Unable to Boot New Desktop System Configured with AMD 2nd Generation Ryzen™ Desktop Processor, and AMD Socket AM4 Motherboard

Article Number: PA-100

This document provides information on how to resolve a specific boot issue that may be experienced with some 2nd Generation Ryzen Desktop Processors when installed on an AMD Socket AM4 motherboard.

The information in this document is organized into the following sections:

    • Issue Description
    • Workarounds
    • Update from Retailer
    • Original Manufacturer Replacement
    • Short Term Processor Loan ("Boot Kit")

Issue Description

The Socket AM4 platform is designed to be a long life, fully featured, scalable solution with support for multiple processors, with varying capabilities.  Since the release of the AMD Socket AM4 motherboards in early 2017 with the AMD Ryzen desktop processor, there have been several BIOS updates made available through our motherboard partners.  These updates not only provide improved system performance but also expand support for newer processors as they become available.

In February 2018, AMD began introduction of the new 2nd Gen Ryzen™ Desktop Processor with Radeon™ Vega Graphics. To enable support for this new processor, an updated BIOS is required. Due to the rapid pace of innovation, and strong demand for Ryzen Processors with Radeon Graphics, it may be possible that some users with an AMD Socket AM4 motherboard paired with a 2nd Generation Ryzen Desktop introduced in 2018, may experience an issue where the system does not boot up during initial setup. 

The boot up issue likely means a system is running an early BIOS that does not have support for newer processors.  This can be resolved by updating the motherboard BIOS to the latest version, which can be performed by using any processor supported with the currently installed BIOS. For a list of supported processors per BIOS version, please refer to the CPU Support List document available on the motherboard manufacturer's website.  BIOS download and installation instructions are also found on their websites.

Workarounds

The following workarounds may be feasible for affected users, depending on their individual circumstances, and should be considered before applying the boot kit solution detailed below:

Update from Retailer

  1. If the motherboard was purchased through a computer parts retailer, check with the retailer to see if they can facilitate the BIOS update at their location. There may be a charge for this, or it may be offered at no cost.

  2. If you have access to a processor supported on the current installed BIOS, use it to perform the BIOS update, then swap out the processors when the update process is complete.

For a list of supported processors per BIOS version, please refer to the CPU Support List document available on the motherboard manufacturer's website.  BIOS download and installation instructions are also found on their website.

If these workarounds are not feasible, please see the sections below for a solution.

Original Manufacturer Replacement

The Original Design Manufacturer (ODM) of the motherboard will support affected end users with an RMA exchange for a compatible motherboard, upon request.  Affected end users are recommended to contact their local representative for the motherboard manufacturer to exchange their motherboard.

Short Term Processor Loan "Boot Kit"

AMD will offer affected and qualified users (as described below) a AMD AM4 A-series processor including thermal solution for short term use ("boot kit") to perform the BIOS update on their motherboard. 

This short-term processor loan or boot kit is offered through AMD warranty services and is available only for qualified users that have made a valid purchase of a Ryzen processor with Radeon Vega graphics and are affected by this specific boot up issue.  

This service is free of charge with the following condition:

Once you have submitted your claim for a processor loan boot kit, AMD will require a picture of your Ryzen with Radeon Vega graphics processor, that clearly shows the model number and unique serial number as well as a copy of the purchase invoice to authorize the request. Additionally, a summary or copy of communication with the motherboard manufacturer is requested to indicate why support from the Original Design Manufacturer (ODM) is not suitable. 

Once the RMA request is approved, the AMD AM4 A-series processor will be sent with pre-paid return shipping. The processor is expected to be returned within 10 business days of receipt. It is not necessary to return the provided thermal solution.

To obtain the boot kit, please carefully follow these instructions:

  1. Go to the AMD online warranty claims page: https://support.amd.com/en-us/warranty/rma
  2. Fill in your full contact and product details (Ryzen with Radeon Vega graphics processor model number and serial number)
  3. In the Problem Description field enter "Boot kit Required" (without quotes)

NOTE: The product must be a valid AMD processor with authentic OPN and serial number.

Once the claim is received and approved, confirmation details and boot kit instructions will be provided in a follow up email.



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