Random reboot when playing X4

[gwertheim]

Hello,

1. What is the graphics driver you are using
   • 32.0.101.8826 Fresh install
2. Tell us the name of the game or application and where to obtain it (Steam, Epic, etc.)
   • X4: Foundations by Egosoft
3. Provide us with the Intel SSU report from your system.
   • Intel SSU in text doc 
   • Lian Li A3 ATX case
     5900x
     Intel Arc B580
     Corsair SF1000 PSU
     Asus Tuf B550m motherboard
     WD Black SN850X OS drive
     WD Black SN770 storage drive
     Nocuta D15 cooler
4. Tell us the steps to reproduce the issue (this is very important!).
   • Started happening on the 19th
   • Most times when this happened, I was going in a elevator to a different area of the station 
   • This has happened many times in a day, each time I had HWinfo confirming it's not a temp issue
   • One of my co workers mentioned I might want to check Windows Event Viewer, there might be a crash report
   • The computer has rebooted from a bugcheck. The bugcheck was: 0x00000116 (0xffff86856f3e7010, 0xfffff8076ae225b0, 0x0000000000000000, 0x000000000000000d). A dump was saved in: C:\WINDOWS\Minidump\062226-4890-01.dmp. Report Id: 3e0079c8-efd1-4213-a1ab-c3d8f24057f5.

Let me know if you need anymore info or the dmp file from one of the crashes

[Shane_Intel]

Hello gwertheim,

Thank you for reaching out to us via community. To further assist you with your concern and to provide you with the best possible support, could you please provide the following information?

• Have you tried to use DDU to install the latest graphics driver?
• Have you tried to roll back the driver?
• Can you confirm if the Re-Bar is enabled in the BIOS?
• Can you salso share a screenshot of the game settings?

I look forward to your response. Thank you and have a nice day!

Best regards,

Shane E.

Intel Customer Support Technician

[gwertheim]

• Have you tried to use DDU to install the latest graphics driver?
  • Right after I made this post, so far so good
• Have you tried to roll back the driver?
  • I picked up the game last week after not playing it for 2 yrs so I would not have a reference to how it worked on old drivers. I'll try that out if the problem continues 
• Can you confirm if the Re-Bar is enabled in the BIOS?
  • 
  • 
• Can you also share a screenshot of the game settings?
• 
• 

[Shane_Intel]

Hello gwertheim,

Thank you for the update, and for providing the requested information.

I just wanted to clarify; you mentioned that after doing a DDU the system is good. May I know if the issue persisted or your system now run perfectly fine?

In will look forward to your response.

Thank you and have a nice day!

Best regards,

Shane E.

Intel Customer Support Technician

[gwertheim]

Hello Shane,

It is still an issue.

Let me know if you need anymore info from me

[Shane_Intel]

Hello gwertheim,

Thank you for the clarification, since the issue still persists, I will be coordinating the concern with my team to further investigate the issue. Rest assured that as soon as an update is provided, I will inform you immediately.

Thank you for understanding and cooperation.

Best regards,

Shane E.

Intel Customer Support Technician

[Shane_Intel]

Hello gwertheim,

Thank you for patiently waiting for our update, as discussed with my team, would it be possible for you to check the following.

1. Can you check for overheating? Ensure that your GPU is not overheating. Check the temperatures using monitoring software and clean any dust from the fans and heatsinks.
2. Can you run a hardware diagnostic? You may use the hardware diagnostics tools provided by your system manufacturer to check for any hardware issues.
3. Have you tried to test RAM? Run the Windows Memory Diagnostics tool to check for memory errors. Faulty RAM can sometimes cause these types of crashes.
4. Have you tried to disable hardware acceleration: If you are using applications that utilize hardware acceleration (like web browsers or video players), try disabling this feature.
5. Also, if possible, test the old available driver version for testing?

I look forward for your response. Thank you and have a wonderful day!

Best regards,

Shane E.

Intel Customer Support Technician

[gwertheim]

1. Can you check for overheating? Ensure that your GPU is not overheating. Check the temperatures using monitoring software and clean any dust from the fans and heatsinks.
   • GPU isn't even close to overheating 
2. Can you run a hardware diagnostic? You may use the hardware diagnostics tools provided by your system manufacturer to check for any hardware issues.
   • No hardware issues
3. Have you tried to test RAM? Run the Windows Memory Diagnostics tool to check for memory errors. Faulty RAM can sometimes cause these types of crashes.
   • 
4. Have you tried to disable hardware acceleration: If you are using applications that utilize hardware acceleration (like web browsers or video players), try disabling this feature.
   • I have never had this issue before with any video playing while I play any game. This time I only had the game and HWiNFO running
5. Also, if possible, test the old available driver version for testing?
   • Current driver is Version: 32.0.101.8860 which came out June 30th. I updated it before I did my latest round of testing. I did not have any crashes or any issues I was experiencing over the last week or two. One thing I would suggest is to find a way to save your previous fan curves and other settings when you do a clean install of the latest driver

Let me know if you need more info

[Shane_Intel]

Hello gwertheim,

Thank you for the prompt response and for providing the result of the additional troubleshooting.

You mentioned that you are not having an issue with the driver 32.0.101.8860, is there anything else I can assist with?

Best regards,

Shane E.

Intel Customer Support Technician

[gwertheim]

I spoke too soon.

I happened again. Temps were within normal range as everything froze up

[Shane_Intel]

Hello gwertheim,

Thank you for the clarification, since the issue still persists, I will be coordinating the concern with my team to further investigate the issue. Rest assured that as soon as an update is provided, I will inform you immediately.

Thank you for understanding and cooperation.

Best regards,

Shane E.

Intel Customer Support Technician

[gwertheim]

Next time I play, I will record the data from HWiNFO to see if it will give you any bit of information on what my system is like before it crashes.

[gwertheim]

Spent 5 hrs playing without doing anything else but recording the data from HWiNFO. I tried watching a YouTube video on my other monitor and it crashed. Not sure if that helps at all

[gwertheim]

I was playing today and it happened when I had no other applications open.

so who knows what triggers the shutdown.

I am at the point where I am keeping the card to help you guys track down the problem. Once that's done I am getting something else and my B580 is going in my media server that I am trying to put together.

Let me know what you want to do next

[gwertheim]

I tried to update to the latest driver.

Anything you can suggest?

[gwertheim]

Tried to update to the latest drivers but It's still crashing.

I am not sure what damage these crashes are doing to my computer.

I need to pull the card, I am sorry we couldn't find the source of this problem

[Shane_Intel]

Hello gwertheim,

Thank you for patiently waiting for our update and for providing more information regarding the concern.

We have tried to replicate the issue on our end with the same system configuration that you have. We played the game for more than an hour and left the system open as well as the game for 24 hours. Also, played YouTube while playing for more than 5 hours and we didn't encounter any issues.

• Can you try performing OS reinstallation to further isolate the issue?
• Also, can you please try using the graphics card on another known working system?

We will wait for your response and the outcome of the additional provided troubleshooting.

Best regards,

Shane E.

Intel Customer Support Technician

[gwertheim]

Hello Shane,

It's too bad you couldn't replicate my situation. I do not have this issue with any other game.

I am unable to do a full OS reinstall for at least the next month and a half due to my summer work hours.

My only other computer is a media server that is running a 4790k. Not sure if it is even worth putting the b580 in it.

I am sorry but I am unable to dedicate the time needed to do what's requested until September.

[gwertheim]

Looks like there was some damage done by the constant reboots.

Will be doing a fresh install when I get home from work.

[Shane_Intel]

Hello gwertheim,

I understand the situation and I apologize for the inconvenience.

Do let me know the result of the OS installation once done.

I will wait for your update.

Best regards,

Shane E.

Intel Customer Support Technician

[gwertheim]

OS reinstall and game install is done