Complete lock up (No BSOD) while playing games

Jfonta3 · Dec 19, 2012

Ive been playing Final Fantasy 11 for many years, and for ~2 years on my current laptop (Dell XPS15; Windows 7 Home Premium 64x)

I never get a full BSOD, (so no dumps), but it does freeze completely. By completely I mean that the display stays on, the mouse stops moving, no response to any keyboard combination, if sound is playing the note hangs but keeps going. This happens within 5ish minutes of actually doing anything in game, or ~20min of standing around doing nothing in the game.

This doesn't happen while streaming videos or regular internet browsing.

I've downloaded recent drivers for my laptop and video card, disc defrag, ran some antivirus scans, and did Dell's diagnostic tests. The diagnostic test did come up with something about a PCI Express error, but I ran it again today so I could tell you exactly what it said, but if found no error today (sigh).

Any thoughts on the issue? Tests I could run?

Thank you

AstaLaVista · Dec 20, 2012

You say you updated your drivers? Uninstall/Restart/Install fresh copy or just install over old one? Also, did you get the drivers from Manufacturer or Windows Update?

Another thing, there is no mentioned of you doing Audio Drivers Update as well... you should.

Last I heard (couple to few years ago and I do it all the time now so don't hold me to it and your miles may vary

)... the best way to update drivers is to remove the old one, restart and install fresh from Manufacturer. Windows 7 will install std drivers as soon as you are back to the desktop, this is ok, then you install the dedicated version and you do another restart that for good measure!

Jfonta3 · Dec 20, 2012

I hadn't tried doing the audio driver, but I will do that now. As for re-installing a fresh copy, that will be one of my last ditch efforts, but I have to wait for Dell to send me my CD which is currently in the mail.

Ive been getting my drivers directly from Dell's website and Nvidia's website, not through a windows update (I think this is what I was supposed to be doing).

When I uninstall the old drivers, they start re installing themselves, is this ok?

Saurabh A · Dec 21, 2012

Hi Jfonta3,

You may also try flashing BIOS to see if that works for you.

To update BIOS, please find the steps listed below:
Note: Battery should have 10% or greater charge; Adapter should be connected; No external devices should be connected; All other programs should be closed and documents saved.

- Click Support for Home Users | Dell US and enter the system 'Service Tag' to access the pertinent drivers for download
- Filter 'Search Results' by selecting the 'Operating system' from the 'drop down menu'
- Expand and download latest available BIOS firmware
- Double click the file to begin the update; and follow the on-screen instructions to complete it
- Laptop may produce 'beep sounds' and will restart

Hope this helps. Do reply if you have any further questions. I would be glad to assist.

AstaLaVista · Dec 21, 2012

Flashing your Bios is a last ditch effort IMHO, if you do something wrong you can really do some damage to your rig and then be w/o for a long time... if you are PC friendly then go ahead and try.

If you have an Nvidia card or chipset as you primary video, I would go directly to Nvidia as they usually have the latest updates. Same thing with Audio, it usually belongs to Realtek but you want to make sure of this first.

Download and save on a Temp folder if you want.

Yes, as soon as you uninstall and restart Windows 7 will install a Generic Driver (it may even do it immediately after you unistall), this is ok as stated before, let it run and once is done... then you go to your temp folder and use the downloaded file to install the new updated version.

Oh, before I forget, after you uninstall the Nvidia driver, don't forget to also uninstall the PhysX driver, it is part of the Nvidia package and sometimes, at least for me, it has given me problems when I don't uninstall it as well. Don't worry about it, it will install with the new downloaded file.

Jfonta3 · Dec 21, 2012

I decided not to flash the BIOS just because Im not the most tech savvy person, but Im not the least either.

I downloaded the latest Nvidia driver after I uninstalled the current one, but when I went to get the PhysX driver, it says "A network error occurred while attempting to read from the file: (location). So, not sure what to do about that.

A potential problem Ive come across is that when I go into dxdiag it shows that my display is running off of the Intell HD graphics 3000 instead of my Nvidia GeForce 540M. Does this seem strange to you?

By the way, thanks for the responses, I really appreciate it.

AstaLaVista · Dec 21, 2012

Yes it is... you have to get on the BIOS and DISABLE the Onboard Chip (HD 3000) and or make sure you find an option that will take the PCIe as your primary video, you may be able to leave the HD3000 for PhysX but I don't think so... others more knowledgeable will come hit me over the head for sure and tell you it can not be done. Listen to them!

Oh, you may be able to get to Safe mode and uninstall PhysX from there... make sure you uninstall the video drivers first, then PhysX then you restart, otherwise, you may get the problem if you are trying to uninstall PhysX after you have restarted.

Jfonta3 · Dec 25, 2012

AstaLaVista said:
Yes it is... you have to get on the BIOS and DISABLE the Onboard Chip (HD 3000) and or make sure you find an option that will take the PCIe as your primary video...

I was unable to find any sort of options resembling this in my BIOS :huh: Not sure where to go from here.

Saurabh A · Dec 26, 2012

Hi Jfonta3,

If I am correct, your system model is 'XPS 15 / L521' (Please share the exact system model if I am incorrect). This system supports the 'nVidia Optimus technology; and its BIOS may not give you an option to select the 'discrete GPU' as the preferred graphics.

You may want to set 'discrete GPU' as the default graphics card for all applications, you may use the 'nVidia Control Panel'.
- Right-click on the desktop and select 'nVidia Control Panel'
- Expand 3D Settings and select Manage 3D settings
- On the right-side window, click Global Settings tab
- Under Preferred graphics processor: option, choose the desired graphics option (High performance nVidia processor)

You may also assign a 'default GPU' for each application:
- Launch 'nVidia Control Panel'
- Expand '3D Settings' and select 'Manage 3D settings'
- On the right-side window, click 'Program Settings' tab
- Under 'Select a program to customize' option, select the desired application
- Under 'Select the preferred graphics processor' for this program, choose the desired graphics option

Hope this helps. Do reply if you have any further questions. I would be glad to assist.

Jfonta3 · Dec 31, 2012

My exact model is Dell XPS 15 L502X

I just did a fresh install of Windows 7 back onto my laptop, reinstalled my game, played for about 30 min and the same problem happened again

I did all the GPU settings that Saurabh A suggested and still the same issue. Im at a total loss, I was hoping a reinstall would have solved the situation

AstaLaVista · Dec 31, 2012

I don't know what the minimum requirements for the game are but I doubt that the GT540 has any balls to play any of those games, it seems to me that the graphics are more for the casual internet browser youtube streams and that is it.

Then again, you said you have been playing those games with no problems, and if after doing a clean install the problem still persists, perhaps the lappy is all but done for?

Saurabh A · Jan 1, 2013

Hi Jfonta3,

Thank you for the reply. Good that you attempted a fresh 'Windows re-install'.

Please share the following details:
- Current BIOS version installed in the unit (to verify the current BIOS version, click 'Start' > Type 'msinfo32' in 'Search Programs and Files' text box > Tap 'Enter' > Capture the current 'BIOS version' from the system details)
- Current 'Video driver' (Did you install the 'video driver' from 'nVidia website' or from 'Dell support website'? Please mention details of the 'display driver' that you've used; you may give the 'download link')
- Do you experience similar issues while playing any other game also?

'AstaLaVista' has 'pointed at' the capability of 'GTX 525/540' to handle the game; I checked the 'System Requirements' of 'Final Fantasy XI' and found that the this card does not find a place in the list of 'recommended GPUs from nVidia'. However, since you've been playing this game in the past with the same equipment without problems, the 'hardware' should suffice even now.

Do reply with the details; would be glad to assist.

Jfonta3 · Jan 1, 2013

Saurabh A said:
Hi Jfonta3,

Thank you for the reply. Good that you attempted a fresh 'Windows re-install'.

Please share the following details:
- Current BIOS version installed in the unit (to verify the current BIOS version, click 'Start' > Type 'msinfo32' in 'Search Programs and Files' text box > Tap 'Enter' > Capture the current 'BIOS version' from the system details)
- Current 'Video driver' (Did you install the 'video driver' from 'nVidia website' or from 'Dell support website'? Please mention details of the 'display driver' that you've used; you may give the 'download link')
- Do you experience similar issues while playing any other game also?

'AstaLaVista' has 'pointed at' the capability of 'GTX 525/540' to handle the game; I checked the 'System Requirements' of 'Final Fantasy XI' and found that the this card does not find a place in the list of 'recommended GPUs from nVidia'. However, since you've been playing this game in the past with the same equipment without problems, the 'hardware' should suffice even now.

Do reply with the details; would be glad to assist.

-BIOS Version/Date Dell Inc. A12, 9/7/2012
-Name NVIDIA GeForce GT 540M
Driver Version 9.18.13.1070
Name Intel(R) HD Graphics Family
Driver Version 8.15.10.2342
-Out of curiosity, I put Diablo 3 in and played it for over an hour and had no issues (much more visually demanding game.)

As for the video card not being on the list for FFXI, it's a 8~ish year old game, and Ive been playing it for almost 2 on this laptop and have not had issues thus far, so I dont think it's too demanding for the card.

Please let me know if this is the information you needed and I'll be happy to provide whatever else you need to know if it can help me fix this issue

Thank you again

AstaLaVista · Jan 1, 2013

I don't get it, you have an Nvidia Graphics card, yet, you are using an Intel HD Graphics driver????

Here's a direct link to Nvidia's latest driver for your Card... Drivers | GeForce

Geforce 310.70 drivers

Jfonta3 · Jan 1, 2013

Ive noticed that I can't switch my main laptop display to be with the nVidia, but when I plug my TV in, the option for nVidia appears, but I still can't make my laptop display appear under it's section.
(Picture attached)

Jfonta3 · Jan 2, 2013

AstaLaVista said:
I don't get it, you have an Nvidia Graphics card, yet, you are using an Intel HD Graphics driver????

Here's a direct link to Nvidia's latest driver for your Card... Drivers | GeForce

Geforce 310.70 drivers

I downloaded this driver and was able to play for ~3hours before a freeze happened again. Are we on the right track, or does this point to something else, like overheating or something?

Richardc269 · Jan 2, 2013

Jfonta3 said:
AstaLaVista said:

I don't get it, you have an Nvidia Graphics card, yet, you are using an Intel HD Graphics driver????

Here's a direct link to Nvidia's latest driver for your Card... Drivers | GeForce

Geforce 310.70 drivers

Click to expand...

I downloaded this driver and was able to play for ~3hours before a freeze happened again. Are we on the right track, or does this point to something else, like overheating or something?

Maybe. Dell laptops are notorious for having horrible heat management with their laptops. I suggest buying a cooling pad for your laptop.

Edit: That is if it's a heat problem.

AstaLaVista · Jan 3, 2013

I think that regardless of whether it is or it isn't a heat problem (I also assume that it is) I would suggest the purchase of a cooling pad... your legs and laptop will thank you for it!

Saurabh A · Jan 3, 2013

Jfonta3 said:
-BIOS Version/Date Dell Inc. A12, 9/7/2012
-Name NVIDIA GeForce GT 540M
Driver Version 9.18.13.1070
Name Intel(R) HD Graphics Family
Driver Version 8.15.10.2342
-Out of curiosity, I put Diablo 3 in and played it for over an hour and had no issues (much more visually demanding game.)

As for the video card not being on the list for FFXI, it's a 8~ish year old game, and Ive been playing it for almost 2 on this laptop and have not had issues thus far, so I dont think it's too demanding for the card.

Please let me know if this is the information you needed and I'll be happy to provide whatever else you need to know if it can help me fix this issue

Thank you again

Hi Jfonta3,

Thank you for the prompt reply.

Since you are able to play 'Diablo 3' without any problem, it is likely that 'nVIDIA's default settings' may not produce optimum results with 'Final Fantasy 11' by design. It may be an issue between 'nVidia GPU' and 'Final Fantasy 11'. I shared in my previous post that 'GTX 540' is not listed as a viable card for running 'Final Fantasy 11'. Rename the default filename of 'Final Fantasy 11' in your system to something else; if it is 'ffxi config.exe', try renaming it as 'ffxi config-optimus.exe' (or anything else); and add it from the 'nVIDIA control panel' to be run on 'discrete GPU'. This 'work-around' may help.

Also share if the laptop gets 'overheated' or produces 'abnormal noise'. The BIOS version shared by you is the latest version available (A12); however has a different 'release date'. Please check the following link and verify the details: Driver Details | Dell United States

If the issue persists, please try the following steps:
1. Check NVIDIA GPU activity monitor: Please check the activity monitor designed for NVIDIA GPU. It will give us a good idea about the way GPU behaves while you use the laptop with this game. You may want to refer to the following NVIDIA article for exact details: TAKE A LOOK: NEW OPTIMUS INTERFACE

2. Though mentioned in the NVIDIA article and shown in the video, let me reiterate; please right click the 'game shortcut' and select 'NVIDIA GPU' in 'open with' menu option to launch a game

3. Try using the NVIDIA Optimus test tool. It reflects the working status of discrete GPU; tells if it is functional on top of the onboard card. Though this test is designed to test 'Alienware computers' with 'Optimus technology', you may try using it on your laptop. Please check the following webpage link on Dell website for detailed information on the 'test tool': NVIDIA Optimus Test Tool | Dell

Hope this helps. Do reply with the findings; would be glad to assist.

Jfonta3 · Jan 4, 2013

Since you are able to play 'Diablo 3' without any problem, it is likely that 'nVIDIA's default settings' may not produce optimum results with 'Final Fantasy 11' by design. It may be an issue between 'nVidia GPU' and 'Final Fantasy 11'. I shared in my previous post that 'GTX 540' is not listed as a viable card for running 'Final Fantasy 11'. Rename the default filename of 'Final Fantasy 11' in your system to something else; if it is 'ffxi config.exe', try renaming it as 'ffxi config-optimus.exe' (or anything else); and add it from the 'nVIDIA control panel' to be run on 'discrete GPU'. This 'work-around' may help.

Also share if the laptop gets 'overheated' or produces 'abnormal noise'. The BIOS version shared by you is the latest version available (A12); however has a different 'release date'. Please check the following link and verify the details: Driver Details | Dell United States

If the issue persists, please try the following steps:
1. Check NVIDIA GPU activity monitor: Please check the activity monitor designed for NVIDIA GPU. It will give us a good idea about the way GPU behaves while you use the laptop with this game. You may want to refer to the following NVIDIA article for exact details: TAKE A LOOK: NEW OPTIMUS INTERFACE

2. Though mentioned in the NVIDIA article and shown in the video, let me reiterate; please right click the 'game shortcut' and select 'NVIDIA GPU' in 'open with' menu option to launch a game

3. Try using the NVIDIA Optimus test tool. It reflects the working status of discrete GPU; tells if it is functional on top of the onboard card. Though this test is designed to test 'Alienware computers' with 'Optimus technology', you may try using it on your laptop. Please check the following webpage link on Dell website for detailed information on the 'test tool': NVIDIA Optimus Test Tool | Dell

Hope this helps. Do reply with the findings; would be glad to assist.[/FONT]

Dell XPS L502x
1.) I changed my .exe file's name and readded it to the Nvidia control panel.
2.) Ive been running a program called 'Speedfan' to monitor my internal temps, and they are ~45C idle, but get up in the 80'sC while running the game. I put an external fan blowing and was able to play for ~45min (not a significant improvement). The laptop does not run abnormally loud (I honestly don't know if it has more than 1 fan).
3.) The nVidia monitor was "On" the whole time, and said that it was in control of FFXI while I was playing.
4.) I opened the game via your instruction in the "Open with.." menu

So far, no change in performance. I still freeze up while playing, the time playing varies, but the end result is the same. Im looking into getting a cooling pad (any suggestions) to see if that would help.

Got anything else I could try?

Complete lock up (No BSOD) while playing games

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