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View Full Version : New G75 with display and CPU problems, Help!



Flizard
11-07-2012, 09:49 AM
Hi there, I have recently purchased a G75VW BBK5 laptop, it is an ex demo model (so they say), and has 3 months warranty. I live in New Zealand.

CPU: i7 3840
GPU: GTX 660m
RAM: 16GB
HDD: 1TB (I have replaced it with a Samsung 830 256GB and a Seagate Momentus XT 750GB in second bay)
Windows 7 Professional

When it arrived it was running nicely and the display looked fantastic.

The thing I was not happy about was the C drive was partitioned into 2 volumes. I was recommended to 'Recover to whole Hard Drive' to remove the partition, and to remove the 750GB drive before doing it. So I did that but after removing the second drive I rebooted and the display has a blue line down the left side, 3-4 pixels wide, and the colours have gone weird. White have a pale yellow cast and colours with previously smooth gradients are now strangely banded. It is hard to describe easily.

If that was not enough, the CPU has now begun playing up. Before the Recovery I had HWINFO running and everything looked stable, the CPU's VID was consistently 0.91V, but after the recovery or more accurately the removal of the 750GB drive, the voltage is constantly varying from 0.91V to ~1.2V.

When I look at the CPU section of Resource Monitor, the cores (the green lines) are not overly active but the blue line (the Kernel?) is permanently at the top of the graph. Event manager has many Errors and Warnings about Processor-Kernel, the most recent being:

Session "Circular Kernel Context Logger" failed to start with the following error: 0xC0000035

There are a couple of other issues:
2 unexpected shut downs, listed as 'Possible power loss to the Processor-Kernel'.
and one other that seems like a niggle but, even with the Touchpad disabled the buttons occasionally register, mostly the right one...

I will try to attach two jpg's of the screen that I took.

Anyone have any ideas? The technician at the place I bought it from is not a lot of help so far, maybe I will have to send it back, but if it is something easy to fix I would rather get it back to working well and stick with it because I liked it before all the issues sprung up.

Sorry long post, and hope someone can have something useful to suggest.

dstrakele
11-07-2012, 03:53 PM
That screen image doesn't look good. I recommend a) booting up with a Linux "LiveCD" distribution or b) performing an F9 ASUS Factory Restore to return your system to an out-of-the-box state. If the video issue persists, I would return the laptop to the retailer for exchange or a complete refund.

Flizard
11-08-2012, 12:03 AM
That screen image doesn't look good. I recommend a) booting up with a Linux "LiveCD" distribution or b) performing an F9 ASUS Factory Restore to return your system to an out-of-the-box state. If the video issue persists, I would return the laptop to the retailer for exchange or a complete refund.

Hi there dstrakele, thanks for the reply.

It doesn't look good does it :( Even at the Asus logo bootup screen the blue bar is there. I did the F9 Asus Factory Restore, that was the last step of the process which produced this situation in the first place.

Anyway I have finally convinced the guys at the shop that there is something substantially wrong and am making arrangements to send it back to them and they will pass it on to Asus. How to go from little-boy excitement to old-man tiredness in several drawn out and frustrating steps lol.

Zach.97
11-08-2012, 12:06 AM
I had those lines too, and just got a replacement G75 today, and like I thought would happen, they're back!

Area 66
11-08-2012, 12:47 AM
those are artifacts it's the GPU not the monitor, I have the same $hit on my desktop with a ENGTX 560, I try quite few drivers, I finally install the GPU on another PC, and I have 0 issues since that time.

Zach.97
11-08-2012, 01:01 AM
Then how do you suggest I get rid of these? They're plaguing a ton of G75's and if you had a solution I'd EXTREMELY appreciate it.

Shawnnepc
11-08-2012, 01:07 AM
Does the corruption carry over if you connect a external display. (I imagine it would)

It looks like a failed GPU but I don't want to jump to any conclusions without proper diag

_
11-08-2012, 01:10 AM
Go back to where you bought it and get it replaced asap if it's only 3 months warranty.

Shawnnepc
11-08-2012, 01:16 AM
Go back to where you bought it and get it replaced asap if it's only 3 months warranty.

I don't think they'll let her/him. Retailers can get iffy when it comes to Floor models.

Btw, @Richard what's a BBK doing in New Zealand?

Isn't that North American best buy SKU?

dstrakele
11-08-2012, 01:18 AM
Even at the Asus logo bootup screen the blue bar is there.

That is a key observation, Windows is not even loaded at that point, so it must be a hardware problem.

Flizard
11-08-2012, 01:25 AM
Hi all, awesome to get your feedback, unfortunately I am just about to fly out the door for an appointment so can't reply right now but will get back to you all as soon as I can!

Will try attaching external monitor before I do to see what happens, it's a good suggestion, thanks!

Shawnnepc
11-08-2012, 01:50 AM
Hi all, awesome to get your feedback, unfortunately I am just about to fly out the door for an appointment so can't reply right now but will get back to you all as soon as I can!

Will try attaching external monitor before I do to see what happens, it's a good suggestion, thanks!

It's pretty likely that it's a bad GPU.

But I did encounter a scenario recently with an Alienware that had a similar issue.

Long story short it was a driver glitch causing the refresh rate on the monitor to go WAY out of bounds and caused a similar artifacting issue.

We were able to resolve the issue by creating a custom resolution in the NVIDIA control panel and setting it to 59Hz.

But back to what Richard(Marshall@ASUS) said...

See if you can exchange it

Flizard
11-08-2012, 07:06 AM
I'm back, for a limited time :)

Two interesting results:

I connected another LCD to the laptop via a VGA cable, and rather than bringing the monitor to the laptop I took the laptop to the monitor. I found the external LCD was looking a million dollars (ROG wallpaper looks great!), while the laptop LCD was looking, well, broke...

While I was there I started up HWINFO expecting to see the CPU cores crazily dancing around from green to red incessantly, but apart from some minor activity to begin with, all cores settled down to idle and stayed there! I played around with the VGA cable, nothing, then I thought, maybe it's the power 'brick' causing it, eventually closed the lid of the laptop, opened it up and the cores were dancing again...

What does this all mean? An intermittent short in the connections of the lid? I don't know... Could the poor Quality control (forgotten the TLA for that one) that that indicates also explain why even with the Touchpad disabled, it still registers right clicks, occasionally? I don't know, really. I guess it will have to go back at the end of the day and get patched up, I agree with the person who said I would be lucky to get a total money refund, I will have to soldier on, and I am happy with that really, so long as they can get it working, I love it.

Parallel imports I am guessing is how this BBK came to be in Kiwi-land, they are all the rage down here and these days companies like Asus will take cash where ever they can get it :)

Anyway, any feedback on the results of that handy little experiment would be welcomed as this case seems to have touched a chord with one or two other Asus owners out there.

Cheers,
Flizard.

c_man
11-08-2012, 10:51 AM
There is a chance your laptop was opened at some point and some cables have a poor connection now.

Flizard
11-08-2012, 12:11 PM
There is a chance your laptop was opened at some point and some cables have a poor connection now.

Hi c_man, it sounds like something like that. I would say the GPU must be ok wouldn't you? There is nothing strange about the VGA port, it still uses the GPU so the card is working.

I still don't understand the CPU's behaviour though. Why has the removal of a drive from the secondary drive bay caused both issues? I can't say for certain when the CPU began playing up, but the first time I became aware of it was opening a crappy Microsoft game and it said somewhere there that the windows experience indicator had not been run yet, and yet I had just run it not so long ago. I went to look at it and it said there had been new hardware added... This was right after I had first updated Graphics driver from 295.55 to 296.97 (from Asus), and then to 306.97 (from nVidia).

I ran WEI and CPU went from 7.7 down to 6.4 and RAM from 7.8 to 7.4. I started searching for a reason for that and found HWINFO showing the cores going silly. I ran WEI again and got slightly concerned when the Core Max temp reached 89 C but the scores returned to their previous levels and the temp returned to 40-50 C although fluctuating with the cores voltage?!?!

Is 89 C high for core Temp? I had run Furmark for 15minutes straight and WPrime 32M and 1024M multiple times plus other benchmarks a couple of days before and GPU got to 62 C and CPU reached 59 C.

It's a puzzle alright.

dstrakele
11-08-2012, 12:22 PM
Your test results indicate the video problem is related to a bad LVDS cable connection, bad LVDS cable, or defective laptop display.

Shawnnepc
11-08-2012, 02:47 PM
I'm back, for a limited time :)

Two interesting results:

I connected another LCD to the laptop via a VGA cable, and rather than bringing the monitor to the laptop I took the laptop to the monitor. I found the external LCD was looking a million dollars (ROG wallpaper looks great!), while the laptop LCD was looking, well, broke...

While I was there I started up HWINFO expecting to see the CPU cores crazily dancing around from green to red incessantly, but apart from some minor activity to begin with, all cores settled down to idle and stayed there! I played around with the VGA cable, nothing, then I thought, maybe it's the power 'brick' causing it, eventually closed the lid of the laptop, opened it up and the cores were dancing again...

What does this all mean? An intermittent short in the connections of the lid? I don't know... Could the poor Quality control (forgotten the TLA for that one) that that indicates also explain why even with the Touchpad disabled, it still registers right clicks, occasionally? I don't know, really. I guess it will have to go back at the end of the day and get patched up, I agree with the person who said I would be lucky to get a total money refund, I will have to soldier on, and I am happy with that really, so long as they can get it working, I love it.

Parallel imports I am guessing is how this BBK came to be in Kiwi-land, they are all the rage down here and these days companies like Asus will take cash where ever they can get it :)

Anyway, any feedback on the results of that handy little experiment would be welcomed as this case seems to have touched a chord with one or two other Asus owners out there.

Cheers,
Flizard.


Your test results indicate the video problem is related to a bad LVDS cable connection, bad LVDS cable, or defective laptop display.

I agree with dstrakele

btw I don't think this was an ASUS QA issue, it's more likely that the retailer knowingly sold you a defective floor model to get it off their hands.

c_man
11-08-2012, 04:24 PM
Yep. But should be an easy fix if you're lucky. If not, well, first see if you can replace it and then try to service it. It might take a while to get the parts if needed.

About your other problem. Sounds like you might also have a "defective" driver that messed up the OS. A virus might also be quilty for such behaviour, it's not that uncommon.

Have you tried the Linux Mint Live CD to see how the system works on that? I always do this when a system has problems. Helps me see if it's something wrong in Windows or not and it's faster that a Windows reinstall.

Flizard
11-08-2012, 11:01 PM
What's an LVDS cable?

LVDS is related to the display only?

I ran Nod32, it showed no threats.

Any comment on the CPU issue? and is 89 C hot for Core Max Temperature?

During F9 factory restore, early in the process I did notice one driver show a "driver installation failed" dialogue. it was gone in 2 seconds though.

I'll look into the Linux live CD if I get the chance. However how does the suggestion that the CPU issue is OS related tie in with closing the lid then opening it again (sleep, wake-up) making the issue re-appear?

What and where is "Circular Kernel Context Logger"?

Shawnnepc
11-08-2012, 11:16 PM
What's an LVDS cable?

LVDS is related to the display only?

I ran Nod32, it showed no threats.

Any comment on the CPU issue? and is 89 C hot for Core Max Temperature?

During F9 factory restore, early in the process I did notice one driver show a "driver installation failed" dialogue. it was gone in 2 seconds though.

I'll look into the Linux live CD if I get the chance. However how does the suggestion that the CPU issue is OS related tie in with closing the lid then opening it again (sleep, wake-up) making the issue re-appear?

What and where is "Circular Kernel Context Logger"?

It appears Windows is having issues running the logger. Unless we do some major debugging it would be difficult to really find the root cause.

I would really try and get that unit replaced from the place of purchase.

However, if that's not feasible I can offer the following:

If you could spare some time I'd like to see if I could do a remote service session into your laptop to see if we can't find the root cause to your issues. I know that might sound kind of scary but I can assure you that my intent is only to help. If you're not comfortable with that we can continue to try and troubleshoot your issue over the forum.

cl-scott
11-08-2012, 11:19 PM
Ultimately I think we're back to the best thing you can probably do is just take it back to where you bought it for a refund or credit towards another unit. The more posts in this thread I read, the more warning lights go on in my head from my days working as a hardware tech. What you're seeing is probably just the vanguard of some deeper issues that you're really not going to want to deal with.

Flizard
11-09-2012, 12:10 AM
It appears Windows is having issues running the logger. Unless we do some major debugging it would be difficult to really find the root cause.

I would really try and get that unit replaced from the place of purchase.

However, if that's not feasible I can offer the following:

If you could spare some time I'd like to see if I could do a remote service session into your laptop to see if we can't find the root cause to your issues. I know that might sound kind of scary but I can assure you that my intent is only to help. If you're not comfortable with that we can continue to try and troubleshoot your issue over the forum.

Hi Shawn, I appreciate your reply and offer! I have read quite a few posts by you and feel comparatively safe in accepting your claim of intent. The problem is finding a window of opportunity. I a going to be away from home until Sunday, and I said I would get the laptop on its way early next week (funny how sometimes there's all the time in the world with nothing to do, and then there's times like now when everything is tumbling in on you all at the same time). The screen is the major issue but probably easiest to fix, the CPU is no less of an issue really even if it is less debilitating and visible, it is the harder of the two to address for sure.

How long would you need do you think to diagnose my issues? Since the laptop is going back it seems unnecessary but I would be interested to have knowledge of my own for the future if the issues are not fully addressed. Buying a laptop with only 3 months warranty assumes a certain readiness to tackle issues that arise ones self.

On a side note, I notice I am no longer a 'New ROGer' :) and have become a VIP! I feel special :)

Flizard
11-11-2012, 11:36 AM
Update:
I took the laptop to a friend of mine who was once in the business, he could shed no lights on anything, but commented "I think your GPU is showing early warning signs". I came home and the next day I get the Laptop out of my Everki backpack, turn it on (battery) and the display is back to normal... No blue line, no blue fringes, no sickly yellow whites, just lovely High Definition true colour! I wish I could feel happy about it.

On the CPU front, I uninstalled Asus Power management software and the Cores have calmed down on battery, even with processor set to 100%, however if I plug in to the mains, they start fliting about again. Makes me think of software rather than the power brick at fault? How often do the power bricks give problems, they are simple tech.

Now I have to work out if I should still send it back? Without the issue happening I can't see much serious investigating going into it, they will take it apart put it back together then send it back to me... If that. any thoughts?