i7 13650hx Notebook shutting down when I try to render

[Ivoh]

Hello,

Just bought a brand new Dell G15 - 5530 / i7 13650hx + RTX 4050 / 16gb

SKETCHUP+ VRAY

W11 Updated

When a try to render only in CPU (for quality reasons) notebook shuts down (no errors at all just restarts) after a few seconds or minutes, no matter what I do, I tried to use throttle stop to limit possible overheat to 85%, 75% no success....

Under the circumstances above, I had success rendering at a frequency of 4,0/4,3 just one evening......

When i disable (core affinity directly on the process) the cores 1,3,5,7,9,11 and 20, I can render avoiding the restart issue but it increases drastically the render time and the frequency is not higher than 3,3.

If i disable turbo boost I can render as well but it takes too long to complete the job.

When I try to render on hybrid mode with both GPU + CPU it goes fine.

Bios and all stuff are updated.

Checking the windows error reports I noticed a process from Intelligo " iGoSwServer.exe " that every time the computer restarts, it says that service stopped working, not sure if it's related.

Noticed as well a few Alienware owners reporting freezing with a "mandatory" restart related to the same service mentioned above  iGoSwServer.exe .

I can play games as well as normal use of other productivity programs without any problem.

I need help....

Tks in advance......

(I'm desperate already)

[Alberto_R_Intel]

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

We are sorry to hear about this issue and we will be more than glad to assist you with this matter. 

For this scenario, it is important to mention, that when you are using a mobile device, such as a Notebook, everything is customized by the manufacturer of the device. They can enable/disable BIOS settings as well as features and functions of the machine to comply with the functionality advertised for their product. Based on that, since rendering is a heavy task, that uses a lot of resources from the computer, it might be possible that the laptop will not be able to handle that task, using just the CPU itself, and for that reason, it goes off by itself.

Taking that into consideration, is also essential to note that the T-junction of the Intel® Core™ i7-13650HX processor is 100°C, any temperature result equal to or lower than that value is considered normal and expected for this unit:

https://ark.intel.com/content/www/us/en/ark/products/232101/intel-core-i713650hx-processor-24m-cache-up-to-4-90-ghz.html

In order to rule out a possible hardware issue with the processor, please install and run the Intel® Processor Diagnostic Tool, it does an overall test on the unit and if it passes the test it means it is working properly:

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

Additionally, regarding disabling turbo boost, it is always recommended to use the computer at stock configurations with the default BIOS settings for the optimal functionality of the system. Even though you mentioned that BIOS is up to date, which is very important, we still suggest to get in contact directly with Dell Support to confirm those details or if necessary, install a new BIOS version:

https://www.dell.com/support/home/en-us

Once you get the chance, please let us know the results of running the Intel® Processor Diagnostic Tool test.

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[DeividA_Intel]

Hello Ivoh, 

This follow-up is just to check if you had the time to run the Intel® Processor Diagnostic Tool or get in contact with Dell.

Let me know if you need further assistance.

Regards,  

Deivid A. 

Intel Customer Support Technician

[DeividA_Intel]

Hello Ivoh, 

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