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View Full Version : Freeze and Crash! Help anyone?



ZeroTolerance
09-11-2016, 09:34 AM
EDITED WITH INFO FROM THE THREAD. You will find all the info you need to analyze the problem here.

ISSUE: heavy slow down and then freeze after 1-2 minutes playing games such as Overwatch / World of Warcraft. Issue reproduced during 3dmark11 test. After 1 minute during 3dmark11 test, the demo started to freeze at 2/3 seconds intervals and then totally froze.


I use Windows 8.0 with a GTX780M and Samsung 840 Evo SSD 1TB.
ALL drivers are up to date. Including audio card, SSD driver and Nvidia driver. BIOS is latest version (206). The computer is always plugged to direct power.
A Malwarebytes full scan reported zero infections. Graphic driver has already been uninstalled using DDU utility and then installed again with clean installation.

BSOD happened only once. Here is the relevant screen:
59373

Samsung firmware stating it is the latest:
59375

SSD and Hard Disk health:
59376
59377

here are the screenshots from hwinfo:
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59379


MSI Afterburner showing temperature with max 76C during 3dmark11 freeze: http://prnt.sc/cgv4zn
MSI Afterburner FB usage during 3dmark11 freeze: http://prnt.sc/cgv5nh
MSI Afterburner GPU usage during 3dmark11 freeze: http://prnt.sc/cgv5z3



Today I managed to complete a 3DMark11 test. This was performed just 2 hours after the pc was turned on and there was NO FREEZE.
59386

CPU Temperature during 3dmark11 completed test and no freeze (look at max values which were reached during the test)
59390

GPU went up to 85C. CPU up to 88C.


NEW FREEZE while I was playing World of Warcraft. It kept freezing on the desktop too, even after the game was closed.
GPU usage was stuck to 99% even on the desktop. What is going on?
59391

Temperatures during game freeze:

59392

Gps3dx
09-11-2016, 10:40 AM
You need to isolate the issue...your report is too generic.
1. Please download BlueScreenView (http://www.nirsoft.net/utils/blue_screen_view.html) and check the dumplogs for the relevant problematic dll/exe that caused this BSOD.
try to check for any common highlighted dll/exe between the dumplogs -> please upload pictures here.
2. Are you sure you haven't been upgrade to win10 by any mistake ? this can explain driver issue and BSOD screens
Please press win+R combo-buttons then enter "winver", and enter.
3. although you stated you're on the latest drivers - are you sure you've upgrade your EVO 840 to the latest firmware ?
4. Nvidia drivers - try to get the previous driver version... maybe the latest is problematic for your card.
Try to use DDU to uninstall (http://www.guru3d.com/files-details/display-driver-uninstaller-download.html) any nvidia driver remnents: 1st make sure your internet connection is NOT working from the starting moment you uninstall till after you've finished installing the previous drivers, then use the tool, then reboot, make sure again you're DISCONNECTED from internet, then install previous driver version WITH "CLEAN INSTALLATION" option checked AND CHOOSE ADVANCE INSTALLATION OPTIONS and install ONLY 3 components: the graphics driver, audio driver, phsyx driver - NOTHING MORE.
5. Check your ssd and hdd S.M.A.R.T values, see that they're OK. ( use app like the free CrystalDisk Info (http://crystalmark.info/software/CrystalDiskInfo/index-e.html) )
6. Please install free malwarebytes antimalware (https://www.malwarebytes.com/antimalware/) and run deep scan on the system - no matter which A/V you have.

please report back if any of this help you out.

ZeroTolerance
09-11-2016, 10:55 AM
Thank you.
I am posting the two reports from BlueScreenView. There are only two dumps because I have always managed to close the games with ALT+F4 and reboot before getting the BSOD.
Here are the pictures in the mean time. I confirm I am using Windows 8.
59373
59374

Samsung firmware stating it is the latest:
59375

Thanks!

ZeroTolerance
09-11-2016, 11:02 AM
SSD and Hard Disk health:
59376
59377

ZeroTolerance
09-11-2016, 11:05 AM
Regarding NVIDIA drivers, this was happening even with previous and older drivers, that's why I have updated.

Gps3dx
09-11-2016, 11:38 AM
According to bluescreenview, your Bsods are happening becuase of two issues.... some main nvidia sys ( driver ) and a windows own driver named battc.sys... which I guess by its name is related to the battery.

My guess is that battc.sys related to various "electricity" issues....
1. Can you please download & run the free HWInfo (https://www.hwinfo.com/download.php) ( even portable edition ), then check your battery wear percentage ?
2. Have you experienced any electricity malfunction in the room you work with the laptop ? any light were blinking around the time of your BSODs ?
3. Are smelling any "burned" smell from your AC charger or from the laptop fan's exit ?
4. can you perform regular web-surfing work using the battery only (i.e NO AC connected ) ? for how long ?

I know that for intense graphics job, ROG laptops might need to have healthy/partial healthy battery, otherwise it might not be stable, leading to BSODs.
Also are you performing overclocking/overvoltage in any way ? ( i.e by software/bios mod ? ) -> if YES -> REVERT TO ORIGINAL values/bios -> try again.

UPDATE:
lastly, have you installed an official package from Asus named "ATK driver" ?
this driver contains ACPI drivers which are related to power management on the laptop.
make sure you install it.

ZeroTolerance
09-11-2016, 02:42 PM
Hello,

here are the screenshots from hwinfo:
59378
59379

In reply to your questions:
2. No, never experienced power outages or electrical issues with the BSOD or slow down.
3. No, nothing smells burned.
4. Yes. I haven't measured how long, but it is like some hours.

5. I am not overclocking in any way and I am not doing any intense graphic job. I have not downloaded "ATK driver".

Actually, the DUMP with the battc.sys was originated this morning in a weird way. Yesterday night I successfully shut down the computer. When I booted it this morning, it gave me that dump. I am not sure it is linked somehow to the other issue (slow down / freeze).

ZeroTolerance
09-11-2016, 03:31 PM
In the mean time I have performed a full system scan with Malwarebytes which reported zero infections. I have also used your suggested tool to uninstall the graphic driver and I have installed it again.
I was looking again at the BlueScreenViewer info. I noticed "ntoskrnl.exe+1d3747" is reported in all the dumps. Does that mean anything by any chance?
59381

ZeroTolerance
09-11-2016, 03:42 PM
And by the way, the issue is not fixed. It just froze again after 5 minutes in game. No file dump this time, just plain freeze. I had to manually shut it down. So uninstalling NVIDIA with DDU and re-installing did not work.

ZeroTolerance
09-11-2016, 04:36 PM
I have just run 3DMark11 for a test and after 1 minute it started to lag and eventually I had to shut down the software.

Clintlgm
09-12-2016, 12:22 AM
What exactly are your Temps running? maybe sounds like Throttling then freeze. You can set Hwinfo64 sensors to record, so have it running and recording and have a look at what your temps and fan speeds are doing?

ZeroTolerance
09-12-2016, 08:03 AM
MSI Afterburner showing temperature with max 76C during 3dmark11 freeze: http://prnt.sc/cgv4zn
MSI Afterburner FB usage during 3dmark11 freeze: http://prnt.sc/cgv5nh
MSI Afterburner GPU usage during 3dmark11 freeze: http://prnt.sc/cgv5z3

ZeroTolerance
09-12-2016, 08:06 AM
By the way, Hwinfo does not show or record fans activity anywhere. The same is true for MSI Afterburner and any tool used to control fans activity.

I managed to complete a 3DMark11 test. This was performed just 2 hours after the pc was turned on and there was NO FREEZE.
59386

CPU Temperature during 3dmark11 completed test and no freeze (look at max values which were reached during the test)
59390

GPU went up to 85C. CPU up to 88C.

ZeroTolerance
09-12-2016, 11:08 AM
NEW FREEZE while I was playing World of Warcraft. It kept freezing on the desktop too, even after the game was closed.
GPU usage was stuck to 99% even on the desktop. What is going on?
59391

Temperatures during game freeze:

59392

ZeroTolerance
09-12-2016, 01:43 PM
Can this be of any help?

http://prnt.sc/ch4jga

http://prnt.sc/ch4jsn

http://prnt.sc/ch4jyp

Gps3dx
09-12-2016, 05:03 PM
Can this be of any help?
http://prnt.sc/ch4jga

Please UNINSTALL ANY network/online/live video recording app, like that of NVIDIA as seen in the report of add/remove programs.
then reboot and try to run graphics benchmarks/GPU stress tests.

By the way, Hwinfo does not show or record fans activity anywhere. The same is true for MSI Afterburner and any tool used to control fans activity.
GPU went up to 85C. CPU up to 88C.
HWinfo should let you know the fan RPM and temps.... if you can't see it... try another free computer info apps (https://www.google.com/#q=computer+hardware+info+free+app).
if even with another app you don't get any reports of fan info.... RMA to asus ( if you're still under warranty ) or replace your fans your-self ( there are many tear-down guides here in the forum and on google.

Do you use any VPN softwares like Cisco VPN ?
if so - uninstall them.

lastly, try to uninstall your A/V (internet security app) and install it again, fresh.
I know by experience that A/V like comodo, can sometime cause BSODs when you/they auto-update to a new version and something screwed-up in the process like bad A/V definition package (i.e the main file where the data against viruses is located ) etc...

ZeroTolerance
09-12-2016, 05:47 PM
Please UNINSTALL ANY network/online/live video recording app, like that of NVIDIA as seen in the report of add/remove programs.
then reboot and try to run graphics benchmarks/GPU stress tests.

HWinfo should let you know the fan RPM and temps.... if you can't see it... try another free computer info apps (https://www.google.com/#q=computer+hardware+info+free+app).
if even with another app you don't get any reports of fan info.... RMA to asus ( if you're still under warranty ) or replace your fans your-self ( there are many tear-down guides here in the forum and on google.

Do you use any VPN softwares like Cisco VPN ?
if so - uninstall them.

lastly, try to uninstall your A/V (internet security app) and install it again, fresh.
I know by experience that A/V like comodo, can sometime cause BSODs when you/they auto-update to a new version and something screwed-up in the process like bad A/V definition package (i.e the main file where the data against viruses is located ) etc...

Hello and thank you so much for trying to help. I can't get to the bottom of this.
Regarding video/live recording apps: i use none. I am not sure what "NVIDIA Network Stream Service" is, but it is not definetely something I use or launch.
HWInfo lists fans nowhere. I have used so far: CPU-Z, MSI Afterburner and Firestorm. All of them do not control fans or cannot control them on this machine.
I am not under warranty anymore, pc is 3 years old now.
I do not use VPN.
I can try to reinstall A/V, which is Avira at the moment. However please do not focus on the BSOD. It only happened once. The main problem is the computer slowing down and then freezing while gaming. After I close the game the mouse keeps keeps on hanging up even on the desktop with 2-4 seconds intervals.
Also, regarding fans, considering the temperatures I am getting while the freeze happens, which are not past the limits, I do not think they are the issue?

Buggsy
09-12-2016, 07:46 PM
It's not really the most desired solution, but I'd just nuke the PC at this point and start over. If you have an external hard drive, take a full system image as it is now, back up your critical files separately, and just do a clean install of Windows 8. Or more to my taste, get a copy of Windows 10.

Before going that route though, I think it would be interesting to run a utility like Memtest 98 on it and see if it freezes / slows down in an independent environment. You could even run a Linux Live USB drive and watch some Youtube videos to stress it a bit. If you have the same issues in Memtest or a Linux environment, it's pretty likely hardware.

ZeroTolerance
09-12-2016, 08:03 PM
I will try Memtest86 and let you know. I cannot nuke the PC in this period because I use it for work as well. For normal web surfing, writing and general YouTube / internet use everything is fine.

Buggsy
09-12-2016, 08:36 PM
I will try Memtest86 and let you know. I cannot nuke the PC in this period because I use it for work as well. For normal web surfing, writing and general YouTube / internet use everything is fine.

I see. If you can't consider a wipe, then I'd suggest trying some other independent tools like Gandalf's Win7PE, and Mint Linux (Live USB drive) and some stress tools.

Prime95 and Memtest98 will give you some options to test your hardware. Prime95 runs in Windows though, but with Memtest you'll get some good system strain while removing Windows OS as a factor.

ZeroTolerance
09-13-2016, 08:04 AM
MemTest86 reported zero errors running 3 hours and half. Any other idea?

Gps3dx
09-13-2016, 12:38 PM
try to use FANCONTROL (https://rog.asus.com/forum/showthread.php?58501-Making-of-quot-Official-NotebookFanControl-G751JY-Profile-quot), see if you change your fan's RPM and that you hear/feel by hand the change in output.
it got a G751JY profile that you might want to use( if you prefer auto mode), but you can also manually change the RPM whenever you wish and edit the profile as well.

Anyway, after all the checking you've done so far... I think it is time (as suggested by others as well) to rule out windows as the main cause....
For that, try make ubuntu installation USB (http://www.ubuntu.com/download/desktop), then boot it ( it's free and does NOT requires any installing on the internal ssd/hdd ) using "try ubuntu without installing" and MAKE SURE TO SELECT F6->NOMODESET (http://i.stack.imgur.com/FfEwE.png)MAKE SURE TO SELECT F6->NOMODESET (http://i.stack.imgur.com/FfEwE.png) (since you got NVIDIA card) BEFORE pressing ENTER to boot it.
Then, connect to the internet, open the app store, and search for any GPU/CPU benchmarks apps and run them.... if you got HW issue it should appears as well when you run heavy demanding job from another OS like ubuntu.
If you got no issue.... my suggestion at this point is to format and cleanly install windows. ( you can be get help from my sticky guide, see my sig )
I read you passed memcheck with no issue... this is a good indication that your HW is intact, and most probably the issue is with windows.

ZeroTolerance
09-13-2016, 02:20 PM
FANCONTROL successfully controlled the fan and I could feel the change in output. Honestly I'd rather identify the issue instead of going for the route "maybe it's Windows but I don't know where, let's wipe everything".
I am sure there are ways to understand what is going on, what is faulty and why and maybe fix it. The solution can't always be "wipe everything", especially if one uses the PC for other important stuff and / or can't afford to lose a whole one day work because of the need to reinstall Windows. I am also managing a reception with customer reservations from this PC.

Thanks

Buggsy
09-13-2016, 03:12 PM
I totally understand your need for the laptop for business. Maybe you have a break coming up where you can format, or buy a cheap $100 laptop on Craig's List to hold you over.

The problem is that you aren't very likely at this point to get the answer that you want. It's not impossible, but we are just people on the internet making guesses. If you *really* want answers, I'd suggest opening a support case with Microsoft. I don't know what they charge anymore, but it was like $49 for a per-incident support. I think they do more free support these days.

That's just the computer world though. I have some customers that are willing to put up the expense of time, effort, and money to fix a server rather than just migrate to a new/clean server.

At this point, short of a reinstall of Windows, you can try maybe the system file checker. I've rarely had that help, but it could identify some corruption.

ZeroTolerance
09-15-2016, 01:11 AM
try to use FANCONTROL (https://rog.asus.com/forum/showthread.php?58501-Making-of-quot-Official-NotebookFanControl-G751JY-Profile-quot), see if you change your fan's RPM and that you hear/feel by hand the change in output.
it got a G751JY profile that you might want to use( if you prefer auto mode), but you can also manually change the RPM whenever you wish and edit the profile as well.

Anyway, after all the checking you've done so far... I think it is time (as suggested by others as well) to rule out windows as the main cause....
For that, try make ubuntu installation USB (http://www.ubuntu.com/download/desktop), then boot it ( it's free and does NOT requires any installing on the internal ssd/hdd ) using "try ubuntu without installing" and MAKE SURE TO SELECT F6->NOMODESET (http://i.stack.imgur.com/FfEwE.png)MAKE SURE TO SELECT F6->NOMODESET (http://i.stack.imgur.com/FfEwE.png) (since you got NVIDIA card) BEFORE pressing ENTER to boot it.
Then, connect to the internet, open the app store, and search for any GPU/CPU benchmarks apps and run them.... if you got HW issue it should appears as well when you run heavy demanding job from another OS like ubuntu.
If you got no issue.... my suggestion at this point is to format and cleanly install windows. ( you can be get help from my sticky guide, see my sig )
I read you passed memcheck with no issue... this is a good indication that your HW is intact, and most probably the issue is with windows.

I was trying your Ubuntu suggestion however in order to properly test the card, it is my understanding that i need to download the proper Linux driver otherwise the video card will not be used properly by the system. I have tried a Furmark test however it was not going smoothly without drivers and everything was jerky. Can I install nvidia drivers even if I boot from a usb pen drive? I used nomodeset by the way.