I upgraded the CPU from 8700K to 13500 still did not improve the crash problem

[lunakid]

I saw another user say that he used specific software to run the game after the crash, but I mostly use it for games, I found that it seems that as long as the game effect settings are adjusted to advanced, even if the graphics card can run the game smoothly, there is a chance of a crash after just a few hours, but playing some games that do not increase the pressure on the graphics card does not occur, at least so far.
This makes me guess that the pressure of the graphics card may be one of the reasons for the crash?

[DeividA_Intel · Accepted solution]

Hello lunakid, 

Thanks for your patience. In order to continue with the investigation I would like to confirm the following:

1. Did you tried reinstalling the operating system?

2. Did you test a different power supply?

Regards,  

Deivid A.  

Intel Customer Support Technician  

[lunakid]

1. Did you tried reinstalling the operating system?

  YES

2. Did you test a different power supply?

  No,The power supply is replaced with the graphics card (750W) temporarily did not intend to buy another to test and no one can lend me to test.

[DeividA_Intel]

Hello lunakid, 

Thanks for the response. However, I would like to double-check the following:

1. Did you mark as "Solution" the previous post because you found a fix? Was it a mistake?

2. When you said "The power supply is replaced with the graphics card (750W) temporarily", what did you mean? Can you explain it to me?

Regards,  

Deivid A.  

Intel Customer Support Technician  

[lunakid]

Sorry, that was my mistake, I do not know how to solve this problem, the power supply is bought together with the A770, I do not have other power supply to test.

[DeividA_Intel]

Hello lunakid, 

Thanks for the confirmation. I will proceed with the investigation and get back to you as soon as possible.

Thanks for your time.

Regards,  

Deivid A.  

Intel Customer Support Technician  

[DeividA_Intel]

Hello lunakid, 

Thanks for your collaboration. In order to continue further, I will need the memory dump log that is generated in Windows.

You can follow these steps if you are not sure how to get the memory dump log: 

• https://learn.microsoft.com/en-us/troubleshoot/windows-client/performance/generate-a-kernel-or-complete-crash-dump

Regards,  

Deivid A.  

Intel Customer Support Technician  

[lunakid]

My computer can not generate that file, when the crash occurred can only force the computer power off, it is not the traditional blue screen crash, the computer is like a direct loss of signal but still in the power state, the manual way can not generate memory.dmp, the computer as if the crash did not occur as no record file left.

[DeividA_Intel]

Hello lunakid, 

I understand that you cannot generate the memory dump log. I will continue with the investigation and back to you with additional information or if a need any other details.

Regards,  

Deivid A.  

Intel Customer Support Technician  

[lunakid]

I made a mistake in the event log today, I'm not sure if this will help? But that's all I can provide now.

[DeividA_Intel]

Hello lunakid, 

Thanks for your patience. At this point, I can recommend you get in contact with us directly to discuss the warranty option available for you. If the issue were to persist with the new card then this could mean that the crash is coming from a different component (CPU, motherboard, RAM, etc.)

Feel free to use any of the following methods: 

1. Chat support: https://intelsupportchat.secure.force.com/icslivechat/ics_tech_processor_ww_english_Chat

2. For phone support, depending on your location, you will see the contact information on the links below:  

- EMEA contact information: https://www.intel.com/content/www/us/en/support/topics/support-phone-list.html

- APAC contact information:  https://www.intel.com/content/www/us/en/support/topics/support-phone-list.html

- LAR contact information: https://www.intel.la/content/www/xl/es/support/topics/support-phone-list.html   

- North America: Phone Number 1-916-377-7000, Monday – Friday 7:00 AM to 5:00 PM (Pacific Time).  

Please keep in mind that this thread will no longer be monitored by Intel.  

Regards,  

Deivid A.  

Intel Customer Support Technician