B580 hang within few second on startup of any 3D app

[henry111]

I have assembled Asrock B580 with MSI 650M working well for a week. I was running Roblox for 4 hours without any issue.

Then, out of sudden, this occurred when start to run any 3D app such as Roblox or Heaven Benchmark

1. The whole screen freeze, except for mouse pointer still movable but no responsive to click or keyboard commands.

2. After ~ 10 seconds, the mouse pointer freeze as well with static noise from speaker.

3. After ~ 1 minute, BSOD showed up with VIDEO_TDR_FAILURE as attached.

Temperature ~ 50C, there will be no screen freeze for several hours if I didnt start any 3d app.

The CPU Ryzen 5 7500S does not comes with integrated graphics.

Troubleshooting steps taken: Test run Heaven benchmark and Roblox.

1. Clean format and install Win11 Pro
2. Install latest Intel driver 6647 > freeze

3. Uninstall using DDU, install old Intel driver 6325 > freeze

4. Restore BIOS default > freeze

5. Set Rebar enabled in BIOS > freeze

Please suggest any other steps before I proceed to claim warranty. Thanks.

[DeancR_Intel]

Hi henry111,

Thank you for posting in the Community.

I appreciate your patience and the troubleshooting steps you've already taken. I recommend checking for a BIOS update for your MSI 650M. Sometimes, a BIOS update can resolve compatibility issues and improve system stability. You can find the latest BIOS updates on the MSI website: B650M GAMING WIFI.

When updating the BIOS, it's important to follow the instructions carefully to avoid any errors. If you're unsure about the process, I suggest reaching out to MSI support for guidance. They can provide detailed assistance to ensure the update is performed correctly.

Here's the link for reference: Blue Screen Error: "VIDEO TDR FAILURE" with Intel® Graphics and...

Best regards, 

Dean R. 

Intel Customer Support Technician 

[henry111]

Yes, Mainboard is MSI B650 GAMING WIFI Model Name: E7E30AMS

Updated BIOS from V1.90 to latest beta V1.A2

Restored default BIOS setting

Install latest Intel Graphic Software drivers attached

Still hang up few seconds launching any 3D game, just tested common Roblox app.

If I didnt start any 3D app, system is stable.

Any other hint?

[DeancR_Intel]

Hi henry111,

I hope you're doing well. I know how frustrating it can be to deal with system issues, and I'm here to help you get to the bottom of it. To better understand what's happening, could you please send me the application and system event viewer logs from your computer? This will really help us figure out what's going on.

Here's how you can do it:

Application Event Viewer Log:

1. Right-click on the Start Button.
2. Click on Event Viewer.
3. Expand Windows Logs by clicking the chevron.
4. Right-click on Application and choose "Save All Events As."
5. Save the file and send it over, making sure to note the timestamp of the crash.

System Event Viewer Log:

1. Right-click on the Start Button.
2. Click on Event Viewer.
3. Expand Windows Logs by clicking the chevron.
4. Right-click on System and choose "Save All Events As."
5. Save the file and send it over, making sure to note the timestamp of the crash.

I really appreciate your help with this. If you run into any questions or need a hand with these steps, just let me know.

Best regards, 

Dean R. 

Intel Customer Support Technician 

[henry111]

as attached.

It hung on 8.15PM 22/3/2025 and BSOD at 8.18PM

[DeancR_Intel]

Hi henry111,

Thank you for reaching out with your inquiry. I wanted to let you know that I am currently investigating the matter internally to gather the necessary information. I understand the importance of your request, and I'm committed to providing you with accurate and helpful details.

I will get back to you as soon as I have more information. In the meantime, if you have any further questions or need assistance, please feel free to reach out.

Best regards, 

Dean R. 

Intel Customer Support Technician 

[DeancR_Intel]

Hi henry111,

To assist you further with the graphics issue you're experiencing, I kindly ask you to perform the following steps:

• Latest Graphics Driver Installation: Please ensure you have installed the latest Intel® Graphics Driver, version 32.0.101.6651 (WHQL Certified). You can download it from here.

• Clean Driver Installation: Use Display Driver Uninstaller (DDU) to perform a clean installation of the graphics driver. This can help resolve any conflicts or issues related to previous driver installations. Detailed instructions for using DDU can be found here.

Your cooperation in performing these steps is greatly appreciated and will help us expedite the troubleshooting process. If you have any questions or need further assistance, please feel free to reach out.

Best regards, 

Dean R. 

Intel Customer Support Technician 

[DeancR_Intel]

Hi henry111,

 I wanted to check in regarding the previous message about your inquiry. Have you had an opportunity to look it over? If you have any questions or need additional information, please feel free to reach out.

Best regards, 

Dean R. 

Intel Customer Support Technician 

[henry111 · Accepted solution]

I have returned the unit to vendor and they have refunded. No further action needed. Thanks.

[DeancR_Intel]

Hi henry111,

Thank you for clarifying that you have returned the unit to the vendor and received a refund. I apologize for any inconvenience you may have experienced during this process.

As no further action is needed, I will proceed with closing this thread. If you have any future questions or need assistance with Intel products, please feel free to reach out.

Best regards, 

Dean R. 

Intel Customer Support Technician