I’ve been using my F13 laptop (AMD 7640) for about two months now, with a Crucial CT32G56C46S5 32GB RAM module and a 1TB WD_Black SSD installed. I often have an Anker 565 Hub connecte. Unfortunately, I’ve encountered frequent problems since day one and have been in continuous contact with support—over 74 emails exchanged so far.
Initial Problems
Early on, I experienced repeated AMD graphics-related bluescreens with errors like:
FAILURE_BUCKET_ID: 0x9F_3_amdkmdag_IMAGE_pci.sys
CRITICAL PROCESS DIED
Kernel errors and crashes linked to the AMD External Event Client module.
After numerous troubleshooting attempts, support decided to replace my motherboard, although it seemed they weren’t certain about the root cause and hoped this would resolve the issue. Alongside the now motherboard install I did this:
Windows reinstall: I performed a clean reinstall of Windows using rufus.
Driver updates: FW BIOS and driver were updated. AMD still provides newer chipset drivers so I installed those as well
SSD firmware update: Brought SSD firmware up to date.
The bluescreens stopped following these changes and updates. However, I’m still facing regular crashes when the laptop enters or exits sleep mode. In such cases trying to wake the pc results in the system starting slowly, showing the Framework logo, and loading into the desktop with no apps open. A clear crash had occured. The only error message I ever find is “Windows was not shut down properly.” So things are really not as they shoud be. I mean look at this reliability report:
On top of that, the magnetic sheet metal pieces have fallen out of my type cover, so they will provide a replacement soon. I doubt this will fix the persistent crashing, though. Only if ht epower button itself is the issue.
Ipads and Iphones wont connect via USB-C, but that is a known firmware error and hopefully is being worked on.
I appreciate Framework’s philosophy, but after 74 support emails with no solution, and being told that “everything works fine” despite clear issues, I feel I have no choice but to enforce my EU consumer rights and ship the entire unit back.
Has anyone else encountered similar problems or found a solution? I’m open to any advice or troubleshooting tips before I take final action. The RAM ist not on the supported list, but only the half storage version (2x16GB) of the same type. I could try that but I am hesitant spending any more money on this.
If reading this correctly, the mainboard was replaced and all the issues were resolved except sleep and waking from sleep. So the 74 e-mails is for the whole time of ownership not just the sleep issues?
Try enabling and using the Hibernate feature if Windows is the desired OS. If the crashes go away likely it is an OS thing and not hardware. Modern Standby and the other changes to “sleep” of devices has really introduced a number of issues that are pretty unwelcome.
For an added datapoint, make an Ubuntu USB and boot to a “LIVE” version. See if the sleep functions work. If so, it is an OS issue not hardware and outside of Framework’s control.
Any time people post about their “Consumer Rights” commonly prefaces difficulty trying to respectfully resolve an issue. Using it to reinforce an opinion commonly results in a negative outcome. It also tells whomever is dealing with an issue that the other person wants things their way. Expect to be treated similarly in return.
I understand your criticism but having a 74 emails long back and forth is already more than I would have with any other retailer with an initially faulty product. This is because I dont want to send things and especially this product to landfill. You are correct, the standby crashes are the only remaining problem but they are a burden nevertheless. I have had contact with framework about this many times and they claim everything like it should be. So I feel like i am no longer getting the support required to get an initially working device. I would claim having a device that has working standby is a basic requirement for many and I would be suprised if this was the case for all machines of this type. There would be much more noise abouth such an issue on froums such as this one.
I will try the Ubuntu idea later on. Thanks for the advice.
I completely understand your situation. I have a Framework Laptop 13 that was a factory second that for all intensive purposes was working just fine even went to standby “normally” most of the time.
It spontabeously started wigging out once in a while when it would go to sleep and I turned on Hibernate and set that to be the default instead of sleep. Have not had an issue since. It is frustrating to have to do this.
The added benefit is the battery does not drain itself like mad, and it only adds a few extra seconds to get back online after hibernation. One other perk I read about is that Windows compresses the information that is written to the ram to cut down on SSD writing. So it is not having a big of an impact writing a ton of information to the SSD.
