ASRock Issues Update on No Boot & CPU Damage Incidents on AMD Platform

[GFreeman]

We are aware of a number of cases where some AMD CPUs have boot issues with specific BIOS versions, and case with ASRock motherboard involving damaged CPU. We are taking these incidents seriously and have reached out to many of the affected users to gather information. We have obtained some of the motherboards for thorough inspection.

• A retrieved motherboard was in a system where the CPU showed burn damage. When inspecting this motherboard, we found that the motherboard does not have obvious damage nor burn marks around the VRM area. Measurements of the motherboard are also within spec. After cleaning and removing debris from the CPU socket, without further repair, the motherboard can boot up successfully with original onboard BIOS. It also passed long-term stress tests.
• With some BIOS versions, we have noticed some systems are not being able to boot with random 9000-series CPUs. BIOS 3.20 fixes this issue by improving memory compatibility.

The release of BIOS 3.20 is not related to the CPU damage issue. All BIOS versions including earlier iterations will not cause CPU damage.

If you are facing any trouble, please reach out to us via the support form on our website.

View at TechPowerUp Main Site | Source

 

[AusWolf]

People went full retard "CPUs are blowing up, the end of the world is here" mode, while all it was is some dirt causing a short in the CPU socket. Hilarious!

 

[R-T-B]

Only logical. Dirt is the enemy of the magic smoke, which as we all know, makes our pcs work.

 

[Quicks]

Aren't all companies like this lately things go wrong and they just flat out deny anything wrong or blames end user or is just like yeah well, but it only affects like 1% of customers.

 

[AusWolf]

Aren't all companies like this lately things go wrong and they just flat out deny anything wrong or blames end user or is just like yeah well, but it only affects like 1% of customers.

In all honesty, I can't recall reading about another Zen 5 CPU blowing up.

 

[user556]

They're not attributing any blame really, even the dirt mentioned is not attributed to any particular event. Treating it as a one-off that doesn't warrant any further investigation. Which is fair enough for now.

 

[qlum]

Aren't all companies like this lately things go wrong and they just flat out deny anything wrong or blames end user or is just like yeah well, but it only affects like 1% of customers

It really goes both ways, in this case it was definitely user error with dust between the cpu and the socket.
There is always a a failure rate and it seems to me in this case, that Asrock at first had a voltage that wasa bit too low causing some instability. And what's left seems to be cases of user-error.

Very much not the same as Nvidia running their 12v connector with very little safety margin on the 5090.
Or Intel's 13th and 14th gen degredation.

 

[EatingDirt]

Aren't all companies like this lately things go wrong and they just flat out deny anything wrong or blames end user or is just like yeah well, but it only affects like 1% of customers.

We're in the age of the internet. If it affects 1 customer and the thread goes viral(in the tech/hardware world), it can give the illusion of affecting many more as AI publications are quick to jump on it as they see it trending in the algorithm. Rumors are great clickbait to drive traffic.

Not trying to shill for any companies, but sometimes it's just the customer that's the idiot.

 

[_roman_]

At least ASROCK gave answers.

Also the line of though is convincing. Measured board, cleaned socket, works.

the information miss misses important information. how was it cleaned? chemicals or with a device. I wrote on purpose not the things i really wanted to choose from.

I assume they measured the board as first steps and did not found anything without specs. I assuem taht shoudl also included the "visual other colored" cpu socket.

In my point of view this situation was handled properly and in a timely acceptable fashion. Other board manufacturers, other board manufacturers who made "very good power supplies" - and other graphic card chip manufacturer could not deal with situation convincing in a short time frame.

Aren't all companies like this lately things go wrong and they just flat out deny anything wrong or blames end user or is just like yeah well, but it only affects like 1% of customers.

I do not see any wrongdoings here.

Board was measured. I would do the same when repairing or finding the root cause. No deviation found. I assume they compared the measurements with the same board from the factory. Or defined measurement points values from the design phase.
Board was cleaned. I would do the same when repairing, doing service on electronics.

Do you mind care to elaborate please?

They're not attributing any blame really, even the dirt mentioned is not attributed to any particular event. Treating it as a one-off that doesn't warrant any further investigation. Which is fair enough for now.

8D Report wise.

Where does the dirt comes from?

MY asus prime x670-P mainboard, hopefully first buyer, came wiht a protection cover over the cpu socket and clean socket. In the usual anyone can open the ESD bag and in the usual cartoon box. Where should dirt enter the socket? When reading the manuals properly: mainboard, cpu - the first thing you should do is remove the plastics and socket the cpu. where should the dirt enter between cpu and cpu socket?

You do not expect ASROCK to just guess what the user did with the board? especially when so many people are not honest on a daily basis. (i will not give any examples - it's clear what i hint out)

Can we rule out that the enduser never touched the cpu pins on the underside with anything, hand and such? used esd equipment? had a proper work place and equipment which is clean?

 

[phanbuey]

Aren't all companies like this lately things go wrong and they just flat out deny anything wrong or blames end user or is just like yeah well, but it only affects like 1% of customers.

The last one was msi, but in the photos the user posted, they installed their cpu upside down and forced the mechanism shut.

 

[user556]

Where does the dirt comes from?

It's fair to say Asrock aren't all that concerned. Their main concern was with possible firmware or manufacturing problems. Since they've effective ruled those out they're happy to let it rest.

EDIT: Actually, looking at the photos, the dirt has come from the burnt CPU. So, it's not foreign dirt at all.

 

[_roman_]

Kein Boot und Schäden: ASRock äußert sich nach Problemanalyse - Hardwareluxx

Kein Boot und Schäden: ASRock äußert sich nach Problemanalyse.

www.hardwareluxx.de

2. With some BIOS versions, we have noticed some systems are not being able to boot with random 9000-series CPUs. BIOS 3.20 fixes this issue by improving memory compatibility.

The release of BIOS 3.20 is not related to the CPU damage issue. All BIOS versions including earlier iterations will not cause CPU damage.

That is 100% the user fault (to phrase it very friendly)

without further repair, the motherboard can boot up successfully with original onboard BIOS. It also passed long-term stress tests.

... long term stress test. = passed =

 

[A Computer Guy]

EDIT: Actually, looking at the photos, the dirt has come from the burnt CPU. So, it's not foreign dirt at all.

One thing to watch out for is hairs getting into the socket while installing the CPU. Something I never see mentioned.

Is it just me or do the pictures and the article not jive? Burn damage but the pictures show some serious pin damage yet he board was tested and passed without serious repair? Seriously ASRock testing the board without heatsinks on those chipsets?

 

[Quicks]

At least ASROCK gave answers.

Also the line of though is convincing. Measured board, cleaned socket, works.

the information miss misses important information. how was it cleaned? chemicals or with a device. I wrote on purpose not the things i really wanted to choose from.

I assume they measured the board as first steps and did not found anything without specs. I assuem taht shoudl also included the "visual other colored" cpu socket.

In my point of view this situation was handled properly and in a timely acceptable fashion. Other board manufacturers, other board manufacturers who made "very good power supplies" - and other graphic card chip manufacturer could not deal with situation convincing in a short time frame.



I do not see any wrongdoings here.

Board was measured. I would do the same when repairing or finding the root cause. No deviation found. I assume they compared the measurements with the same board from the factory. Or defined measurement points values from the design phase.
Board was cleaned. I would do the same when repairing, doing service on electronics.

Do you mind care to elaborate please?



8D Report wise.

Where does the dirt comes from?

MY asus prime x670-P mainboard, hopefully first buyer, came wiht a protection cover over the cpu socket and clean socket. In the usual anyone can open the ESD bag and in the usual cartoon box. Where should dirt enter the socket? When reading the manuals properly: mainboard, cpu - the first thing you should do is remove the plastics and socket the cpu. where should the dirt enter between cpu and cpu socket?

You do not expect ASROCK to just guess what the user did with the board? especially when so many people are not honest on a daily basis. (i will not give any examples - it's clear what i hint out)

Can we rule out that the enduser never touched the cpu pins on the underside with anything, hand and such? used esd equipment? had a proper work place and equipment which is clean?

I'm not targeting ASRock just talking in general and the behaviour of companies these days. If anything I'm taking the piss out of Nvidia.

 

[A Computer Guy]

I'm not targeting ASRock just talking in general and the behaviour of companies these days. If anything I'm taking the piss out of Nvidia.

Yea no worries. I was pondering if those pictures were just filler and not relevant to the written article.