Freezing in every game, occasionally causing total system lockup

[DivideTheZero]

Hello, I've been having this problem ever since I got the Deck. Every game at some point, will lockup and I'll be forced to either quit the game, or occasionally force shut down the system. Possibly hardware issue?

The freezing occurs at seemingly random times, but *usually* within the first 15 minutes of launching a game. The game will freeze, the screen will go black for a sec, then when it comes back the game will be completely unresponsive. Audio still plays, and I can usually use the overlay and exit the game. Sometimes the overlay will also be unresponsive, and I have to force shut down the system. (Note: In these scenarios, I can still hear the overlay, I just can't see it)

This freeze occurs in *every single game I have tested*. H:ZD, Control, Hitman 3, No Man's Sky, Half Life 2, ME: Legendary, etc.

It appears like the GPU is crashing or resetting. Graphics settings and intensity appear to have zero impact on the issue. Happens just as often on low presets as on high presets.

So far I have tried re-imaging the deck, and opted into the beta branch. No change.

[opendeur]

Originally posted by opendeur:

I am experiencing the same issue. Aperture Desk Job runs without issues so far (it's a short game), but PES 2020, PES 2021 and the new eFootball all crash sporadically while they are all verified (and one playable) games. Sometimes I can play one or two complete matches, but most of the time the game or even the OS become unresponsive within the first 10 minutes of a match following the described pattern with a black screen in between the frozen game.

I am not using a microSD card or other external disk and I've perviously tried:
- many different Proton versions
- the shipping mode trick
- verifying the game files regularly
- enabling IOMMU in advanced bios (now disabled again)

I've now disabled auto-brightness and put some electrical tape on top of the light sensor, but PES 2020 and PES 2021 are still freezing like before. I am in contact with Steam Support, and they suggest I re-image the device as a last resort.

I've been in contact since, and could eventually RMA my device after I tried longer sessions with other games (like Resident Evil 4) also resulting in the same crashes. Hope everything will be ok now!

[Revelation_Space]

Anyone had any luck getting their RMA'd Deck back recently? I had the exact same problem as all of you, I sent my Deck back a month ago and they received it on the 25th of May. They said it would take 5-8 working days to ship a replacement, but it's now been 17 with no word. They just keep saying to be patient. Bit weird since everyone seemed to get theirs back quickly last time I checked.

[Quad_Plex]

Originally posted by Revelation_Space:

Anyone had any luck getting their RMA'd Deck back recently? I had the exact same problem as all of you, I sent my Deck back a month ago and they received it on the 25th of May. They said it would take 5-8 working days to ship a replacement, but it's now been 17 with no word. They just keep saying to be patient. Bit weird since everyone seemed to get theirs back quickly last time I checked.

My RMA also took really long to process on their end. Ended up being something like 13 business days (read: business days, no weekends and such included) before they sent it out, but you should definitely ask Support for an update for your RMA device on your original ticket

[jpmarcos]

New unit and all the games I've tried freeze after a while: Elden Ring, Control, Alan Wake and to see if it was because of the graphics Axiom Verge. The response from Steam support hasn't fixed anything, not even re-image the deck. It's a new unit and it's unable to run anything, it seems like a joke. And from support the first time they replied quickly, but now that I've told them that nothing they said helped they haven't replied again. After a year it's time to wait again, it's frustrating.

[hascher.pur]

Since there has been a lot of confusion about different problems, I wanted to create an overview to the problem:
The issue we are talking about looks like this: https://imgur.com/a/ajplNv1
Basically the frame stops, after a 1-3 seconds the screen turns black, and the frame returns. The audio keeps playing, but you need to exit the game via Steam menu. This problem can happen to all games, irrespective of the "Steam Deck verified" status.

Things to try:
1. Reset the steamdeck by doing the volumedown + quick access + turn on
2. Factory reset the unit
3. Try different proton versions (including experimental (including bleeding edge))
4. (Optional) Try different proton launch options
5. Try block the light sensor (which regulates brightness) or turn off auto brightness
6. Verifying game files
7. Check whether your microSD is faulty (try playing without the microSD card)
8. Put the steam deck into storage/battery mode ((a) Power the Steam Deck down normally (choose Shut Down from the Power menu).(b) Hold down the Volume+ button and press the power button. The Steam Deck should boot into the BIOS menu. (c) Using the D-Pad and A to select, navigate to "Setup Utility". (d) Navigate to the Power Menu. (e) Choose Battery storage mode, and confirm. (f) You should see the Steam Deck power off, and the power LED will blink three times to confirm battery storage mode. Wait a few minutes, then plug the Steam Deck in to the provided power supply and turn on the Steam Deck.)
9. Re-image the steam deck (https://help.steampowered.com/en/faqs/view/1B71-EDF2-EB6D-2BB3)
10. (Optional) This happened to temporarily work for me: set the GPU clock to max. Everything working fine now, but every other clock produces the same error? GPU at fault.
11. If you fully want to verify that the GPU is at fault, go to desktop mode, launch the console, use journalctl and look for amdgpu erros. The problem should be ring gfx_0.0.0 timeout.

If you tried everything above, and nothing has improved (and you get conclusive evidence from 10 and 11), then I would recommend to start the RMA process. I would not start the RMA process before doing the steps above (and the support will ask you to do some of the steps mentioned above).
The RMA process can take 10 more business days. This means you might not have the deck for up to three weeks.

My new unit works flawlessly.
Hope this helps other (old and new) people in this thread.

[RoboitoAM]

Originally posted by DuckSoup:

I have a similar issue. my CPU is downclocking to 400 MHz and my GPU is at 200 mhz. None of the fixes here have worked for me. Everything is unplayable and navigating the menus are laggy. Most of the time my deck won't even boot up.

I contacted steam support yesterday but I still haven't heard anything back yet. :(

My deck work for the first few hours after I got it but it's not been working right since.

I just wanted to bump and respond to this because I also had the 400/200MHz issue and nothing could fix it. I'm RMA'ing my device today after following the steps provided by support.

I think it is a hardware issue, the cooling breaking or something because the fan would not activate and the wattage used by the CPU/GPU was less than a watt.

[ckosmic]

I've been having the same issue since I got my Deck about a week ago and can confirm the "*ERROR* gfx_0.0.0 timeout" error in journalctl. I'm so glad I found this discussion though because this is the exact type of crash I get that's happening regardless of verified-ness and I couldn't find anyone else talking about it. Just submitted a support ticket so I'm hoping I can RMA this. An unfortunate problem for sure.

[hascher.pur]

Yeah thanks for adding the comment. I just added a sentence to my post that this can happen to all games, irrespective of the steam deck verified status.

[Angelus]

Unfortunately I'll be back. The "freezing game" error has been appearing again for me since yesterday.
I have now checked the journalcpl and found that I have the amdgpu error with "ring gfx_0.0.0 timeout".
Are you sure that the gpu is fault?
In other words, I can't avoid an RMA process and it's a hardware error here?

[Quad_Plex]

Originally posted by Angelus:

Unfortunately I'll be back. The "freezing game" error has been appearing again for me since yesterday.
I have now checked the journalcpl and found that I have the amdgpu error with "ring gfx_0.0.0 timeout".
Are you sure that the gpu is fault?
In other words, I can't avoid an RMA process and it's a hardware error here?

I have yet to hear from anyone with this exact issue who managed to fix it permanently in any way that goes beyond 'I did xyz (standard troubleshooting step) and it disappeared!" only for them to come back later saying 'Nope, the issue came back'.

I'm afraid RMA is the only "safe" bet here

[Angelus]

Originally posted by Quad_Plex:

Originally posted by Angelus:

Unfortunately I'll be back. The "freezing game" error has been appearing again for me since yesterday.
I have now checked the journalcpl and found that I have the amdgpu error with "ring gfx_0.0.0 timeout".
Are you sure that the gpu is fault?
In other words, I can't avoid an RMA process and it's a hardware error here?

I have yet to hear from anyone with this exact issue who managed to fix it permanently in any way that goes beyond 'I did xyz (standard troubleshooting step) and it disappeared!" only for them to come back later saying 'Nope, the issue came back'.

I'm afraid RMA is the only "safe" bet here

Thank you very much! I have now submitted a support ticket and will post the statuses here to record how long the support takes.
If there is an exchange, I will of course report how well my exchange device works.
Otherwise the Steam Deck is absolutely great!

[Quad_Plex]

Originally posted by Angelus:

Thank you very much! I have now submitted a support ticket and will post the statuses here to record how long the support takes.
If there is an exchange, I will of course report how well my exchange device works.
Otherwise the Steam Deck is absolutely great!

Totally agreed, it's an awesome device and it hurts to have to send it back because of something like this, but when it's back and running well it'll all be worth it

Hope your RMA goes quick and you get a perfect Deck fast mate

[Turbo Man]

After a week of testing my new steam deck from RMA, I haven't had any crashing or freezing issues! I think I also got one of the good fans too which is way quieter now. Perhaps the last model I had suffered from overheating issues?

[Angelus]

Yesterday evening I created a support ticket, today I got the RMA label to send back the Steam Deck.
This afternoon I carefully packed the Stream Deck in the original packaging and sent it back. The Steam Deck is on its way to Valve, I'm from Austria by the way.

EDITED:
04.07. shipped to valve rma center in netherlands
08.07. arrived at rma center
12.07. replacement delivery started from netherlands
15.07. replacement delivered at 9:45h

10 business days so far:
2 days valve
8 days delivery

Thank you Valve for your fast support!
Now i will check and play with my „new“ Steam Deck

[H-street]

Just adding my experience here as well.. I am experiencing the same thing

Screen flashes black when i navigate through the settings menus
Screen will go black and then back to the game, but the game is frozen and only audio in the background

sometimes i can Steam + B to exit the game to restart the game

I'm opened an RMA ticket, hopefully i can get a cross shipped RMA.. hate to have to wait weeks and weeks.