New computer keeps crashing in league/val

pixxiepie · ‎08-05-2023

Questions	Answers (N/A if not applicable)
Does your system meet the game’s minimum system requirements?	Yes
Did you already installed the Intel Graphics Driver latest release found at Intel® Graphics – Windows* DCH Drivers?	Yes
Please provide your system information by attaching the following file: 1. Download the System Support Utility tool to the system where the issue occurred. 2. Run SSU.exe. Select "Everything". Then click Scan. 3. Save the data to the text file and attach it to this report.	Done
Please describe your issue as accurately as possible.	PC hard crashes when playing league/valorant. Being on Discord app seems to increase frequency, but also crashes without. Event logger says event ID 41, Kernel power.
What distribution service did you get the game from? (example: Steam / Origin / Epic / XboxGamePass / UbisoftConnect)	Riot Games (thus far, need to test more on Steam games too)
Please provide the game's graphic/video settings when the issue occurs.	Graphic Quality (Low, Medium, High, Ultra): All Resolution (1920x1080, 3840x2160): Various Vsync (On/Off): Display (Fullscreen / Windowed/ Borderless Windowed): All
Please let us know which game API was been used when the issue occurred (examples: Vulkan, DX11, DX12, OpenGL, etc...)	Unsure
Is the power cable plugged in or not? (running on AC power or Battery?)	PC
Please provide steps to replicate the issue. These steps are very crucial to finding the root cause and fix. A screenshot to illustrate the issue is a huge plus. A video of the failure is even better! Attach to the post or provide the YouTube link.	1. Play game 2. Will eventually crash. 3. 4. n.

Highly doubt it's just riot games that crash it, am testing more with steam today. Never used to happen, but issues began about 3 months ago, but did not occur prior. Had PC for about 6 months.

Things I have tried:

Drivers updated, peripherals pulled, dusted/cleaned, dis/enabled multi-monitor in bios, manually set GPU priority for applications, disabled HDR, reinstalled client, tried boosting Arc in its controller settings, checked wattage/temperatures and all within normal range, annointed with Holy Oil.

Things I have not tried:

Reinstalling windows, Rebooting the matrix.

Any help would be greatly appreciated! Thanks!

Jose_Intel · ‎08-07-2023

Hello @pixxiepie

Thank you for posting on the Intel️® communities.

Is the issue present with older driver versions?

From the report, I noticed that the BIOS is not up to date. Please download the latest update from here: 7D25vAD

Also, please run the Display Driver Uninstaller (DDU), you will find instructions there.

After that, please perform a clean installation of the latest graphics driver again: 31.0.101.4577

Best regards,

Jose B.

Intel Customer Support Technician

Jose_Intel · ‎08-10-2023

Hello pixxiepie

We hope you are doing fine.

Were you able to update the BIOS and perform the clean installation of the driver 31.0.101.4577?

Let us know if you still need assistance.

Best regards,

Jose B.

Intel Customer Support Technician

pixxiepie · ‎08-12-2023

Hey there,

Tried doing all of those things still getting the same issues.

Please advise,

Thank you

pixxiepie · ‎08-13-2023

*update*

Just tried removing the GPU, still crashing, so I'm guessing CPU/Mobo are the most likely suspects, but I've got no spares to test them with! Confirmed it crashes with any game, it's not a riot thing, and the crashes are now getting more frequent. I'm a disabled steamer and this is my only source of income, but it's so bad I literally can't stream currently so any help would be incredibly appreciated!

CPU temp held at 50 when it crashed, just in case it helps I've included the event viewer logs for critical and error events at the time it happened.

Any thoughts of what I can do to isolate/identify the problem component? It was a self build so unless I can prove which bit's not working, I don't think I'll be able to get a replacement... If it is a hardware issue.

Thank you so much for any help you can offer!

burnerop · ‎08-13-2023

Hi @pixxiepie , I am also facing similar type of issue as yours

Jean_Intel · ‎08-14-2023

Hello pixxiepie,

Thanks for the information provided.

Since the issue is still present after removing the graphics adapter, we can discard this component. However, to discard any problem with the processor, we recommend you try the following:

Install and run the Intel Processor Diagnostic Tool. It does an overall test on the unit, and if it passes the test, it means it is working properly.
Try to load the default BIOS setting in your system. Refer to the MSI support for further indications.
Start the system in a minimal configuration. Minimal configuration: motherboard, processor, power supply unit, and one DRAM module.
Try to get a fresh image of the operating system.

Best regards,

Jean O.

Intel Customer Support Technician

pixxiepie · ‎08-17-2023

*Update*

Hey Jean,

Diagnostic tool is all green, Detault BIOS settings & and running in min. config yields the same results.

The problems are now getting worse where I'm experiencing screen-tear in games (With v-sync on and off), and I'm getting a new kind of crash where instead of freezing it looks like this:

Happens almost immediately on loading into Palia.

I'll reinstall windows now, but I'd be very surprised if that's the issue!

Jean_Intel · ‎08-14-2023

Hello burnerop,

We also recommend you open your thread for more personalized support. Please note that if the OP stops responding, this thread will be closed. If you want, you could try the recommendations we have shared on this thread.

Best regards,

Jean O.

Intel Customer Support Technician

burnerop · ‎08-20-2023

My has been resolved, thanks for your support

Jean_Intel · ‎08-17-2023

Hello pixxiepie,

Thanks for the information provided.

Since the processor passed the Diagnostic Tool, it indicates that the CPU is working as expected. However, it would be ideal to try a clean installation of the Operating System to discard the possibility of corrupted files causing the issue. Let us know the outcome, or even inform us if you can't proceed with this recommendation, so we can further investigate this matter.

Best regards,

Jean O.

Intel Customer Support Technician

Jean_Intel · ‎08-21-2023

Hello pixxiepie,

We're glad to know the information helped. Hopefully, it will help other community members. Since the thread is now solved, we will close it. If you need any additional information, please submit a new question as this thread will no longer be monitored.

Best regards,

Jean O.

Intel Customer Support Technician