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USB stopped working on ROG Maximus X Hero Wifi

RyanBRZ
Level 7

‎03-04-2018 06:49 PM - last edited on ‎03-06-2024 09:02 PM by Community Admin

Today I was browsing the web, everything working perfectly fine, I then went to reboot to BIOS to adjust my fan curves and when I pressed Delete to get to BIOS it did not work. I ended up at the Windows 10 login screen and both my keyboard and mouse were not working. I tried rebooting, clearing CMOS, removing CMOS batery, different USB keyboards and nothing will work. My Corsair K70 LUX keyboard lights up but does not work and my RGB mouse does not even light up.

I tried all USB ports and I get the same result. I then tried plugging my keyboard into a USB-C to USB connector/adapter and that made my keyboard work. So it looks like my standard USB jacks are all dead while the USB C still works. I have feeling I will need to RMA the board but wanted to see if anyone had any ideas before contacting ASUS support and doing the RMA process.
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RyanBRZ
Level 7
In response to RyanBRZ

‎03-20-2018 04:11 PM

My board has shipped. Out of curiosity (and fear) I started searching the web about typical Asus RMA results with motherboard issues. I found quite a few forum posts where Asus said they could not reproduce the reported issue and then they ship back the broken board to the customer, in some cases in worse condition.

I decided to contact Asus to see if they could give me any info on what was done to fix my board or if it was being replaced. Of course, the rep tells me they could not reproduce the issue and shipped the board back. It 's due to arrive tomorrow via FedEx , I'm going to do a test and then get back on the phone with Asus to start up another RMA and pick the cross-ship option. I'm considering taking a video of the issue happening and sending it with the board when I ship it back to help the 'tech' reproduce it. I tested the issue multiple times before sending it in, this is an obvious service/support issue that Asus has. I think ultimately I'm going to have to bite the bullet on this one and bail on Asus for good. I'm hoping I can at least just get a replacement out of them so I can sell it. Considering going with an EVGA board since from what I've heard their support is the best. Very disappointing I have to shell out another ~$200 on this custom water loop build.
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RyanBRZ
Level 7
In response to RyanBRZ

‎04-08-2018 10:33 AM

I got the board back and of course it was still broken. I opened another RMA and sent it back and status went from 'Product in Repair' to 'Material/spart part(s) shortage. Item is on order and/or incoming.' I'm hoping they are sending me a new board and it does not take forever. Interesting that they can keep stores like Newegg and Amazon in stock but do not have stock to replace faulty boards for people who already bought the board.

Amazon reviews are starting to indicate that this board is problematic, there are 19 reviews with 1-star.
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Deepcuts
Level 10

‎04-08-2018 06:29 PM

Yeap. Asus quality is not what it used to be these days...
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