Asus dark hero startup issue ?

[karlosfandango]

Hi all
I have a Asus Crosshair VIII DarkHhero ...with an AMD 5900X , 32gb of Gskils ram

Had a few times over last few months since recieving board where the system wont power on.
You press power switch on case and nothing .
You press power button on motherboard ...nothing ....and its lit up white ...all rgb is working ( on when powered off )
If i turn off PSU and back then power it back on ...system boots fine.
It can then be fine for say 4 weeks ...then happen out the blue again.
Was ok with old motherboard....so only things that have changed is MB and CPU.

Tried reflashing bios back to earlier version ...no different.
Had new graphics card since last time so rules that out.
Tried taking ram sticks out ...no difference.

Seems starnge how can run for weeks without issue ( but dont use it every day )

Im using an EVGA supernova 850W PSU.

Not major issue as all have to do is power off PSU and all good again ...but got to be something wrong.
Asus say sounds like something tripping PSU protection ...will have to try unpluging 24 pin and 8 pin cables next time , then plug back in to see if motherboard or psu .

Any help most appreciated.
Karl

[AsusExplorer]

Wow this issue is still ongoing?! My replacement board has been good so far, touch wood, but I do worry what may happen. Just have to hope this one stays good, its been fine and I have thrown a lot at it, but you never know, if there was a bad batch of components then problems may take time to manifest themselves.
My plan is to upgrade to DDR5/PCIe 5 in the next year, so I just keep my fingers crossed the board holds until then.
As far as features and performance goes, the board is stellar, perfect for my needs, but yeah, the feeling of the potential for impending doom is pretty awful, every time I power up the system there's a kinda moment where I think.. will it? :rolleyes:

For me, this whole issue started way back in May '21, on my CH8 wi-fi board.
Exact same fault as on these DH boards have, so no startup, nothing at all happens when you try to start it and you have to power off the PS until the board LED's go out and then it starts fine. It's obviously a common fault between the boards.
I posted my thoughts a while back about it . Probably a single component is defective or loose or mounted incorrectly.
So that's 9 months now.

You guys hanging in there with your faulty boards amaze me, actually.
I understand some people not wanting to return their board as they're using it, but I cant see any fix coming, ever. Its hardware, not software.
My concern would be if the problem degrades further and one day you cant start the board at all? Or worse, i.e.: something catches fire?
If they hadn't refunded me I would have just junked it myself and gone with another brand, written off the cost and probably never bought ASUS again.
My rig has to be reliable.

I'm curious to know why you are hanging in here?

[mbarry]

I got the following response from ASUS privately:

----------------------------------------------------------------------------------------------------

Hi mbarry,
Do you also have the startup issue that cannot startup after shutdown or from sleep mode randomly and you have to switch the PSU off and on to startup?
May I have the serial number of your motherboard?
Thank you.
Hello

Yes, I'm having the same startup issue as many of the people in the forum are reporting. In addition to that, tonight the computer just shut off while I was streaming live television. That's the first time it's happened to me.

The serial number is XXXXXXXXXXXXXXXXXXXXX

The part number is 90MB1760-MVAAY0, which apparently is the model that's made in Vietnam.

I purchased this XXXXXXXXXXXXXX from Amazon.com. The order number from Amazon.com is XXXXXXXXXXXXXXXXXXXXXXXX

The RAM I purchased and am using in this computer is CORSAIR VENGEANCE RGB PRO 32GB (4x8GB) DDR4 3600MHz C18 LED Desktop Memory - Black. The CPU is AMD Ryzen 9 5950X.

I just registered this motherboard on ASUS's site a few minutes ago when I realized I hadn't done that when I purchased it last summer.

Mike


Hi mbarry,
Thank you for your reply.
May I know which country you live in?

Yes, I live in the United States.

Hi mbarry,
We have received request about a replacement and we are discussing to build such process for this case in each area.
However, it may take quite long time to discuss with our each local team and the related department. The estimated time is 45 days.
Are you willing to wait 45 days?
Thank you.
Hello

Yes, I would be willing to wait 45 days if

1) I can keep using my motherboard with the shut-down/start-up problem during those 45 days and
2) Asus sends me a brand new, never been sold or used before replacement of the exact motherboard I have (ROG Crosshair VIII Dark Hero).

Thank you -

Mike

Hi mbarry,
Thank you for your reply. I'll forward your feedback to our internal discussion.

[linara]

AsusExplorer wrote:
I'm curious to know why you are hanging in here?

because feature wise, this is the brand, that has the closest alternative motherboard and even there you give up a lot:
https://www.youtube.com/watch?v=7JmPUr-BeEM

so personally speaking, it is not, that i want to buy an asus motherboard, but that the other brand option, that already is worse feature wise A LOT, is attacks tech journalists, after said tech journalists point out, that their products literally catch on fire.
said other brand (gigabyte) also went on to deliberately put their fire cracker product, that by design is expected to take out lots of other hardware when it goes boom, together with graphics cards through newegg, as they tried to dumb their garbage onto poor customers.
and after all this came out, newegg and gigabyte actually dared to refuse returns of just the fire cracker psu and only would accept psu + graphics card returns for a while.

so to put it simply, the issue is that most of the tech industry completely sucks and anti consumer behavior is everywhere and most are already looking for the least evil option out there.

[BASI1990]

I also got a PM a repair that goes along with sending in the mainboard apparently takes about 45 days. But ASUS seems to be working on a solution where you don't have to send in the mainboard until you have a replacement.

[STARRAIN_ROG]

Hi all,
Our tech team have found the solution for this.
The issue is probabilistic and not everyone has the issue.
We are dealing with the issue, but it would take some time to arrange repair
Sorry for any inconvenience caused.

[Xairoo]

I am really happy to read this!

STARRAIN@ROG wrote:

Xairoo wrote:

STARRAIN@ROG wrote:
Hi Xairoo,
For your feedback and request, we are discussing to build a replacement plan.
However, we don't have such service process, so it may take quite long time to discuss with our each local team and the related department. The estimated time is 45 days.
Are you willing to wait 45 days?
Thank you.

Hello STARRAIN@ROG,

I hope I didn't misunderstand you: You are talking about a plan to ship new boards before you get the faulty board? If yes, waiting a few more days (or 45) is totally okay. Since Asus works on a good solution for the customers, it's all okay.
Guess no one will have a problem with this time span.

it's totally understandable that Asus wants to avoid abuses, like customers won't return the board after they got the new one.
So it's also fine if you would ask for a better proof, like the invoice of the board.

Cheers

Hi Xairoo,
Yes, we are discussing the plan and the process.
Thank you for your reply. I'll forward your feedback to our internal discussion.

[JBROG87]

I also received DM to potentially have a replacement board, but there are 2 issues I have with this:

1) The start-up problem according to ASUS is probabilistic, so there is a chance that even a new replacement board has the same issue. Imagine going thru the huge effort of dismantling a build up PC and rebuilding it just to find out the new board has exactly the same problem!

2) Asus did not state if we would get a new or a refurbished board, imagine getting a "repaired", scratched/bend motherboard to replace your pristine board. This happens a lot with replacement boards,since they are the ones that are send back due to issues and then get patched up and send out as replacements.

Both of these scenarios put me off from considering a replacement unless ASUS states these boards are new and confirmed to not have this issue.
But I bet they wouldnt actually test them to see if this issue is present.

[tony-rambo]

Xairoo wrote:
I am really happy to read this!

I'm sorry, but don't be so happy...

The truth may be quite different.

tony-rambo wrote:

STARRAIN@ROG wrote:
We are discussing about the plan, but it may take days to discuss internally and I'm not sure if it is doable.
Do you still agree to wait our discussion and 45days?

It is now necessary to add to the 45 days of waiting an unknown number of days of waiting without knowing if this will be doable in the end?

Might as well play the lottery...

I'm sorry but the problem has been present for SEVERAL MONTHS already, we STILL don't know where it comes from, even though you say you have found the source of the problem but you don't even deign to inform us, we don't know if it is a hardware problem or a software problem!

Anyway, without assurance from you that the long wait that you are asking me to endure will be useful or not, I think to opt for the refund option + purchase of a new motherboard from a different brand, despite all the qualities that this card offered...

[neptunelafa]

STARRAIN@ROG wrote:
Hi all,
Our tech team have found the solution for this.
The issue is probabilistic and not everyone has the issue.
We are dealing with the issue, but it would take some time to arrange repair
Sorry for any inconvenience caused.

Will this require RMA, or a BIOS update?
How do you plan to handle people outside US?

[JBROG87]

neptunelafa wrote:
Will this require RMA, or a BIOS update?
How do you plan to handle people outside US?

I believe they are considering a replacement, not BIOS update.
It is a hardware defect, but they didn't specify what exactly is broken.
But they also didn't say if the replacement board is new, or a repaired/refurbished board...