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BSOD: KMODE_EXCEPTION_NOT_HANDLED Caused By Address : ntoskrnl.exe+1c2390 Intel Diagnostics test MMXSSE test fail: ..could not load DetectUtils64.dll

Crashdump:

==================================================

Dump File        : 051620-10593-01.dmp

Crash Time       : 16.05.2020 20:54:59

Bug Check String : KMODE_EXCEPTION_NOT_HANDLED

Bug Check Code   : 0x0000001e

Parameter 1      : ffffffff`c0000005

Parameter 2      : fffff807`05f23739

Parameter 3      : 00000000`00000000

Parameter 4      : ffffffff`ffffffff

Caused By Driver : ntoskrnl.exe

Caused By Address : ntoskrnl.exe+1c2390

File Description :

Product Name     :

Company          :

File Version     :

Processor        : x64

Crash Address    : ntoskrnl.exe+1c2390

Stack Address 1  :

Stack Address 2  :

Stack Address 3  :

Computer Name    :

Full Path        : E:\WINDOWS\Minidump\051620-10593-01.dmp

Processors Count : 16

Major Version    : 15

Minor Version    : 18362

Dump File Size   : 1.594.580

Dump File Time   : 16.05.2020 21:02:56

==================================================

 

Diagnostic tool dump:

 

--- Genuine Intel Test ---

...

Version 1.0.16.64b.W

...

 

Expected -- GenuineIntel

Detected -- GenuineIntel

 

Genuine Intel CPU Module Success

 

--- Brand String Test ---

...

Version 1.0.20.64b.W

...

 

IntelR CoreTM i9-9900K CPU 3.60GHz

 

Brand String Module Success....

 

 --- Cache Test ---

...

Version 1.0.16.64b.W

...

 

 --- Reading Cache Size ---

 

 - Detected L1 Data Cache Size -- 32

 - Detected L1 Inst Cache Size -- 32

 - Detected L2 Cache Size -- 256

 - Detected L3 Cache Size -- 16384

 

Cache Module Success

 

 --- MMXSSE Test ---

...

Version 1.0.22.64b.W

...

..

..could not load DetectUtils64.dll

..

 

 

PC Specs by CPUZ-ID:

 

https://pastebin.com/5CUA9qBR

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NWiwi, Thank you for posting in the Intel® Communities Support.

 

Just to let you know, the MMX/SSE test detects which MMX & SSE, SSE2, SSE3, SSSE3, SSE4 instruction sets are supported on the processor being tested. If the instruction set is supported then the test will execute all MMX & SSE instructions for the supported instruction sets. The test will display which features were detected and thus tested, as you can see here on page 24:

https://www.intel.com/content/dam/support/us/en/documents/processors/sb/theintelprocessordiagnostict...

 

What is the model of the motherboard?

Is this a new computer?

Was the Intel® Processor working fine before when you ran the test?

Did you make any recent hardware/software changes?

When did the issue start?

Which Windows* version are you using?

Just to confirm, you mentioned that you get a BSOD, this is while you are running the tool, or is it when you are normally using the computer that you suddenly get the BSOD?

Is there any other particular reason why you were running the Intel® Processor Diagnostics Tool, did you detect any other kind of problems with your system?

 

Any questions, please let me know.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

 

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Thank you for your fast reply :)

 

Model of Mainboard: ROG MAXIMUS XI Hero

Manufacturer: ASUSTeK COMPUTER INC.

 

Bios brand: American Megatrends Inc.

Bios version: 0702

Bios date: 12/21/2018

 

The Computer is running in this Setup since 1.5 -2 years.

 

The processor was running fine. I just tried to troubleshoot the BSOD's and shoot into every direction hence the Diagnostic Tool.

 

The Issue started about 4 months ago with only 1 game, which i considered to be the culprit, hence i didn't tackle it any harder at that time.

 

No Hardware changes, lots of software changes to try and fix the issue.

 

Windows Version: 1909

Build: 18363.836

 

I updated all drivers by hand and tried it again, everything went fine, but just now another BSOD occured:

 

==================================================

Dump File        : 051920-8343-01.dmp

Crash Time       : 19.05.2020 02:02:36

Bug Check String : SYSTEM_SERVICE_EXCEPTION

Bug Check Code   : 0x0000003b

Parameter 1      : 00000000`c0000005

Parameter 2      : fffff803`83114c86

Parameter 3      : fffffb8a`4eace5c0

Parameter 4      : 00000000`00000000

Caused By Driver : ntoskrnl.exe

Caused By Address : ntoskrnl.exe+1c2390

File Description :

Product Name     :

Company          :

File Version     :

Processor        : x64

Crash Address    : ntoskrnl.exe+1c2390

Stack Address 1  :

Stack Address 2  :

Stack Address 3  :

Computer Name    :

Full Path        : E:\WINDOWS\Minidump\051920-8343-01.dmp

Processors Count : 16

Major Version    : 15

Minor Version    : 18362

Dump File Size   : 1.471.572

Dump File Time   : 19.05.2020 02:04:00

==================================================

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NWiwi, You are very welcome, thank you for providing that information.

 

Just to clarify the information, when you get a BSOD, this is while you are running the tool, or is it when you are normally using the computer that you suddenly get the BSOD?

Did you run the Intel® PDT, did the Intel® Processors passed the test?

Please provide the Intel® PDT report, when the test is complete, select "File" then "View File Report" save it and paste the file in the thread.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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I get the BSOD when normally using the Computer.

I didn't pass the test since it fails at some point

 

Here the report:

--- IPDT64 - Revision: 4.1.4.36

--- IPDT64 - Start Time: 19.05.2020 21:23:07

 

CPU1

Genuine Intel CPU Test

Module Version: 1.0.16.64b.W

Start Time: Tue May 19 21:23:08 2020

Test Result - PASS

Expected: GenuineIntel

Detected: GenuineIntel

End Time: Tue May 19 21:23:08 2020

Total Time: seconds: 0

--------------------------------------------------------------------

CPU1

CPU Brand String Test

Module Version: 1.0.20.64b.W

Start Time: Tue May 19 21:23:08 2020

Test Result - PASS

Expected: Intel(R) Core(TM) CPU @

Detected: Intel(R) Core(TM) i9-9900K CPU @ 3.60GHz

Intel(R) Core(TM) processor detected..!!..

End Time: Tue May 19 21:23:08 2020

Total Time: seconds: 0

--------------------------------------------------------------------

CPU1

Cache Test

Module Version: 1.0.16.64b.W

Start Time: Tue May 19 21:23:08 2020

Test Result - PASS

 

 --- Reading Cache Size --- 

 

- Detected L1 Data Cache Size --> 32

- Detected L1 Inst Cache Size --> 32

 

- Detected L2 Cache Size --> 256

- Detected L3 Cache Size --> 16384

 

Cache Size Test Passed!!!

 

End Time: Tue May 19 21:23:08 2020

Total Time: seconds: 0

--------------------------------------------------------------------

 

System Information

------------------

Processor Name: Intel(R) Core(TM) i9-9900K CPU @ 3.60GHz

Processor Information: Family 6 Model 158 Stepping 12

Number of Physical Cores: 8

Number of Logical Cores: 16

Operating System: Microsoft Windows 10 Pro 64-Bit

Graphics Information: NVIDIA TITAN Xp

--------------------------------------------------------------------

 

--- IPDT64 - End Time: 19.05.2020 21:23:08

--- IPDT64 - Result: Fail

--------------------------------------------------------------------

 

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NWiwi, Thank you very much for letting us know those results.

 

If the Intel® Core™ i9-9900K Processor did not pass the Intel® Processor Diagnostics Tool test, it indicates that there might be a hardware problem with it and it needs to be replaced.

When did you purchase the Intel® Processor? 

 

We recommend to get in contact directly with the Place of Purchase, normally they have a 30-day warranty period, to verify the warranty options available for the unit for the warranty replacement. Or we can also replace it for you in the case you prefer that alternative.

Please let me know which option works better for you.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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The order arrived and was placed in March 2019 the day of arrival was the 19th. I am in contact with Amazon (place of purchase) and will try to get it exchanged that way. If that fails i would like an replacement if that is possible.

 

EDIT:

They don't have that particular processor in stock at this time and will offer me a refund, so i would like to take your offer :)

 

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NWiwi, Thank you very much for sharing those details.

 

Just to let you know, I was looking in our Intel® inventory for the Intel® Core™ i9-9900K Processor, and actually, I found that the Intel® Processor currently is not in stock.

 

So, there are 2 options available that we can offer you for this scenario:

-The first option will be a refund for the unit, for the Intel® Processor. In this case, you can select either to start the refund process with Amazon directly or you can do that with Intel® directly as well.

 

-The second option will be a replacement of the unit. We can always create an RMA number for you to send the Intel® Processor to our Intel® warranty center. In there it will be scan for validation and once it passed the screening process we will be able to replace it. The only thing for this procedure, is that since the unit is not in stock, we cannot confirm when the Intel® Processor will be available for replacement and when you will receive the new unit, we will not be able to provide a specific date of when you will receive it.

 

Please let me know which option do you prefer so we can further assist you.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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Thank you for those options Albert,

 

After seeing them i would rather wait until the processor is on Stock again to be able to quickly switch the unit. If not is it possible to upgrade it to the next better unit with the same socket if i would pay the additional funds the "upgraded" unit costs?

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NWiwi, You are very welcome, thank you very much for your response.

 

I will send you a private message, please verify your inbox.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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NWiwi, Thank you very much for your response, I have an update on this matter.

 

Looking at the information you gave us previously, I can see that the BIOS version installed in the ASUS ROG MAXIMUS XI Hero is version 0702 and the thing is that for you to be able to use the Intel® Core™ i9-9900K Processor properly with that board the minimum BIOS version that you need is 1005, as you can confirm in the following link, please look for your Intel® Processor in that list:

https://www.asus.com/us/Motherboards/ROG-MAXIMUS-XI-HERO-WI-FI/HelpDesk_CPU/

 

There is actually a lot of BIOS versions more recent than the one currently installed and we always recommend to install the latest one. So, in this case, the next thing to do will be to get in contact directly with ASUS for them to provide the instructions of how to update the BIOS to version 1005, most of the times it is recommended to update the BIOS one by one, but they will be able to confirm that information. If it is possible, try to update all the way to the most recent BIOS version which is 1502 2020/05/04, in the link below you will find the list of all the BIOS versions for your board.

Also, there is an Intel® Management Engine driver update available in there to version 12.0.64.1551 2020/04/23, please install it as well and once you get the chance please let us know the results.

https://www.asus.com/de/Motherboards/ROG-MAXIMUS-XI-HERO/HelpDesk_BIOS/

 

Please contact ASUS directly for further assistance on this matter:

https://www.asus.com/de/

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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Hello NWiwi, Thank you very much for responding to the Intel® private message.

 

I just sent you another private message, please verify your inbox for further details about this matter.

 

Any questions, please let me know.

 

Regards,

Albert R.

 

Intel Customer Support Technician

A Contingent Worker at Intel

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