GL502VS - Laptop goes to sleep when it shouldn't.

[TumbleDrylo]

Hello all. I am hoping that someone here can help me out.

I just recently purchased the GL502VS-DB71. When I connect an external monitor to either the HDMI or MD port, close the lid of the laptop, and start gaming, after a few minutes the laptop goes to sleep. I went into Windows 10 sleep settings and verified that never go to sleep is selected for all choices while the computer is plugged in. And yes the computer is plugged in. :cool:

But if I leave the lid of my laptop up, then it works just fine. One of the reasons why I purchased this laptop was because I I thought I could connect my external laptops when I am at the house and put the laptop out of the way.

Any help that anyone can provide to help resolve this would be greatly appreciated. Thank you.

[ssbob98]

One thing that seems to have helped. Uninstall the ATK package from ASUS version ...048 or something like that. And download the .50 version from the downloads page. It doesn't seem to show up in the update tool so you have to download it directly. I uninstalled, rebooted, installed newer version, and rebooted and since have been able to play no problems. Maybe worth a shot. Why it doesn't work with the live update tool thing I don't know.

[ssbob98]

ssbob98 wrote:
One thing that seems to have helped. Uninstall the ATK package from ASUS version ...048 or something like that. And download the .50 version from the downloads page. It doesn't seem to show up in the update tool so you have to download it directly. I uninstalled, rebooted, installed newer version, and rebooted and since have been able to play no problems. Maybe worth a shot. Why it doesn't work with the live update tool thing I don't know.

So I get more than 5 minutes now, but no more than 30. So while it seems to have helped, the ATK driver hasn't resolved the issue. Investigating and adding in ASUS support (again).

[ssbob98]

ssbob98 wrote:
So I get more than 5 minutes now, but no more than 30. So while it seems to have helped, the ATK driver hasn't resolved the issue. Investigating and adding in ASUS support (again).

Tech support asked me to re-install the Intel Management Framework drivers, which I did, but it still has not resolved the issue. I even thought perhaps maybe I was having a battery discharge issue so I made sure that in my power plan I do NOT put the laptop to sleep when the lid closes in either battery or powered mode thinking maybe it was not able to keep up and so the laptop was thinking it was on battery and the lid was closed so ... go to sleep. But that appears to NOT be the issue as while there is a bit of a discharge, it is in the 90s and doesn't appear to be the culprit.

Tech support is now saying they want to send it in for repair, they think it's the motherboard. Which is probably true, but replacing it is not going to address the issue, I have had the motherboard replaced in my original GL502VS twice and both times it did not address the issue, so then they replaced it with another GL502VS and this is exhibiting the same issue. What is really odd is that when I am not "docked", and using the laptop like a normal laptop (lid open) I have no issues (other than my hands get hot due to the keyboard heat). It doesn't freak out and go to sleep after any time.

So I don't think replacing the motherboard is going to address the issue. I actually think now, that when docked there is a driver or software or potentially a BIOS issue that causes the laptop to think it needs to sleep. I see in the event viewer a red entry for putting the machine to sleep (not at my laptop so can't pull a screenshot). So maybe it can't be docked without some actual change to the firmware or something. Wish someone would say that or fix it ... but like lots of other GL502VS issues, it seems ASUS has lost interest in fixing things (look at the drivers page, only a couple are from 2017) and instead has moved onto newer models.

I am asking to be escalated to a supervisor to see about getting this swapped out with a different model (as it is way to late to get a refund) and I am totally done with this laptop model and pretty much ASUS in general unless they do something really nice for me. This is asinine.

[ssbob98]

Mine is heading back to ASUS and being replaced with another model, don't know my choices yet but expect to know sometime next week. I asked (don't know if it will happen though) that my laptop be used for science and to see what can be learned about the sleeping thing ... so maybe it will be tested with.

Good luck guys/gals!

ssbob98 wrote:
Tech support asked me to re-install the Intel Management Framework drivers, which I did, but it still has not resolved the issue. I even thought perhaps maybe I was having a battery discharge issue so I made sure that in my power plan I do NOT put the laptop to sleep when the lid closes in either battery or powered mode thinking maybe it was not able to keep up and so the laptop was thinking it was on battery and the lid was closed so ... go to sleep. But that appears to NOT be the issue as while there is a bit of a discharge, it is in the 90s and doesn't appear to be the culprit.

Tech support is now saying they want to send it in for repair, they think it's the motherboard. Which is probably true, but replacing it is not going to address the issue, I have had the motherboard replaced in my original GL502VS twice and both times it did not address the issue, so then they replaced it with another GL502VS and this is exhibiting the same issue. What is really odd is that when I am not "docked", and using the laptop like a normal laptop (lid open) I have no issues (other than my hands get hot due to the keyboard heat). It doesn't freak out and go to sleep after any time.

So I don't think replacing the motherboard is going to address the issue. I actually think now, that when docked there is a driver or software or potentially a BIOS issue that causes the laptop to think it needs to sleep. I see in the event viewer a red entry for putting the machine to sleep (not at my laptop so can't pull a screenshot). So maybe it can't be docked without some actual change to the firmware or something. Wish someone would say that or fix it ... but like lots of other GL502VS issues, it seems ASUS has lost interest in fixing things (look at the drivers page, only a couple are from 2017) and instead has moved onto newer models.

I am asking to be escalated to a supervisor to see about getting this swapped out with a different model (as it is way to late to get a refund) and I am totally done with this laptop model and pretty much ASUS in general unless they do something really nice for me. This is asinine.

[Falcon2_ROG]

Hi all

The laptop has specially-designed cooling holes under the keyboard. Closing the lid when the system is under high load forces it to go into Sleep mode to prevent overheating and damaging the laptop.

[Bran187]

OnePiece@ASUS wrote:
Hi all

The laptop has specially-designed cooling holes under the keyboard. Closing the lid when the system is under high load forces it to go into Sleep mode to prevent overheating and damaging the laptop.

Thanks for the confirmation.

[ssbob98]

This is the first time I have heard confirmation of what I long suspected, in the 1 year I have had this laptop (in the 6 RMAs, 2 replacements, and soon to be a model replacement) nobody from support has said anything about the cooling holes under the keyboard. I have spoken to countless support reps, supervisors and even a manager, and nobody said this. It would have been super helpful for someone at ASUS to have spoken up and told me you can't do that. This needs to be on the FAQ, in the tech support section of the ASUS site for this model, and in front of any support rep taking ROG calls for this laptop, what a waste of ASUS money and my time!

So to sum it up, you can't use this laptop to play games when the lid is closed. So I guess 4k gaming is out the door for this unit, unless you have the desk space to keep the lid open?

[Bran187]

ssbob98 wrote:
This is the first time I have heard confirmation of what I long suspected, in the 1 year I have had this laptop (in the 6 RMAs, 2 replacements, and soon to be a model replacement) nobody from support has said anything about the cooling holes under the keyboard. I have spoken to countless support reps, supervisors and even a manager, and nobody said this. It would have been super helpful for someone at ASUS to have spoken up and told me you can't do that. This needs to be on the FAQ, in the tech support section of the ASUS site for this model, and in front of any support rep taking ROG calls for this laptop, what a waste of ASUS money and my time!

So to sum it up, you can't use this laptop to play games when the lid is closed. So I guess 4k gaming is out the door for this unit, unless you have the desk space to keep the lid open?

Agreed pretty much across the board. Having a 'docked' laptop is a pretty common use case. Honestly I don't think I've ever had a laptop that had this issue.

In my case, I can have the lid closed but I have to disable turbo boost on the CPU (reducing thermals) to do so. Not a huge performance hit (in most games), but it seems be necessary imo.

There is so much I like about this laptop, but at the same time there are so many frustrating issues with it as well. The most frustrating part is that most of them seem to be by design.

[ssbob98]

Bran187 wrote:
Agreed pretty much across the board. Having a 'docked' laptop is a pretty common use case. Honestly I don't think I've ever had a laptop that had this issue.

In my case, I can have the lid closed but I have to disable turbo boost on the CPU (reducing thermals) to do so. Not a huge performance hit (in most games), but it seems be necessary imo.

There is so much I like about this laptop, but at the same time there are so many frustrating issues with it as well. The most frustrating part is that most of them seem to be by design.

I tried disabling turbo boost (setting the CPU to 99% versus 100%, which I think is what that is) but that did not resolve the issue. I also found that when I open the lid everything was still running and the keyboard wasn't really hot at all. While I think there are probably something to be said about disabling turbo boost and keeping the lid open, it is pretty dumb that I can't find that anywhere on the ASUS site, nor how tech support was oblivious to that fact. I even made sure to mention on multiple occasions that I have the laptop "docked" with the LID CLOSED hooked up to an external monitor, and nobody had a problem with that. They indicated that it was likely a hardware problem and insisted on replacing the motherboard multiple times, and replacing the unit multiple times ... lol what a waste of ASUS's money and my time.

For me it doesn't really matter, as ASUS is replacing it with another model. I told a manager that I am done with the GL502VS, it is such a POS with the BIOS/Creator's update issue still outstanding, and this thermal/going to sleep problem with the lid closed, that I dont' trust the platform and want another model. I haven't seen the list of options yet, but should know in a few days.

[Nomma]

I know this is an older thread, but its also one of the top google searches.

One solution I found, is to enter your bios and disable the wakeup on open option.
To enter bios, hold f2 on as you power up the laptop until you enter the bios. If this fails to work, make sure you hold down the powerbutton until the computer completely shuts off and try again.

When you look through your options, there is one that disables the laptop from waking upon opening the lid. This seems to fix the sleep while lid is closed during game sessions.