A770 disabling USB devices?!

[szmigieldesign]

Hello,

I've been experiencing some strange "crashes" that my investigation leads me to A770 being the source of.

Sometimes, at random, while casually working (multiple apps opened, browsers, Adobe applications, slack, Thunderbird, Spotify, etc.), my PC "crashes" in a very specific way.

The OS works fine, but all USB and bluetooth devices freeze. They're gone. Unplugging and plugging back USB from keyboard for instance, does nothing.

I can see stuff on screen being updated, no errors pop up, music plays, and when I press power button on the case, the system shutdown is being invoked. Screen shuts down (no signal) and then, after a minute or two (this is important), PC shuts down.

It's just that I can't recover the system and have to shut it down as I don't have any input devices after the bug occurs.

I've analysed the problem with windows reliability monitor and was able to find:

---

Windows Reliability Monitor

Źródło
Windows

Podsumowanie
Błąd sprzętu

Data
‎21.‎06.‎2023 12:58

Stan
Niezgłoszony

Opis
Problem dotyczący sprzętu spowodował, że system Windows przestał działać poprawnie.

Sygnatura problemu
Nazwa zdarzenia problemu: LiveKernelEvent
Kod: 144
Parametr 1: 1001
Parametr 2: ffffb903e4dcf730
Parametr 3: 0
Parametr 4: 0
Wersja systemu operacyjnego: 10_0_22621
Dodatek Service Pack: 0_0
Produkt: 768_1
Wersja systemu operacyjnego: 10.0.22621.2.0.0.768.101
Identyfikator ustawień regionalnych: 1045

---

After some further investigation, it has led me to 144 being typically related to GPU.

• I'm on latest beta (4499) but this error persisted (even more often) on latest stable version.
• All my drivers are up-to-date. Windows is up-to-date. Bios is up-to-date.
• The PC is not overclocked.
• The errors occur when there are plenty apps open, but there's nothing heavy on CPU or GPU running. No video processing, etc. Last crash was when basically typing something in Slack.
• This is a new PC, professionally built
• I've sent SSU via e-mail in regards to a different thread on this forum (regarding glitches in SimRail)

I'll be happy for any assistance I can get as it's very frustrating.

[szmigieldesign]

Only after posting this message did I learn that ASUS released new bios yesterday.

I did flash it and we'll see if problem still persists.

[szmigieldesign]

Well, there was no need to wait for long until the bug happened again. This time when causally typing something in the website form the USB devices went dead (there's even no led lighting up in num lock after this event happens).

So, the BIOS update didn't fix anything.

I've set "XHCI Hand-off" to "Disabled" and will observe.

Most recent error log:

---

Nazwa zdarzenia problemu: LiveKernelEvent
Kod: 144
Parametr 1: 1009
Parametr 2: fffff38c3e3af730
Parametr 3: 0
Parametr 4: 0
Wersja systemu operacyjnego: 10_0_22621
Dodatek Service Pack: 0_0
Produkt: 768_1
Wersja systemu operacyjnego: 10.0.22621.2.0.0.768.101
Identyfikator ustawień regionalnych: 1045

[Jean_Intel]

Hello szmigieldesign,

Thank you for posting on the Intel️® communities. We would be more than glad to help you with your issue.

Regarding this issue, we would like to recommend running the Display Driver Uninstaller. Check How to Use the Display Driver Uninstaller (DDU) to Uninstall an Intel® Graphics Driver for instructions. Once you run the tool, you should install the latest Intel BETA driver, 31.0.101.4499. The DDU tool will eliminate all drivers and leftover files from previous driver versions.

We are also glad to know that you are researching this matter and trying some possible solutions on your end. Let us know if the issue remains after setting "XHCI Hand-off" to Disabled,

Best regards,

Jean O.

Intel Customer Support Technician

[szmigieldesign]

Hello,

I'm currently on 4502 and latest BIOS (released on 21.06.2023). Also, XHCI Hand-off has been disabled (although, if it's about XHCI, would that be a Windows, Intel or Asus problem in origin?).

I'll wait for a few days and see if the problem persists.

If it happens again, I'll use DDU to uninstall the driver and install 4502.

Also, keep in mind that I'm running A770 by Acer, which may or may not be important.

[Jean_Intel]

Hello szmigieldesign,

Thanks for the information provided.

We understand that you are currently resting to see if the problem persists. We will wait for you to test your system to confirm if the issue remains. Let us know if you face any inconvenience.

Best regards,

Jean O.

Intel Customer Support Technician

[szmigieldesign]

Hi,

it seems that either the latest A770 WHQL driver or disabling XHCI Hand-off helped mitigate this issue.

However, considering that XHCI Hand-off is required for USB3.0 to work, it left me puzzled as where should I seek the ultimate solution to this problem? Is it motherboard-oriented? Or CPU? Or chipset drivers? All of which are up-to-date. Windows is also up-to-date.

I'd appreciate any ideas.

[Jean_Intel]

Hello szmigieldesign,

Thanks for the information provided.

Since you are not sure whether the latest A770 WHQL driver or disabling XHCI Hand-off helped mitigate this issue. You can try re-enabling the XHCI Hand-off option and check if the issue remains.

However, since the XHCI Hand-off is a BIOS option, the motherboard manufacturer will be more suitable to help you if this option is causing problems with your system.

Best regards,

Jean O.

Intel Customer Support Technician

[szmigieldesign]

It seems that ASUS is on fire with BIOS releases. There was another release on the 26th, this time with stability improvements. I've flashed it and made sure to have XHCI hand-off enabled (it's enabled by default, btw). I've also downloaded latest chipset drivers from Intel website and forced installing them.

Are there any particular XHCI drivers I should install that I don't know of?

I can see "Intel(R) USB 3.20 eXtensible Host Controller - 1.20 (Microsoft)" by Microsoft, and the driver is from 22.06.2023, version 10.0.22621.1928.

The ASUS Armoury Crate doesn't even list "Intel Chipset Driver" that I've installed as newest. I can see that "newest" is 10.1.19199.8340 while I'm on a higher version 10.1.19444.8378.

We'll see for a couple of days if it's ok. I'm not going to install any A770 beta drivers for a week or so.

[Jean_Intel]

Hello szmigieldesign,

We understand that you installed a BIOS release that contains stability improvements.

You should consult with Asus Support to confirm which XHCI drivers you should install, and also, they can confirm which is the latest Chipset Driver available for your device. Remember that these are Drivers developed by Intel; however, they are shared with system manufacturers to customize the driver to work with their systems. The best thing to do is to use the drivers provided by the system manufacturer to eliminate the potential impact caused by loading non-custom drivers.

We also would wait for you to test your system for a few days. Let us know if you face any inconvenience.

Best regards,

Jean O.

Intel Customer Support Technician

[szmigieldesign]

Roger. I'll contact ASUS about the issue. In the meantime - I'll wait for a week or two and see if the issue is resolved.

[Jean_Intel]

Hello szmigieldesign

We understand that you're interested in testing this for two weeks. We'll keep this thread open during that time for you to evaluate your system. Please don't hesitate to let us know if you encounter any issues.

Best regards,

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello szmigieldesign,

We hope you are doing fine.

Have you been able to test your system?

Let us know if you still need assistance.

Best regards, 

Jean O.  

Intel Customer Support Technician

[szmigieldesign]

Hi,

it seems that the problem is fixed? I haven't had any issues for quite some time now. It's either some driver updates from Intel or BIOS from Asus, as there were plenty of such updates recently. I have XHCI hand-off enabled and so far everything seems to be working fine.

[Jean_Intel]

Hello szmigieldesign,

Thanks for the information provided.

We are glad to know that the issue has not occurred after testing for a few days. Since the problem seems to be fixed now, we will proceed and close this thread. If you need additional information, please submit a new question, as this thread will no longer be monitored.  

Best regards,

Jean O.

Intel Customer Support Technician