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ASUS X99 Motherboard Series - Official Support Thread (North American users only) - Page 1539

post #15381 of 15446
Quote:
Originally Posted by jeffreysousa View Post

Thank you, as always, for the thoughtful reply.

I made an interesting discovery!

When I start up my PC after it's been unplugged, Windows recognizes the Thunderbolt EX 3 card! I see a little Thunderbolt icon in the system tray, Thunderbolt [Alpine Ridge] shows up in SIV, and Thunderbolt shows up in System Devices in the Device Manager!

Not that I can get an actual drive to show up in Windows when I plug it in to either the Thunderbolt type C or USB 3.1 Type A port on the EX 3 (I see "Unknown USB Device (Port Reset Failed) in the Device Manager, no matter if I plug in via Tbolt, or different devices in the USB Type-A slot).

If I then restart Windows, or even if I shutdown and power on, all of this recognition goes away.

There seems to be something about the boot time that's affecting whether my CPU / Mobo grants PCIe lanes to the EX 3 card. I've tried disabling fast boot, disabling CSM, clearing secure boot keys, jacking up the POST time to 10 seconds.

But all of that seems to be about what happens after the "BEEP" and initial appearance of the ASUS logo.

What's interesting about booting my system after it's been unplugged is that the startup time is really long. From the time I press the power button until I hear "beep!" is almost a minute. It's almost as if the mobo is taking extra time to get it's ***** together and recognize what is / is not plugged in.

I wish I could reliably force this extra "recognition time" through the bios.

***cough cough** Asus, update the frickin' BIOS firmware to deal with this issue we're all experiencing **cough cough** And how'bout them year-old Windows Tbolt drivers ***cough***

IF I can now get my hard drives recognized, presumably by digging into the old threads and flipping all my arcane bios settings, I could possibly live with unplugging and replugging in my PC as a permanent workaround to recognize Tbolt. If I were using a Tbolt display this would drive me crazy. But in fact I just need the option to use Tbolt when a client brings me a Tbolt hard drive.

FYI, I did call Asus support yesterday, and I worked with a nice representative on the phone to do basic troubleshooting (nothing even resembling the dept of what we've gotten into here). Like uninstalling / reinstalling the Windows tbolt drivers, changing which PCIE slots the card was plugged in to, enabling tbolt in the advanced tab). I was able to show her the "intermittent" nature of my issue - that while I may be able to get tbolt recognized by windows, the recognition goes away upon restart. She seemed stumped and "escalated" my issue. Supposedly the advanced team at ASUS is reviewing and will call me back this week.

I am going to call in and update them with my new discovery about starting up from having been unplugged.

In any case, this is all a bit ironic as I only made this latest realization having given up on the whole idea of getting the card working. Because whenever I reset the CMOS, it reenables the LED lighting on the PC, which drives my wife nuts because we can see the computer glowing through our bedroom door, which we leave open for the cats, while we're trying to sleep. I noticed this glow last night, and being too lazy to go into the BIOS and disable LED lighting, I just unplugged the machine while I slept. And when I plugged it back in this morning, I was shocked to see the Thunderbolt icon when I started up to do something else on the machine!

Hmmm. I think you may be on to something here. When TB is working, YES an icon appears in the Task Bar, YES it shows up in Device Manager and in SIV, with Power Management State D0. The clouds part, children sing, and politicians tell the truth. It is truly a magical moment. When I got to that point, I plugged a USB2.0 Flash drive into the USB port and it mounted and showed up in Windows just fine. I left that flash drive plugged in there for several weeks, though many reboots - not full boots from total power down - just reboots for whatever reason. I don't recall ever having a problem with it disappearing. My rig always takes a long time to boot. I think it's just an X99 thing. Plus it is greatly affected by a number of BIOS and Windows settings. When I was trying to get my DRAM to 3000 or 3200, I had CSM and Fast Boot disabled, and anything else that would affect DRAM training. So maybe that forced the MOBO to go deal with allocating lanes to the card. All I know is that mine did not vanish like yours is doing. It could be because of how my boot sequence was set up.

That said, I really think you are gaining on it. I am really curious what the "Asus Advanced Team" will come up with. I don't know how many people every actually try to get that TB card working but I suspect most don't bother. The ones that do try end up fighting with it for days on end, like you, and like me, and like every post I have ever found. I have NEVER found a post that said "What? It's EASY - just do these steps and it will work". Please do post what the Asus Advanced Team comes back with. Hopefully it will be more that "Check your power cables and thanks for picking Asus!"
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Speedy IV
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post #15382 of 15446
Just found this very interesting thread over at Republic of Gamers:

https://rog.asus.com/forum/showthread.php?91144-ThunderboltEX-3-firmware-update

Seems like the folks over there are experiencing exactly my problem. Disappearing Thunderbolt over time!
post #15383 of 15446
Quote:
Originally Posted by SpeedyIV View Post

I am really curious what the "Asus Advanced Team" will come up with.

I must have missed the reference in a previous post, but who or what is the "Asus Advanced Team" you speak of?

Thanks...
post #15384 of 15446
Just wanted to share my findings on ASUS repairing damaged sockets. I purchased an X99-A II on eBay for cheap with the description of bent socket pins. What I got was a board with broken socket pins, missing ferrite choke, and broken dimm slots. I was curious what ASUS would charge to fix the socket, so I emailed customer service stating I had a board with a physically damaged socket and wanted a quote for repair. Here is their reply:
Quote:
Dear _________,


Thank you for contacting ASUS Customer Service.

I review the concern that you have about your cpu socket that some pins are bent and a broken one.

As I have checked my resources. Yes, you can send it to us for repair and as per checking on our system, the estimated amount might be more or less $174.30, It still depends on our technician's diagnose. They will try to contact you about it if you will proceed or not.

If you are going to send it to us please follow the instructions on this link https://cms-am.asus.com/ecp/Rma.html?_ga=1.163901942.873140466.1493129926

Please take not that you should put on the RMA list that it has damage on cpu socket i.e "cpu socket damage 4 pins bent and 1 pin broken".

I hope this will answer your question about your situation right now.





If you have any other questions, please feel free to contact us again for assistance.

Best Regards,
Jhemar V.

ASUS Technical Support
http://www.asus.com/us/support/
I remember the days of a socket costing approx $30 to replace (or so I was told by other OCNers). Needless to say, most people are not going to pay to replace a socket through ASUS... unless they have a $500+ motherboard.



Update: I was able to return the motherboard. The seller was reasonable since he only listed "bent" CPU socket pins. I was torn between the X99-A II and the Strix at a $40 difference in price. In the end I went with the X99-A II. I saw too many "Dead CPU" comments with the Strix...
Edited by ericeod - 4/27/17 at 12:09am
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post #15385 of 15446
I think the Advanced Team is a group of Asus support engineers who can actually troubleshoot serious issues. When you call tech support, you're initially screened by more inexperienced techs who offer boilerplate solutions, like "did you update the BIOS?" or "did you update the firmware?". If you start talking to these front-line staffers about resource allocation for Thunderbolt, they will likely not understand what you're talking about. When the front-line staff can't solve your problem, they "escalate" your issue to the advanced team, which, Wizard-of-Oz-style, sits behind a black curtain and you, the customer, can't actually talk to them...

Which, to be honest, is pretty infuriating. Chances are, if Google can't solve your motherboard troubleshooting issue, and deep-diving into forum threads such as these can't solve your problem, it means you have an ACTUAL problem that needs to be addressed by a knowledgeable engineer whose company sold you the product. I.e., a BIOS geek.

I'm guessing ASUS doesn't let customers talk to their "advanced team" directly because they don't want their most qualified engineers getting constantly harassed by us. So they throw up a barrier. And you get an assurance that the advanced team is "working on it" and you'll hear back within two business days. -ish.

So for me the jury is out. It's been two business days since my initial call, no word. A guy in the ASUS ROG forum claims he still hasn't heard from the advanced team after two months of waiting (https://rog.asus.com/forum/showthread.php?91144-ThunderboltEX-3-firmware-update).

The front-line staff I spoke to was extremely nice and thoughtful. I'm optimistic. I will post an update.
post #15386 of 15446
Thanks for taking the time to answer my question, Jeffrey.
post #15387 of 15446
Bitspower makes as us x99 e was monoblocks as well as ones for the deluxe and rampage
post #15388 of 15446
Quote:
Originally Posted by ericeod View Post

Just wanted to share my findings on ASUS repairing damaged sockets. I purchased an X99-A II on eBay for cheap with the description of bent socket pins. What I got was a board with broken socket pins, missing ferrite choke, and broken dimm slots. I was curious what ASUS would charge to fix the socket, so I emailed customer service stating I had a board with a physically damaged socket and wanted a quote for repair. Here is their reply:
Quote:
Dear _________,


Thank you for contacting ASUS Customer Service.

I review the concern that you have about your cpu socket that some pins are bent and a broken one.

As I have checked my resources. Yes, you can send it to us for repair and as per checking on our system, the estimated amount might be more or less $174.30, It still depends on our technician's diagnose. They will try to contact you about it if you will proceed or not.

If you are going to send it to us please follow the instructions on this link https://cms-am.asus.com/ecp/Rma.html?_ga=1.163901942.873140466.1493129926

Please take not that you should put on the RMA list that it has damage on cpu socket i.e "cpu socket damage 4 pins bent and 1 pin broken".

I hope this will answer your question about your situation right now.





If you have any other questions, please feel free to contact us again for assistance.

Best Regards,
Jhemar V.

ASUS Technical Support
http://www.asus.com/us/support/
I remember the days of a socket costing approx $30 to replace (or so I was told by other OCNers). Needless to say, most people are not going to pay to replace a socket through ASUS... unless they have a $500+ motherboard.



Update: I was able to return the motherboard. The seller was reasonable since he only listed "bent" CPU socket pins. I was torn between the X99-A II and the Strix at a $40 difference in price. In the end I went with the X99-A II. I saw too many "Dead CPU" comments with the Strix...


So far so good on my X99A-II in regards to CPU's , it was the X99A that killed my 5820K , thankfully replaced by Intel. Not sure if the Dead CPU killed the (2) X99A boards that followed or not....

KB
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post #15389 of 15446
Quote:
Originally Posted by Kbird View Post

So far so good on my X99A-II in regards to CPU's , it was the X99A that killed my 5820K , thankfully replaced by Intel. Not sure if the Dead CPU killed the (2) X99A boards that followed or not....

KB
I really wanted the Strix for $40 more. But I kept reading review after review on Newegg that startled me. The X99-A II had some reviews stating dead CPU as well, but not the shear number the Strix had.
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post #15390 of 15446
Update:

(1) My Thunderbolt EX3 card still doesn't work in my X99 Deluxe-II. Thunderbolt-equipped drives don't show up in Windows despite booting with them already plugged in (via the USB-C type connector on the EX3), and any regular USB device (such as a thumb drive) plugged into the EX3's USB-A type port gives me a "USB Device not recognized" notification in the system tray. Thunderbolt does show up in Windows Device Manager under System Devices, and in SIV as "0 - powered on," and I see a little Thunderbolt icon in the bottom-right system tray when I boot. But if I double-click it, I see no attached devices.

(2) I got a call back from Asus support! But it wasn't that helpful. The guy seemed nice but not much more knowledgeable than the front-line staffer who initially took my call. He seemed to be implying I had too many PCIE cards, which I don't think I do (40-lane i7-6850K: X16 Titan X + X4 BlackMagic Decklink 4K Mini Monitor + X4 NVMe M.2 Card on PCI-E bus + X4 M.2 Card directly on MoBo = 32...). The first thing he asked me to do was to reduce the link speed of the M.2 which is in PCIEX16_5 to "X2," which is not possible. In the bios you can only choose between X8 and X4. This shook my confidence in how well this guy knew the bios. Then he asked me to do something interesting, which was to reduce the "Wait time in ms after applying Force Pwr" to 150, from its 200 default. That isn't something I've ever read about in any forum. Well, it didn't help. Next step, he asked me to reinstall the Windows drivers (the one year old ones from the Asus EX3 support website). Of course that didn't do anything, and just as I was starting to feel this troubleshooting call going nowhere, my phone dropped the call! And he didn't call back... I don't know if they are planning to call me back or if they've marked my case as "solved" and are washing their hands of it.

(3) Reading reports that the ThunderboltEX2 cards apparently work well, with none of these nightmare issues, I ordered an ASUS ThunderboltEX II Dual Upgrade Card for about $100. Seems like the item is End of Life, so I just panic grabbed one. And to be honest, most of my Thunderbolt devices are Thunderbolt 2 or even 1. And I don't plan on buying into the Tbolt 3 ecosystem. So if this EX II card works for me, I plan on reenacting that scene from Office Space, only I'll be smashing up my EX3 instead of a fax machine...

(4) A guy in the ROG forum got a Gigabyte Thunderbolt 3 add-in card to work with an Asus mobo! https://rog.asus.com/forum/showthread.php?91144-ThunderboltEX-3-firmware-update&p=647860&posted=1#post647860

(5) While I wait for my EX2 dual card to arrive, I have a few last-ditch efforts with the Tbolt EX3. One idea is to install a really old BIOS, potentially even the one marked as being from 2015 on the Asus website. This is because many people across the Internets, from Amazon reviews, Newegg reviews, and this ROG forum all report that the EX3 card USED TO work and now it doesn't.

I will update in any case.
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