No video from my new AMD AI mobo. How many days is normal for a response from Framework Support?

Community Support
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First experience with Framework Support. Not sure what to expect.

I’m having issues with an AMD AI upgrade motherboard I bought in late July. I cannot get it to output any video at all.

Framework Laptop 13 Mainboard (AMD Ryzen™ AI 300 Series) - Ryzen™ AI 9 HX 370

The grand plan was to take my old Intel I7 11th gen mobo (Intel® Core™ i7-1165G7) and put it into the CoolerMaster plastic case then install the AMD as my main laptop.

Due to work kicking my butt at the time, I didn’t have a chance to make the leap and do the upgrade right away. The AMD mobo sat in a box until late September.

When I finally had some time to try to power up the AMD, it made sense to temporarily drop it into the CoolerMaster case so I could keep working with my old I7 laptop without interruption.

When I installed the AMD mobo into the CM case, nothing happened. I got the blinking LEDs showing the AMD mobo was installed and powered, but no video output (first using a USB monitor, then an HDMI monitor via a USB to HDMI adapter when nothing displayed on the USB monitor). I can’t even see if it is doing the POST to BIOS.

I guessed the problem was a mistake I was making with not configuring the AMD mobo for the CM case. Not wanting to waste more time troubleshooting, I dropped an extra $500 and bought an empty Framework 13” chassis (case, keyboard, screen, battery, and all).

After installing the AMD mobo into the new/empty Framework 13” chassis, I’m still at Square 1. No video output from the mobo at all. As a troubleshooting step, I put my old Intel mobo into the new chassis, and it powered right up showing the display just fine.

I know I’ve lost money and that stings, but I’m more worried about the loss of time.

I opened a new support ticket on Framework’s website yesterday. Received an email saying they would reply soon. It’s been 24 hours. Nothing yet.

Two questions – first, can anyone tell me if I’m missing something obvious as to why the AMD mobo isn’t working at all and second, what’s the usual wait time for Framework Support to help a customer in a situation like mine?

For more info, here’s the SSD and memory I have installed in the AMD:

Memory: Kingston FURY Impact 32GB (2x16GB) 5600MT/s DDR5 CL40 Laptop Memory Kit of 2 | Lower Power Consumption | Intel XMP 3.0 | Plug N Play | KF556S40IBK2-32

SSD: WD_BLACK 2TB SN8100 NVMe SSD Internal Solid State Drive - Gen 5 PCIe 5.0x4, M.2 2280, Seq. Read Speeds Up to 14,900 MB/s, WDS200T1X0M

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Support is usually really good about getting back to people.

Sadly the potential issue I see is the Kingston Fury memory. That is likely the issue. There have been a number of reports of people with the AI series boards and Kingston Fury memory all of them with it either not getting to POST or strange issues even if it did work and it was all related to this brand of memory. I do not know what the root cause or it is.

The AMD AI series boards are very picky when it comes to memory timings and compatibility. It is something beyond Frameworks control.

If possible try to find a 8gb stick locally to try and see if it will POST. Remember that the initial power on with new memory has to be trained into the board and can take 1-2 minutes (this is just on AMD boards)

If it posts with the 8gb stick then the Kingston Fury is the culprit. Crucial has been solid, I have used G S.Skill on my Framework 16 (older generation chip though). Sadly in today’s world DDR5 5600 memory is not all the same.

Hope this helps. Let us know how it turns out.

P.S. Welcome to the community! Congrats on the upgraded board. It is a screamer vs. the 11th gen board.

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The issue seems to happen when CL40 memory is used. The AI-300 boards appear to need the CL46 memory.

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pkunk and Allen. Thank you both for your replies and advice! I went ahead and ordered new RAM to try instead of the Kingston. Crucial 32GB DDR5 RAM Kit (2x16GB), 5600MHz (or 5200MHz or 4800MHz) Laptop Memory 262-Pin SODIMM, Compatible with Intel Core and AMD Ryzen 7000, Black - CT2K16G56C46S5 at Amazon.com

Hopefully will be delivered tonight or tomorrow. I will let you know the results here.

Still no reply from Framework Support on my ticket.

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The good news is that it’s working now. The bad news is Framework REALLY needs to update their documentation to better communicate the specific RAM requirements for the AMD boards.

I ended up wasting almost $200 on a set of two RAM sticks that were not compatible with my new motherboard despite meeting Framework’s specifications for the RAM needed.

My non-boot, non-video issue was solved by removing the Kingston Fury DDR5 5600 RAM I initially bought and swapping it out for Crucial DDR5 5600 RAM. It booted up to BIOS immediately after I swapped the sticks.

For future reference and to hopefully help others in the future:

NOT compatible RAM: Kingston FURY Impact 32GB (2x16GB) 5600MT/s DDR5 CL40 Laptop Memory Kit of 2 | Lower Power Consumption | Intel XMP 3.0 | Plug N Play | KF556S40IBK2-32

Compatible RAM: Crucial 32GB DDR5 RAM Kit (2x16GB), 5600MHz (or 5200MHz or 4800MHz) Laptop Memory 262-Pin SODIMM, Compatible with Intel Core and AMD Ryzen 7000, Black - CT2K16G56C46S5

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Glad to hear the board fired right up with the Crucial memory.

Lots of people have purchased the Kingston FURY memory and seemingly all of of the issues are with the AMD AI boards. It might be a good idea to have a list of known incompatible memory so people know what brands/models to avoid with known issues.

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