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Windows 7: New PC, Random Black Screen Freeze under load, no dump file generated

24 Oct 2014   #1
drakoturt

Windows 7 Professional 64 bit
 
 
New PC, Random Black Screen Freeze under load, no dump file generated

Hi Everyone

I have bought a new custom built desktop PC about 3 weeks ago and ever since purchase I have been freezes about once/twice per day, tried looking into it quite a bit but can't find the solution anywhere:

When the crash happens the screen just suddenly blacks out, no prior warning signs at all, sounds continue to play for about 3-5 seconds then gets stuck on a loop, and a hard reboot is required each time.

No dump file generated at all. It does get recorded in the event viewer as this:
- System

- Provider

[ Name] Microsoft-Windows-Kernel-Power
[ Guid] {331C3B3A-2005-44C2-AC5E-77220C37D6B4}

EventID 41
Version 2

Level 1

Task 63

Opcode 0

Keywords 0x8000000000000002

- TimeCreated

[ SystemTime] 2014-10-24T15:33:45.309603100Z

EventRecordID 11311

Correlation

- Execution

[ ProcessID] 4
[ ThreadID] 8

Channel System

Computer Andy-PC

- Security

[ UserID] S-1-5-18


- EventData

BugcheckCode 0
BugcheckParameter1 0x0
BugcheckParameter2 0x0
BugcheckParameter3 0x0
BugcheckParameter4 0x0
SleepInProgress false
PowerButtonTimestamp 130586383906194102


Seems to only happen under load (gaming - 90% of the time with Europa Universalis 4 for some reason, very rarely with other games but still occurs), never happens with office, browsing, youtube, email etc even during extended sessions

I have so far done:
- 1 full system reformat, re-install and update, didn't help
- Multiple runs of passmark burn-in tests (15 mins each), 1 episode of freezing during a dun but the rest passed fine, CPU and GPU temps were good (~40-50 Deg for CPU and ~60 Deg for GPU)
- Multiple runs of RAM tests - all passed no errors
- Furmark GPU stress test - max temp 75 degrees no crashes or artifacts
- Multiple antivirus scans - nothing found

OS:
Windows 7 professional 64 bit, Service Pack 1 all updates installed

System Specs:
PSU: Antec NEO 520C ECO 80+
Motherboard: ASRock H97M-PRO4/H97/4
CPU: Intel BX80646I54460 I5-4460,3.1GHZ
RAM: G Skill 8G(2x4G) DDR3
VGA: Gigabyte GV-R927OC
SSD: Kingston SSDnow SV300S37A/120G
HDD: Toshiba 1TB 7200RPM HDD

The SSD only contains windows 7 and office, all other software are on HDD
All components are assembled (and apparently burn-in tested) by vendor, no over clocking at all.

I am thinking this is probably a hardware issue rather than a software one but can't pin down which component is at fault here, would really appreciate any advice!

PS. I have uploaded the .zip file but don't think it contains too much..


My System SpecsSystem Spec
.
25 Oct 2014   #2
essenbe

Windows 7 Enterprise X64/Windows 10 Enterprise X64/Windows 10 Pro X64/Linux Mint
 
 

The file you uploaded didn't contain anything. Please run Blue Screen of Death (BSOD) Posting Instructions again and select option 2 in the instructions. Click the big orange 'Grab All' button and give it time to finish. Then upload the entire file and we will take a look.

Also, please include manufacturer and model of the PSU in your system specs at the bottom left of your last post. Just click that and there will be a link there to update system specs. Be sure to click save at the bottom of the page. If you haven't already, please list the PSU, CPU cooler and anything else that may help. Sometimes we have to look up a component, so the details to do that helps us to help you.

Also, after that please open a elevated command prompt ( click start, type cmd in the search box, right click on the cmd entry and select run as administrator) in the black box that opens, copy/paste sfc /scannow. If you decide to type it, notice the space between the sfc and the /. It is a system file checker which will scan your system files and attempt to correct any missing or corrupt files. What we want are the results to say windows found no integrity violations. If it says files were found but could not be repaired, close the box, reboot and run it again, after opening the administrative command prompt. You may have to reboot and run it three times for it to repair all system files. If it can't repair them after 3 reboots, let us know.

You actually did very well in filling in the system specs. Just a couple more things need to be added. Also, welcome to Seven Forums. When you say a new custom built computer, who built it and I assume it is still under warranty. Just add any details you can about the problem. If it happens when running a certain app, or when doing a certain thing that would be useful info to help us nail down the problem. Can I also assume the OS as already installed when you received the computer?
My System SpecsSystem Spec
25 Oct 2014   #3
drakoturt

Windows 7 Professional 64 bit
 
 

Thanks for the reply! Have added my PSU to my profile.

I installed the windows 7 OS myself after I got the system, it was a retail version and not OEM. When the crashes started (pretty much straight away after I installed everything) I re-formatted and reinstalled but the problem persist. I have also just ran the system file scan and there were no integrity violations found.

Here's a bit more information on the crashes:

Every crash seems to be the same: screen blacks out and enters "sleep mode" abruptly, sound plays for a few more seconds then starts looping, keyboard lights (num lock, caps lock, etc) are unresponsive and a manual reset is the only thing that restarts the system. After reset there is an entry on event viewer but no dump file.

The crash seems to only happen when there is load on the system, mainly during gaming although interestingly vast majority of problem happen when I run Europa Universalis 4. It only seems to crash after a bit of gaming, never straight away.

I have tried running other more graphics intensive games on max settings (Rome 2, Tomb Raider, Skyrim, Dota 2) and it only crashes very rarely. The only time it crashed outside of gaming is when I ran the PassMark BurnInTest and that only happened once. I have left the system idle or ran YouTube videos for many hours and there were never any issues

I also thought it might be issues with temperature but the readings on PassMark BurnInTest and Furmark seems acceptable and very stable (only ran tests for 15-20 mins tho). Have looked inside the case and no issues with dust, all fans are working.. I have tested the RAM a few times as well as the GPU and found no problems. Not sure what to do/test next.

My system is still under warranty by the seller but if I just send it back to them and it ends up not being a hardware issue I will need to pay extra processing and freight costs. Since the crashes are not easily reproduced its probably best that I identify which component is faulty first and then send the system back for service.

Have attached another zip file. Would really appreciate any help!!
My System SpecsSystem Spec
.

25 Oct 2014   #4
essenbe

Windows 7 Enterprise X64/Windows 10 Enterprise X64/Windows 10 Pro X64/Linux Mint
 
 

OK, lets get started. Please download, if you don't already have it, cpuz (CPU-Z CPUID - System & hardware benchmark, monitoring, reporting) And I would like you to post screenshots here of the CPU Tab, Mainboard Tab, Memory Tab and SPD tab (I only need the Dimm Slots that are populated with ram).

Download and install, GPUz (GPU-Z Video card GPU Information Utility) Watch out for any junk they try to install with it. just uncheck it and it will not install) Post screenshots of the main tab and the sensor tab.

If you are overclocking, please set everything to defaults. Go into BIOS and tell me the CPU and Motherboard temps from BIOS. Also tell me the values of the +12V, +3.3V and +5V. after writing those down, look at your sata controller and see what it is set to. Look at how your ram is set, frequency, timings and Voltage. Go to your boot section and note how the boot devices are selected. Set BIOS to optimized defaults (usually F5), go set the Sata controller to what it is right now, set the ram to the manufacturer's specs. It can be found on the package usually, or on a sticker on the ram sticks. Set it to those specs, timings, frequency and Voltage. Set the boot devices and save and exit.

After doing that, make and send the screenshots I asked for earlier. Then Rub Furmark for a while. Run it and watch the temps closely. If the get to hot, stop the test. The temps will rise rapidly. But run it until the temps level out and stay at the same temps. Watch for Artifacts while doing it.

Check your SSD and make sure your firmware is up to date. Do you have a toolbox with that SSD? On your mechanical hard drive run checkdisk Tutorial search - Windows 7 Help Forums Also, run Seatools if you have a mechanical hard drive SeaTools for DOS | Seagate Run the DOS version the short and the long tests.

If you have a GPU utility, set a custom fan profile pretty aggressive so your card stays cool. You should have one where you can also set an on screen display. Set the on screen display to show the temp and fan speed, that way it will be on screen when you are gaming. If you don't have a program that will do that, you can use MSI Afterburner MSI Afterburner Afterburner is an overclocking utility. DO NOT overclock with it. Use it to set a custom fan profile and an on screen display. If you need a utility for CPU temps, I use Core Temp Core Temp I would like you to use either that or Real Temp Real Temp - CPU temperature monitoring
Both programs can be set to show the temps in the system tray. I want you to know your temps at all times until we get you straightened out. Download and run Ungine Heaven. Set the fan profile to the preset Extreme mode and press run. Set it up like the picture below. As soon as it gets loaded and starts running, press the benchmark button in the top left. Let it run until you get a score , but watch your temps at all times and stop the test if they get too high.

Attachment 338186

When that is done open a elevated command prompt ( click start, type cmd in the search box, right click on the cmd entry and select run as administrator) in the black box that opens, copy/paste sfc /scannow. If you decide to type it, notice the space between the sfc and the /. It is a system file checker which will scan your system files and attempt to correct any missing or corrupt files. What we want are the results to say windows found no integrity violations. If it says files were found but could not be repaired, close the box, reboot and run it again, after opening the administrative command prompt. You may have to reboot and run it three times for it to repair all system files. If it can't repair them after 3 reboots, let us know.

Please advise me all of the information I have asked and post the screenshots I asked for. If you do not understand any instructions, don't hesitate to ask. If you have any questions about anything I am asking you to do, please ask, I don't mind at all. I would like the results of all the tests I have asked you to run. There is no hurry to do this, just when you have time.

Also, just so you know, if you post a new post I will be notified, if you go back and edit a post, I will not be notified. So, please make a new post any time you add information or ask a question.

This will tell you how to post screenshots here on Seven Forums where I would like everything posted
Screenshots and Files - Upload and Post in Seven Forums
My System SpecsSystem Spec
25 Oct 2014   #5
essenbe

Windows 7 Enterprise X64/Windows 10 Enterprise X64/Windows 10 Pro X64/Linux Mint
 
 

Before you start this, please make sure your system is configured to create Small memory Dumps.
Dump Files - Configure Windows to Create on BSOD also make sure you have a folder in C:/Windows named Minidump. If not, create one.
My System SpecsSystem Spec
25 Oct 2014   #6
drakoturt

Windows 7 Professional 64 bit
 
 

Thanks again for the reply!

Going to put up some screenshots for CPUZ, GPUZ and Coretemp now.
I have run the Kingston SandForce SSD toolbox and it shows no problems.

Have ran the verification tool and it says "Windows Resource Protection did not find any integrity violations."

I will check bios and do the benchmarks/temps, will post them later.
My System SpecsSystem Spec
25 Oct 2014   #7
essenbe

Windows 7 Enterprise X64/Windows 10 Enterprise X64/Windows 10 Pro X64/Linux Mint
 
 

Can you enable XMP in your BIOS? If you can it should set your ram a little faster, but also, I think a little more stable, It's set a 11-11-11-25 1T now, XMP should set it at 9-9-9-24 2T, The 9-9-9-24 are better timings and the 2T is more stable than 1T. Just make sure your Dram Voltage is set to 1.50V. also, you must have the stock Intel CPU Cooler. Your temps are a little high for that CPU. Nothing major, but slightly elevated.

Also, open GPUz and on the first page about the middle on the right side look at Bus Interface. It says 3.0 X16 @ X 16 1.1 Click the question mark next to it and a fly out window should open and see if the 1.1 changes to 3.0
My System SpecsSystem Spec
26 Oct 2014   #8
drakoturt

Windows 7 Professional 64 bit
 
 

Thanks for the help, just checked the bios and ran some benchmarks with furmark. I ran both the GPU and CPU burn in at the same time. No overclocking on anything.

Both got fairly hot 80 degrees but then the temperature just stabilised there.. No artifacts at all as far as I can see.
My System SpecsSystem Spec
26 Oct 2014   #9
drakoturt

Windows 7 Professional 64 bit
 
 

Took some photos on my bios today, linking them now (too big to upload)









Going to do some unigine and put it up tomorow.
My System SpecsSystem Spec
26 Oct 2014   #10
essenbe

Windows 7 Enterprise X64/Windows 10 Enterprise X64/Windows 10 Pro X64/Linux Mint
 
 

On the last screen, where it says Hard Disk S.M.A.R.T. you have it disabled, you should Enable it. That is a function built into most sata hard drives where it monitors itself. BIOS is supposed to warn you if there is a problem with your hard drive or SSD if they support it. SMART stands for Self Monitoring and Reporting Technology. There a lot of programs that can then read the smart info too and will tell you if there is a problem, Like Crystal Disk info Download Center - Crystal Dew World

Other than that, everything looks OK as far as I can tell.
My System SpecsSystem Spec
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 New PC, Random Black Screen Freeze under load, no dump file generated




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