Persistent CPU Overheating Issue – Casper Excalibur G870

[Bayrakdar]

Dear Support Team,

I have been using my Casper Excalibur G870 laptop for over a year, and since the day of purchase, I have been experiencing consistent CPU overheating issues.

Despite sending the device to your authorized service center, the problem has not been resolved. During gaming sessions, CPU temperatures typically range between 90–100°C, and when monitored using HWiNFO, I have observed temperatures peaking at 106°C, with an average around 88–89°C.

Currently, I do not experience any system freezes, lag, or frame drops during usage. However, I am concerned about the long-term impact of such high temperatures on the system’s performance and hardware longevity.

As a user, I kindly request your expert opinion and assistance in determining whether this level of heat is within acceptable operational limits or if it indicates a hardware or thermal management issue that requires further attention.

I appreciate your support and look forward to your guidance.

Kind regards,

[KennethB_Intel]

Hello Bayrakdar,

Thank you for reaching out to our Intel Community forum and providing detailed information regarding the CPU overheating issue on your Casper Excalibur G870. I understand your concern, especially since the device has been experiencing high temperatures since purchase, and the issue persists even after service center intervention.

To assist further, I would like to ask a few additional questions to better understand the situation:

1. May I know if the laptop is placed on a flat, hard surface during use, or is it used on soft surfaces like beds or couches?
2. Have you noticed if the fans are running loudly or constantly during usage?
3. Could you please tell us the troubleshooting steps you have already performed to address the issue so we can check this further?
4. Have you monitored the GPU temperatures as well, or only the CPU?
5. Could you confirm if the thermal paste has ever been reapplied or checked during the previous service?
6. Could you please provide us the SSU logs of your system? You can find instructions on How to get the Intel® System Support Utility Logs on Windows*

Your answers will help determine the next steps and whether further inspection or adjustments are needed. I will wait for your response so I can continue assisting you.

Thank you!

Best regards,

Kenneth B.

Intel Customer Support Technician

[Bayrakdar]

Hello Kenneth,

My laptop is always placed on a cooling stand and never used on soft surfaces like beds or couches.
Yes, the fans are constantly running during use.
I tried undervolting the CPU to reduce temperatures, but I had to revert the changes because it caused a noticeable performance loss.
My GPU temperature is also quite high, ranging between 80–86°C.
The thermal paste and maintenance were done about a month ago.

I am sending you the information you requested.

I recorded an HWiNFO log while playing a game. I’m not sure if this will help you, but I’m sharing it just in case.

Thank you very much in advance for your support.

Have a great day!

Best regards,
Bayrakdar

[KennethB_Intel]

Dear Bayrakdar,

Thank you again for your detailed response and for sharing the HWiNFO log. I understand your concern regarding the high CPU and GPU temperatures, and I appreciate your efforts in trying to resolve the issue.

For troubleshooting, I kindly suggest the following steps:

1. Check if the BIOS is updated to the latest version. If not, please update it and observe if there is any improvement in thermal performance.
2. Reset the BIOS settings to default to ensure no custom configurations are affecting the system behavior.
3. Update the graphics driver to version 32.0.101.7076 (Latest). This may help optimize GPU performance and reduce thermal load.

If issue persist after the steps above, I would like to ask a few more questions:

1. May I know where you usually monitor the overheating issue? Is it only through HWiNFO, or do you use other tools as well?
2. Does the overheating only occur during gaming sessions, or do you also notice high temperatures during idle, regular usage, browsing, or video playback?

I will wait for your response. Please let me know once these steps are completed.

Best regards,

Kenneth B.

Intel Customer Support Technician

[Bayrakdar]

Hello Kenneth,

First of all, I apologize for the delayed response.

1. The BIOS is currently up to date.

2. All laptop settings are set to default.

3. The GPU driver has been updated to the latest version.

I identified the overheating issue using tools such as CoreTemp64 and HWiNFO. Afterwards, I tested the device using the OCCT stress test for about 40 minutes, and no problems were detected during the test. However, when I start gaming, the temperatures rise significantly within 7–10 minutes, which negatively affects my gaming experience.

I have reported this issue to the official Casper service, but they told me that there was no problem and that I should not be concerned. Still, I believe that the motherboard may fail within two years if this continues.

I’m not sure what can be done about this situation, but I appreciate your attention and support.
Thank you again, and I wish you good work.

Best regards,

Bayrakdar

[KennethB_Intel]

Hello Bayrakdar,

Thank you very much for the update. I appreciate your patience while I continue to look into this matter.

Please allow me some time to conduct a more thorough internal investigation to better understand the issue and identify the appropriate steps to take.

I will make sure to provide you with an update as soon as possible once I have more information to share.

Thank you.

Best regards,

Kenneth B.

Intel Customer Support Technician

[KennethB_Intel]

Hello Bayrakdar,

Thank you for your patience. Upon checking internally, please be informed that CPU temperatures ranging from 90°C to 100°C, with peaks up to 106°C during gaming, are technically within Intel's maximum thermal limits. However, these temperatures are considered dangerously high for sustained operation. Prolonged exposure to such heat levels may significantly reduce the hardware's lifespan and could potentially lead to premature component failure.

If any issues occur in the future, I recommend contacting Casper (OEM) directly. Since this thermal concern has been persistent since the time of purchase and remains unresolved despite authorized service intervention, it may indicate a possible design flaw or manufacturing defect. This situation requires further investigation at the manufacturer level.

Since there is no further action required on our end as of this time, we will now proceed to close this case.

Best regards,

Kenneth B.

Intel Customer Support Technician