Can someone help me with this error?

[ynggon]

Hi,

For the past 2-3 months I have been experiencing blackscreens and screen freezing which only happens while I am gaming. It happens abruptly and usually when I am 10 to 15 minutes in a game. My screen then either freezes or it blackscreens (while pc is still running) and at the same time the keyboard/mouse goes unresponsive. Replugging does nothing. Then the pc eventually reboots itself. Sometimes I have to force shutdown. The time it takes before it turns on again (when it reboots itself) can be between 30 seconds to 2-3 minutes and sometimes it won't even reboot and it's just the fans running with nothing happening.

I built the computer in March. All parts are new except for the GPU which came from my previous build. I've been gaming since then and up until the end of August with no issues. Here are the specs:

MB: Asus Rog Strix B660-I WiFi

GPU: Asus 1660 Ti OC Dual Evo

CPU: Intel i5-12600K

SSD: Seagate FireCuda 520 1TB

RAM: Kingston FURY Beast DDR5-6000 C40 DC - 16GB

PSU: Cooler Master V650 SFX GOLD 650W

AIO: Deep Cool LT520

In the beginning the crashes were more frequent and the computer would blackscreen or freeze and reboot itself each time I played, but after clean installing Windows and drivers I have been able to have sessions without any crash. BUT they are still happening at least once a day and often more. At first I assumed that it may be due to overheating, but while monitoring temps nothing goes above 60-70 C under gaming load. I have not overclocked any components or attemped anything of such.

Reliability history displays the problem as "Windows was not properly shut down" most of the times but also that there was a hardware error causing the restart.

Event Viewer I can see that the error that occured was due to a "A fatal hardware error has occurred. A record describing the condition is contained in the data section of this event."

Source: WHEA-Logger

Event ID: 1

Level: Error

Checking dumpfile with WinDbg shows the following;

WHEA_UNCORRECTABLE_ERROR (124)
A fatal hardware error has occurred. Parameter 1 identifies the type of error
source that reported the error. Parameter 2 holds the address of the
nt!_WHEA_ERROR_RECORD structure that describes the error condition. Try !errrec Address of the nt!_WHEA_ERROR_RECORD structure to get more details.
Arguments:
Arg1: 0000000000000007, BOOT Error
Arg2: ffffb2014677e150, Address of the nt!_WHEA_ERROR_RECORD structure.
Arg3: 0000000000000000
Arg4: 0000000000000000

Debugging Details:
------------------


KEY_VALUES_STRING: 1

    Key  : Analysis.CPU.mSec
    Value: 1780

    Key  : Analysis.Elapsed.mSec
    Value: 1849

    Key  : Analysis.IO.Other.Mb
    Value: 0

    Key  : Analysis.IO.Read.Mb
    Value: 0

    Key  : Analysis.IO.Write.Mb
    Value: 0

    Key  : Analysis.Init.CPU.mSec
    Value: 233

    Key  : Analysis.Init.Elapsed.mSec
    Value: 3487

    Key  : Analysis.Memory.CommitPeak.Mb
    Value: 83

    Key  : Bugcheck.Code.LegacyAPI
    Value: 0x124

    Key  : Dump.Attributes.AsUlong
    Value: 18

    Key  : Dump.Attributes.KernelGeneratedTriageDump
    Value: 1

    Key  : Failure.Bucket
    Value: LKD_0x124_7_GenuineIntel__UNKNOWN_IMAGE_GenuineIntel.sys

    Key  : Failure.Hash
    Value: {5ea80f6a-69bf-5d6f-8fd2-cd87deb91a03}


BUGCHECK_CODE:  124

BUGCHECK_P1: 7

BUGCHECK_P2: ffffb2014677e150

BUGCHECK_P3: 0

BUGCHECK_P4: 0

FILE_IN_CAB:  WHEA-20231004-2201.dmp

DUMP_FILE_ATTRIBUTES: 0x18
  Kernel Generated Triage Dump
  Live Generated Dump

PROCESS_NAME:  smss.exe

STACK_TEXT:  
ffffac09`af43a0d0 fffff802`4a36180f     : ffffb201`4677e130 00000000`00000000 ffffb201`4677e150 00000000`00000022 : nt!LkmdTelCreateReport+0x139
ffffac09`af43a610 fffff802`4a361706     : ffffb201`4677e130 fffff802`00000000 00000027`00000000 00000027`4db7f870 : nt!WheapReportLiveDump+0x7b
ffffac09`af43a650 fffff802`4a1d1f21     : 00000000`00000001 ffffac09`af43aac0 00000027`4db7f870 00000000`0000025c : nt!WheapReportDeferredLiveDumps+0x7a
ffffac09`af43a680 fffff802`4a082207     : 00000000`00000000 ffffb201`42f20030 00000000`00000103 00000000`00000000 : nt!WheaCrashDumpInitializationComplete+0x59
ffffac09`af43a6b0 fffff802`49e105f5     : 00000027`4db70000 ffffb201`422d7820 ffffac09`af43aac0 ffffb201`00000000 : nt!NtSetSystemInformation+0x1f7
ffffac09`af43aa40 00007ffa`6ef903c4     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiSystemServiceCopyEnd+0x25
00000027`4db7f818 00000000`00000000     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : 0x00007ffa`6ef903c4


MODULE_NAME: GenuineIntel

IMAGE_NAME:  GenuineIntel.sys

STACK_COMMAND:  .cxr; .ecxr ; kb

FAILURE_BUCKET_ID:  LKD_0x124_7_GenuineIntel__UNKNOWN_IMAGE_GenuineIntel.sys

OSPLATFORM_TYPE:  x64

OSNAME:  Windows 10

FAILURE_ID_HASH:  {5ea80f6a-69bf-5d6f-8fd2-cd87deb91a03}

Followup:     MachineOwner
---------

From the dumpfiles I can somewhat understand that there is a problem with a driver that is not being recognized by Windows and that is most likely connected to the Intel CPU, but still after countless of hours researching the driver and debugging I still don't know what to do.

I have tried every fix and diagnostic tool that I have come across such as

- Verifying game files, reinstalling game

- Ran the game at lower settings

- Ran several diagnositc tools such as PassMark MemTest86, Intel PDT, Windows MDT both default and extended with all cache (PASSED all tests several times with no trouble)

- Clean installing Windows and all drivers

- Updating BIOS, Windows and all drivers to the latest

- Windows repair, restore, reset, etc.

- Disabling factory overclocks and XMP

- Underclocking GPU

- Reseating GPU

- Reseating Ram and running with the RAM separately

- Ran SFC and DISM

- Ran diskcheck, cleaned disk

Can some with expertise figure out what I need to do?

[DeividA_Intel]

Hello ynggon,  

Thank you for posting on the Intel® communities. I can imagine how frustrating you must feel. I will assist you on this matter and to proceed I want to double-check this information:

1. You mentioned "Disabling factory overclocks and XMP", for how long were you overclocking and using Intel® Extreme Memory Profile (Intel® XMP)?

2. Did you test a different CPU and RAM? If so, can you provide the model?

3. What is the operating system installed as well as teh version and build?

4. Do you see any LED or beed code from the motherboard when you get the error?

5. Please run and attach the report from the Intel® Processor Diagnostic Tool:

• https://www.intel.com/content/www/us/en/download/15951/intel-processor-diagnostic-tool.html

Best regards, 

Deivid A.  

Intel Customer Support Technician 

[DeividA_Intel]

Hello ynggon, 

I want to know if you have experienced any freezes or black screens lately. If the issue persists, please reply with the information requested.

I will be waiting for your next response.

Regards,  

Deivid A.  

Intel Customer Support Technician  

[DeividA_Intel]

Hello ynggon,  

I was checking your thread and noticed that we have not heard back from you. I’m going to close your post, but if you need further assistance, please do not hesitate to create a new thread. 

Regards,  

Deivid A.  

Intel Customer Support Technician  

[wcj]

I have this same issue and have spent months trying to troubleshoot it.

Were you ever able to fix it? Would greatly appreciate if you responded.

[ynggon · Accepted solution]

Yes, it was an overheating issue. The HWiN software was displaying false positive temperatures. I forgot that I had repositioned the AIO head when I switched the GPU from a vertical to a horisontal mount. The thermalpaste had because of this dried out and been filled with air bubbles. The solution was therefore as simple as removing the old thermalpaste and applying new.

[wcj]

Ok thank you.

I also monitor with HWInfo and a few others. The temps are all reported as under 50C under full load. Under 30 at idle. Maybe its false like you said, but I reapplied thermal paste a few weeks ago and it was happening before and after. I also have 6 sys fans and a large cpu cooler. This error is a pain.