Rog ally stop charging

[Malinhaz]

I was playing wartales and the rog ally stopped charging only came back when I turned off the device.

I am at the latest version of firmware and software

This is the picture of when happened 

 

[Anbby_ROG]

Hi @Malinhaz ,

Please try rolling back to BIOS version 337 using EZflash. 
We will release a new BIOS version to resolve this issue in the future. I will keep you updated on the progress. Thank you for your understanding.

[Malinhaz]

But the EZ flash states 

• It is not allowed to downgrade the BIOS version.

[Anbby_ROG · Accepted solution]

Hi @Malinhaz ,

Hi All,

Thank you for your patience. BIOS 339 has been released through Armoury Crate SE.

Please try updating to BIOS 339. If you have any concerns after the update, please do not hesitate to let us know. Thank you.

[Doug24]

Hey Anbby_ROG,

I have this same not charging issue but my device is on 0% charge so cant turn on to update the BIOS, what are my options? Any way to fix other than to return the device?

[JinxDefusing]

I have been looking for a solution for over a month. 

I called Asus support. They didn't even recommend any sort of troubleshooting. They just told me to mail it in. I don't want to do this because I suspect they will just want to charge me like $600 for like a little dent somewhere even though it's completely unrelated to the problem I am having. They do this to customers all the time. 

I noticed that if I use a USB cable, without an ac adapter, the charging light would turn on (orange). However, I took some measurements and saw that it was charging at a current if like 5 watts. After maybe 12 hours, the light indicated it was fully charged (white). 

I was able to turn my ally back on. It was not recognizing anything except for the USB cable I previously mentioned. And a DC to USBC charger that I plug into the cigarette lighter if my car (this charges the device at about 12 watts, IIRC). Unfortunately, it is not worth it to play my ally for an hour if it takes 6-12 hours to charge again. 

Oddly enough, it just stopped turning on one day even though the indicator showed it was fully charged. 

And here is where things get really strange. After a month if not being able to turn it on at all, I decided to see what would happen if I plugged in the original charger. For some unknown reason, it worked. The charging light came on and I was able to turn the device on. This lasted for about 10 minutes. Then, the device just stopped recognizing the charger again. At this point, the device does turn on and it does accept a charge from a USB port and from the DC charger. But once again, the device is not very useful if you have to charge it for 10x as long as the battery will last. 

At this point, asus isn't even listening to what I'm saying. They just have their hands over their ears and they keep repeating RMA. They don't want to help me fix it. They want me to send it to them so that they can find a way to make some money off of my situation. It's incredibly frustrating. Unfortunately, my knowledge about electronics and computing is very limited. I will continue to try and find a solution, even if Asus is unwilling to help me fix the problem for myself. 

[Antagram]

Hi! I'm having this exact same issue, any updates on this?

[Anbby_ROG]

Hi @Doug24 ,

Sorry for the late reply. Please try removing all external devices and the power supply while the device is turned off. Then, press and hold the power button for 40 seconds to perform an EC reset. After that, reconnect the power and see if it charges normally. Thank you.

[JinxDefusing]

I don't mean to sound disrespectful, but why on earth is this marked as a solution.

You can't update bios unless the AC charger is plugged in. If the ally is not recognizing the charger, why is this even being suggested in the first place? 

[Anbby_ROG]

Hi @JinxDefusing ,

Based on your description, it seems that the issue you're experiencing is entirely different from the original problem. The original user issue was "sudden charging failure during gaming, but charging normally resumes after restarting with the system shut down." We analyzed some user-reported information and optimized the sudden charging failure issue during gaming in BIOS version 339, which does not match the situation you described.

According to your description, there seems to be a hardware anomaly (possibly with the charger or the device). We're unsure if you've already tried performing an EC reset by shutting down, removing all external devices and power sources, and then pressing and holding the power button for 40 seconds. After that, reconnect the power and test by turning on the device. If you've already tested this, we still recommend sending the device and charger for repair to check for hardware issues.

We have now canceled the quotation process for cosmetic repairs. If you're concerned about the RMA process, you can take photos of the device's appearance before sending it in and note in the RMA remarks that no cosmetic repairs are needed. The above information is provided for your reference.