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Windows 10 hangs during gameplay


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#1 SilentDave47

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Posted 02 July 2017 - 02:21 PM

My computer's monitor stops receiving input, and my keyboard and mouse stop supplying input at the same time, when I play certain games for a time, usually 10-30 minutes. The only solution I have found is to reboot the computer. (The sound still works when this happens, which is how I know the computer itself is still running whatever game I had open. The speakers are connected through a standard audio cord, the monitor is connected through HDMI, and the keyboard and mouse through USB.)

The following is from MSInfo32. I don't know the power supply info offhand, but can look for it if need be. Please let me know if you need any other info (although you may have to guide me in how to obtain it).

Thanks in advance.

OS Name Microsoft Windows 10 Pro
Version 10.0.15063 Build 15063
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name DESKTOP-A7NG414
System Manufacturer PowerSpec
System Model Gseries
System Type x64-based PC
System SKU GSeries
Processor Intel® Core™ i7-6700K CPU @ 4.00GHz, 4008 Mhz, 4 Core(s), 8 Logical Processor(s)
BIOS Version/Date American Megatrends Inc. A.60, 12/17/2015
SMBIOS Version 3.0
Embedded Controller Version 255.255
BIOS Mode UEFI
BaseBoard Manufacturer MSI
BaseBoard Model Not Available
BaseBoard Name Base Board
Platform Role Desktop
Secure Boot State Off
PCR7 Configuration Binding Not Possible
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume1
Locale United States
Hardware Abstraction Layer Version = "10.0.15063.0"
Installed Physical Memory (RAM) 16.0 GB
Total Physical Memory 16.0 GB
Available Physical Memory 12.4 GB
Total Virtual Memory 18.3 GB
Available Virtual Memory 14.5 GB
Page File Space 2.38 GB
Page File C:\pagefile.sys
Device Encryption Support Reasons for failed automatic device encryption: TPM is not usable, PCR7 binding is not supported, Hardware Security Test Interface failed and device is not InstantGo, Un-allowed DMA capable bus/device(s) detected, Disabled by policy, TPM is not usable
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualization Enabled in Firmware Yes
Hyper-V - Data Execution Protection Yes



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#2 usasma

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Posted 03 July 2017 - 06:51 AM

Your UEFI/BIOS (version A.60) dates from 2015.  Please check at the manufacturer's website to see if there are any UEFI/BIOS updates available for your system.  If you are able to install the update through Windows (without booting from an external drive), then go ahead and update it.  WARNING - if the computer might shut down during this procedure, please don't do it, as this may physically damage the computer and prevent it from booting.
FYI - W8 and W10 communicate more with the UEFI/BIOS than previous versions of Windows, so it's important to ensure that the UEFI/BIOS is kept up to date (and that outdated UEFI/BIOS' may be the cause of some compatibility issues).

Although I can't tell how many Windows Update hotfixes you have for this version of your OS, please double check for any new Windows Updates.  It only takes one update to cause a problem, so it's essential that you have all of them.  The actual number is not important.  Rather it's important that you checked manually, installed any available updates, and didn't experience any errors when checking or updating.

Please start with these free hardware diagnostics:  http://www.carrona.org/hwdiag.html

Please finish ALL of the tests and let us know the results.

 

Then, please wait until the next time this problem happens.
Then immediately recover and generate these 2 sets of reports:

Report Set #1)  Please run this report collecting tool (even though you may not be experiencing BSOD's) so that 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/
FYI - I don't often use the Perfmon report, so if it doesn't work please just let me know.

If you have problems with it running it, there's an alternate tool here (direct download link):  https://github.com/blueelvis/BSOD-Inspector/releases/download/1.0.5/BSODInspector-1.0.5.exe

NOTE:
Please zip up the (.ZIP) files - do not use .RAR or other compression utilities. 
.ZIP is the type file that can be uploaded to the forums.

Report Set #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 the "Administrative Events" heading
- 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: 

SpeedFan v. 4.5.1 and later (free from here:  http://www.almico.com/sfdownload.php ) can log temperatures in a CSV file:
You may not need to log temps - if uncertain, please ask.

To make it work (log the temps to a file) you have to do BOTH of the below:

1. Enable logging in general: Configure...Log...check "Enabled" then click on OK to save.

2. Enable logging for specific checks: Configure...Temperatures..left click on each sensor, then click on "Logged" at the bottom of the Window (for our purposes we want them all) then once you've selected "Logged" for all sensors, then click on OK to save.

The log will be located at C:\Program Files (x86)\SpeedFan

Naming: log files are named SFLogYYYYMMDD.csv, where YYYY is the year (four digits), MM is the month (2 digits, zero padded) and DD is the day (2 digits, zero padded). If a file already exists by that name, the file that already exists is renamed according to the following naming scheme: SFLogYYYYMMDD-CCCC.csv, where CCCC is a increasing number. The new file is then created with the standard file name scheme.

Notes: whenever you change the options related with logging, SpeedFan starts a new log file.

NOTE:You may want to turn logging off when we're done - as I don't know it's impact on performance or on the system.



 
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 SilentDave47

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Posted 03 July 2017 - 04:45 PM

Here the 2 sets of reports, fresh from the system reboot. As for the other diagnostics, I'm waiting for She Who Must Be Obeyed to get home to walk me through making a bootable volume, except that I ran Furmark, which went fine, and used Windows' own hard drive diagnostic, which was also fine.

 

I was unable to find any way of safely updating the BIOS.

 

Thanks very much for taking the time to help me.

Attached Files



#4 usasma

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Posted 04 July 2017 - 04:33 PM

Admin logfile shows problems with CyberGhost6 service and your nVidia display drivers.

Please:

- uninstall CyberGhost6

- uninstall nVidia drivers, then use this free program to remove any remnants:  http://www.guru3d.com/files-details/display-driver-uninstaller-download.html

Then download and install the latest compatible version of the nVidia drivers for your system from the nVidia website.

 

Your UEFI/BIOS (version A.60) dates from 2015.  Please check at the manufacturer's website to see if there are any UEFI/BIOS updates available for your system.  If you are able to install the update through Windows (without booting from an external drive), then go ahead and update it.  WARNING - if the computer might shut down during this procedure, please don't do it, as this may physically damage the computer and prevent it from booting.
FYI - W8 and W10 communicate more with the UEFI/BIOS than previous versions of Windows, so it's important to ensure that the UEFI/BIOS is kept up to date (and that outdated UEFI/BIOS' may be the cause of some compatibility issues).

Although you appear to have a reasonable number of Windows Update hotfixes for this version of your OS, please double check for any new Windows Updates.  It only takes one update to cause a problem, so it's essential that you have all of them.  The actual number is not important.  Rather it's important that you checked manually, installed any available updates, and didn't experience any errors when checking or updating.

In the event that this doesn't fix it, then finish off the hardware diagnostics ( http://www.carrona.org/hwdiag.html )

Make sure that you do the video tests first, but finish ALL of the tests and let us know the results.


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.

#5 SilentDave47

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Posted 05 July 2017 - 01:00 PM

Unfortunately I had the system hang again after removing cyberghost6 and completely reinstalling the video drivers (although I did feel remarkably clean afterwards!). I'll run the bootables as soon as I can get my hands on some blank CDs; can you or anyone suggest anything else I might try in the meantime? Could the power supply possibly be an issue?



#6 usasma

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Posted 05 July 2017 - 02:29 PM

I would run the other diagnostics that don't require booting.

These include:

- hard drive test (the Seagate Seatools one that runs inside of Windows)

- Furmark (what were the temps that you saw when running it?)

- Prime95

- other video tests

- CPU tests

 

PSU is possibly an issue - the other video tests include a program that has a PSU test built into it.
But most PSU issues don't get seen unless the system is under load (and we don't have any tools for that)

As such, the most effective test for a bad PSU is trying another PSU.


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.

#7 SilentDave47

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Posted 05 July 2017 - 03:03 PM

I will do so at once, but I think I may have narrowed the problem to the hard drive. I ran a hardware monitor that transmitted realtime information to my android, and played for a while until it hung again. The temps, which I had been obsessing over, were perfectly fine -- the only anomaly I noticed was a huge spike in the hard drive i/o graph -- the hdd0 read, I believe it was.



#8 usasma

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Posted 06 July 2017 - 05:59 AM

Run the Seagate Seatools for Windows test - that'll tell you if it thinks it's the hard drive or not.


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.

#9 SilentDave47

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Posted 06 July 2017 - 01:06 PM

Seagate hard drive scan checks out fine. This is really frustrating.



#10 SilentDave47

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Posted 06 July 2017 - 02:54 PM

Good news: I found a way to update my bios, and performed the update safely. My bios is now current!

 

Bad news: It didn't help. My computer still hangs during gameplay. :-(



#11 technonymous

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Posted 06 July 2017 - 03:26 PM

It might just be the game that you're playing. Some older games need to run in compatibility mode. Right-Click the executable or link and going to compatibility tab and selecting a older OS Win8, Win7, Winxp etc.. Some games may not launch at all without Microsoft XMA Framework installed. https://www.microsoft.com/en-us/download/details.aspx?id=20914

 

 

Edit: Oh I also forgot to mention that you may need to install 'Direct Play' windows feature for legacy games. Control Panel\Programs\Programs and Features and Click on left pane 'Turn Windows Features on/off'. Scroll down to Legacy Components and enable it.


Edited by technonymous, 06 July 2017 - 03:33 PM.


#12 SilentDave47

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Posted 06 July 2017 - 04:37 PM

It might just be the game that you're playing. Some older games need to run in compatibility mode. Right-Click the executable or link and going to compatibility tab and selecting a older OS Win8, Win7, Winxp etc.. Some games may not launch at all without Microsoft XMA Framework installed. https://www.microsoft.com/en-us/download/details.aspx?id=20914

 

 

Edit: Oh I also forgot to mention that you may need to install 'Direct Play' windows feature for legacy games. Control Panel\Programs\Programs and Features and Click on left pane 'Turn Windows Features on/off'. Scroll down to Legacy Components and enable it.

Unfortunately, this is happening in multiple games, most of which are quite recent. I'll give your suggestions a shot, though, just in case.



#13 SilentDave47

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Posted 08 July 2017 - 03:03 PM

So I've done all the tests at the Caronna website that I'm capable of doing, and everything checks out. RAM is okay, SSD is okay, GPU stress is okay (Furmark test temps were in the 70s and low 80s at most), BIOS is up to date, Windows is up to date, drivers are up to date. If not for this problem, I'd say I have an awesomely well-functioning computer.

 

Is there anything else I can try?



#14 technonymous

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Posted 08 July 2017 - 06:33 PM

Please follow these instructions BC to download and install, publish a snapshot of your hardware. Here

 

Need a more detail on your system hardware. Kernel 41 is a generic power failure error. Meaning something caused the system to be so unstable it shutdown.. Due to graphics, junk motherboard, poorly configured memory, overclocking, bad PSU etc. Typically you have to throw money at this issue for it to go away. I would seriously start with a better motherboard and PSU.


Edited by technonymous, 08 July 2017 - 06:34 PM.


#15 SilentDave47

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Posted 08 July 2017 - 06:45 PM

Please follow these instructions BC to download and install, publish a snapshot of your hardware. Here

 

Need a more detail on your system hardware. Kernel 41 is a generic power failure error. Meaning something caused the system to be so unstable it shutdown.. Due to graphics, junk motherboard, poorly configured memory, overclocking, bad PSU etc. Typically you have to throw money at this issue for it to go away. I would seriously start with a better motherboard and PSU.

 

I was afraid of that, but at least now I know, and can take care of it when I have money. Here's the snapshot: http://speccy.piriform.com/results/OQZWL2ijZm1Jvazw0aepUUS






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