Does Asus Support exist or not really?!?

[sahafiec]

hi guys,

it's been exactly a week since I've sent a support request to Asus regarding my motherboard.
the product is registered at Asus web site and I got even a case support number.
although it said "it could take up to 48 hours for a return" today after a real whole week no one has responded at all.
neither has the status of my requst changed somehow, it is just staying there and nothing happens.

is this the usual Asus Support manner or did something just go wrong in my case?!? 😞

[Nate152]

Hi sahafiec

I'm not sure what happened, they should have responded by now.

Tell us your problem and we'll see if we can help you, are you in the process of an RMA?

[sahafiec]

Hi Nate152,
my problem is still the same - I can't get my rams to work on XMP without crashing.

here my thread about the issue:
https://rog.asus.com/forum/showthread.php?83392-Asus-Z170-Gene-strange-memory-issues

the last crash I had on last Friday at idle with "IRQ_NOT_LESS_OR_EQUAL", rams were on XMP (2400MHz) and everything else on stock.
I'm running the rams on SPD (2133MHz) since then and no crash until now, crash is very random but still there.
the rams I already tested are Corsair CMK16GX4M4A2400C14 (4x4GB) and CMK16GX4M2A2400C14 (2x8GB) kits, same issue on both.

I contacted Corsair and Intel but no solution so far, thus it's time for Asus to take a look as well.
it can't be that I buy overclocking cpu, motherboard and ram and still have to stick to SPD speed.
this is not a solution but a temporary workaround at best, that's my opinion.

[Nate152]

Ah yes I remember now.

The IRQ_NOT_LESS_OR_EQUAL is a sign of instability, it can be with the cpu or ram. I get that crash a lot when overclocking my cpu until I get it stable.

I remember trying to help you but with not much luck.

The only thing I can say is try setting it manually and raise the vccio, cpu system agent and Dram voltages.

vccio 1.20v - 1.25v
cpu system agent 1.20v - 1.25v
Dram voltage 1.35v

DiGi+

Dram current capability 130%

If this doesn't help what did Corsair and Intel have to say?

[sahafiec]

yes you already tried helping me but it didn't lead me to a permanent solution.
rising the voltages is the only solution I haven't tried yet, the reason being that the system should work on stock settings.
I can try that out but even if it works this way it'd be just a workaround and not a fix, in my opinion.

well Corsair approved an RMA for the ram kit but I didn't send them. the reason is I already have 3 Corsair ram kits at home, 2kits of 4x4GB and one 2x8GB 2400MHz all.
with all the ram kits I get this crash so it's not likely to be caused by the rams at all.

Intel sent me an AWR cpu of the same model and same revision just a couple of weeks newer production.
I had only one weekend to test prior one of the cpus getting picked up. both performed the same so I sent the replacement back.
3 days after that I got the usuall crash so I'll never know if it was the right decision, I'm still in touch with them.

but still at the beginning again regarding my issue, that's so frustration and I'm really fed up.

[Nate152]

Yes I understand 16GB of 2400MHz should run easily with no tweaking unless your ram kits have super tight timings.

Try raising the voltages I mentioned and run the realbench stress test. I have to go for now but I'll be back later this evening to see if you've made any progress.

[Code_Frenzy]

Hi sahafiec, your best off with Nate152's help as I very much doubt that ASUS will offer you any support at all in this regard. Here is a quote from a tech support email I received which was simply about the ASUS ROG Front Panel and my wanting to set two 'overclock' presets. I say 'overclock' loosely because I was actually wanting to just have the ability of changing the cooling profiles at the press of a button on the front panel. Any way, here is the quote...

Please be advised that any overclocking procedures are done on your own risk. We do not support nor can we provide troubleshooting steps towards overclocking as these kinds of procedures can be risky and they shorten the life span of your components. Please be aware that any damage or non-functionality caused by overclocking procedures could void your warranty.

ASUS only provides the tools and opportunities for users to overclock, the rest is done by the users on their own.


I particularly like the point made that if you overclock it could void your warranty and yet they provide a board that is blatently meant to allow overclocking. I understand that they have to say that to cover themselves but in my particular case it was somewhat out of place and unrequired.

[Chino]

Make sure you're running the latest BIOS. Clear your CMOS and test each memory module at 2133MHz with Googlestressapp. There's a section on how to download and run it in my 128GB DDR4 guide.

[sahafiec]

thanks Chino, all that is already done: bios is 160,1 all the memory is MemTest86+ tested and stress is no issue as the system crashes at low load or idle.

I didn't change the voltages yet as Nate152 suggested.
the reason for that is, I lost already two month with quite chaotic and not really structured troubleshooting.
now I want to do it right, doing a test until I'm sure about the result.
after my last crash I set the rams on SPD and they still run with no issue for 8 days now.
if I change something right now I won't be sure that the rams run error free on SPD.
it's the damn randomness that makes me crazy and I can't be sure about a test if it's shorter than a week to 10 days.
same will happen after I change the voltages, I'll have to wait at least a week to be relatively sure.

[Chino]

sahafiec wrote:
thanks Chino, all that is already done: bios is 160,1 all the memory is MemTest86+ tested and stress is no issue as the system crashes at low load or idle.

I didn't change the voltages yet as Nate152 suggested.
the reason for that is, I lost already two month with quite chaotic and not really structured troubleshooting.
now I want to do it right, doing a test until I'm sure about the result.
after my last crash I set the rams on SPD and they still run with no issue for 8 days now.
if I change something right now I won't be sure that the rams run error free on SPD.
it's the damn randomness that makes me crazy and I can't be sure about a test if it's shorter than a week to 10 days.
same will happen after I change the voltages, I'll have to wait at least a week to be relatively sure.

MemTest86+ means nothing to me. Google Stressapptest is a more effective test for DDR4. 🙂