14 DAY TRIAL // AMD has confirmed it’s investigating a problem affecting the 500 Series, explaining in a post on reddit that it needs more information from customers in an attempt to figure out what’s happening.
In other words, its engineers are already looking into the whole thing, but they need hardware logs from customers where the USB problem is happening to determine the cause of the bug.
Users have been reporting various USB issues with the 500 Series, including random disconnects happening with peripherals that otherwise work properly, with some saying they were no longer able to use their devices until the system was completely restarted.
AMD says its teams would reach out to users directly, so if you want to help the company fix the issue, you need to join the /r/amd subreddit.
“AMD is aware of reports that a small number of users are experiencing intermittent USB connectivity issues reported on 500 Series chipsets. We have been analyzing the root cause and at this time, we would like to request the community’s assistance with a small selection of additional hardware configurations. Over the next few days, some r/Amd users may be contacted directly by an AMD representative (u/AMDOfficial) via Reddit’s PM system with a request for more information,” AMD says.
Users told to reach out to customer service.
The company will request only information regarding the hardware, and it explains that those impacted by the problem can always reach to the support services where they should be offered assistance.
“This request may include detailed hardware configurations, steps to reproduce the issue, specific logs, and other system information pertinent to verifying our development efforts. We will provide an update when we have more details to share. Customers facing issues are always encouraged to raise an Online Service Request with AMD customer support; this enables us to find correlations and compare notes across support claims,” it says.