SAR_2025_eSupport_final

1.

Semi-Annual Report 2025
Technical Marketing
Department
FAE
September 20 2025 Moscow Russia

2.

S/I & B2B

3.

S/I Support Summary
SLP and customize BIOSes, DMI strings, default settings

4.

S/I Support Summary
SLP / BIOS customization
49
70
Technical questions and issues: server
barebones and motherboards – big
increase of requests (15 in H1 2024)
15
62
Actual Task : Logo and custom Default Settings, DMI
strings, Power Limits, server’s configurations

5.

Customize BIOS, what's new?
Custom Power Limits for Intel Socket 1700
models
Typical four DMI strings in System Info:
1. Manufacturer 2. Product name 3. Serial
Number 4. UUID

6.

Other tasks
1. Trainings with partners (Netlab, Sitylink, Merlion)
2. Help to Alexey with eSupport system (~1500 closed tickets)
3. Input/output testing of samples for media, building of demo PC
4. Check videos and proofread of articles

7. RU eSupport

Technical/Software/BIOS Issues
Mails Replies
Solving problems with HQ FAE
Customized BIOS
eSupport maintenance
Main activities: full support
of Gigabyte users and
customers.
Supported countries:
Russia, CIS, Israel, the Baltics,
Georgia.
Total: 13 countries.

8. eSupport statistics and dynamics

New mails/users
All mails (new+replied)
6813
4853
16%
4113
4401
2024
2294
2441
2024H1
2025H1 *NB
support till
March

9. eSupport statistics by products

2024
0
1000
2000
2024H1
2025H1
3000
4000
5000
6000
7000
4467
3149
3289
Mobo
1636
1225
Laptop
323
369
262
255
Monitor
Server/BRIX
Gaming PC/Components
242
187
222
43
30
24
6813
4853
Total
4113
8000

10. eSupport statistics by platform

2024
2025H1
AM5
AM4 new
AM4 old
In 2025H1 AMD's requests exceed Intel's by 34%.
sTR 50
sTRX 40
Old platforms
LGA 1851
LGA 1700
LGA 1200
Old platforms…
0
200
400
600
800
1000
1200
1400

11. Typical issues | motherboards, servers

TYPICAL ISSUES | MOTHERBOARDS, SERVERS
Motherboards:
1. TPM 2.0 firmware update for AM4 models. We had applied the latest AMD AGESA ComboV2
1.2.0.F with the updated TPM FW. In some cases, BIOS update doesn't change the TPM
firmware and in this case, we request FAE for the updated BIOS. Old Ryzen CPUs - Summit
and Pinnacle Ridge don't support AMD TPM firmware update (AMD requirements).
2. WIFI 7 issues. WIFI 7 doesn’t work. Updating drivers does not help. In this case it can be
related to the faulty WIFI 7 module and required the RMA. Also, WIFI 7 doesn’t supported in
Windows 10 (also a common question).
3. Common issues with the motherboard’s backlight. For new models we provide the firmware
for ITE RGB controller, but in most cases, users facing an issue with firmware flashing (it can
be flashed from Windows and UEFI shell). Needs the detailed manual for flashing ITE FW for
Windows and for UEFI shell. Also, if user flashed ITE FW incorrect it’s necessary to have any
recovery utility for rolling back the previous version of the firmware (for avoiding RMA).
Servers:
1. Different issues with BMC firmware, server HW: PSU, additional RAID cards, ethernet cards,
cooling systems etc. Solving case by case with GIGA computing FAE team. Almost each ticket
(~300) at eSupport we send to GIGA computing FAE for checking/helping.

12.

Thank you!