Crashes to black screen on ROG Ally X

[nvera]

Several people have reported this issue on Reddit; I've encountered it myself as well.

I created this thread on the ROGAllyX subreddit to try and gather info, no one else has added to it yet but it also has links to all the other threads I've seen about this matter: https://www.reddit.com/r/ROGAllyX/comments/1eoch1d/rog_ally_x_black_screen_crashes_has_it_happened/

Wondering if anyone can shed any more light on the cause and/or workarounds, or if an upcoming update is going to sort it.

[nvera]

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@Anbby_ROG wrote:

Due to the lack of complete usage information to further analyze this issue, we have confirmed that BIOS 305 does not include any fixes for this problem. Additionally, some users have reported that issues often occur after waking from sleep (unfortunately, we still have not received sufficient information for further analysis).

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The black screen immediately upon waking from sleep is a seperate issue - I've had that too a few times, and that one comes right if you hold the power button for a couple of seconds (not long enough to force power off), or connect an external monitor.

It's different from the in-game crashes, which leave the system completely unresponsive to anything other than force-power-off (fans / LEDs remain on; screen backlight may or may not remain on - one user is stating that the backlight turns off and treating it as a defining feature of this issue, but very few reports even mention whether the backlight is on or off let alone establish a pattern).

Regarding BIOS 305 - there definitely seems to be a pattern emerging. Obviously, I assume you've confirmed that ASUS did not include an intentional fix for the issue there, but is it possible that it ended up fixed as a side effect of something else in this update? (after all, this update introduced an audio issue that wasn't intended or expected, so side effects can happen)

Another trend that seems to be emerging is going back to what one user said here about the crashes happening while the Y button is pushed. Although I'm almost certian I had crashes where it wasn't pushed, there have been a couple more reports over on Reddit that include that detail. This also could explain why there's no reports of the crashes outside of gaming - even if someone is using the gamepad to navigate the OS or a non-game app, how often are they going to be pushing Y (rather than A or B) outside of games? Though also, it would be weird that one specific button would trigger it, so perhaps it's a wider thing with gamepad and it just happens that people have noticed pushing Y correlates with it? (Pretty much a "see what sticks" situation here.)

[nvera]

I'd just like to suggest another look at the Reddit thread, and in particular, sorting by Newest comments.

https://www.reddit.com/r/ROGAllyX/comments/1eoch1d/rog_ally_x_black_screen_crashes_has_it_happened/?...

The pattern of crashes being connected to pressing the Y button is becoming increasingly strong, including that a couple of users who've noticed such a connection report having no issues when playing with an external gamepad.

I get that logs would be more helpful - and perhaps it's worth (assuming it'll be taken seriously) directing those users here because they might actually be able to get some useful logs? Of course, whether they're willing to spend time trying to help diagnose an issue like this is a question only they can answer. (I'd personally be happy to if the crashes become a frequent thing for me again, but given that I haven't had one in quite some time now, it's a real long shot for me to get anything useful at all.)

Otherwise, ASUS should be looking into what might be causing crashes sometimes (but far from every time) when Y is pushed. Is there a cable or connection that the physical button movement might be interfering with - or possibly, that pressure exerted somewhere else on the case when the user's hand moves to push Y, is interfering with? (Could it maybe be that the "back cover is open" sensors are getting tripped somehow?) Or is there something unusual that that particular button triggers in the firmware? Etc

[Anbby_ROG]

Hi @nvera ,

I sincerely appreciate your willingness to assist and guide users facing issues in providing more information. We are indeed working intensively to replicate the problem in hopes of finding the actual cause. We will continue testing, including the Y button trigger you mentioned, but if any users can provide more information, it would help us expedite the clarification of the issue and find the root cause. Thank you once again for your enthusiasm.

[Joeystickz]

Hi, I can confirm now with certainty that slamming the Y button during any game will cause it to crash. Please use this in your testing. 

[Anbby_ROG]

Hi @Joeystickz ,

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

[Anbby_ROG]

Hi All,

We are actively analyzing this issue and would like to ask all users experiencing this problem to help us to checking Task Manager > Performance > CPU to see whether "Virtualization" is enabled or disabled. Please provide us with this feedback, as it will greatly assist in our analysis of the issue. Thank you very much for your cooperation.

[nvera]

Added this request to the Reddit post.

In my case, it's enabled.

Should affected users try disabling it?

[Seifz]

It’s enabled for me. Thanks!

[adrianoromera]

Enable here as well! Thanks 

[nvera]

Thanks to ASUS for the MCU update that addressed the vibration issue. Although not *this* issue, it does show that ASUS are listening and trying to address issues raised by the community now, and it's very appreciated.

Regarding the question about virtualization, I've tried to ask around a bit, but it seems people are getting increasingly uninterested in providing info - I have to assume some of these people have probably returned their devices by this point. However, from everyone who has given input, it seems the answer is consistently yes, it's enabled. This would make sense - I believe enabled is the default setting? (I don't recall having ever made an effort to change it on my device.) On that note - can you confirm whether disabling Virtualization may be a measure people affected by crashes should try in the meantime?

Though on the flipside, is that setting a Windows-only thing? If so, then it needs to be kept in mind that the issues have been experienced on Bazzite as well. While I understand ASUS don't provide official support for Bazzite, this is still useful data as it would suggest the underlying cause may be something that isn't related to the OS (or settings thereof).