Question

Extreme Lag With Gaming Laptop After Motherboard Change

Hi, I’m sorry in advance for this very long explanation, but its needed to help you understand/approach my question.

I bought an Asus gaming laptop in December 2017 (Asus GL503VM). It had sound issues from the moment I bought it, so when I had the chance, I took it to the Asus Service Center (in Malaysia). The first time, they claimed to have fixed the issue, but the issue persisted so I took it for a second time. They claimed to have fixed it again (they hadn’t), so I had to take it for a third time. They messaged me a few days later a telling me that they had been misdiagnosing the issue as being with the speakers when it had been a “motherboard issue” all along. They told me that they had changed my motherboard. So I went to collect it, and surely the sound was fine (and still is), but I would find out later that they had fixed the problem only to cause a bigger, more unbearable problem.

I was busy with school at the time so I didn’t have time to game, but a month or so later when I opened one of my games, I was shocked at experiencing extreme and unbearable lag on almost every single game I had, games that ran perfectly smooth on the highest graphics before this incident. I googled it and I was shocked to find out that apparently a motherboard change requires a clean install of windows, which the Asus service center did not mention to me at all. Unfortunately, I wasn’t in Malaysia anymore, but I contacted the Asus service center in North America, and they claimed that it wasn’t their responsibility at all. I have been trying to contact the Asus service center in Malaysia, but I haven’t been able to reach them, and I’m not very hopeful in getting any sort of help from them, since their customer service was terrible (given that I had to take my laptop there THREE times for them to fix a sound issue, only by causing a bigger issue).

The more I googled this issue, there were people saying that booting up windows for the first time is even difficult after a motherboard change, so I started to become skeptical as to if they had even changed my motherboard like they had claimed. So, I checked the motherboard model through command prompt, and the serial number it showed alongside the model was the same serial number my laptop initially had when I bought it. I didn’t find clear information on this online, so I’m still not sure if that means they lied to me?

Anyway. My question boils down to multiple things. How do I approach this problem? On one hand, I could try doing a clean install of windows (and lose all my programs, some licensed, in the process), but it might turn out that they never even changed my motherboard and that the issue stems from somewhere else. Whatever it is, it happened after they gave me my laptop back. So how can I be sure? Is the serial number an indicator? Did they plug something incorrectly? I have my User Benchmark results, as well as a Speccy report that I will post upon request. This issue is driving me insane, since my GAMING laptop is practically useless to me now, and Asus is completely incompetent with their customer service, so any help would be much appreciated. Thank you.

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Answer
About the Windows OS.

" I was shocked to find out that apparently a motherboard change requires a clean install of windows, "

There's nothing new here. In fact this is one of the dozen reasons folk collect their software titles on some media along with notes on how to install and activate. If they don't they can melt down when a virus hits, a HDD fails or they need to repair Windwos.

Since you appear to know about the Windows issue why not try a less traumatic way to test if the new install will fix it? Remove the drives for Windows and data, pop in some blank and do a factory recovery or for W10, a clean install. NO CDKEY IS REQUIRED but you do have to know how to install the OS and all the drivers and apps to bring it back to where Windows works right. After that you install an app or test to see if the issue is fixed.

This is time consuming but by using a new blank drive you don't disturb your working system.

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Doing a clean install

Thank you for your quick reply.
I wasn't aware of that as I am not very well versed in these topics, I was shocked because the service center did not warn me or even mention it before they went ahead and changed my motherboard.

As for the solution you suggested, I unfortunately do not have a blank drive at the moment. Plus I don't have the tools required to open and remove my current drives from the laptop. I have two drives, one where windows is installed and one with almost all of my data and programs. I'm assuming doing a clean install on the Windows drive won't keep my programs from the other drive since their registry entries won't exist on the new Windows?

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I will not suggest this. Too dangerous.

That is, unless you have full image backups of the drives inside the laptop this is too dangerous. There have been too many posts on the forums (not just here) about a total wipeout without any backups when trying to install a second copy of Windows.

You can try supplying a Speccy but no backups mean danger similar to high wire acts without a net.

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Web Speccy Report

Here is my Speccy report: http://speccy.piriform.com/results/yfwqANSGntcG4Mawy4IMTaL

I've also just been informed by someone else that the serial numbers matching means that Asus never changed my Motherboard, and they probably did something else (and lied about it I guess?). So what else could this lag be a result of?

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Sorry.

But anytime I find Daemon Tools I wait for it and other apps to be removed. So a quick reply and later a Speccy reading.

No, I can't guess according to serial numbers. I've had machines go into repair depots and they keep the serial numbers the same with new boards. It's your SN so why must they change that?

Windows is a crufty thing. It can gather so many apps, drivers and one wrong move and it's game over. The story so far is sadly typical and it takes a great tech to sit down and go over the machine to see what's up. If it gets too odd the tech pops in a blank drive to load up the OS, drivers and such to see if the OS is the issue. Here you call that a non-option which tells us you are not ready for a HDD failure or any failure.

As time has passed I'm running into many that flame out over this Jurassic OS. That is, it's not built for users today. Today's users don't want to backup their stuff, they just want it to work and for support to just fix it. I can't see that ending well.

Anyhow, dump Daemon and I'll be back with more Speccy items.

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Answer
A Speccy reading. Also, I need to know more about the lag.

Lag is well, undefined here. Online gamers have Internet lag and for non-Internet games what sort of lag? Delay from mouse click to bullet noise or low frame rates?

1, I see Deamon tools. Dump that.
2. Driver Booster . Perfect way to mess up a good PC. This is not how to deal with drivers. Drivers are NOT updated unless there is a good reason. I just go with the maker on this and disable Windows driver updates. More? Read https://www.howtogeek.com/233115/the-only-way-to-safely-update-your-hardware-drivers-on-windows/
More? Plenty out there about DB and IObit. Don't go near them.
3. Badware! https://www.bleepingcomputer.com/virus-removal/remove-proxygate
4. ParkControl. Remove.
5. RAM is SINGLE CHANNEL. That's 10 or more percent performance hit. I can't tell how this happened but I'd get a second stick of the same make, model to fix this.
6. BIOS is current (good!)
7. HDD. I see not SSD. Great for budget, rarely meets the user's expectations. Get this up to SSD fast.

Things to fix fast.
8. Disable this: https://www.howtogeek.com/224981/how-to-stop-windows-10-from-uploading-updates-to-other-pcs-over-the-internet/
9. Use a better DNS: https://www.howtogeek.com/167533/the-ultimate-guide-to-changing-your-dns-server/
10. GET RID OF BADWARE. I see CLOUD.EXE chewing up connections.

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Followed your tips.

Thank you for your tips!
1. I uninstalled Daemon tools, Driver Booster and Park Control.
2. I followed that BleepingComputer tutorial and removed all Badware.
3. I disabled the Windows 10 peer update thing.
4. This laptop came with 16GB of ram which I'm assuming is all in one slot, since it says 3 out of 4 slots are available. I'l look into that (and SSD) in the future.

When I mention "lag", I mean fps drops, screen tearing, lag "spikes" and freezing that lasts several seconds, all of which were nonexistent before I took my laptop to the Asus Service Center to have my sound fixed. Also, I got into contact with someone from the service center and asked them about the serial number match and whether or not they changed my motherboard at all. They claimed that they set the serial number of the new board as that of the last one to prevent windows from having to be activated. Then they suggested I do a clean install.

I'm going to check and see if any of the changes I made have made any improvements. If not, I guess I'll have to do a clean install.

Thank you again Happy

Post was last edited on January 27, 2019 11:23 PM PST

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Given the story and the Speccy

I don't expect a clean install to do much. If this story follows the usual arc the owner installs a clean Windows and it's far worse until they get the drivers and apps back to factory condition.

But the story sounds like the old HDD and single stick of RAM is weighing in on the machine.

Badware and such may still be there. The Speccy only shows so much so I'd choose one of these next steps:
1. Use Grif's list of tools to scan and remove what is found: http://www.cnet.com/forums/discussions/how-to-remove-pup-option-603542/#post-f742c795-5881-433b-a29b-6d758efe5cd3
2. Get to Bleepingcomputer and tell your story that badware was found, removed and how do they suggest looking for the rest?

The machine is not setup to deliver its best performance. That Single RAM and the HDD puts it back a decade on performance.

Good they duplicated the serial number. Stops an issue I don't want to get into.

-> Let's get a new Speccy and share the Userbenchmark as it may show us more.

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