XTU Gui interface crashes after monitor turns on

[SmartOne_2000]

Hi ... I set up my system to run a 12 hour AVX based stress test from XTU and went to sleep. I started the test at midnight last night and expected it to finish by 9am the following day.

I got up this morning at 6am and turned on the monitor (LG C1, 48") to check on the status of the test and saw that the GUI quit running, even in the Windows 10 tray. I checked task manager and was surprised to see that Linpack_xeon64.exe was still running...and it was since all my P and E cores were still used up to 100%.

So, the XTU GUI is gone and restarting it resets all the metrics I was hoping to see in the stress test menu, yet the stress test program is still running in the background. See below

I hope the attached log files from last night and this morning help.

Regards,

David

[AlfredoS_Intel]

Hi Smartone_2000,

Thank you for posting in Intel® Communities.

Please allow us some time to check on this. We will get back to you once we have an update.

Best Regards,

Alfred S

Intel Customer Support Technician

[SmartOne_2000]

Hello Intel?

[AlfredoS_Intel]

Hi Smartone_2000,

Thank you for your patience in waiting for an update.

Due to the complexity of the issue, please allow us more time to check on your concern.

We will get back to you as soon as possible.

Best Regards,

Alfred S

Intel Customer Support Technician

[AlfredoS_Intel]

Hi Smartone_2000,

We know that you have lodged multiple cases regarding the behavior of your Intel XTU Software. You may have provided this log that we will be asking in your previous cases; however, we need a fresh copy of it.

It would really help us if we can get more information about your system. Please download and run our Intel® System Support Utility from this page,. To run it, please press "Scan". After the scan is finished, click next and there will be a save button, giving you an option to save the logs to a text file, please do so and attach the file on your reply. You can refer to How to get the Intel® System Support Utility Logs on Windows* for instructions.

Best Regards,

Alfred S

Intel Customer Support Technician

[AlfredoS_Intel]

Hi Smartone_2000,

I wanted to check if you had the chance to read the questions that we posted. Please let me know at your earliest convenience so that we can determine the best course of action to resolve this matter.

Best Regards,

Alfred S

Intel Customer Support Technician

[SmartOne_2000]

Hi Alfred ... please see attached file.

[AlfredoS_Intel]

Hi Smartone_2000,

Thank you for sharing the logs that we have asked.

We have begun our preliminary checks on our investigation of the issue, and we would like to seek your cooperation to provide or confirm the following:

1. Have you tried running only a 12-hour AVX XTU stress test without the linpack benchmark? If yes, did you experience the same behavior?

2. What other programs were running aside from the Linpack software when you experienced the issue?

3. Are you experiencing instability issues with the CPU?

We will wait for your reply post.

Best Regards,

Alfred S

Intel® Customer Support Technician

[SmartOne_2000]

Hi Alfred:

1. I have attached the results of the 12-hour regular AVX test. It failed after 3 hours (started 11pm last night).

2. No other programs were running during the test. Al my browser tabs were put to sleep by Windows as they were minimized.

3. Yes, CPU instability issues have been rather common, from so-called GPU driver errors or random BSOD.

Best Regards,

David

[AlfredoS_Intel]

Hi Smartone_2000,

Thank you for the information that you shared.

I know that you raised a problem with the Intel Extreme Tuning Utility; however, when I noticed that your processor is an i9-13900K, the issues that you are having with stress testing can be stemming from the system wide instability issues that you are experiencing with the processor.  I also checked the logs and it appears you are on the latest BIOS already, were you experiencing instability issues prior to updating the BIOS?

As an additional question, have you loaded Intel default settings or basically resetting the BIOS to defaults after you updated?

Looking forward to your reply.

Best Regards,

Alfred S

Intel Customer Support Technician

[SmartOne_2000]

Yes, yes, and yes.

[AlfredoS_Intel]

Hi Smartone_2000,

Thank you for your response.

Since you are having instability issues with the processor that you are using, it could be the reason why programs, in your case Intel XTU, crashes or closes down after some hours of use.  That said, I will confer with our engineers if this would be the best course of action for your concern.

Please allow us some time to check, we will get back to you once we have updates.

Best Regards,

Alfred S

Intel Customer Support Technician

[AlfredoS_Intel]

Hi Smartone_2000,

Thank you for waiting for our update.

After careful checking, it seems that the issue that you are experiencing with Intel XTU is due to the instability problems affecting the processor.

To further check this, kindly download and run our Intel Processor Diagnostic Tools, and reply with the logs attached. Click File then View logs to save the data to a text file.

We look forward to your response regarding our post.

Best Regards,

Alfred S

Intel Customer Support Technician

[SmartOne_2000]

Please see attached file.

[AlfredoS_Intel]

Hi Smartone_2000,

Thank you providing those information.

Please allow us some time to check on this. 

We will get back to you as soon as we have updates.

Best Regards,

Alfred S

Intel Customer Support Technician

[AlfredoS_Intel]

Hi Smartone_2000,

Thank you for your patience in waiting for an update.

Our engineers are in the middle of the investigation, and they would like to confirm a few things below:

1. Have you already done an a XTU reinstall and ensured there were no overclock changes and tried to run XTU test again?

Kindly let us know of your answer regarding this question.

Best Regards,

Alfred S

Intel Customer Support Technician

[SmartOne_2000]

Yes, fresh re-install of XTU and still fails with Intel Defaults bios settings. I don't overclock since I don't have the best air circulation in my rig.

[AlfredoS_Intel]

Hi Smartone_2000,

Thank you for the confirmation.

We will factor the new information that you provided in our investigation.

Please allow us some time to check on your concern. We hope for your understanding regarding this

We will get back to you as soon as we have updates.

Best Regards,

Alfred S

Intel® Customer Support Technician