Corsair iCUE Lighting Software Crashed My System.

[Tommygunn]

I downloaded and ran the Corsair iCUE software some days ago in preparation for the delivery of my Corsair K70 RGB keyboard.
Everything was going well and I completed the few basic intro options, e.g. language, left it at that and went back to what I was doing without venturing further.

Some minutes later, bam, monitor gives me a black screen and the 'no signal' box pops up and the keyboard and mouse are non responsive.
From looking at the computer, you'd think it was fine, LED's on, fans spinning, the same as a few minutes ago before the 'no signal'.

So, to rectify the issue I attempt to use the Reset button - it is non responsive!
I then try the power button, holding it down and, it too, is non responsive.

I have to physically cut the power at the PSU, switch back on and reboot.

Does anyone have any idea what is going on?

Cheers,
Tom.

 

[Assimilator]

How do you know it's iCUE? Is the problem reproducible? Does it occur if you uninstall iCUE? Have you contacted Corsair support?

 

[phanbuey]

event log! check the error... post back

 

[Tommygunn]

I have now received the keyboard and thought I'd give ICue another go. Unfortunately, the problem resurfaced again, twice, even though I had not purposely gone into it but it was running in the background from boot up.

In addition I received this responce from Corsair customer service, thoughts:
'Based on what you are describing and the system specs you have provided you encountered the Ryzen version of a BSOD. Unfortunately I cannot offer support for this as this is not a Corsair product issue.'

Tom.

 

[Mussels]

I use iCue on all my various systems and dont have these issues

Some Asus boards are having problems detecting corsair RAM on the latest version, but nothing like what you're describing.

Update your BIOS and see how it goes, you likely have some other RGB software conflicting (asus aura? or wahtever they call it)

 

[Tommygunn]

The problem only occurs with Icue. Four times now I have loaded it on and it shut the computer down, never had this happen before with my build, not even a blue screen or anything.

I do have Asus Aura running.

I've never used the Event Log before. Should I screen shot the Admin events, Summary Page Events or something else for interpretation.

Tom.

 

[Assimilator]

The problem only occurs with Icue. Four times now I have loaded it on and it shut the computer down, never had this happen before with my build, not even a blue screen or anything.

I do have Asus Aura running.

I've never used the Event Log before. Should I screen shot the Admin events, Summary Page Events or something else for interpretation.

Tom.

You probably want to check Windows Logs > System and Windows Logs > Application. I doubt you'll find anything though, since it seems this issue triggers an immediate power-off without any time for windows to prevent it.

Have you checked this thread: http://forum.corsair.com/v3/showthread.php?t=180890 ? Seems to indicate that there is an incompatibility of sorts between Aura and iCUE, so maybe rolling back Aura to the specific 1.06.17 version they mentioned will give you some joy.

 

[Tommygunn]

Just a minute ago I reloaded iCUE onto my comp. If it goes tits up I'll uninstall both Aura and iCUE and then reinstall only iCUE and see how things behave.

I will have a look at the link.

Tom.


Edit: Aura and iCUE removed, iCUE reinstalled, Comp just crashed!

Here are a couple of screen grabs. The latest shutdown happened at 13:19. I presume I need to go into the detail of one of those 13:19 events, could someone provide more detail as to what to look for/screen grab?

 

[Assimilator]

Just a minute ago I reloaded iCUE onto my comp. If it goes tits up I'll uninstall both Aura and iCUE and then reinstall only iCUE and see how things behave.

I will have a look at the link.

Tom.


Edit: Aura and iCUE removed, iCUE reinstalled, Comp just crashed!

Here are a couple of screen grabs. The latest shutdown happened at 13:19. I presume I need to go into the detail of one of those 13:19 events, could someone provide more detail as to what to look for/screen grab?

Those Critical "Kernel-Power" and Error "EventLog" events are probably of most interest. Both the "General" and "Details" tabs.

 

[Tommygunn]

Ok, from top to bottom, General to Details:

 

[Assimilator]

Yeah, that's what I feared... nothing useful in those logs because the system died so quickly.

Aura has a bad reputation for not uninstalling itself properly, maybe try using Revo Uninstaller or the tool "Aura Cleaner" from Asus here: https://rog.asus.com/forum/showthre...rt-all-isues-in-this-thread/page11#post671184 to make sure Aura is completely gone.

Apart from that, all I can suggest is to make sure your drivers are up to date, and consider updating your BIOS. If that does not work then I would get back to Corsair's "support", point them at this thread, and tell them to stop being useless sods. Maybe consider posting in their forum, you'll get a lot more visibility there.

 

[eidairaman1]

Any way of getting an older version, by the way do you have any other corsair software installed?

 

[cadaveca]

I downloaded and ran the Corsair iCUE software some days ago in preparation for the delivery of my Corsair K70 RGB keyboard.
Everything was going well and I completed the few basic intro options, e.g. language, left it at that and went back to what I was doing without venturing further.

Some minutes later, bam, monitor gives me a black screen and the 'no signal' box pops up and the keyboard and mouse are non responsive.
From looking at the computer, you'd think it was fine, LED's on, fans spinning, the same as a few minutes ago before the 'no signal'.

So, to rectify the issue I attempt to use the Reset button - it is non responsive!
I then try the power button, holding it down and, it too, is non responsive.

I have to physically cut the power at the PSU, switch back on and reboot.

Does anyone have any idea what is going on?

Cheers,
Tom.

Once you install the iCue software, please be sure to update the software immediately after. I ran into a similar issue with iCue on my AMD 1950X-based system, but updating the software fixed the problem with my ASRock X399M Taichi. The version that Corsair offers for download is quite outdated and I have no reason why they don't offer the latest for easy download from their site.

 

[Tommygunn]

Assimilator,
Yes, I always use Revo and did so to remove Aura. As you suggested I updated my MB to the latest BIOS, it was only one interation out, however, that might have made a difference.

Eidairaman1,
I've not looked for an older version(see below) and, no, I do not have any other corsair software installed.

Cadaveca,
Yes, I'm up to date.

Ok, so I removed everything using Revo, updated my BIOS to the latest and reloaded iCUE. That was yesterday and so far I have not had any problems. I'll leave it as is for a day or two more and if it holds I'll trying adding Aura back on.

Thanks for the help.
Tom.

 

[eidairaman1]

Assimilator,
Yes, I always use Revo and did so to remove Aura. As you suggested I updated my MB to the latest BIOS, it was only one interation out, however, that might have made a difference.

Eidairaman1,
I've not looked for an older version(see below) and, no, I do not have any other corsair software installed.

Cadaveca,
Yes, I'm up to date.

Ok, so I removed everything using Revo, updated my BIOS to the latest and reloaded iCUE. That was yesterday and so far I have not had any problems. I'll leave it as is for a day or two more and if it holds I'll trying adding Aura back on.

Thanks for the help.
Tom.

Glad it's fixed.

 

[Assimilator]

Assimilator,
Yes, I always use Revo and did so to remove Aura. As you suggested I updated my MB to the latest BIOS, it was only one interation out, however, that might have made a difference.

Eidairaman1,
I've not looked for an older version(see below) and, no, I do not have any other corsair software installed.

Cadaveca,
Yes, I'm up to date.

Ok, so I removed everything using Revo, updated my BIOS to the latest and reloaded iCUE. That was yesterday and so far I have not had any problems. I'll leave it as is for a day or two more and if it holds I'll trying adding Aura back on.

Thanks for the help.
Tom.

That's good news! Please do let us know if it remains stable after adding Aura back into the mix.

 

[Tommygunn]

Well, with only iCUE installed I was not having an issue. However, yesterday evening I installed Aura, put the computer to sleep, came back to it in the early hours and it shut down on me about 5 or 10 minutes in. Switched off, went to bed.

Just removed Aura five minutes ago this morning.

So, who do I blame Aura or iCUE?

Tom.

 

[Tommygunn]

Yesterday evening my comp shut down again. I thought I'd done everything to remove Aura with Revo and I'd rather have iCUE instead of Aura. Anyway, I did a search of my C drive and found a few Aura related odds and sods in the Temp folder, and elsewhere, so I manually deleted those.
Once again, I'll give it another go with iCUE and see if it holds out.

Tom.

 

[cadaveca]

Yesterday evening my comp shut down again. I thought I'd done everything to remove Aura with Revo and I'd rather have iCUE instead of Aura. Anyway, I did a search of my C drive and found a few Aura related odds and sods in the Temp folder, and elsewhere, so I manually deleted those.
Once again, I'll give it another go with iCUE and see if it holds out.

Tom.

iCue has been updated as well. I'm not surprised you have these issues with ASUS software also present; those little bits that are not removed kind of hints at perhaps how poor that software is, since it can't even uninstall itself properly, but then, ASUS software is kind of known for that uninstall leftovers. Either way, I surmise some sort of conflict between the two is what's causing your grief, or in a weird way, it is still possible your PSU is the culprit, given your crash indicators. I'd really like to have the time to play with your system in person to investigate but alas...

 

[Gasaraki]

So, to rectify the issue I attempt to use the Reset button - it is non responsive!
I then try the power button, holding it down and, it too, is non responsive.

That is physically not possible. The power button and reset button are tied in to the motherboard and the ATX spec. There is no software controlling that.

I have now received the keyboard and thought I'd give ICue another go. Unfortunately, the problem resurfaced again, twice, even though I had not purposely gone into it but it was running in the background from boot up.

In addition I received this responce from Corsair customer service, thoughts:
'Based on what you are describing and the system specs you have provided you encountered the Ryzen version of a BSOD. Unfortunately I cannot offer support for this as this is not a Corsair product issue.'

Tom.

I agree with Corsair support. The symptoms don't look software related. However the software might have brought it out. I've built a few Ryzen systems now. Ryzen is a real bitch sometimes.

 

[eidairaman1]

Yesterday evening my comp shut down again. I thought I'd done everything to remove Aura with Revo and I'd rather have iCUE instead of Aura. Anyway, I did a search of my C drive and found a few Aura related odds and sods in the Temp folder, and elsewhere, so I manually deleted those.
Once again, I'll give it another go with iCUE and see if it holds out.

Tom.

Report problems to both, they are in a conflict.

 

[the54thvoid]

I agree with Corsair support. The symptoms don't look software related. However the software might have brought it out. I've built a few Ryzen systems now. Ryzen is a real bitch sometimes.

Memory RGB software can corrupt systems. GSkill had an issue with it way back last year. I didn't install the software. Happy I didn't.

 

[newtekie1]

That is physically not possible. The power button and reset button are tied in to the motherboard and the ATX spec. There is no software controlling that.

That isn't true at all. The power supply is software controlled. The software just resides on the motherboard. And it is possible to crash the computer so hard that even holding the power button will not shut it down.

 

[eidairaman1]

That isn't true at all. The power supply is software controlled. The software just resides on the motherboard. And it is possible to crash the computer so hard that even holding the power button will not shut it down.

Hence why soft off function lol

 

[Hockster]

Aura and iCue have historically not played well together. Corsair recommends not having any other monitoring/control software installed because of potential conflicts. And the best place for iCue support is Corsairs forums.

http://forum.corsair.com/v3/forumdisplay.php?f=280