i9-13980HX Access memory issue/0xc0000005

[Dreamlexa]

Hi, i have new laptop ROG Strix Scar 18 (2023) G834JY with 13th Gen Intel® Core™ i9-13980HX Processor 2.2 GHz (36M Cache, up to 5.5 GHz, 24 cores: 8 P-cores and 16 E-cores)

And after half-year exploitation i start to receive access memory errors in some apps and in browsers like: in event viewer 0xc0000005 or STATUS_ACCESS_VIOLATION/STATUS_BREAKPOINT

I made tests: for RAM, CPU, GPU, DISK - result for all tests were good

I have installed lastest drivers and updates - problem still exist

I have reinstalled OS on clean - problem still exist

but several hours ago i found such issue this Intel® Core™ i9-13900K

https://community.intel.com/t5/Processors/browser-occasionally-displays-a-status-access-violation-error/td-p/1457802

and i found that problem for it CPU: 10 when i disabled it via Process Lasso applications stop crashing

i may record video if you need

[RamyerM_Intel]

Hello Dreamlexa, 

Thank you for posting in the communities. Kindly please allow us some time to analyze this logs and I promise to get back to you as soon as possible. 

Ramyer M. 

Intel Customer Support Technician

[RamyerM_Intel]

Hello Dreamlexa, 

Thank you for patiently waiting. Since this is an OEM (Branded Laptop) original equipment manufacturer device, please take into consideration that our support may be limited since we are not familiar with the technology, settings, customizations, custom drivers, and features that the OEM has designed and installed your system, nevertheless, I will do my best to assist you with your concern.

By they way. Kudos to you for testing out your system initially! To identify further errors and be more familiar with your system, kindly please share with us your SSU logs as well. For now, it is best if we can check this for you as well so we can identify why the error message appears. 

Ramyer M. 

Intel Customer Support Technician 

[Dreamlexa]

done

[vmovups]

Access violation errors are the main symptom of a degraded 13th 14th gen CPU.

The weird thing is that you use a laptop CPU, they're supposed to run with strict power limitations and lower voltage so for it to have degraded and start crashing like desktop versions is definitively odd.

Something you might want to try is seletively disabling HyperThreading for the affected core(from the virtual core ID it seems to be core the 6th core) or reducing its frequency in the laptop motherboards' settings but please try to get RMA, worst that happens is they replace the CPU with another that will degrade again in a few months.

[Dreamlexa]

without Hyper Threading it's CPU 5

[RamyerM_Intel]

Hello Dreamlexa, 

Thank you for replying back to us and sharing the logs. Upon checking I noticed there is a critical BIOS update that your OEM highly recommends in your system. As such, please update your BIOS to Version 328.  Additionally, is the CPU:10 and CPU:5 options that you are seeing in your BIOS? You may also provide a screenshot as well. I will be waiting for your reply.

As for vmovups, I can sense dissatisfaction with your post and we want to help you. I assure you that we want give you the highest quality of our products and I highly recommend for you to create a new thread so we can give you the full focus of our support. 

Ramyer M. 

Intel Customer Support Technician

[vmovups]

I already made a thread months ago, Intel has never answered.

[Dreamlexa]

i have update to latest BIOS 328 but problem still exist

In BIOS i can't change any related with CPU only enabling/disabling hyper threading

with enabled hyper threading problem CPU 10

with disabling hyper threading problem CPU 5

i manage CPU via special software - process lasso

video demonstrating the problem https://www.youtube.com/watch?v=GeQEQ2ETum4

[vmovups]

This is like the 14900k i had...

What you wanna do is RMA, the CPU is without doubt defective like everyone else's 13900K/14900K. Try to get an exchange or refund too since the problem will probably keep coming again.

If it does it even without hyperthreading it means the CPU core has become degraded enough not even disabling hyperthreading will help. You can still try downclocking the core that crashes but there is no guarantee the CPU core will not degrade further.

[RamyerM_Intel]

Hello Dreamlexa, 

As this is a laptop, our support is limited when it comes to modifying the BIOS settings as this is considered an Original Equipment Manufacturer Device in which we are not familiar with the technology, settings, customizations, custom drivers, and features that the OEM has designed and installed your system. 

While it is true that on defective units, we process a replacement as 

vmovups mentioned. as this is a laptop CPU, it is highly likely that the CPU is soldered down in the system. This means that you might to ask for a replacement of the whole laptop with your OEM.

However, we are still trying some troubleshooting steps and we have yet to confirm this system as defective. I kindly ask if you can allow me sometime to coordinate this with our team to determine if there are other steps that we can do. 

As for vmovups, I am sorry to hear about this experience. If you can allow us to make it up to you by creating a new thread, we will really appreciate it. 

Ramyer M. 

Intel Customer Support Technician 

[RamyerM_Intel]

Hello Dreamlexa, 

Thank you for patiently waiting. After coordinating with our team, I want to let you know that you have already done extensive troubleshooting and we believe your device may require specialized attention. As such, we highly recommend contacting ASUS, the Original Equipment Manufacturer, for in-depth support as our support for OEM devices is limited.

Ramyer M. 

Intel Customer Support Technician

[YuukiHaruna]

I also encountered the same problem as you. When I run some software, they will fail to start and prompt 0xc000005 error. Especially when my computer starts the “wallpaper engine”, such errors are 100% triggered. My cpu also is I9-13980HX.

[hexaae]

ASUS (UN)OFFICIAL THREAD

We started a thread on ASUS forum too about potential Intel 13th-14th gen CPU issue affecting also mobile CPUs HX:

ROG Scar 16-17-18 gaming laptops and Intel 13th and 14th gen stability issue

and

[INTEL]-How To Update Your Microcode for Intel HX 13/14th CPUs Laptops/Mobile Easily.

Please post there too...

[SSGHOKAGE]

I'm having the same issue as you. I did enough research to know that the CPU's was the problem. But I was foolish, I didn't do enough research to know that Intel is supposedly claiming that their laptop CPU's are not suffering from this issue. I started my RMA request with ASUS today, and paid the inspection and shipping fee because my laptop's out of warranty, a whopping $180. And that isn't including the service fee i'm going to have to pay after they replace the CPU. Then did some more research and realized what an idiot I am, and i'm now finding myself here (Especially considering I'm building a PC this week). Here's hoping that they still replace the CPU for free, else i'm going to be pissed. 

[hexaae]

It seems also ASUS will finally do something about this insidious CPU issue:

Risolto: Re: [INTEL]-How To Update Your Microcode for Intel... - Pagina 34 - Republic of Gamers Forum - 1034755

[March1111]

Having the exact same issues for a month now with my ASUS ROG STRIX G18 G814JI (2023) Laptop with i9-13980HX, i've done everything i can do, read every post i could find online but no luck in stabilizing my system under Turbo Boost mode, i've discovered that turning it off fixes all crashes, errors and BSODs in my system. There are a few reports of laptop users with 13th-14th gen Intel CPUs having the same/similar problems and being unsuccessful in fixing these.

I've checked everywhere for similar posts and yours is the same with my issues, everything's literally the same. I don't want to list what i've done or tried, i did everything one would do to troubleshoot and fix crash issues. Tested all my hardware with several programs for each component, the tests are all good but no explanation for my crashes when i turn Turbo Boost mode on and experience mainly 0x0000005 crashes (there are a few other codes too), Google Chrome STATUS_ACCESS_VIOLATION page crashes and IRQL_NOT_LESS_OR_EQUAL BSODs...  I'm going to send my device in for service/inspection/repair next week and i hope they'll accept an RMA. I can't play heavy resource games because of this, i lose more than %50 of my performance and FPS. I can't even use File Explorer with the boost enabled, everything crashes/closes itself, even in low temps such as 45*C. 

How have your experience been Dreamlexa? I hope it all went good, can you update us please? Thank you.

[hexaae]

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@March1111 wrote:

Having the exact same issues for a month now with my ASUS ROG STRIX G18 G814JI (2023) Laptop with i9-13980HX, i've done everything i can do, read every post i could find online but no luck in stabilizing my system under Turbo Boost mode, i've discovered that turning it off fixes all crashes, errors and BSODs in my system. There are a few reports of laptop users with 13th-14th gen Intel CPUs having the same/similar problems and being unsuccessful in fixing these.

---

There is a Intel Processor Diagnostic Tool you can try: Intel® Processor Diagnostic Tool

Try it in Turbo and Performance mode. This can hopefully provide strong evidence of CPU HW issues. But you probably already know...

In the last month, ASUS provided new official BIOS update (331 in my case for G834JY) with microcode 12B, which should workaround-fix the voltage spikes degrading the CPU on the long term. Did you upgrade the BIOS?

Of course, if too late, and your CPU was already damaged BEFORE the new microcode workaround, I would RMA it immediately to ASUS submitting them also Intel Processor Diagnostic Tool failures as another proof.

The real problem here is that 0xc0000005 or STATUS_ACCESS_VIOLATION/STATUS_BREAKPOINT errors are so common in applications and may have a lot of software reasons, it's always hard to understand whether is a CPU fault or just what it is: a software bug, especially given the bad "beta status" of recent Win11 releases...

I think if they happen totally randomly but frequently, with different apps also in basic conditions on clean OS installations, there is indeed the suspect it's this infamous Intel 13/14th gen issue... 

Personally I have had 0xc0000005 or STATUS_ACCESS_VIOLATION/STATUS_BREAKPOINT app crashes in the past, but seemed totally random and very rare in my case affecting always the same 1-2 apps running in background (just unstable piece of software?), and the WEB browsers f.e. NEVER crashed for me with those errors, so I guess (and hope!) it wasn't a faulty CPU signal. I also NEVER had BSODs. I wish there was a reliable test but I can't see anything like this on the Internet.