Processor warranty claim (microcode issue)

[LucK03]

Hello,

I have a i7 13700kf, paired with a 4070 (previously a 3070 ti). 32gb ram ddr4, nvme ssd, h610m gigabyte MB and a 1000w psu (previously 700).

I was having crashing in games but more often in stalker 2 and space marines 2. While it was entirely random for space marines, it was specifically while trying to load stalker 2 and when compiling shaders. It was saying I ran out of video memory but obviously a 3070ti and 4070 have more than enough. I originally attempted to have my pc manufacturer RMA my cpu for me. They tested it and said it was completely fine and did not rma it. After other issues with them shipping and packing on their end they broke my gpu and upgraded me to my 4070 and eventually sent it back. Before doing this however, they claimed with the original set up when testing to check if they could RMA it said everything ran completely fine without crashing. The day I get it back with the new 4070 and 1000w psu, it continues to have the exact same issue with stalker 2.
This particular crash and error message from what I have read is specific to the microcode problem and 13th and 14th gen failing as others have reported this exact issue but my manufacturer refuses to do anything and I believe they lied to me about it running. I dont see what they have differently that it causes it to run completely fine.
I would want to see what my options if any to have a solution. Either by RMA or getting in touch with intel support through email or phone.

[JohnM_Intel]

Hello LucK03,

Thank you for reaching out and for providing such a detailed explanation of your situation. I understand how frustrating it must be to continue experiencing game crashes even after multiple hardware changes and testing, especially when the issue seems related to your CPU. I’ll do my best to assist you with this.

To help us review the case and determine the best course of action, could you please provide the following information?

1. What is the exact model of the motherboard and its BIOS version?
2. What steps have been taken to troubleshoot this issue?
3. Is there any sign of physical damage on the processor?
4. What is the make and part number of the RAM?
5. Has the processor been overclocked? Please note that if the system was overclocked, including voltage/frequency beyond the processor’s supported specifications, the warranty may be voided.
6. When did this issue start happening?
7. Where did you download the game?

Once we receive this information, we can further assess whether the processor may qualify for warranty service or if additional troubleshooting is needed before proceeding.

Regards,

John M.

Intel Customer Support Technician

[LucK03]

Hello,

1. Gigabyte H610m s2h ddr4 rev1.3
The release version is 27/09/2024
2. I have attempted to turn down settings for the game, turn down turbo boost and wattage limit. Change graphics driver. Other typical troubleshooting but those are the more technical recommended ones.
3. No. The manufacturer of the pc has checked the cpu and claim its totally in working order.
4. Unsure of part number but manufacturer is a-data technology
5. The cpu has never been overclocked. The motherboard is not capable to OC
6. When I first played stalker 2 but I have other general early on from having the pc since december 2022 crashing likely from cpu instability
7. Steam

[JohnM_Intel]

Hello LucK03,

Thank you for answering my questions. Upon checking, it appears that your current BIOS version is out of date. According to your motherboard manufacturer, a new BIOS version is available, which may help us properly isolate the issue.

Kindly confirm if this is your exact motherboard model: H610M S2H DDR4 (rev. 1.1/1.3).

If yes, please proceed to update your BIOS to version F11.

Once the update is completed, please let me know the results so we can continue with the next steps.

Regards,

John M.

Intel Customer Support Technician

[LucK03]

Hello,

I have successfully updated the bios however I am getting the same error and crashing on stalker 2.

[JohnM_Intel]

Hello LucK03,

Thank you for updating the BIOS. However, since the issue still persists, please provide a crash dump file so we can properly investigate why the crash occurs specifically when running Stalker 2.

Additionally, I kindly request that you download and run the Intel® System Support Utility (SSU) to provide us with a complete system specification. This will help us review your system information in detail.

Steps to generate the SSU report:

1. Download and launch SSU.exe from the Intel® System Support Utility for Windows*.
2. Under “Scan,” check the box Everything.
3. Click Scan.
4. Once the scan is complete, click Next.
5. Click Save and attach the file to your response.

Regards,

John M.

Intel Customer Support Technician

[LucK03]

Hello, 

I have attached a crash report i got when attempting to compile shaders, however typically i do not get an accessible crash dump. just an error message saying i am out of video memory. I have managed to successfully compile shaders once with default wattage settings and once by turning off PL2 and having PL! set to 100 watts. Looking at it, possibly may be due to thermal throttling but not beyond what the cpu is specified to handle in terms of temperature, as far as i am aware the i7 13700kf is typical to get to 100.

thanks,

Luc

[JohnM_Intel]

Hello LucK03,

Please check your personal email, as I’ve sent you a message to collect some details needed before we proceed with your processor replacement.

Regards,

John M.

Intel Customer Support Technician