ASUS: GPU not recognized by Armoury Crate

Simbiat

ASUS, I am calling you out on low quality of support. Which, actually saddens me, because I know it can be good, I had cases, when it was good, but not this time...

Suggesting your user uninstallation of the software is generally not that good of a solution, because even if uninstallation helps, you would not know why it helped, and thus you do not fix the underlying issue. But suggesting that as *the first* step in the investigation is just a separate kind of sin. Asking for "couple of reboots" (where 1 should be enough) is also a bit strange. And, no, it did not work.

What's worse, it's 3rd ticket now about the same problem. For the 3rd time Armoury Crate just stops properly recognizing the GPU. It does show it in the list of devices, but it does not show it in the list for Aura and says that GPU does not have a device page. It seems to be happening after some update in the system. First time I suggested that it was after VBIOS update, and the other 2 seem to have happened after AMD drivers update. This time it's a bit different though: I had to rollback 24.1.1 drivers to 23.12.1, because CD PROJEKT RED's Cyberpunk 2077 was crashing with them, and there was also an Armory Crate's component update. For the GPU.

To be honest, I have no idea what's so difficult to make the app recognize the device by its GUID or something, but it feels really weird, that you can't make it work. I would understand if it was not ASUS's board, but... It is.

Regardless, asking uninstallation as the first step - is a big no-no.

Simbiat

ASUS, you did not even try. Second answer (technically 3rd, but 2nd was "we are checking") and you even went to "reinstall the system". Really? Your crappy software is not able to consistently recognize a devices manufactured by YOU, and you tell me to reinstall the system? And half of you answer is also about drivers, which should not be even relevant: all devices have respective GUIDs and other parameters they broadcast to the system even when there are no drivers installed. If Armoury relies on drivers and is even sensitive to their versions – that’s a flaw of Armoury, not of drivers. And certainly it's not user's fault you can't test your software.

Simbiat

ASUS, this is a really condescending email. I am "entitled" to wish that a bug in your software is investigated and fixed? Are you kidding me? You did not even try to do anything! You did not even ask me to get logs from Armoury (which is built-in feature), or send you msinfo/dxdiag data or literally anything else, besides asking me to reinstall Armoury, which did not help.

"We can't duplicate" does not mean there is no bug, or that you have no way of investigating it. You can, albeit with my involvement. Except I definitely won't be reinstalling Windows for this. I did not steal your products, I bought them, and expect at least an attempt to address the issue, and not this FU of an email.

Simbiat

There were at least 2 weeks of back-and-forth about this, probably more. Issue still is not solved. I think it is better now, because like 80% of the time GPU is recognized normally, but then there are times when it's not. No clear pattern. When I was trying to resolve this with ASUS everything came down to reinstallations of drivers and Armoury, nothing more. It seemed like some connection to specific driver version was identified (not confirmed, though, from what I remember), but it did not go past that in any way.

I also had a couple of other minor issues, that I reported, and I did not even get a response from them. Not even a template one. They still have some good products, and their support is usually better than Samsung in my experience, and they are (allegedly) working on improving the flows, but... I would still say "avoid, if you can".