Hello ASUS Team and fellow ROG users,
I’m writing this as a long-time ASUS customer who’s now experiencing the same issue across two generations of the ROG Strix Scar 18, first with the RTX 4090 (Thunderbolt 4) and now with the RTX 5090 (Thunderbolt 5).
Under GPU or CPU load, the entire I/O system will randomly stop working. The thunderbolt, USB ports, Wi-Fi, and the built-in keyboard all freeze at once. The only way to recover is a hard power-off.
I saw another thread where a moderator recommended updating the BIOS and reinstalling the USB Root Hub and USB Host Controller drivers in Device Manager. I’ve already done all of that, multiple times, with no improvement. Here’s a summary of what I’ve tried on both of my laptops:
Updated to the latest BIOS and firmware versions
Performed a completely clean Windows installation (with and without cloud recovery)
Installed the latest Intel chipset, Thunderbolt, and Wi-Fi drivers from the ASUS support page
Reinstalled all USB Root Hub and USB Host Controller drivers in Device Manager
Tested both Thunderbolt ports using certified cables and the official 330 W power adapter
Reproduced the issue with two different docks (Caldigit TB4 and Anker TB5)
Nothing has resolved the problem. The 4090 and 5090 versions behave exactly the same, even though they use different docks, mice, keyboards, and headsets.
I’ve tried contacting ASUS support directly, but since this laptop was purchased through Best Buy, ASUS keeps redirecting me back to them for warranty service. Best Buy cannot fix BIOS or firmware-level problems, and I’m currently deployed overseas with the U.S. Army, so in-person service isn’t possible anyway.
I deployed a few months ago and did not bring any gaming gear not knowing if I would have time or space. After a few months I bought this new 5090 Scar 18 even though I have the same one back home with an identical problem. I figured the problem was a one off with mine until I got this one, all new accessories, and started googling.
This seems to be a deeper firmware or EC-level issue that affects Thunderbolt and I/O stability on the Scar 18 platform. Other users have reported similar symptoms on both the 4090 and 5090 versions:
I’m posting here in hopes that ASUS engineering can acknowledge and investigate this issue further. This is a flagship-tier product, and seeing the same instability persist across two hardware generations is discouraging.
Respectfully,
Dakota
ROG Strix Scar 18 5090 owner
ROG Strix Scar 18 4090 owner
