14900K - Unable to install XTU - Unsupported Platform

[Smoke2049]

I am unable to install XTU on my 14900k system, the error encountered is stating the system is an unsupported platform.

I was previously able to install XTU however it would not start stating missing drivers. I downloaded the newest version and once the previous copy was uninstalled, the new version produces the error when attempting to install.

I have followed the steps to complete an uninstall of XTU as outlined here:

https://www.intel.com/content/www/us/en/support/articles/000032459/processors/processor-utilities-and-programs.html

Note: My 14900k has experienced stability issues in line with what has widely been reported at this point.

I have attached the installer log for review. 

[ACarmona_Intel]

Hello Smoke2049,

Thank you for posting in our communities.

I will investigate the issue more deeply and get back to you once the answer is available.

Thank you so much for your understanding.

Best regards,

Carmona A.

Intel Customer Support Technician

[ACarmona_Intel]

Hello Smoke2049,

Thank you so much for patiently waiting on our response.

In order for us to further isolate the issue, please provide the following details:

1. Could you please provide the SSU logs so we can review the system configuration and motherboard model?

2. Have you already performed the BIOS update?

3. Please try loading the BIOS to its default settings.

5. Was XTU functioning properly before?

We look forward to your response!

Best regards,

Carmona A.

Intel Customer Support Technician

[Smoke2049]

Hi Team, 

Thank you for your response. I can confirm the SSU log was included in the OP.

Regarding the secondary questions, I can confirm I am running the latest bios and Intel default settings are applied.

XTU would not function previously, after a reinstall of XTU it would not start due to missing drivers.

I then installed the newest version and now it is reading as unsupported.

The bios is currently running Intel defaults. The bios is F10e for my z790 Aorus extreme, this includes the latest update for the Intel APO framework.

Kind Regards, 

[ACarmona_Intel]

Hello Smoke2049,

Thank you so much for providing us with the information that we have requested.

Upon checking, the only file that you have shared with us is the XTU logs. We would like to ask for the SSU logs so we can review the system configuration and your motherboard model.

You may refer to this link for instructions on how to generate the SSU logs: How to Get the Intel® System Support Utility Logs on Windows. Please send us the generated SSU.txt file.

We will be waiting for your response, and if you have any questions, please let me know.

Best regards,

Carmona A.

Intel Customer Support Technician

[AlfredoS_Intel]

Hi Smoke2049,

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

[Smoke2049]

Hi Alfred, 

Apologies for the late reply, I can confirm that a ticket was raised with Customer support as the CPU was exhibiting further aberrant behavior and they have confirmed the cpu is defective and I am currently in the process of RMA for the processor.

I will try to install the software again once the replacement CPU has arrived and has been reinstalled.

Kind Regards,  

[AlfredoS_Intel]

Hi Smoke2049,

Thank you for the update.

We will check with you after some time.

Best Regards,

Alfred S

Intel Customer Support Technician

[AlfredoS_Intel]

Hi Smoke2049,

I wanted to check if you already have the replacement CPU and ready to provide the logs that we have requested. 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

[AlfredoS_Intel]

Hi Cary,

I wanted to check if you had the chance to test the XTU Software again after receiving the replacement processor.

If it still doesn’t work, kindly provide the following information, so we can further check:

1.                                                  Open Device Manager -> Processors:

2.                        Right-click one of the processor nodes -> Properties

3.                                                                       Go to Details tab

4.                                  Select Hardware Ids in the Property drop-down

5.                                                               Send back a screenshot.

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

[AlfredoS_Intel]

Hi Smoke2049, 

We need to close this thread since we have not gotten a response from you: maybe because you are busy or preoccupied at the moment. We know that this is important for you to get it resolved and it is also equally important for us to give you the right solution; as much as we would like to assist you, we need to close it to attend to other customers. 

We hope for your consideration and understanding on this one.

If you need any additional information, please submit a new question as this thread will no longer being monitored.

Thank you for contacting Intel® and have a great week!

Best Regards,

Alfred S

Intel Customer Support Technician