topic Re: Re:Issues with a I7 8750H - Random Freezing in Mobile and Desktop Processors

Issues with a I7 8750H - Random Freezing

JonathanOx — Tue, 25 Aug 2020 23:14:52 GMT

Hello Community!,

I have been experimenting a really annoying random freezing with my laptop.

I did update MOBO
Check Memory Ram status
All periferical hardware
etc etc etc.

And it seems is the processor, Suddenly is showing me a 95 celcius degrees and stop functioning.

I Download all drivers, and it seems everything (as a software is up to date).

Anny Ideas?.

PS: Is constanly showing me events like:

Warning - DistributeCOM - ID 10016
Warning - Netwtw08 - ID 6062
Warning - Kernel Power.... - ID 37.

It started on January 2020. What a years isn;t it??

Thanks in advace!

Re:Issues with a I7 8750H - Random Freezing

Esteban_D_Intel — Wed, 26 Aug 2020 15:24:14 GMT

Hello JonathanOx,

Thank you for posting on the Intel® communities.

To better assist you please provide the following information:

Do you get any BSOD error? If so please provide error code.
Please provide your laptop model.
What is your operating system version?
Do you experience this behavior under a specific workload? or it occurs randomly?
Please provide the versions of the drivers that you have installed.

My recommendation would be to check the processor’s health by running the following program:

Intel® Processor Diagnostic Tool

This tool will perform a full diagnostic, stress test and check functionality of the processor. If the processor result is “PASS”, that will indicate that the processor is working as expected.

Please run it and share the report with me.

Esteban D.

Intel Technical Support Technician

Re: Re:Issues with a I7 8750H - Random Freezing

JonathanOx — Wed, 26 Aug 2020 23:52:06 GMT

;Hello Esteban,

No BSOD just freezing, I have to press I/O Buttom 7-10 seconds and rebooted.

Laptop: MSI GV62 8RD - MOBO Model: MS-16JF

OS: Windows 10 - x64Bit.

Always Occurs Randomly

I had done all this thing so far:

change the power options
uninstall updates
uninstall windows
Restart to factory default.

Nothing this works, because as soon I start a process the computer freeze and undo everything that I already changed.

Checks after March 29th - 2020

Change SSD 128gb → SSD 250gb
Run laptop with battery + fan full speed
Run laptop with battery + fan normal speed
Run laptop without battery + fan full speed + Memory ram changed slot
Run laptop without battery + fan normal speed + Memory ram changed slot

Driver Version: 10.0.19041.1

I will run the test right now!, thanks for you prompt answer!

Re: Re:Issues with a I7 8750H - Random Freezing

JonathanOx — Thu, 27 Aug 2020 00:00:09 GMT

There is the LOG file from that test.

It says Pass everything, so Now I'm way more confuse.

Any Idea of what can be?.
Any other recommendation?.

Thanks in advance for your support.

Re:Issues with a I7 8750H - Random Freezing

Esteban_D_Intel — Thu, 27 Aug 2020 15:05:46 GMT

Hello JonathanOx,

Thank you for your response and the information provided.

I can see that you have performed a really complete troubleshooting on your side, however, as the issue still occurring I would think that maybe any other component may be causing the behavior.

We can discard that the processor is defective as the results indicate that the processor is working under supported conditions and expected performance.

When working with laptops, it’s worth mentioning that the OEM may have altered or customized some features of the computer. I would recommend you to make sure that all the drivers/software loaded into the computer is provided by the manufacturer. In this case MSI*.

You may want to contact the laptop manufacturer to check any option in BIOS that may be triggering this high usage and therefore the high temperature of the processor. Also please make sure that your BIOS is up to date.

As a last step, I would recommend checking for updates of the OS.

This behavior could be caused simply for the computer design or customizations, for that reason I consider that checking with MSI* support would be recommended. In that way they can provide us further recommendations in terms of BIOS and discard any possible hardware conflict.

Esteban D.

Intel Technical Support Technician

Re:Issues with a I7 8750H - Random Freezing

Esteban_D_Intel — Tue, 01 Sep 2020 23:53:17 GMT

Were you able to check the previous post?

Please let me know if you need further assistance.

Esteban D.

Intel Technical Support Technician

Re: Re:Issues with a I7 8750H - Random Freezing

JonathanOx — Fri, 04 Sep 2020 11:25:20 GMT

Hello Esteban,

So, I was no able to manage an e-mail to MSI and their web-tickets are really slow and bad system, so I had not sent anything to them yet.

I was doing my own research and I changed power options at the processor power managment.

Minimum Processor State

Battery: 05% Plugged: 50%

Maximun Processor State

Battery: 90% Plugged: 90%

So far is being performing normal.

Extra info:

I'm playing 3 video games Starcraft 1- Starcraft 2 - Counter Strike, non of them ask a lot of resources, and all my grafics are all at low.

I don't know if this is going to stress the Intel Processor.

Thanks you very much for your support.

Re:Issues with a I7 8750H - Random Freezing

Esteban_D_Intel — Fri, 04 Sep 2020 13:14:30 GMT

Hello JonathanOX,

Thank you so for the update.

I can see that after changing the power management options the computer was able to perform as expected.

It’s nice to know that you were able to find a solution; however, I consider that it is important to contact the computer manufacturer someday to see if there are any additional recommendations by the OEM to avoid the high processor usage.

I hope that after checking with them you will be able to resolve this matter.

If you need any additional information, please submit a new question as this thread will no longer being monitored

Esteban D.

Intel Technical Support Technician