Laptop keeps crashing

K

Kerzara

Member
Hi there,

I bought a laptop about 2 weeks ago and have experienced it crashing when running ultra graphics setting on Total War: Warhammer 2, which is the recommended setting in game for my spec (spec listed below).

This is happening with the liquid cooling system setup and running. The laptop is on a laptop stand with good airflow.

I've contacted PCS and have gone through a series of tests to try and diagnose the issue with the result being them recommending to send it in for them to check. I thought I'd post to the forum here first as I've seen that recommended before going down the RMA route.

I've shown the test results for the tests that PCS and myself ran through in order.

Any ideas what the issue might be? PCS said the CPU is operating at high temperatures but haven't been able to understand why.

If I've missed out any info let me know.

Thanks in advance.

Photo taken straight after the laptop crashed:
IMG_2460 (1).jpg


HWiNFO test @ Idle:
At idle.png


HWiNFO test when running TWW2:
When running TWW2.png


OCCT Low Data set CPU test:
OCCT Low Data set CPU Test.png


Chassis & Display
Recoil Series: 16" Matte QHD 240Hz sRGB 100% LED Widescreen (2560x1600)
Processor (CPU)
Intel® Core™ i9 24 Core Processor 13900HX (5.4GHz Turbo)
Memory (RAM)
32GB Corsair 4800MHz SODIMM DDR5 (2 x 16GB)
Graphics Card
NVIDIA® GeForce® RTX 4080 - 12.0GB GDDR6 Video RAM - DirectX® 12.1
Liquid Series® Laptop Cooling
PCS Liquid Series® Laptop Cooler
1st M.2 SSD Drive
1TB SAMSUNG 980 PRO M.2, PCIe NVMe (up to 7000MB/R, 5000MB/W)
Memory Card Reader
Integrated SD Memory Card Reader
AC Adaptor
1 x 330W AC Adaptor
Power Cable
1 x 1.5 Metre UK Power Cable (Kettle Lead)
Battery
Recoil Series Integrated 99WH Lithium Ion Battery
Thermal Paste
LIQUID METAL PERFORMANCE COOLING
Sound Card
Nahimic by SteelSeries 2 Channel HD Audio
Wireless Network Card
GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6E AX211 (2.4 Gbps) + BT 5.3
USB/Thunderbolt Options
1 x THUNDERBOLT 4 PORT + 3 x USB 3.2 PORTS
Keyboard Language
RECOIL 16 SERIES RGB BACKLIT UK KEYBOARD
Operating System
Windows 11 Home 64 Bit - inc. Single Licence
Operating System Language
United Kingdom - English Language
Windows Recovery Media
Windows 10/11 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office Software
FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus
NO ANTI-VIRUS SOFTWARE
Browser
Microsoft® Edge
Carry Case
Tech Air 17.3" Classic Toploading Case (Clam-Shell)
Keyboard & Mouse
INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam
INTEGRATED 1MP HD WEBCAM
Warranty
3 Year Standard Warranty (6 Month Collect & Return, 1 Year Parts, 3 Year Labour)
Delivery
STANDARD INSURED DELIVERY TO UK MAINLAND (MON-FRI)
Welcome Book
PCSpecialist Welcome Book
Price: £0.00 including VAT and Delivery
Unique URL to re-configure: https://www.pcspecialist.co.uk/saved-configurations/recoil-16/KtjqzMySG5/
 
Bhuna50

Bhuna50

Author Level
Have you ensured that all Windows updates, including optionals, are up to date.

Have you checked if the Grfx driver needs updating.

However, Im sure these are checks PCS would have asked - therefore I would follow their advice and send it back in. Especially as its so new.
 
ubuysa

ubuysa

The BSOD Doctor
It might be worth downloading the SysnativeBSODCollectionApp, running that and uploading the resulting zip file to a cloud service with a link to it here. That collects a whole host of important troubleshooting data, it's not just for BSODs. It does not collect any personally identifying data and you can look through the files in the zip file to check if you like, they're mostly txt files.

I should be able to see from that whether this is a software caused issue or whether it's hardware.
 
K

Kerzara

Member
ubuysa said:
It might be worth downloading the SysnativeBSODCollectionApp, running that and uploading the resulting zip file to a cloud service with a link to it here. That collects a whole host of important troubleshooting data, it's not just for BSODs. It does not collect any personally identifying data and you can look through the files in the zip file to check if you like, they're mostly txt files.

I should be able to see from that whether this is a software caused issue or whether it's hardware.
Click to expand...
Hi there,

Thanks for the suggestion. I've never used this app before so apologies if I've not run or uploaded it correctly but it should be here:

Microsoft OneDrive

1drv.ms 1drv.ms

Thanks
 
K

Kerzara

Member
Bhuna50 said:
Have you ensured that all Windows updates, including optionals, are up to date.

Have you checked if the Grfx driver needs updating.

However, Im sure these are checks PCS would have asked - therefore I would follow their advice and send it back in. Especially as its so new.
Click to expand...
Morning,

Yes we ran through these checks and I uninstalled and re-installed all the latest drivers but it didn't seem to fix the issue.

I feel it will probably be a case of having to send it back to PCS but I stupidly didn't take out the warranty so I wanted to check if posting here might resolve the issue first.

Thanks
 
SpyderTracks

SpyderTracks

We love you Ukraine
Kerzara said:
Morning,

Yes we ran through these checks and I uninstalled and re-installed all the latest drivers but it didn't seem to fix the issue.

I feel it will probably be a case of having to send it back to PCS but I stupidly didn't take out the warranty so I wanted to check if posting here might resolve the issue first.

Thanks
Click to expand...
It's only 2 weeks old, you're under warranty even with the base warranty, and you have the option to extend it up until the 1st month has expired. I would suggest increasing it to gold on a laptop as they're not like desktops, often if something fails it's a whole motherboard replacement which includes the GPU and cost over £1k
 
ubuysa

ubuysa

The BSOD Doctor
You ran the SysnativeBSODCollectionApp perfectly and uploaded the data correctly too. Thanks.

There have been no BSODs and I can see several error 41 incorrectly shutdown messages in the System log but with no other errors to suggest why it might have failed. This in itself is a good indication of a hardware cause. It shows that Windows never got the chance to catch the problem, the hardware just failed underneath it. The Application log doesn't really show anything of interest either. There are a handful of AppHangs and a couple of AppError messages, but not for anything critical, it's the kind of thing we always see.

I think you can be pretty confident that this is a hardware problem that's not fixable by you - or us for that matter. I would RMA it ASAP.
 
K

Kerzara

Member
SpyderTracks said:
It's only 2 weeks old, you're under warranty even with the base warranty, and you have the option to extend it up until the 1st month has expired. I would suggest increasing it to gold on a laptop as they're not like desktops, often if something fails it's a whole motherboard replacement which includes the GPU and cost over £1k
Click to expand...
That's good to know thank you. I'll take your advice and take out the gold warranty. Thanks again for your help.
 
K

Kerzara

Member
ubuysa said:
You ran the SysnativeBSODCollectionApp perfectly and uploaded the data correctly too. Thanks.

There have been no BSODs and I can see several error 41 incorrectly shutdown messages in the System log but with no other errors to suggest why it might have failed. This in itself is a good indication of a hardware cause. It shows that Windows never got the chance to catch the problem, the hardware just failed underneath it. The Application log doesn't really show anything of interest either. There are a handful of AppHangs and a couple of AppError messages, but not for anything critical, it's the kind of thing we always see.

I think you can be pretty confident that this is a hardware problem that's not fixable by you - or us for that matter. I would RMA it ASAP.
Click to expand...
Thank you very much for taking the time to go through that. I really appreciate the help.

I'll organise the RMA today.

Thanks again :)
 
K

Kerzara

Member
TonyCarter said:
Just noticed the base warranty has changed to '6 months collect & return'...wonder when that change happened?
Click to expand...
I also don't have the option to upgrade the warranty when I go to upgrade my order. The only option from the drop down menu is the 6 month base warranty.

Is there another way to upgrade the warranty or do they not offer other warranties on laptops?
 
You must log in or register to reply here.
Top