Intel XTU (eXtreme Tuning Utility) STUCK on Splash Screen

[Sakka_Souffle]

I am no longer able to get into the XTU utility. It hangs on the splash screen and there is 0% cpu/ram in Task Manager for the process.

i9-9900KF
Windows 10

I have Uninstalled and made sure to select (Options) to remove any previous profiles. it has not helped. I have also read forums here and tried the suggestions and it is not helping.

[VonM_Intel]

Hi, Sakka_Souffle.

Thank you for posting in our Community.

One potential troubleshooting step you could try is reinstalling XTU after ensuring that all its associated files and registry entries are completely removed from your system. Have you tried the Windows update? It might be helpful to check for any Windows updates or driver updates that could potentially resolve compatibility issues with XTU. Sometimes, outdated system components can cause conflicts with certain software utilities. Also, have you tried removing the old versions of Intel® XTU and deleting all Intel® XTU folders before upgrading to the latest Intel® XTU version?

Additionally, I'd like to point you toward a helpful resource titled "Common Issues and Resolutions for Intel® Extreme Tuning Utility," which could provide solutions to the problems you're encountering. 

Looking forward to your response. Have a nice day!

Best regards,
Von M.
Intel Customer Support Technician

[Sakka_Souffle]

Thanks for messaging me Von, I check windows update every day, sometimes multiple times. i did the install and removed any intel folders associated with it. i did check registry and deleted the only value i could find associated with it. i've tried a lot of the "tricks" on these forums and i'm super surprised that nothing has worked yet. it's a very strange issue. i'll check out that link you sent me. but i'm really not sure what happened. if you need me to send any other information i would be happy to oblige. it goes to 0% cpu usage in task manager so i feel like something isn't communicating properly with something else. i added a .png below

I hope to hear from you soon

[VonM_Intel]

Hi, Sakka_Souffle.

I appreciate your persistence in troubleshooting the Windows Update issue and for trying various solutions. It's quite perplexing that none of the common fixes have resolved the problem, and the 0% CPU usage in Task Manager is certainly an anomaly that warrants further investigation.

After reviewing the .png file image you've attached, it seems we might need to delve into more technical details to diagnose the issue. Could you please provide any system logs, error messages, and the exact Intel® XTU version that you're currently using? This information could offer valuable insights into what might be causing the communication breakdown.

In the meantime, kindly let us know once you already check this link, Common Issues and Resolutions for Intel® Extreme Tuning Utility, and if this link helped you to fix the issue.

Best regards,
Von M.
Intel Customer Support Technician

[Sakka_Souffle]

Hello again Von! The version of XTU i'm using is 7.14.1.12
I've provided the SSU .txt file that the program output to help you solve this strange issue. i appreciate you helping me and i'm very curious as to what exactly the issue is. i'm counting on learning something new from that, lol. Thanks again. -Nathan

[VonM_Intel]

Hi, Sakka_Souffle.

I appreciate your fast response. Thank you for providing the SSU .txt file; it will greatly assist us in diagnosing this peculiar issue. We will need to do further research on this matter and post the response on this thread once available.

Best Regards,

Von M.

Intel Customer Support Technician

[Sakka_Souffle]

Hello there Von!

Just checking back to see what you were able to come up with, or if you need any additional information on my end for Troubleshooting further. Hope to hear from you soon sir!

Regards, Nathan.

[Sakka_Souffle]

Hello again VonM_Intel!!!
           

                I still have not heard anything from you in regards to a solution or needing additional system information or any information from me in general. i would REALLY appreciate any response to allow me to know where you're at with solving this issue. Thank you very much! I certainly hope to hear from you soon. I hope you did not forget about me!

Best Regards, Nathan.

"Guy who needs help!"

[VonM_Intel]

Hi, Sakka_Souffle.

I do apologize for the long wait.

I'd like to I'd like to delve deeper and collect Intel XTU logs, you may follow these instructions:

1. Open Registry Editor 
2. Find HKEY_USERS\.DEFAULT\Software
3. Create a new Key named “Intel” under that node (if it doesn’t already exist)
4. Create a new Key named “XTU” under the “Intel” node (if it doesn’t already exist)
5. Create a new DWORD value under the “XTU” node called “LoggingLevel” with value 4
6. Restart the XTU Service, or restart the computer. 
7. Start XTU and reproduce issue
8. Share new XtuCore logs available in C:\ProgramDate\Intel\Intel Extreme Tuning Utility\Logs. Specifically the XtuCore file after the issue was reproduced, which will now include additional information details [ INFO ].

Moreover, you ay try this method to fix the issue:

1. Uninstall XTU
2. Remove all content from the C:\ProgramDate\Intel\Intel

Extreme Tuning Utility

- Fully shutdown the system (cold reset)

- Reset the OC BIOS settings to defaults (if the user is comfortable with doing that)

- Reinstall XTU

Looking forward to your response. Have a nice day!

Best regards,

Von M.

Intel Customer Support Technician

[Sakka_Souffle]

Hello Von! i was able to create that string in Registry Editor.  I'll attach every file that was created today 5.11.2024, with the reproduced issue, for you to view. if you need anything else. Such as the older log files. let me know. 

I hope we can solve this once and for all!

-Sakka Soufflé / Nathan

[VonM_Intel]

Hi, Sakka_Souffle.

I appreciate the information you've shared.

I would like to know if you can follow through with the steps we recommended in our previous response—uninstalling XTU, executing a cold reset, resetting the OC BIOS settings to default, and reinstalling XTU. If you did, is everything functioning properly now?

Kindly let me know so we can conduct further replication of the issue.

Best Regards,

Von M.

Intel Customer Support Technician

[Sakka_Souffle]

Hi, Von.

I have done this multiple times to no avail. I did again, just to see. Nothing has worked.

Best Regards, Sakka Soufflé

sad customer. lol

[VonM_Intel]

Hi, Sakka_Souffle.

I appreciate that you've been through quite a bit of troubleshooting already I'm sorry to hear that despite your efforts, the issue persists. Let's keep working together to find a solution. We will conduct additional research and investigation into this matter and will provide a response on this thread once we have more information available.

Best regards,

Von M.

Intel Customer Support Technician

[Sakka_Souffle]

Hey there Von,

Indeed. I have uninstalled and reinstalled again.. (lost count by now) but here are some new logs for you, if this can help. I reproduced the same issue because that's all it does now haha. it wasn't hard to reproduce.
let me know what else we can look at to try and solve this. 

Regards, Sakka Soufflé

[VonM_Intel]

Hi, Sakka_Souffle.

Thank you for providing the log files.

We kindly ask you to perform a complete uninstallation process followed by a full reboot once again and then test the new download. You may follow this article: How to Uninstall the Intel® Extreme Tuning Utility (Intel® XTU). If you encounter the same error, please share the installer log file with us.

The installer can be found in the Temp folder:

1. Open the Run dialog box (Windows logo key + R).

2. Insert or type %temp%. This will open the Temp file.

3. Find a file with a name that ends in Intel_XtuInstaller.msi.log

Looking forward to your response. Have a nice day!

Best regards,

Von M.

Intel Customer Support Technician