ASUS ROG Strix SCAR 18 G834JY 4090 / USB ports randomly Disconnecting

[bsingh897]

I am writing to seek your assistance regarding an issue with my ASUS ROG Strix SCAR 18 G834JY, which I purchased approximately four months ago. Recently, I have encountered a persistent problem where the USB ports randomly disconnect and reconnect, particularly during intensive activities like playing Call of Duty.

Issue Description:

When gaming, I hear a chime indicating a USB device has disconnected, affecting either my mouse or keyboard. Replugging the devices does not resolve the issue. Instead, I must frequently change the ports to restore functionality.

Current Configuration:

• USB Ports:
  • Port 1: Keyboard
  • Port 2: Splitter for mouse and headset
• USB-C Port:
  • DMA card via Thunderbolt 4
  • USB-C thumb drive

Troubleshooting Steps Taken:

1. Suspected power insufficiency: Purchased a USB 3.0 splitter with an independent power supply, but the issue persists.
2. Considered temperature-related problems: Installed an external fan to maintain the CPU temperature below 75°C during gaming.
3. Maximized fan speed using turbo mode.
4. Disabled USB suspend in Device Manager.
5. Added a custom power plan in the registry to enable the option to disable USB suspend in the power profile.

Event Viewer Logs:

1. Event ID 191:
   USB device draining system power when the system is idle.
   USB Device: VID: 0x1B3F PID: 0x2008 REV: 0x100
   Removal action failed: SkippedAsDisabledInSettingsPanel source usb-usbhub3

2. Event ID 131:
   Metadata staging failed, result=0x80070490 for container '{BF455734-040C-11EF-BD4E-806E6F6E6963}' Source device manager

These errors occur frequently, causing my keyboard to disconnect during gaming. I have to move the plugs around between my headset and keyboard to fix it temporarily. Sometimes, all devices disconnect, necessitating multiple port switches to regain functionality.

I am at a loss for what is causing this issue and am considering selling the laptop to purchase a desktop if it cannot be resolved. Your guidance and assistance in diagnosing and fixing this problem would be greatly appreciated.

[gladiator396dt]

ASUS ROG Strix SCAR G834JZ-N6068 (2023)

Microsoft Windows 11 Pro with latest updates

BIOS version 328

A similar problem is that during active use, the USB port is disconnected and immediately connected back. Moreover, the problem is with all ports – USB-B and USB-C. The USB mouse is periodically disconnected and immediately connected. Technical support cannot help, it sends it to the service for verification. That's why I've already put up an ad for sale...

[bsingh897]

Im really upset at this point im thinking of just selling the laptop and cut my losses. I dont know if its a thermal issue or hardware issue. 

[gladiator396dt]

In my case, definitely not at temperature - because... I don’t play games, I mostly surf the Internet and watch movies. Although it is set to maximum performance.

There is even a short video of how USB is turned off and turned on again - https://disk.yandex.ru/i/vOL1OeGcLbDEjg

[hexaae]

Just experienced the same on my G834JY SCAR 18, BIOS 328.

Bought a Thunderbolt 4 40Gbps enclosure + NVMe with the idea to use full Thunderbolt 4 potentials (especially for faaaast backups) but found the same issue: the USB-C Thunderbolt port randomly disconnects causing serious drive damage!

I tried also with slower enclosures 10Gbps and different cables and still experienced random disconnections from Thunderbolt 4 USB-C port! The other USB-C or USB-A ports seem fine to me, and so far I have not encountered any strange disconnections (but I usually connect just external drives for brief periods of time). 

I also usually connect one external Mi 34" monitor DP1.4 <---> Thunderbolt 4 USB-C to the laptop sometimes and never experienced "black outs" yet.

NOTICE: after Windows 11 23H2 boot I usually find a USB empty notification in the tray area. There is nothing connected and so I always found this strange even though not a real "issue". To me there's probably something buggy in the BIOS/TB4 port driver at this point.

This is unacceptable @asus

EDIT:

Noticed that just keeping the Yottamaster 40Gbps enclosure with WD_Black SN770 connected as a storage/backup drive with no activity, can cause random disconnections (!?)

[hexaae]

Tomorrow I'll test the port with another 40Gbps enclosure ANYOYO TBU401 with JH7440+RTL9210 (Intel certified chipset) for final testing.

[gladiator396dt]

Thanks to such periodic disconnections of the USB ports, my mouse (Logitech M500s Advanced) and two external WD hard drives (out of 7) died. Moreover, one external disk was bought literally 2 months ago...

P.S. I bought a new mouse, checked other external disks - everything is in good order. If something else "accidentally" dies, I'll smash the laptop against the wall and buy an MSI 😅

[hexaae]

---

@gladiator396dt  ha scritto:

Thanks to such periodic disconnections of the USB ports, my mouse (Logitech M500s Advanced) and two external WD hard drives (out of 7) died. Moreover, one external disk was bought literally 2 months ago...

P.S. I bought a new mouse, checked other external disks - everything is in good order. If something else "accidentally" dies, I'll smash the laptop against the wall and buy an MSI 😅

---

Did you test the other ports with nothing connected to the TB4 port? Is it stable your G834JY this way or devices will still keep disconnecting? I suspect it's just the TB4 port the culprit...

[gladiator396dt]

I have an ASUS ROG Strix SCAR G834JZ-N6068 (2023).

Most often, disconnections on USB-B. But if you limit the data transfer rate to USB 2.0, then disconnections are not observed.

But I repeat - at the moment I use the remaining five external drives, I changed the mouse, so there are no USB port disconnections yet.

[hexaae]

Testing now 40Gbps enclosure ANYOYO TBU401 with JH7440+RTL9210 (Intel certified TB3/4 chipsets) and after 1 hour I never had a disconnection, even after 3 minutes of AJA System Test cyclical R/W test constantly at max speed (~2800/~2800)... 🤞🏻

EDIT 28 Jun 2024, 00:44 Italy:

Tested all day and no more disconnections, so with a certified TB4 enclosure, this USB-C/TB4 port seems stable on my unit! I think I won the lottery this time because I have no issues with the other ports or even connecting the external monitor Mi 34" ( = no random black-outs in DP1.4 at 3440x1440 144Hz, as with the previous laptop)! Phew...

(In the past I wasn't that lucky and had to RMA a ROG Strix GL703GS three times before they solved all issues changing mobo... the issues included underpower problems with freezes when I connected USB devices to the laptop... What a nightmare it was!)