I require urgent assistance with an unknown problem—please explore potential reasons and remedies.
I require urgent assistance with an unknown problem—please explore potential reasons and remedies.
with the same length and structure:
Just to provide some context, I’ll share a bit of background before diving into my current problem. About six months ago, I tried to complete my new PC setup (see below for component details). For the processor to be recognized, my motherboard required a BIOS upgrade from the factory. But even after hours of waiting, my motherboard wouldn’t finish the update. I contacted MSI and was told to power down the system and send the motherboard back for repair.
Unfortunately, I received a refurbished motherboard instead of a new one. When I got the replacement, I tried flashing the BIOS again. This time it worked. However, near the end of the build, the CPU cooler stopped functioning. The same happened with my previous motherboard—receiving a refurbished unit. Eventually, I managed to get the necessary components and my build came together. It’s been roughly two months since then. Now, I’m dealing with this new issue.
On average, I play games using a mouse and keyboard. Recently, I started playing Rocket League with a controller, but I can’t confirm if that’s the main reason for my problem. Still, I noticed that whenever a controller is connected to my PC, the issue appears. This has happened consistently across all my experiences.
My peripherals tend to shut down unexpectedly. First, the speakers stop playing audio. Then the mouse, keyboard, and controller turn off. After a few seconds, the RGB lights on my PC go dark. Once they return, all fans reset to their default settings, and the lights come back to normal. But something strange is that my speakers remain silent—they’re still listed as the audio output device, yet nothing plays. I have to restart the computer to get them working again.
This also happens when using a headset, but it turns off after a while, unlike the speakers. My monitors don’t shut down either. This issue seems inconsistent—it pops up randomly, sometimes without warning and other times repeatedly. I’d appreciate any suggestions or possible causes for this unusual problem. Thank you in advance!
Hey there,
Just to be clear, the first mobo was purchased new? If so, I would get back on to MSI and tell them under no circumstances will you accept a refurbed device after paying for a new one. RMA the mobo immediately and only accept a new motherboard matching the one you originally got.
There is no way I would accept a refurbed device.
As a side note: Did you clear CMOS after the bios update? You need to do this to completely rule out an incomplete bios update as the issue.
Yes, I purchased this MOBO brand new. However, I have found out very quickly that MSI RMA is an absolute nightmare. As mentioned, MSI advised me to send it to them the first time it malfunctioned. I asked for a replacement on the first phone call, and the MSI RMA employee REFUSED to give me a replacement. He was very adamant with his response as well. After I received this MOBO back after months of waiting just to realize it was not fixed in the slightest, I was on edge to say the least. When I called back to RMA, I remained calm and explained that I could not wait another 2+ months to receive a "repaired" MOBO. The lady with RMA said verbatim "Do you just want to replace this MOBO... I don't know why that was not done initially upon the first request". I told her about the refusal and asked if the MOBO would be new. She told me the replacement would be brand new and never used. After another month of waiting, I finally received the replacement. Everything looked good... until I saw the thermal pads on the M.2 heatsinks. One of the thermal pads had clearly been peeled off with the outline of it still on the heatsink and fingerprints all along the inside. The main heatsink had a thermal pad, but the protective film over it had been peeled off already. so I had to give it a good cleaning before it was used. I have a working computer now, I am not dealing with RMA for another months to come XD.
TLDR: MSI RMA told me false information on both contacts but tried to satisfy my experience with good customer service tactics; made me wait 4+ months to receive a functioning/used/probably repaired MOBO
Update on the OP: I figured out it was the USB cable I was using. Upon switching cables, I have not experienced the same issue. The reason I had never experienced it prior was because I never use a controller unless on Rocket League. I'm guessing a short in the USB cable causing my MOBO to surge.