Core I7-13700 shutting down problem with intel benchmark and others

[padeossa]

Greetings

I just bought a Core I7-13700 integrated with a Z790 UD AC from gigabyte mother boards and ddr5 5600 ram from corsair

The computer can run for hours stable, and perform the usual task with no problem, The CPU and GPU are not overheating, but, its is impossible to perform benchmarks, including the extreme tuning utility from intel.  In the exact moment that i press to start the intel benchmark the system shuts down.

In the attachments are the SSU log and a log file from the intel extreme utility where a push the processor with another benchmark and where in one test (compression of the passmark bench) makes the computer fail. 

[DeividA_Intel]

Hello padeossa,  

Thank you for posting on the Intel® communities. I am sorry to know that you are having issues with your Intel® Core™ i7-13700 Processor.   

If the issue is still present, please provide the following, if not just let me know:  

1. Run the Intel® Processor Diagnostic Tool and attach the report?

• https://www.intel.com/content/www/us/en/download/15951/intel-processor-diagnostic-tool.html

2. Is this issue happening with games or other apps?

3. Was the issue present out of the box? Or, is it recent?

4. Do you get an error or blue screen of death?

Best regards, 

Deivid A.  

Intel Customer Support Technician 

[padeossa]

1. The test failed and the computer rebooted

2. Yes, some time fail with the intel benchmark and sometimes doesn't for example

3. Out of the box

4. No just a reboot

[DeividA_Intel]

Hello padeossa, 

Thanks for the information provided. Before I continue further, please try the following:

1. Do you get any LED or beep code from the motherboard when the unit reboots?

2. Try to set the BIOS settings to default.

3. Try to clear the CMOS. You may need to check with Gigabyte for the steps.

Best regards, 

Deivid A.  

Intel Customer Support Technician

[padeossa]

Hi,

1. Do you get any LED or beep code from the motherboard when the unit reboots?

no, the shutdown is instantaneous

2 and 3

I cleared the CMOS and reset th bios values to default and the result is the same, even more, with the default values the system  is more unestable.

You can find the intel bechmark without GPU with the defualt values  in the file MonitorLog2023-06-27_11-47-12-027_no_gpu 

[DeividA_Intel]

Hello padeossa, 

Thanks for the confirmation. Before I continue further, I would like to confirm the following:

1. Have you tested a different CPU with your motherboard?

2. Did you confirm with Gigabyte that all your components are compatible with the motherboard?

Best regards,  

Deivid A.  

Intel Customer Support Technician  

[padeossa]

hi

1- Sorry, i don't have extra CPUs to test

2- Yes it's confirmed, the RAM es in the supported list of the motherboard, and of course the processor. 

[DeividA_Intel]

Hello padeossa, 

Thanks for the confirmation. Based on the information provided and the troubleshooting steps taken, I recommend you get in contact with us so we can provide you with the warranty options available to you.

You can use this thread as a reference. 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