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i9-13980HX Access memory issue/0xc0000005

Dreamlexa
Beginner
2,114 Views

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

 

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12 Replies
RamyerM_Intel
Moderator
2,018 Views

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


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RamyerM_Intel
Moderator
1,888 Views

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 



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Dreamlexa
Beginner
1,865 Views

done

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vmovups
New Contributor I
1,825 Views

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.

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Dreamlexa
Beginner
1,733 Views

without Hyper Threading it's CPU 5

 

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RamyerM_Intel
Moderator
1,561 Views

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


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vmovups
New Contributor I
1,364 Views

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

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Dreamlexa
Beginner
1,468 Views

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

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vmovups
New Contributor I
1,367 Views

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.

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RamyerM_Intel
Moderator
1,077 Views

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 


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RamyerM_Intel
Moderator
640 Views

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


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YuukiHaruna
Beginner
355 Views

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.

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