G834JY Rog Strix G18 (2023) Shutting Down Randomly While Playing

[DrakeHerder]

Hey guys,

This is likely going to be a long post. The TL;DR version is that my laptop tends to shut down completely while playing games at random times and I'm desperate for a solution after trying a whole list of things.

A little over a month ago, I got an RMA on my G834JY Rog Strix G18 (2023) because of a problem with my keyboard. The laptop was otherwise working like a dream and it is the favorite laptop I have ever owned. The laptop came back after some parts were replaced (such as the mylar). Now the keyboard is working perfectly but at random times, while playing a game, it will completely crash. Screen and keyboard go dark, fans stop immediately. While there is the slightest bit of stutter before it does, the CPU remains at around 82 ºC max, the air intake grills are clean, and it happens even if I have no other peripherals connected.

A few things I've noticed is that it is more likely to happen to happen if I've installed or uninstalled programs (either to the laptop's own hard drive or to an external one) and it's more likely to happen to whatever game I open after the first one (in other words, I can play a game for an hour without issue, close it and the second game I open, whatever it may be, crashes the laptop).

I've followed the indications from both ASUS support as well as those I have found online to no avail, testing every time I did each thing mentioned below. These include (roughly in order):

• Updating Windows
• Updating drivers through MyASUS
• Running the MyASUS diagnostics
• Unplugging all peripherals
• Uninstalling my antivirus
• Running Cloud Recovery and not choosing a previous backup
• Using DDU in Safe Mode to remove the GPU drivers, then restarting and installing the latest Nvidia drivers from their website
• Running MyASUS again and re-updating all drivers
• Running Armoury Crate and updating everything
• Running SFC, DISM and CHKDSK, which found no issues
• Resetting Windows through Settings -> System -> Recovery
• Ensuring that Windows is fully updated, including the 24H2 update
• Enabling the Hyper-V in Windows features
• Repairing .NET Framework
• Removing Armoury Crate
• Ensuring Edge (the browser) isn't running
• Installing G Helper
• Installing the preview .NET framework update from Windows Updates

I am genuinely so tired and frustrated. I adore this laptop and treat it with the utmost care, so being face with something like this is disheartening.

Any assistance at all would be incredibly appreciated. Let me know if more information would be needed on my side.

[ElectroStingz]

Hello,

1) You said the screen and keyboard go dark and fans stop, at this point does the laptop turn off or remain powered but unusable?

2) Within the laptop there are other temperature sensors which may be of use, can you check these with hardware monitor and post a screenshot when idle and during a game.

https://www.cpuid.com/softwares/hwmonitor.html

Just to name a few temp readings that it would be good to know.
CPU Package, P-cores, E-cores, PCH, VR, GPU, GPU MEM, GPU Hotspot, NVME temp, DDR Temp.

3) Most CPU's will peak over 82 deg C, what games are you playing?

4) What CPU and GPU is in your laptop?

The keyboard is not a simple replacement and requires almost full disassembly / removal of the motherboard and heatsink so if this was not done correctly it will cause overheating of certain parts.

5) How hot is the power supply when it crashes and when its off does it turn on straight away or is there a delay?

[DrakeHerder]

Hey,

I think you might have hit the nail on the head.

Here are the specs:

CPU: 13th Gen Intel® Core™ i9-13980HX Processor 2.2 GHz
GPU: NVIDIA® GeForce RTX™ 4090 Laptop GPU

1) The whole laptop turns off.

2) I've compiled a few screenshots that I hope include all the points mentioned, including spikes I've noticed where the laptop was at rest, without any game open. Here's the google drive link: 

https://drive.google.com/drive/folders/1k7DgwdFHjAulJhvGVE9H8bV_DArCQ4WN?usp=drive_link

3) It's happened to a number of games, including Total War Three Kingdoms. Ever since I did Asus Cloud Recovery, I've only kept 2 games installed in my laptop's drive for testing: Two Point Museum and Overwatch 2. They might crash after 5 minutes or an hour. I've also left Two Point Museum open overnight and it was still running when I got up. None of them crashed before this and they don't crash on another PC I've tested them on.

5) On the laptop, the charging orange light turns on when it crashes. The power supply itself doesn't have a light, but throughout the session it remains warm, but not too hot to touch. 

[ElectroStingz]

Your work screenshots, I assume you minimised the game / it was no longer the active window when you were looking at hardware monitor?

The temperatures are not good so I would suggest the cooling / heatsink is serviced correctly, this one will need a good clean with all old paste removed from CPU, GPU + VRM to make sure the power circuit is not overheating too.

Just an example of what I'm talking about if you were to take a look (or someone else searching).