Intel® Core™ i9 processor 14900HX Gen14th

[Adam93]

I have a new MSI Raider GE78 HX 14VIG with Intel® Core™ i9 processor 14900HX 14th Gen for two weeks. Recently the laptop will crashing randomly. Could I know how to solve the problem as affecting my work progress? 

[RandyT_Intel]

Hi Adam93,

Thanks for posting in our community. To help resolve your issue, I need some more details:

• When did the issue start?
• Were any recent Windows updates installed before it started?
• Which task or software were you using when it crashed?
• Is your laptop overheating?
• Did you see any error messages during the crash?
• What troubleshooting steps have you tried so far?

Thanks for your cooperation.

Randy T. 

Intel Customer Support Technician

[Adam93]

• When did the issue start? After 1 week i purchased.
• Were any recent Windows updates installed before it started? it happened before window update and also window update
• Which task or software were you using when it crashed? did not run any software. It will automatic crashed after on few mins
• Is your laptop overheating? no
• Did you see any error messages during the crash? kmode exception not handled, page fault in nonpaged area 
• What troubleshooting steps have you tried so far?try to reinstalled Windows but problem still exists.

[WrongedByCS]

This is the issue from gamers lab and other outlets. 
RMA it. (the process will be painful) 

[RandyT_Intel]

Hello Adam93,

Thank you for providing answers to my probing questions. I observed that the issue occurs before the update and that you have already tried reinstalling the operating system. The KMODE_EXCEPTION_NOT_HANDLED error code usually occurs due to corrupt or missing drivers on the system.

To proceed, I would like to request the following:

Device Manager Inspection:

Open Device Manager (press Win + X and select Device Manager) and check for any devices with a yellow warning triangle. This symbol indicates a potential issue with the driver. If you find any, right-click on the device and choose Update driver to resolve the issue.

Run Intel System Support Utility (SSU):

Download and run the Intel® System Support Utility for Windows* from the Intel website.

Save the report file and share it with me so I can check the driver versions and components of the system. This will help diagnose the issue.

Driver and BIOS Updates:

Ensure that all your drivers are up to date. You can find the latest drivers on the manufacturer's website.

Also, check for BIOS updates, as an outdated BIOS can cause compatibility issues with newer drivers.

Please also note that the issue regarding the 13th and 14th-generation processors does not affect mobile segments or laptops according to Intel.

In addition, your device is an OEM product, and we will do our best to assist you with general troubleshooting steps, even if the issue is not traditionally covered by our support. However, if the problem persists, you may need to contact the Original Equipment Manufacturer of your device. The manufacturer may have altered features, incorporated customizations, or made other changes to some components to ensure better compatibility with your system.

I look forward to your response with the requested details.

Randy T. 

Intel Customer Support Technician 

[Ernesto_C_Intel1]

Hi Adam93, 

I'm reaching out to you on behalf of my technician. I would like to ask if you were able to check inspect your device manager, obtain an SSU scan for our further investigation on the issue, and update your drivers and BIOS. We need your feedback to further help you with the BSOD error KMODE_EXCEPTION_NOT_HANDLED that you've previously encountered.

Best Regards, 

Ernesto

Intel Customer Support Engineer

[RandyT_Intel]

Hello Adam93,

Since I haven't received a response from you, I will be closing this inquiry. If you need further assistance, please submit a new question, as this thread will no longer be monitored.

Randy T

Intel Customer Support Technician