My Ryzen 1700x PC won't shut down, not in BIOS or Win10 or Linux

[DAPUNISHER]

On one hand they could have replaced it with something else I suppose but on the other it's not like they can serve every single consumer in a timely manner that aligns with your expectations. I'd say if they are at least offering that it's better than nothing. Not trying to defend them, as I've had some crap support too, but if supply is low and there's many people wanting to RMA there's not really a ton they can do but tell you to be patient.

You could always buy a cheaper board in the interim and sell it off later... hope you get it sorted though

You can settle for it if you want, I will not. I take my money elsewhere. They have never been the only great choice, and their price-performance-features mix has not won my business in ages. Add the increasingly negative reviews of their CS = fail. IMO of course.

 

[Torn Mind]

Just the risk you run for being a early adopter on a popular platform that needs ironing out. You should not have bought things if you could not deal with any potential downtime. Or you should have bought two boards and ate the return cost of returning one of them. An expensive course of action, but one with actual insurance.

Asus does not give a crap about the 1%-5% that get a dud because of a faulty electronic component or solder joint because they likely have an excellent, but not perfect, manufacturing process that leads the people who buy believes spending more money would isolate themselves from chemistry and physics in action and provide them with "insurance" that a company will take care of you with customer service. No, you are just paying for their reputation and manufacturing process, not any extras like protection from the laws of physics and good customer service. Only a collective rebellion would get them to "behave" but the collective will is not there.

While things not being in stock could be very well interpreted as a pure excuse, Ryzen is popular and flying off the shelves, so it could the real deal that they don't have the board in stock.

 

[dorkenstein3]

I have the solution to the Asus Prime X-370 Pro involuntary restart after shutdown or involuntary wake after sleep problem.
Good news: The motherboard is more than likely fine. Your BIOS is probably okay too (if this is your only problem). You shouldn't have to return it.

This was happening to me. I built PC from scratch w/ AMD Ryzen 1700X. This started happening weeks after I built it, before that, it was fine. I checked every single wire and connection, to include get a new PSU, even though the one I originally installed was brand new. I was about to send the motherboard back in.

So, the problem is "Hybrid Sleep". It must be disabled. The computer will still sleep, but Hybrid Sleep shouldn't be enabled. Normal and Hybrid seem almost same to me from description honestly.

Instructions

• Go to Control Panel -> Hardware and Sound -> Power Options -> *choose plan* - Change Plan Settings -> Change Advanced Power Settings
• Go to the Sleep list item; go to sub item "Allow Hybrid Sleep" and set to No. For good measure, I also set "Sleep" to 900 minutes; it was previously set as "Never".
  • Sleep cannot be set to Never in AI Suite 3 software. I am guessing the software can't tell between selecting to Sleep computer manually or computer Sleeping automatically after time lapse.
• In AI Suite, go to EPU and ensure "Sleep" is set to a value other than Never. The max it will let you go is 5 hours; I'm not sure which value the computer will sleep on - Windows Power settings or AI Suite settings.

There is clearly a bug in Asus software.

This fixed the Asus PRIME X370-Pro automatic restart/wake-up after shutdown/sleep problem for me.
(I am being redundant and using slight changes in words on purpose, to make this more likely to show up in a search. This problem drove me to madness and I want to make sure no one does the same. The motherboard is fine.) You might could cut out some steps above, but I did all this and now it's fine.

Update 26 Aug 2017: I think another issue is "Away Mode" in the Asus AI Suite software. If it's enabled, it'll keep reseting the Windows settings back I think. That said, Disable "Away Mode" in AI Suite -> EPU settings.

 

[neosapien]

Sorry it took so long to post an update, I had surgery; my pectoral muscles were dissected and two large foreign objects implanted under them, and if I had done anything crazy like trying to lift a giant Cooler Master HAF 932 case with dissected pectoral muscles, I would have caused internal bleeding, but yesterday my nurse gave me the all clear to resume normal strenuous activities, so I think I'll be good to go with lifting my PC again.

So I called Asus support up again, and they said that they're sorry, Advanced RMA is not even an option for this motherboard at all, it's not an issue of them being low on stock for Advanced RMA. It will have to be a regular RMA. Which sucks, because that means instead of simply uninstalling the new motherboard and installing its replacement, I'll be uninstalling the new motherboard, reinstalling the old motherboard, then uninstalling the old motherboard and installing the replacement new motherboard. Ah well.

For future reference, which motherboard manufacturers still allow for Advanced RMAs, so that I don't have to go through this again?

@dorkenstein3
It's not Hybrid Sleep, that was the first thing I tried. It's not even just Sleep. It's Sleep, Hibernate, and Shut Down, in Windows 10, Linux, and the BIOS. The PC refuses to turn off unless I switch off the power to the power supply, regardless of what OS it's running and what settings.

 

[dorkenstein3]

Sorry it took so long to post an update, I had surgery; my pectoral muscles were dissected and two large foreign objects implanted under them, and if I had done anything crazy like trying to lift a giant Cooler Master HAF 932 case with dissected pectoral muscles, I would have caused internal bleeding, but yesterday my nurse gave me the all clear to resume normal strenuous activities, so I think I'll be good to go with lifting my PC again.

So I called Asus support up again, and they said that they're sorry, Advanced RMA is not even an option for this motherboard at all, it's not an issue of them being low on stock for Advanced RMA. It will have to be a regular RMA. Which sucks, because that means instead of simply uninstalling the new motherboard and installing its replacement, I'll be uninstalling the new motherboard, reinstalling the old motherboard, then uninstalling the old motherboard and installing the replacement new motherboard. Ah well.

For future reference, which motherboard manufacturers still allow for Advanced RMAs, so that I don't have to go through this again?

@dorkenstein3
It's not Hybrid Sleep, that was the first thing I tried. It's not even just Sleep. It's Sleep, Hibernate, and Shut Down, in Windows 10, Linux, and the BIOS. The PC refuses to turn off unless I switch off the power to the power supply, regardless of what OS it's running and what settings.

I got you. I literally have (had) the EXACT same problem you are describing. The computer never shut off or slept, it would always turn back on. I think the issue is the AI Suite software, in the EPU options, the "Sleep" can't be set to Never. I know this shouldn't matter if you select it to Sleep manually, but what can I say, it's probably a bug in your software.

Try setting Sleep to something other than Never in the AI Suite software, for both power settings and for good measure, disable Away Mode. I am 99% sure this will fix your ailments.

 

[neosapien]

Most of the time AI Suite is turned off. It doesn't start up automatically when the system boots up, and I haven't done anything to set it up at all. I had to manually turn it on to check what you were talking about, and then go into EPU. Under Performance and Power Saving, I made sure "Enable Away Mode" were unchecked, and "Sleep" was set to 5 hours, then I tried sleeping again, and the problem still persisted.

 

[neosapien]

So I just got the motherboard back from Asus, after sending it in 7 days ago. And if I'm reading this service repair report correctly, they briefly tried testing my motherboard, found nothing wrong with it, and sent it right back without spending another moment on it. Here's what it says in the report.

___________________________________

Problem/Symptom:
Test ok

Action:
BIOS / Firmware / Software Upgrade (NTF)

Replaced Part:

Service Reason / Action:


___________________________________

It's the same exact motherboard; there's a mark I made on it in a discrete location that's still there.

I'm 90% certain that the "BIOS / Firmware / Software Upgrade (NTF)" that they performed to "fix" the problem that they refuse to acknowledge my board has was unsuccessful in resolving the problem, since I flashed the BIOS up and down across every available version half a dozen times before sending it in.

I guess I might as well test the damn thing, even though it seems fairly certain that Asus is indeed jerking me around as their Service Repair Report seems to indicate. Is there a quicker way for me to test this accursed motherboard that doesn't involve me spending 6 hours uninstalling my old P67 motherboard from my HAF 932 case, again, and installing the new broken motherboard again?

By the way, the old P67 motherboard has no problems whatsoever sleeping, hibernating, or shutting down. It's just my Prime X370 Pro motherboard that is incapable of performing this simple function.

 

[Iron Woode]

So I just got the motherboard back from Asus, after sending it in 7 days ago. And if I'm reading this service repair report correctly, they briefly tried testing my motherboard, found nothing wrong with it, and sent it right back without spending another moment on it. Here's what it says in the report.

___________________________________

Problem/Symptom:
Test ok

Action:
BIOS / Firmware / Software Upgrade (NTF)

Replaced Part:

Service Reason / Action:


___________________________________

It's the same exact motherboard; there's a mark I made on it in a discrete location that's still there.

I'm 90% certain that the "BIOS / Firmware / Software Upgrade (NTF)" that they performed to "fix" the problem that they refuse to acknowledge my board has was unsuccessful in resolving the problem, since I flashed the BIOS up and down across every available version half a dozen times before sending it in.

I guess I might as well test the damn thing, even though it seems fairly certain that Asus is indeed jerking me around as their Service Repair Report seems to indicate. Is there a quicker way for me to test this accursed motherboard that doesn't involve me spending 6 hours uninstalling my old P67 motherboard from my HAF 932 case, again, and installing the new broken motherboard again?

By the way, the old P67 motherboard has no problems whatsoever sleeping, hibernating, or shutting down. It's just my Prime X370 Pro motherboard that is incapable of performing this simple function.

strangely, my asus report said nearly the same thing. I had a bad lan. They actually sent me a new board but I sold it and bought an Asrock board that is way better.

keep us updated on testing the board. If it still messes up, you should consider buying a board from a different company.

 

[funboy6942]

Here something silly, it could be your power button maybe??? Have you taken the power button lead off the board and shorted it out with a tiny screwdriver and see if then it turns on and off?

 

[funboy6942]

And or reset one as well?

 

[neosapien]

Nope, it's not the power or reset button, case works fine with old Intel P8P67 Pro and Core i5 2500k OCed to 4ghz. It's the motherboard.

 

[neosapien]

Reinstalled the motherboard. Yep, still broken in exactly the same way. RMA service center just flashed the BIOS (what? I flashed it a dozen times) didn't even check to see if that remotely addressed the issue, and shipped it back to me. I called them up again, and now I have to ship it back to them. Again. Maybe they'll fix it this time? Who knows.

 

[Elixer]

Reinstalled the motherboard. Yep, still broken in exactly the same way. RMA service center just flashed the BIOS (what? I flashed it a dozen times) didn't even check to see if that remotely addressed the issue, and shipped it back to me. I called them up again, and now I have to ship it back to them. Again. Maybe they'll fix it this time? Who knows.

Before you ship it back again, put the mobo on a cardboard box, and see if it still does what you described.

 

[neosapien]

ASUS did it again! They did it again! They mailed my broken motherboard back to me unfixed again! They wrote on their repair sheet the same thing that they did the first time, Test ok, BIOS / Firmware / Software Upgrade (NTF). Why does this keep happening?! Why do they keep sending me back my damaged motherboard unfixed? This is insane! I haven't been able to use my motherboard since July! What the hell is going on here?

 

[neosapien]

Okay, so I've made some progress, at any rate. I bought a cheap $30 Rosewill case to use as my test bench. The motherboard shuts down and Sleeps successfully in the BIOS, and in a bootable linux on a flash drive, when installed in that case. It doesn't shut down, hibernate, or sleep correctly when installed in my main case. But my old motherboard (which I'm typing this on right now) DOES shut down, hibernate, and sleep correctly in my main case.

If it was some sort of short or something that was happening to my main Cooler Master HAF 932 case, wouldn't it happen to BOTH the old Asus P8P67 Pro motherboard AND the new Asus Prime X370 Pro motherboard?