drivers and conducting a thorough system scan to identify and address any corrupted files or misconfigurations that might be contributing to the freezing.

If you're still experiencing difficulties after troubleshooting these areas, it might be worthwhile to reach out to customer support for further assistance. They may have additional suggestions or be able to provide a solution that resolves the problem.

Lastly, if none of these steps prove effective, you might want to consider returning the device for a refund or replacement, as persistent freezing issues can significantly impact usability and overall satisfaction.

I hope these suggestions help you in resolving the issue with your ROG Ally Z1 Extreme.

Customer Service Agent

Hi @Andrericardo ,

I'd like to confirm with you whether you're using any external devices (such as an SD card or a dock). Please try removing all external devices and test to see if the issue improves.
Additionally, please try a cloud restore to see if the problem is caused by a system anomaly. If the issue persists, as you mentioned that the product was recently purchased, to ensure your rights, if the product is still within the return period, I recommend contacting the retailer for further assistance. Thank you.

Hey guys, thanks for the answers.

Yes, the problem is noted only when the device is connected to the dock.

However, I need to use a dock to play with mouse and keyboard. Does anyone knows a solution for this?