Zenbook UM425IA waking from Sleep issue

[Fletchasus]

System: UM425IA firmware 304, 305, 306
Battery or AC: Either
Model: UM425IA-NH74
Frequency of occurrence: When waking from sleep
Reset OS: All Windows, ASUS, and AMD drivers up to date for Windows 10
Screenshot or video:
========================
Detailed description：
After putting laptop to sleep using power button, closing lid, or after powWindows er setting timeout, it sometimes will not wake normally. This seems to happen most when the sleep time is more than a few minutes.
Behavior when trying to wake up the laptop is as follows and it does not matter how the laptop was put into sleep ( closing lid, power button, or timeout) or how the attempt to wake was made (opening lid, power button, keyboard, or trackpad):
Screen will be blue background with mouse cursor showing. Trackpad will not move mouse cursor.
Screen will be black with Windows "Hello" eye only on the screen. Sometimes a message will appear saying to dismiss lock screen, but neither keyboard nor track pad will work.
Screen will be black and nothing happens. Power switch light is slowly pulsing.
When any of these three behaviors happen, the laptop will either:
Do nothing until a hard power off is performed and the computer is restarted OR
Will eventually reboot on it's own (this a full reboot, not a wake up). Upon reboot, the track pad is sometimes not responsive OR
Will go to a blue screen with a Windows "Something Happened" message and the laptop will reboot then. This is different from number 2 above in that it has the Windows message.
After oogling and experimenting, it seems like this issue is related to one of the ASUS/AMD services that run at startup. When I disable these (see ng up from sleep works normally. Leaving these services disabled, though, is not an option as without them things like the backlit keyboard and f,utrackpad, nction keys don't work properly.
@Blake_ASUS : Can you check on this?
@vanbako : Have you seen this behavior on your UM425IA?

[areskz]

Last week I gave up and sent my UM425IA to ASUS service center in Moscow. They said it would take them up to 20 days to evaluate if it fixable or not, and would they replace it or not. I will let you guys know what service center thinks about this issue once they return my unit to me.

[animec]

Fletchasus

1. System: UM425IA firmware 304, 305, 306
2. Battery or AC: Either
3. Model: UM425IA-NH74
4. Frequency of occurrence: When waking from sleep
5. Reset OS: All Windows, ASUS, and AMD drivers up to date for Windows 10
6. Screenshot or video:

========================

Detailed description：

After putting laptop to sleep using power button, closing lid, or after powWindows er setting timeout, it sometimes will not wake normally. This seems to happen most when the sleep time is more than a few minutes.

Behavior when trying to wake up the laptop is as follows and it does not matter how the laptop was put into sleep ( closing lid, power button, or timeout) or how the attempt to wake was made (opening lid, power button, keyboard, or trackpad):

1. Screen will be blue background with mouse cursor showing. Trackpad will not move mouse cursor.
2. Screen will be black with Windows "Hello" eye only on the screen. Sometimes a message will appear saying to dismiss lock screen, but neither keyboard nor track pad will work.
3. Screen will be black and nothing happens. Power switch light is slowly pulsing.

When any of these three behaviors happen, the laptop will either:

1. Do nothing until a hard power off is performed and the computer is restarted OR
2. Will eventually reboot on it's own (this a full reboot, not a wake up). Upon reboot, the track pad is sometimes not responsive OR
3. Will go to a blue screen with a Windows "Something Happened" message and the laptop will reboot then. This is different from number 2 above in that it has the Windows message.

After oogling and experimenting, it seems like this issue is related to one of the ASUS/AMD services that run at startup. When I disable these (see ng up from sleep works normally. Leaving these services disabled, though, is not an option as without them things like the backlit keyboard and f,utrackpad, nction keys don't work properly.

@Blake_ASUS : Can you check on this?

@vanbako : Have you seen this behavior on your UM425IA?

Zenbook UM425IA waking from Sleep issue

I have had similar issues with a completely different laptop. It appears to be a software/config issue with the Windows Hello cam. I was able to get around it by disabling the "automatically dismiss lock screen" feature (in Windows Hello settings).
So now I have to use a 4 digit pin-code instead, which isn't ideal, but more ideal than the computer crashing if I ever have to resume from hibernation. Might be worth looking into.

[areskz]

areskz

Last week I gave up and sent my UM425IA to ASUS service center in Moscow. They said it would take them up to 20 days to evaluate if it fixable or not, and would they replace it or not. I will let you guys know what service center thinks about this issue once they return my unit to me.

View post

So, after 10 business days the store where I bought my unit sent me an email and told me that ASUS Service Center has confirmed that this is 'a warranty case', and the store is ready to exchange to any other laptop from their stock. I took Lenovo Yoga Slim 7 14ARE05 instead and even got back ~$100 from price difference. I am completely satisfied with it 🙂
Very nice service done by this store, by the way. Notik.ru in case you are buying a laptop in Russia.