G750JS (GTX870m) shuts down if gaming with lid closed

[GRNFURY]

After lots of hair pulling, I finally figured out the issue with the G750JS. This is actually my second one, returned the first one because it was partially defective (status LEDs would flicker or change brightness) and due to the shutdown issues. So I took it back and got another one. Let me preface this by saying that I had a G750JM (860m) first and had NO problems with heat. I'm connected to a 27" Apple Thunderbolt Display so I don't need to use the built-in display and would much rather run it with the lid closed, like my wife does with her G74SX. The G750JM had no problem with this.

Took it back, ponied up another $150 and got the JS with the 870m. Same setup as with the JM, only now the laptop shuts down after a few minutes if heavy CPU/GPU usage with the lid closed. It's not an immediate shutdown, but it's as if something tries to trigger a graceful shutdown. The display goes dark, keyboard turns off, but the status LEDs are still on while some data is written to the disk and then it shuts off.

So, I did some tests. Ran PassMark Burn In Test with the lid open and no issues. Ran FurMark (for the GPU) with the lid open and no issues. Closed the lid and ran FurMark again, the GPU did get slightly warmer. With the lid open and under load it was running right about 80C, lid closed it ran 83C. No shutdown.

With FurMark running I kicked off Burn In Test to generate CPU load. Within a couple of minutes it shutdown with the lid closed and both tests running.

Ran the same tests with the lid open and it was fine, no issues.

This is a HUGE letdown. Does ASUS not test these kind of situations? Maybe it's a problem with an ambient temp sensor that gets too hot and triggers a shutdown? I would think that if it were the GPU or CPU shutting down due to over temp that it would shut down immediately like turning off a light switch. The first time it happened with the latest G750JS it actually succeeded in going to sleep/hibernation. I hit the power button and it resumed right where I was, game still running. Event Log showed that "Application API" triggered the low power state. I suspect there may be some ASUS driver/service that is causing this to happen based on that, but I can't say for sure.

I hope ASUS has a fix for this soon and I'm not stuck running this laptop with the lid open all the time.

[GRNFURY]

I've also opened a case with ASUS to get an official response, I also included the steps for them to reproduce this by using burn-in software for the CPU and GPU at the same time. CPU-only is fine as is GPU-only, but both at the same time cause overheating with the lid closed. 😞

[GRNFURY]

Still working through the case with ASUS support, I was hoping they would reach out to engineering to look into it, but they're going through their runbook first. Update BIOS (Already did that) and reset BIOS settings to default (Ok, did that. No change).

I hope they get that this is a real physical issue/design defect sooner rather than later.

[GRNFURY]

No real updates on this, after I replied to their last reply they said thanks and that they would forwarding to engineering. That was about 2 weeks ago.

Laptop has been rock solid as long as I keep the lid open.

[hmscott]

GRNFURY wrote:
No real updates on this, after I replied to their last reply they said thanks and that they would forwarding to engineering. That was about 2 weeks ago.
Laptop has been rock solid as long as I keep the lid open.

GRNFURY, it's reasonable for you to check in every few days, and not let so much time go by... it helps to show you are still interested. You don't want to be a pest, just keep letting them know you are affected and interested in a solution.

Thanks for updating 🙂

[GRNFURY]

hmscott wrote:
GRNFURY, it's reasonable for you to check in every few days, and not let so much time go by... it helps to show you are still interested. You don't want to be a pest, just keep letting them know you are affected and interested in a solution.

Thanks for updating 🙂

I've requested an update on the case I have open since it's been about 2.5 months, I'll post back when they respond. 🙂

[GottiBoi55]

Try changing power setting as pictured below, and see if that works. (when I close the lid, "Do nothing")
It's putting your NB to sleep, or shut down depending on the power settings

[GRNFURY]

GottiBoi55 wrote:
Try changing power setting as pictured below, and see if that works. (when I close the lid, "Do nothing")
It's putting your NB to sleep, or shut down depending on the power settings

No, it's not a power setting putting it to sleep or shutting it down, it is a thermal issue running this model under heavy load with the lid closed. This was not an issue with the 860M-based G750, this is only the 870M and likely also the 880M models that don't have sufficient lid-closed cooling.

[l2apsux]

GottiBoi55 wrote:
Try changing power setting as pictured below, and see if that works. (when I close the lid, "Do nothing")
It's putting your NB to sleep, or shut down depending on the power settings

this.

[GRNFURY]

Ok, now I'm just getting angry. Support responded to my request for an updated by saying this is a defect with my laptop and to please contact their repair department to schedule repairs.

I doubt it was even forwarded to engineering to look into. This is not a hardware fault, I can reproduce it on any G750JS (870M). I think ASUS is about to lose a loyal customer.