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New Builder Crashes While Gaming


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#1 GeminiTroll

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Posted 22 June 2015 - 09:21 PM

So, I'm sure this is a familiar story, but my new build randomly freezes while gaming. It either freezes for a few seconds and then resets automatically, or just completely freezes and nothing will work but a hard reset. I've updated all the drivers and done all the random Windows updates, I've run a memory diagnostic through Windows and checked the memory in the BIOS to make sure they are running equally well. I've downloaded Gigabyte's temp/voltage/whathaveyou monitoring software, but it doesn't seem to save the data before a crash, so I can't see if it can tell me what's going wrong. I've even run a full virus scan in case it somehow got infected in it's first days of life.

 

Specs:
Gigabyte 970A-UD3P motherboard
Windows 8.1
AMD FX-8370 Eight-Core, 4.0GHz
ASUS Geforece GTX 960
EVGA Supernova 750w G2
HyperX 4GB DDR3 - 1866 x2
Crucial MX100 256GB SSD

The twist, if it matters, is that it's never crashed while in an actual Heroes of the Storm match, only in the menu/hero select part. All other games I've tried can and have crashed at any point.



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#2 usasma

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Posted 23 June 2015 - 06:44 AM

Please provide these 2 things:

 

1)  Please provide this information (even though you're not experiencing BSOD's) so we can provide a complete analysis (from the Pinned Topic at the top of the forum):  http://www.bleepingcomputer.com/forums/t/576314/blue-screen-of-death-bsod-posting-instructions-windows-10-81-8-7-vista/

 

2)  Please do the following:
- open Event Viewer (run eventvwr.msc from the "Run" dialog)
- expand the Custom Views category (left click on the > next to the words "Custom Views")
- right click on Administrative Events
- select "Save all Events in Custom View as..."
- save the file as Admin.evtx
- zip up the file (right click on it, select "Send to", select "Compressed (zipped) folder")
- upload it with your next post (if it's too big, then upload it to a free file-hosting service and post a link here).

FYI - If we're looking for Event ID 41 errors (unexplained shutdowns), there's more info on that here:  http://support.microsoft.com/kb/2028504

While waiting for a reply, please monitor your temps with this free utility:  http://www.cpuid.com/softwares/hwmonitor.html
This will also track the Max values of the temps.

 


My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#3 GeminiTroll

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Posted 25 June 2015 - 03:07 PM

When I try to do perfmon /report it says "

An error occured while attempting to generate the report.
   
The operator or administrator has refused the request."

 

This is the case even when I am running the cmd prompt as an administrator, exactly as you've described. I can however open perfmon, and there is a reports section, can I do it from inside the program?

 

And error 41 does seem to be the issue, so I'll read up on that, thanks!

Attached Files



#4 usasma

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Posted 26 June 2015 - 04:50 PM

Don't worry about perfmon for now.  It's a finicky report and I'm used to working without it.

 

Event ID 41 is Windows saying that it doesn't know why it shut down.

The patterns (or lack of) in the report will suggest if it's hardware or software.

In general, if there's no pattern, then it's most likely hardware.

If it's software, then you may get to see a pattern just before the system shuts down.

 

In the Admin log file there are hints of it involving nVidia drivers - but it doesn't occur each and every time.

As such I'm leaning towards a hardware type problem - maybe even an overheating issue.

Please be sure to run the HWMonitor program to capture the temps when it freezes

 

Your BIOS/UEFI (version FA) dates from 2014.  Please see if there is an update available at the manufacturer's website.

 

Please uninstall Gigabyte ET6 (EasyTune) - it is known to cause BSOD's on some Windows systems.

 

Are there any issues noted in Device Manager?  There's no sign of it in the MSINFO32 report - but I'm wondering about the XHCI controller as it's blamed in the BSOD.

If not, there's 2 things to try:

- right click on the XHCI device in Device Manager and uninstall it

- download and install the latest driver for the USB 3.0 controller on your motherboard.

 

Do you have another video card that you can try in the system?

If not, can you purchase one from a store that'll let you return it (and get your money back)?

This isn't essential right now, but it may become necessary as we proceed with the troubleshooting.

You can see below that all but one of the 3rd party drivers in the memory dump are from your video card

 

Analysis:
The following is for informational purposes only.

[font=lucida console]**************************Tue Jun 16 12:29:30.517 2015 (UTC - 4:00)**************************
Loading Dump File [C:\Users\John\SysnativeBSODApps\061615-5390-01.dmp]
Windows 8 Kernel Version 9600 MP (8 procs) Free x64
Built by: [B]9600[/B].17736.amd64fre.winblue_r9.150322-1500
System Uptime:[B]0 days 9:12:40.229[/B]
*** ERROR: Module load completed but symbols could not be loaded for USBXHCI.SYS
Probably caused by :[B]USBXHCI.SYS ( USBXHCI+17e91 )[/B]
BugCheck [B]D1, {10, 2, 0, fffff801e3b42e91}[/B]
BugCheck Info: [url=http://www.carrona.org/bsodindx.html#0x000000D1]DRIVER_IRQL_NOT_LESS_OR_EQUAL (d1)[/url]
Arguments:
Arg1: 0000000000000010, memory referenced
Arg2: 0000000000000002, IRQL
Arg3: 0000000000000000, value 0 = read operation, 1 = write operation
Arg4: fffff801e3b42e91, address which referenced memory
BUGCHECK_STR:  AV
DEFAULT_BUCKET_ID:  WIN8_DRIVER_FAULT
PROCESS_NAME:  System
FAILURE_BUCKET_ID: [B]AV_USBXHCI+17e91[/B]
  BIOS Version                  FA
  BIOS Release Date             10/28/2014
  Manufacturer                  Gigabyte Technology Co., Ltd.
  Product Name                  To be filled by O.E.M.
  Baseboard Product             970A-UD3P
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
[/font]

3rd Party Drivers:
The following is for information purposes only.
Any drivers in red should be updated or removed from your system. And should have been discussed in the body of my post.
[font=lucida console]**************************Tue Jun 16 12:29:30.517 2015 (UTC - 4:00)**************************
Rt630x64.sys                Fri May 10 05:59:08 2013 (518CC4EC)
NvStreamKms.sys             Tue Mar 17 02:19:52 2015 (5507C788)
nvvad64v.sys                Wed Apr  1 10:36:50 2015 (551C0282)
nvhda64v.sys                Thu Apr 16 15:03:16 2015 (55300774)
nvlddmkm.sys                Wed May 27 22:49:51 2015 (5566824F)
nvvadarm.sys                Wed May 27 23:15:50 2015 (55668866)
[/font]
http://www.carrona.org/drivers/driver.php?id=Rt630x64.sys
http://www.carrona.org/drivers/driver.php?id=NvStreamKms.sys
http://www.carrona.org/drivers/driver.php?id=nvvad64v.sys
http://www.carrona.org/drivers/driver.php?id=nvhda64v.sys
http://www.carrona.org/drivers/driver.php?id=nvlddmkm.sys
http://www.carrona.org/drivers/driver.php?id=nvvadarm.sys
 
My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.




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