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DexM
Novice
141 Views

XTU not running at all after CPU upgrade

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Hello all,

After upgrading my CPU from i5 9600k to i7 9700k, XTU is not opening/working at all. No error message, no nothing. I cleared CMOS and configured BIOS properly (e. g. XTU was re-enabled and so). 

I tried to fix this issue by uninstalling XTU (with profile removal) and re-installing. I checked all the directories to be gone or deleted before installing XTU again... Unfortunately, I haven't been able to start XTU at all.

Do you have any idea on whats going on? I really appreciate your help. 

- I am using a Gigabyte x370 board, which worked flawelessly with the i5 9600k. It's also working great with the i7-9700k, except for the issue with XTU.

 

Regards

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Accepted Solutions
Alberto_R_Intel1
Employee
101 Views

DexM, I just received an update on this matter.


After reviewing the case, at this point, if you followed the instructions provided previously and making sure the BIOS version in the board is up to date, version F14b, as you can see here:

https://www.gigabyte.com/us/Motherboard/Z370-HD3-rev-10/support#support-dl-bios


Then the next thing to try will be to restoring Windows* to a previous state where Intel® XTU was working, or try a clean Operating System installation to rule out 3rd party applications conflicting with the tool:

https://support.microsoft.com/en-us/windows/recovery-options-in-windows-10-31ce2444-7de3-818c-d626-e...


Regards,

Albert R.


Intel Customer Support Technician


View solution in original post

10 Replies
DexM
Novice
138 Views

I'm sorry, there was a typo in my previous message.

"(e. g. XTU was re-enabled and so)" was incorrect... I meant "e. g. XMP was re-enabled..."

Alberto_R_Intel1
Employee
123 Views

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


In reference to this scenario, even though you mentioned that you already tried to uninstall and re-install the Intel® XTU and remove the directories and profiles, did you remove the "Telemetry" folder? Please follow the steps in the link below to do that:

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


Then, make sure that the BIOS is working under default settings, disable the XMP and then install the latest version of the application which is 7.0.1.4:

https://downloadcenter.intel.com/download/29183/Intel-Extreme-Tuning-Utility-Intel-XTU-?wapkw=xtu


If by any chance you have another software with similar functionality to the Intel® XTU, that might be causing a conflict, so what we suggest will be to remove any other software to avoid that situation.


If the problem persists after that, please provide the latest Intel® XTU log files: using File Explorer: go to folder = C:\ProgramData\Intel\XTU, and zip the Log files or entire folder.

Note: Uncheck "Hide System Files" to see the AppData folder.


Additionally, please provide the SSU report so we can verify further details about the components in your platform, please check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91...


Any questions, please let me know.


Regards,

Albert R.


Intel Customer Support Technician


DexM
Novice
116 Views

Dear Alberto,

 

Thank you very much for your assistance. After XTU uninstall, I checked again for all those folders you are suggesting to remove (as this was already mentioned in a previous 3rd party post). Strangely, there was no telemetry or other folders related to XTU  whatsoever (it seems uninstall effectively deleted those folders). Important to mention is that I have no other tuning software installed in this system (such as throttlestop). 

When I was trying to locate the AppData folder (which I couldn't find, even unchecking "Hide System Files"), I saw this executable: "PerfTune.exe". After double clicking on it XTU opened but halted with a error message saying: "Unable to start XTU. If there is another tuning application running, you must close it before trying to start this application".

I am attaching the files you suggested. Thank you in advance.

Alberto_R_Intel1
Employee
109 Views

DexM, Thank you very much for providing that information and the reports.


We will do further research on this matter, as soon as I get any updates I will post all the details on this thread.


Regards,

Albert R.


Intel Customer Support Technician


Alberto_R_Intel1
Employee
102 Views

DexM, I just received an update on this matter.


After reviewing the case, at this point, if you followed the instructions provided previously and making sure the BIOS version in the board is up to date, version F14b, as you can see here:

https://www.gigabyte.com/us/Motherboard/Z370-HD3-rev-10/support#support-dl-bios


Then the next thing to try will be to restoring Windows* to a previous state where Intel® XTU was working, or try a clean Operating System installation to rule out 3rd party applications conflicting with the tool:

https://support.microsoft.com/en-us/windows/recovery-options-in-windows-10-31ce2444-7de3-818c-d626-e...


Regards,

Albert R.


Intel Customer Support Technician


View solution in original post

DexM
Novice
90 Views

Dear Alberto,

Thank you very much for the options provided. I'll try all of them in the indicated order.

Regards

Alberto_R_Intel1
Employee
85 Views

Hello DexM, Thank you very much for your response.


Perfect, excellent, go ahead, take your time in trying those steps and once you get the chance, please let us know the results.


Regards,

Albert R.


Intel Customer Support Technician


Alberto_R_Intel1
Employee
76 Views

Hello DexM, I just wanted to check if you were able to try the steps provided previously and if you need further assistance on this matter?


Regards,

Albert R.


Intel Customer Support Technician


DexM
Novice
68 Views

Dear Albert,

 

Thank you very much for the follow up. I had to fresh install Windows 10 to fix the issue. Certainly, I was trying to avoid this. 

Thank you very much for your help. Best regards.

 

 

Alberto_R_Intel1
Employee
53 Views

Hello DexM, You are very welcome, thank you very much for letting us know those results.


Perfect, excellent, it is great to hear that the problem got fixed after re-installing Windows* 10 and now the Intel® XTU tool is working properly.


Any other inquiries, do not hesitate to contact us again.


Regards,

Albert R.


Intel Customer Support Technician