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Freezing/Restart problem

Discussion in 'Tech Support' started by Newcomb, Jun 29, 2019.

  1. Newcomb

    Newcomb Headmaster

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    Really at a loss trying to troubleshoot this. Googling says it could be a video card driver issue, but I've updated to the latest version a couple times.

    Essentially, my computer just... freezes. At least a couple times a day. Full on screen freeze - no keyboard/mouse input possible. Sometimes it'll restart right away, sometimes I'll have to hold down the power button and turn it off.

    Whatever's going on, it's maddeningly inconsistent. Sometimes it'll happen once a day, sometimes like six times. It's happened when I'm using Chrome, and it's happened when I'm just literally at the desktop with nothing open. I've yet to be able to pin down a "it happens only when I'm doing X". Which, yeah, points to a systemic issue.

    Problem's been going on for months now; it's one of those things that I've just learned to live with, as the SSD means a random restart really only stops me for 30 seconds. But it seems - and this is pretty holistic, haven't been keeping track - to be happening more frequently.

    This is a desktop that I built about a year and a half ago.

    If anyone had a direction they could point me to explore / research, that would be lovely. I'm almost at a "just nuke it from orbit and re-install the OS" mindset, but that's such a hassle.
     
  2. Celestin

    Celestin Master of Death

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    Did you check Event Viewer log to find if there is anything unusual in it?
     
  3. Anarchy

    Anarchy Totally Sirius DLP Supporter

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    could be adobe flash. I was having a similar problem with my work computer
     
  4. Newcomb

    Newcomb Headmaster

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    A bunch of "Event ID: 41 / Task Category: (63) / Kernel-Power, The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly."

    Looks like it's logging the freezes/restarts at least. What else am I looking for here?
     
  5. Celestin

    Celestin Master of Death

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    Any error involving drivers. Could be that whatever causing your problems doesn't always reboots the system and there is a repeated error that appears from time to time.

    Other thing I would check is a hardware. Once I had a problem with computer restarting after 1 minute of being used. It turned out that there was an issue with one of the motherboard's slots and simply using another resolved it. It's probably not your problem, but simply rechecking everything to be sure is usually a good choice when solving unusual problems.
     
  6. Microwave

    Microwave Seventh Year

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    I used to have a problem like this on my computer, and it was because the graphics card wasn't mounted properly. Maybe try removing it and plugging it back in?
     
  7. Kai Shek

    Kai Shek Supreme Mugwump

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    Pretty generic. Could be many things. Last time this happened to me it was a faulty RAM stick. That's easy enough to test(Test one at a time and if it happens with both of them, then that is not the issue.

    You can try doing a memtest, but that didn't work for me.
     
  8. nikprosta

    nikprosta Muggle

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    I am no expert


    USUALLY I'd just backup up what I need and reinstall my OS, but sometimes the issue isn't with the OS, but the hardware.

    moving on

    I actually had a problem like this once, 1-2 years ago, at the time I thought it had something to do with my Graphics card/drivers too (because I got an error message from nvidia). So, I ended up getting help from Nvidia Support.
    bla bla bla - it turned out my BIOS wasn't up to date: long story short updating my BIOS fixed it

    But that probably won't work for you, what they told me to try first and it might fix your issue if it is with the Graphics Card.
    They told me to try a "Clean install" instead of what I had tried: which was updating the graphics drivers, and reinstallations the graphics drivers.

    Here is a guide I got from "NVIDIA Customer Care" around a year or so ago on how to do a clean install, it might work for you.

    Guide from nvidia support:

    "Here's the direct link for the Display driver uninstaller:

    http://www.guru3d.com/files-get/display-driver-uninstaller-download,20.html

    After the download is completed, it would prompt you to extract the file. Once the display driver uninstaller is extracted under download folder you would see Display driver uninstaller .exe file. Double click on it to proceed with the installation. After the Display driver uninstaller is installed, it would prompt for system restore point creation and booting the computer in safemode.

    - Once done, Select NVIDIA on top and Put a check mark on all the NVIDIA components near the NVIDIA logo.
    - Now click on Clean and Restart (Highly Recommended)
    - Once the computer restarts and goes to the Windows, please follow the steps below

    Delete the NVIDIA folders from your computer completely (from the Recycle Bin as well)

    Check these locations:

    C:\Program Files\NVIDIA Corporation
    C:\Program Files (x86)\NVIDIA Corporation
    C:\NVIDIA


    Download the driver version 368.81

    http://www.nvidia.com/download/driverResults.aspx/105037/en-us

    - Once the installer wizard begins, accept the license agreement.
    - Select "Custom (Advanced)" install option and then click Next.
    - Put a checkmark in the "Perform clean install" option and then click Next.
    - Follow the on-screen instructions to complete the installation"





    If you want to try what worked for me - updating your BIOS, I would start with checking my bios version and checking to see if it is up-to-date. I made a guide:

    Checking BIOS Version

    1. Press "Win" + "R" and type "msinfo32" and enter.
    2. Find "SMBIOS Version" mine is "2.8" - I have another motherboard, obv. upload_2019-6-30_1-50-22.png
    3. As I said mine is "2.8" - for some reason or another it only displays the two first numbers of the version!
    Mine is actually "2801" - whatever, if you want to get the full name: open Command Prompt: "Win" + "R" again and type "cmd" and press enter, now type "wmic bios get msbiosbiosversion" and press enter.
    upload_2019-6-30_1-51-20.png

    for my motherboard there exists a newer version "3503".

    4. Check if there exists a newer version of your BIOS here (I googled your motherboard and here is what I found): https://www.msi.com/Motherboard/support/Z270-GAMING-PLUS#down-bios

    5. Update BIOS.


    more

    I would also recommend if you haven't done so already try to change your Power settings to "High Performance"
    Open "Control Panel" -> "Hardware and Sound" -> "Power Options" ->) tick on "High performance". upload_2019-6-30_1-9-5.png


    Make sure all your ram is correctly installed:
    when nothing is running how much is your memory percentage at: press ctrl + shift + esc or right click the "taskbar" and choose "task manager"
    upload_2019-6-30_2-25-23.png

    Also in "msinfo32" check if it says that you have 16.0 gb RAM.
    upload_2019-6-30_2-25-57.png
     

    Attached Files:

  9. Newcomb

    Newcomb Headmaster

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    Not seeing anything related to drivers (at least anything containing that word, or anything about Nvidia or graphics).

    1 second before my last freeze, it recorded the following error:

    I'll check hardware; it's probably time to open up the case and do my bi-annual dusting anyway. I was *very* careful putting everything together though; it was my first PC build and I was taking everything super slow and careful, to the point of putting a plugged in toaster on my workbench so I could ground myself occasionally :v
    --- Post automerged ---
    Thanks man, this gives me some very concrete stuff to go on.

    I think you might be on to something with a clean install vs. just downloading the update. If it's a driver issue, and goggle-fu points to that being at least pretty likely, starting completely from scratch as opposed to overwriting seems like a good idea.
     
  10. Sacro

    Sacro Seventh Year

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    There's another way to test if it's GPU related (either hard- or software) - simply take it out for a day or two and use the integrated Intel GPU. If it's a driver problem, it might've been caused by the great update policy of win10, there were reports of it installing horrible out of date drivers in the past. And speaking of windows updates: did your windows install updates shorty before this started happening? If so, it might actually be one of those that's causing it.

    If it's not software at all, it could be tricky to figure out. GPU can be tested by removing it and RAM with memtest86+, but the other components...you'd basically need another PSU to see if it's that, and if it isn't (and all other hardware is unplugged) then it'd be a CPU/Mainboard issue.

    By the way, the standard recommendation is to use DDU in safe mode. Also don't fuck with BIOS if you don't have to - while each manufacturer has some sort of recovery stuff nowadays, a failed BIOS update could still brick your board (and ofc that's not covered under warranty). It's the last thing you should touch.
     
  11. Newcomb

    Newcomb Headmaster

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    One thing I've noticed -

    When it freezes, if I'm watching Netflix, the audio will continue for a time. A few minutes. (I'm assuming it's playing whatever was buffered.) The video (and screen, and mouse/keyboard inputs) are frozen, but the audio keeps playing.

    That's got to be a software issue, right? If it's something like... bad connection from the video card to the PSU, it would just crash the whole thing, yeah?
     
  12. nikprosta

    nikprosta Muggle

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    Don't have any personal experience with this exact issue, but I would look into these links for solutions - if you haven't already:

    https://appuals.com/fix-kernel-power-eventid-41-task-63/

    https://blog.pcrisk.com/windows/12891-how-to-fix-kernel-power-error

    https://social.technet.microsoft.co...roper-shutdowns-and-reboots?forum=w7itproperf
     
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