PC Random crashes and reboots

G

Garry Newman

Member
First of all, the specs:

Case
FRACTAL DESIGN ARC MIDI R2 MID-TOWER CASE
Processor (CPU)
Intel® Core™i7 - 8 Core Processor Extreme i7-5960X (3.0GHz) 20MB Cache
Motherboard
ASUS® X99 DELUXE: ATX, HSW-E CPU, USB 3.0, SATA 6 GB/s
Memory (RAM)
64GB CRUCIAL DDR4 2133MHz (8 x 8GB)
Graphics Card
NONE, I ALREADY HAVE A GRAPHICS CARD
1st Hard Disk
1TB VELOCIRAPTOR WD1000DHTZ, SATA 6-Gb/s, 64MB CACHE (10,000rpm)
1st DVD/BLU-RAY Drive
24x DUAL LAYER DVD WRITER ±R/±RW/RAM
Power Supply
CORSAIR 1000W RM SERIES™ MODULAR 80 PLUS® GOLD, ULTRA QUIET (£139)
Processor Cooling
INTEL SOCKET LGA2011 STANDARD CPU COOLER
Thermal Paste
ARCTIC MX-4 EXTREME THERMAL CONDUCTIVITY COMPOUND (£9)
Sound Card
ONBOARD 8 CHANNEL (7.1) HIGH DEF AUDIO (AS STANDARD)
Wireless/Wired Networking
10/100/1000 GIGABIT LAN PORT (Wi-Fi NOT INCLUDED)
USB Options
MIN. 2 x USB 3.0 & 6 x USB 2.0 PORTS @ BACK PANEL + MIN. 2 FRONT PORTS
Power Cable
1 x 1 Metre UK Power Cable (Kettle Lead)
Operating System
Genuine Windows 7 Professional 64 Bit w/SP1 - inc DVD & Licence (£109)
Office Software
FREE 30 Day Trial of Microsoft® Office® 365
Anti-Virus
BULLGUARD INTERNET SECURITY - FREE 90 DAY TRIAL
Warranty
3 Year Standard Warranty (1 Month Collect & Return, 1 Year Parts, 3 Year Labour)

I've received my custom PC 2 weeks ago and for the last 3 days, my PC started to act up strangely. It started with freezes (weird headphone static sound and then freeze up) and eventually led to random reboots. I've checked my CPU and GPU temperatures and both of them are always below 34C (idle).
I have not overclocked or anything so I don't see how heat and overclocking has something to do with this.
 
Last edited:
mantadog

mantadog

Superhero Level Poster
if you are comfortable you could try re seating the RAM and GPU.

otherwise it sounds like it might be an RMA job, call centre number in my sig.
 
mantadog

mantadog

Superhero Level Poster
When you say not as often, its it drastically different? Can you notice it suddenly got much better after re seating those components?

if it is much better it could be worth trying a re seat one more time, if that fails it would be on to testing individual RAM sticks. Normally (as people don't have 8 DIMMs) you would try each stick in each slot and test for stability.

What I would suggest to you is remove 4 sticks, test for stability. if that fails try the other 4 sticks in the other 4 slots. However you would need to check the manual as to which slots to use as I am not familiar with that platform at all, sometimes the motherboards want certain slots populated first.

I guess you could also run it on 1 stick, test for stability if that fails pick a new stick and see if that works.
 
G

Garry Newman

Member
mantadog said:
When you say not as often, its it drastically different? Can you notice it suddenly got much better after re seating those components?

if it is much better it could be worth trying a re seat one more time, if that fails it would be on to testing individual RAM sticks. Normally (as people don't have 8 DIMMs) you would try each stick in each slot and test for stability.

What I would suggest to you is remove 4 sticks, test for stability. if that fails try the other 4 sticks in the other 4 slots. However you would need to check the manual as to which slots to use as I am not familiar with that platform at all, sometimes the motherboards want certain slots populated first.

I guess you could also run it on 1 stick, test for stability if that fails pick a new stick and see if that works.
Click to expand...

If I try it with every stick (8x8GB), then it would take quite some time to do the test considering that this still happens but not as often. Would mem86 pick up RAM problem if I run it fully?
 
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G

Garry Newman

Member
mantadog said:
When you say not as often, its it drastically different? Can you notice it suddenly got much better after re seating those components?

if it is much better it could be worth trying a re seat one more time, if that fails it would be on to testing individual RAM sticks. Normally (as people don't have 8 DIMMs) you would try each stick in each slot and test for stability.

What I would suggest to you is remove 4 sticks, test for stability. if that fails try the other 4 sticks in the other 4 slots. However you would need to check the manual as to which slots to use as I am not familiar with that platform at all, sometimes the motherboards want certain slots populated first.

I guess you could also run it on 1 stick, test for stability if that fails pick a new stick and see if that works.
Click to expand...

I think that it's not RAM issue at all. I've tried loading about 4 CPU testers and you know what? My computer froze up. I've reset BIOS, reseated ram and everything but it didn't do anything in terms of helping me.
Under load CPU temperatures averaged about near 45C and the base clock jumped to 3.3GHz (Turbo) so I don't know what could possibly be wrong.

This issue should have been dealt with in PCSpecialists 'burn-in' area unless it happened only after my computer arrived at my house.

Event viewer tells me the source of this crash is "Kernel-Power" with event id of 41 and Task Category 63 for all of the crashes.


imgur.png
 
Last edited:
vanthus

vanthus

Member Resting in Peace
Garry Newman said:
That didn't solve anything sadly.:(
Click to expand...
It's only part of a fault finding process through elimination,it establishes if the ram is faulty or not.
The issue could be caused by any number of components or possibly a corrupt driver.
I would have a look in the event viewer to see if it gives a clue to the problem.
 
G

Garry Newman

Member
vanthus said:
It's only part of a fault finding process through elimination,it establishes if the ram is faulty or not.
The issue could be caused by any number of components or possibly a corrupt driver.
I would have a look in the event viewer to see if it gives a clue to the problem.
Click to expand...

What part of the event viewer do you want to take a look at?
I previously posted this img:

imgur.png
 
Androcles

Androcles

Rising Star
You haven't by any chance installed AVG anti virus at all have you? The reason I ask is I've seen a few kernel power 41 0x8000000000000002 issues being caused by one of AVG's drivers conflicting with either graphics drivers or Ethernet drivers on ASUS board in the past and acting the same way.
 
ubuysa

ubuysa

The BSOD Doctor
The Kernel-Power entries in the event viewer are not the cause of your problem, they are the after effects. When Windows recovers from a problem with a reboot it writes a Kernel-Power log entry. That's all they are.

There are two general possibilities for your problems; it could be either hardware or software.

Troubleshooting the hardware yourself is going to be time consuming and difficult.

Troubleshooting the software is much easier. I would suggest that you backup all your user data and do a completely clean reinstall of Windows - choose the Custom install option and delete all partitions so the disk space all shows as unallocated. Then create the partition(s) you want and install Windows into the appropriate partition.

Once Windows is installed install all of the drivers on the disk supplied by PCS - don't use drivers from anywhere else just yet. Then install all the high priority updates that Windows Update finds (keep checking until there are no more updates). You can install recommended updates as well if you want but don't install any driver updates at all. Don't install any other software and don't make any configuration changes to Windows.

You now have the cleanest and most stable software platform.

So now test the PC. Try to do this with the software that came with Windows, I realise that's annoying but you must keep the software platform as unpolluted as possible to be sure your problem is not software.

So...if you still get the crashes and reboots it's most likely a hardware issue and you'll need to talk to PCS about an RMA.

If it doesn't crash at all in this state then it is (or was) a software issue. So now you have to proceed carefully, install your third party apps one at a time and test the PC between each one to be sure that's not the problem. If you have updated any drivers then do one driver update at a time, testing between each one. If you have installed external devices that came with their own driver disk then install one at at time, testing between each one.

I realise all that will take some time but it's the only reliable way forward. A "scatter-gun" or "poke and hope" approach will just leave you confused and frustrated. There aren't any short cuts with this type of troubleshooting I'm afraid.
 
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G

Garry Newman

Member
Androcles said:
You haven't by any chance installed AVG anti virus at all have you? The reason I ask is I've seen a few kernel power 41 0x8000000000000002 issues being caused by one of AVG's drivers conflicting with either graphics drivers or Ethernet drivers on ASUS board in the past and acting the same way.
Click to expand...

No, I have Avast.
 
G

Garry Newman

Member
ubuysa said:
The Kernel-Power entries in the event viewer are not the cause of your problem, they are the after effects. When Windows recovers from a problem with a reboot it writes a Kernel-Power log entry. That's all they are.

There are two general possibilities for your problems; it could be either hardware or software.

Troubleshooting the hardware yourself is going to be time consuming and difficult.

Troubleshooting the software is much easier. I would suggest that you backup all your user data and do a completely clean reinstall of Windows - choose the Custom install option and delete all partitions so the disk space all shows as unallocated. Then create the partition(s) you want and install Windows into the appropriate partition.

Once Windows is installed install all of the drivers on the disk supplied by PCS - don't use drivers from anywhere else just yet. Then install all the high priority updates that Windows Update finds (keep checking until there are no more updates). You can install recommended updates as well if you want but don't install any driver updates at all. Don't install any other software and don't make any configuration changes to Windows.

You now have the cleanest and most stable software platform.

So now test the PC. Try to do this with the software that came with Windows, I realise that's annoying but you must keep the software platform as unpolluted as possible to be sure your problem is not software.

So...if you still get the crashes and reboots it's most likely a hardware issue and you'll need to talk to PCS about an RMA.

If it doesn't crash at all in this state then it is (or was) a software issue. So now you have to proceed carefully, install your third party apps one at a time and test the PC between each one to be sure that's not the problem. If you have updated any drivers then do one driver update at a time, testing between each one. If you have installed external devices that came with their own driver disk then install one at at time, testing between each one.

I realise all that will take some time but it's the only reliable way forward. A "scatter-gun" or "poke and hope" approach will just leave you confused and frustrated. There aren't any short cuts with this type of troubleshooting I'm afraid.
Click to expand...

Doesn't windows keep logs of every process that happens that can later be accessed to see what was the last thing executed before total system failure?
 
ubuysa

ubuysa

The BSOD Doctor
Garry Newman said:
Doesn't windows keep logs of every process that happens that can later be accessed to see what was the last thing executed before total system failure?
Click to expand...

Ideally yes, but no such system is perfect. Logging can only happen if the OS "catches" the problem and can log it. If a problem occurs that causes the OS to crash there is nothing left to write a log entry.

A reinstall is not something you want to do lightly, but it will give you a clean and stable software platform and that's the only way you'll be able to be certain your problem is or is not software related.
 
SpyderTracks

SpyderTracks

We love you Ukraine
There was another member who was having bsods from Avasts service manager.... Try uninstalling avast and reboot, see if the issue is still there.
 
G

Garry Newman

Member
SpyderTracks said:
There was another member who was having bsods from Avasts service manager.... Try uninstalling avast and reboot, see if the issue is still there.
Click to expand...

But the only difference between his problem and my problem is that when my pc crashes, it doesn't show me any error or BSoD.
It just sits there without restarting or complaining about a fault.
 
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