Exteremely Strange Boot Issue

Hardware: GE75 8SF, Windows 10 1809
Bios: E17E2IMS.10E
EC FW: 17E2EMS1.107

Issue: From cold startup the boot will get stuck on the MSI logo screen with the windows white dots rotating. If not touched, this continues indefinately. If I press any key, instantly boots into Windows.

Here is the strange part. This issue will happen if I quit windows via 'Restart' or 'Shift + Shut Down", however if I just shut down the computer, it will boot fine the next time. (The kernel hibernation somehow bypasses this issue)

I created a windows 10 installation usb with its own EFI. If I select it to boot into it through the F11 menu, I will also be stuck in the MSI logo screen. (So other bootables replicate the problem) (Edit: I tried a ubuntu bootable usb, which booted instantly. However my keyboard and mouse didnt work in Ubuntu. When I booted back into windows keyboard was not working, I shut down and booted again and keyboard was working again.)

EC reset, bios flashing etc. have not resolved this issue. It started with an issue where my keyboard wouldnt work in Bios, which has since been resolved. http://forum.notebookreview.com/threads/welp-keyboard-not-working-in-bios.828708/

 

You will need to inspect keyboard cable, touchpad cable or MSI lighting cables like I said previously. Usually boot process is interrupted when keyboard is pressed and waits for user input.
A small dirt or hair can wreck it. I had similar issue where the keyboard and touchpad cable were filled with dust and pet fur.

 

hmm its a brand new laptop, I have not opened it at all yet. I supposed I will give this a try though, and let you know. Thank you.

 

I bet Fastboot option is enabled in the system bios, if it is try disabling it.

Sent from my LLD-L31 using Tapatalk

 

Fastboot is enabled on all systems regardless of AMI or Insyde BIOS, secure boot won't work properly w/o Fastboot or QuickBoot.

 

Also check if it still sticks when you unplug the USB peripherals from the laptop. I have seen a lot of this lately.

 

There's a new EC firmware available, which could be related.
http://download.msi.com/archive/frm_exe/nb/17E2EMS1.108.zip

 

I would just like to add things I have tried so far;

• Bios flash --> EC reset --> EC fw flash --> EC reset (Issue persisted)
• Tried all available Bios and EC versions since the computers release.
• Fast boot On/Off, UEFI w CSF/UEFI (Issue Persists)
• Clean install onto SSD after diskpart --> Clean (Issue Persists)
  • Issue is replicated during the boot into the Windows Installation Media (USB stick)
  • (It is definetely not Windows)
• Inpected internals, no loose or damaged cables.
• Booting with no usb devices attached, plugged in/battery powered (Issue Persists)

It appears to revolve around the USB controller, as I have a lapdesk with a built in fan which also goes off with the keyboard at the logo screen, and it comes back on after a key press.

Since I can get into my OS and use the computer without any other problems, I am considering just ignoring this problem, since I dont want to part with my computer for weeks when it is brand new. I will send it to the service eventually. In the meanwhile thank you all for trying to help.

 

So there were no changes like SSD upgrade/swap?

 

@Kevin@GenTechPC The device is full factory hardware. This issue manifested sponteneously after I booted into the Bios one time, when the keyboard didn't work for the first time. I pressed the power button, pc instantly cut off power. Had this boot issue ever since. I dont know what may have prompted it. There was an Ubuntu installation on the HDD at the time, but I hadnt used it in a while.

I will try to record a video of the boot and post it here, maybe more experienced people will see something I am missing.

 

Did you get any chance to revisit the issues?

 

Sorry, I have a lot on my plate so I just couldnt get the time to record the problem on video or try anything new yet. I will get around to it in the next few days. I am truely grateful that you are still keeping tabs.

 

Here is a video of the issue, sorry for the quick editing, I wanted to make it short.



I would like to add the list of things I tried again.

• Bios flash --> EC reset --> EC fw flash --> EC reset (Issue persisted)
• Tried all available Bios and EC versions since the computers release.
• Fast boot On/Off, UEFI w CSF/UEFI (Issue Persists)
• Clean install onto SSD after diskpart --> Clean (Issue Persists)
  • Issue is replicated during the boot into the Windows Installation Media (USB stick)
  • (It is definetely not Windows)
• Inpected internals, no loose or damaged cables.
• Booting with no usb devices attached, plugged in/battery powered (Issue Persists)

I am happy to provide any additional info if you guys have ideas. Otherwise I am gonna stop trying to fix this, take it to the store before the warrenty runs out.

 

It seems like software-related issues though. Have you created a factory recovery media yet? If not then use the F8 hot key to do it.
You can also do a clean install if you want the system to run leaner.

 

I clean installed windows several times over the past weeks. This laptop was bought FreeDOS, so no factory reset media available. The second boot in the video after holding F11 is a windows installation usb made via the creakion kit, which makes me think it might not be software related. The problem happens even when booting into that.

This OS installation I am running right now, is actually very clean. I have installed it following some select steps from Phoenix instructions, the drivers are manually installed, updates are done via sledgehammer (wumt), no unnessary apps or telemetry running. I am quite pleased with the laptop other than that boot issue. I might clean install 1903 when it realeases to the public though.

 

Was the OS installed via pure UEFI without CSM enabled?

 

UEFI mode. I booted into the installation media, on the hard disk selection screen ctrl + F10, select disk and ran cmd clean on all drives.

Quit the install into bios, enabled fast boot, selected UEFI, selected hdd as the first option.

I rebooted into the install media, selected the clean disk, and installed in full UEFI mode.

 

I have just come to realise that through all the re-installs EC resets and Bios flashes, my keyboard RGB never reverted to its original color red... Clearly the computer is storing some hardware states in memory I cant get to. Does anyone know how to completely reset a computer?

 

Please refer to the images below to reset EC.

 

I have reset the EC a dozen times, it does not revert keyboard rgb to the original red.

 

Use the dragon center utility to see if it's changeable.

 

So, enough time past that I decided to give this another crack at troubleshooting this issue.

Here is my new finding. Under device manager, there is a device error under hidden devices.

PS/2 Compatible mouse with Hardware ID;
ACPI\VEN_MSNB&DEV_0001
ACPI\MSNB0001
*MSNB0001

is returning Error 24

If I uninstall this device, it pops up in the next boot. I opened up and inspected the internals again, all cables are perfectly snug in their connectors, there is no corrosion or blown out fuses. I really took a good 10 mins looking closely.

There was 1 fuse LED3A that looks to be different to the rest on the little pcp the touchpad and the keyboard ribbons connect to. But it looks similar to other images of this laptops internals. Since I opened the laptop up, I took the opportunity to take the battery out, but yeah, the issue stands as it was.


On an unrelated note, I could see the thermal crap gooping off the capacitors and off center thermal pads.. I need to repaste this thing..

 

Device ACPI\MSNB0001\4&358b57f5&0 had a problem starting.

Driver Name: msmouse.inf
Class Guid: {4d36e96f-e325-11ce-bfc1-08002be10318}
Service: i8042prt
Lower Filters:
Upper Filters:
Problem: 0x18
Problem Status: 0x0

 

I suspect there is some message behind the logo which is hiding a prompt message. Is it possible to remove the logo?