Help with Troubleshooting a new Gaming PC - GPU issue?

[philj99]

Hi

My son’s new gaming PC is having problems whilst playing games such as Fortnite and Warzone; the games are crashing and in Event Viewer there are multiple messages appearing; examples are as follows:

My son has tried updating all drivers and reinstalling with DDU. He has also tried a full factory reset. None of which has helped.

I am unsure what the next steps we should take are; any suggestions very welcome? The specification of the PC is as follows:


Case
PCS SPECTRUM RGB MID TOWER CASE
Processor (CPU)
AMD Ryzen 5 3600X Six Core CPU (3.8GHz-4.4GHz/36MB CACHE/AM4)
Motherboard
ASUS® PRIME B550-PLUS (DDR4, USB 3.2, 6Gb/s) - ARGB Ready!
Memory (RAM)
16GB Corsair VENGEANCE DDR4 3200MHz (2 x 8GB)
Graphics Card
6GB NVIDIA GEFORCE RTX 2060 - HDMI, DP - VR Ready!
1st Storage Drive
256GB PCS 2.5" SSD, SATA 6 Gb (500MB/R, 400MB/W)
1st Storage Drive
1TB SEAGATE BARRACUDA SATA-III 3.5" HDD, 6GB/s, 7200RPM, 64MB CACHE
Power Supply
CORSAIR 650W TXm SERIES™ SEMI-MODULAR 80 PLUS® GOLD, ULTRA QUIET
Power Cable
1 x 1 Metre UK Power Cable (Kettle Lead)
Processor Cooling
STANDARD AMD CPU COOLER
Thermal Paste
STANDARD THERMAL PASTE FOR SUFFICIENT COOLING
Sound Card
ONBOARD 6 CHANNEL (5.1) HIGH DEF AUDIO (AS STANDARD)
Network Card
10/100/1000 GIGABIT LAN PORT (Wi-Fi NOT INCLUDED)
USB/Thunderbolt Options
MIN. 2 x USB 3.0 & 2 x USB 2.0 PORTS @ BACK PANEL + MIN. 2 FRONT PORTS
Operating System
Windows 10 Home 64 Bit - inc. Single Licence
Operating System Language
United Kingdom - English Language
Windows Recovery Media
Windows 10 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office Software
FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus
BullGuard™ Internet Security - Free 90 Day License inc. Gamer Mode
Browser
Microsoft® Edge (Windows 10 Only)
Warranty
3 Year Standard Warranty (1 Month Collect & Return, 1 Year Parts, 3 Year Labour)
Delivery
STANDARD INSURED DELIVERY TO UK MAINLAND (MON-FRI)
Build Time
Standard Build - Approximately 17 to 19 working days
Welcome Book
PCSpecialist Welcome Book - United Kingdom & Republic of Ireland
Logo Branding
PCSpecialist Logo


Many thanks

Phil

 

[Martinr36]

is he getting the driver from the official nvidia site

 

[philj99]

is he getting the driver from the official nvidia site

Hi Martin
Yes, definitely downloaded from the official Nvidia site.
Thanks
Phil

 

[philj99]

Hi all. Can anyone suggest anything else that I should be checking or doing? Would reinstalling windows be worth trying?
Many thanks
Phil

 

[SlimCini]

Hi all. Can anyone suggest anything else that I should be checking or doing? Would reinstalling windows be worth trying?
Many thanks
Phil

First place to start. Then just let windows update do it's thing, no third party driver junk.

 

[Bhuna50]

Have you opened the machine and carefully checked that everything is seated correctly in the motherboard. It is known that things move In transit so leaving the machine plugged in but switched off at plug and machine and ensuring you ‘earth’ yourself to avoid static, carefully remove and reseat items such as memory, graphics card etc.

When you say he has done a factory reset, what did that entail as I didn’t think PCS set up machines with a factory reset? A clean install of windows and ensuring all updates run is a good place to start too.


Sent from my iPhone using Tapatalk

 

[philj99]

Thanks for the suggestions. So far I have removed and re-installed the RAM and GPU to check everything is seated correctly. I then reinstalled Windows from a USB drive, and repeatedly checked for windows updates until all installed with the PC restarted and no further updates showing. I then checked for driver updates on GeForce Experience and made sure the driver is up to date.

I then installed Call of Duty Warzone. As soon as I try and enter a match I get various errors popping up including: "event id 4101", "Dev Error 6068", "disc read error 6.154 common_mp.fp".

I have run a "Scan and Repair" on Blizard to check the Warzone software in installed correctly and no errors are showing.

Other than removing Warzone and trying a different game, are there any other suggestions as to what I can try to resolve the issue?

Many thanks

Phil

 

[jamiephillips909]

Removing bullguard would help as its known to cause issues not sure this issue is down to that

 

[jamiephillips909]

This one is a long shot, but it may just work. Since code 6068 is a compatibility problem with the current version DirectX, you can try running the game using an older version of DirectX.

In Battle.net, open the Settings menu for Modern Warfare or Warzone. Click the checkbox for additional command line arguments, then type one of the following:

-d3d11
-d3d11legacy
These are callouts for different DirectX libraries. DirectX 12 is the current version, and it’s the one used by both Modern Warfare and Warzone. However, the game may be able to run on your PC using DX11. There’s no harm in trying, so give it a shot and see what happens. If it doesn’t work, be sure to remove the argument and uncheck the checkbox to revert back to DX12. Thats from the warzone forums to exclude a direct x problem

 

[jamiephillips909]

After reading a few more peoples woes with the same problem, I used DDU to fully uninstall NVidia drivers in safe mode and set system to not allow Microsoft to update drivers and then reinstalled the latest NVidia drivers.

Apparently after NVidia drivers are installed for some reason Microsoft is updating the nvlddmkm file which is causing the problem.

So far so good with no 4101 Events.

From microsoft forums

 

[philj99]

Hi Jamie

Many thanks for the suggestions. Bullguard was already removed. I have tried running the earlier version of DirectX and unfortunately that didn't help. Today I have tried the removal of the Nvidia drivers with DDU in safe mode and disabling the Microsoft update for drivers and then reinstalling the latest Nvidia drivers and again no improvement.

I have now completed another clean Windows install and instead of installing Warzone, I have installed Fortnite. Whilst Fortnite seems more stable than Warzone, it has still crashed within a few minutes of loading, whereas on Warzone we couldn't get in to a game.

Any suggestions as to my next course of action would be very welcome.

Many thanks

Phil

 

[BlessedSquirrel]

Hi Jamie

Many thanks for the suggestions. Bullguard was already removed. I have tried running the earlier version of DirectX and unfortunately that didn't help. Today I have tried the removal of the Nvidia drivers with DDU in safe mode and disabling the Microsoft update for drivers and then reinstalling the latest Nvidia drivers and again no improvement.

I have now completed another clean Windows install and instead of installing Warzone, I have installed Fortnite. Whilst Fortnite seems more stable than Warzone, it has still crashed within a few minutes of loading, whereas on Warzone we couldn't get in to a game.

Any suggestions as to my next course of action would be very welcome.

Many thanks

Phil

You mentioned after a windows reinstall you were checking for nvidia driver updates from geforce experience. Where did you get GeForce experience from?

You should be downloading the driver directly from nvidia, not separately installing GeForce experience and then updating through that?

Just being doubly sure on the install process.

 

[philj99]

You mentioned after a windows reinstall you were checking for nvidia driver updates from geforce experience. Where did you get GeForce experience from?

You should be downloading the driver directly from nvidia, not separately installing GeForce experience and then updating through that?

Just being doubly sure on the install process.

Hi, yes I used GeForce Experience to obtain the driver, and obtained the GeForce Experience from the Nvidia website. I have completed another fresh install of windows, then taken the specific driver from Nvida then reinstalled Warzone, and tried running this with version 11 of DirectX.
Managed to play one game on Warzone, before it started crashing. Sometimes it crashes in the lobby, and other times in game itself. Latest error message is Dev 5763.
Any other suggestions would be very welcome.
Thanks
Phil

 

[jamiephillips909]

Dev error 5763 is a critical error that prevents Call of Duty: Modern Warfare or Warzone from launching. In many cases, the problem stems from your PC's RAM, particularly its clock speed. Reducing your RAM clock speed or disabling XMP should fix error 5763 is what dev error 5763 is ? tho i dont know a whole lot about xmp profiles and ram clock speeds

 

[jamiephillips909]

could it be a faulty ram stick ?

 

[philj99]

Thanks. I will contact PC Specialist.

The other thing I have noticed is before the PC crashes, the signal to the monitor looks like its being interrupted momentarily; there is a slight flicker on the screen and then the monitor's "HDMI" sign appears on screen - a bit like you have removed and then reconnected an HDMI cable. This seems to happen each time before the PC crashes, so I think it may be related. The monitor and HDMI cable are fine as they are used without issue on a different PC, and the problem still occurs when a different HDMI and monitor are used. Could this be a GPU issue?

 

[philj99]

It could be a graphics card issue. However, it could also be a RAM issue..it's surprising how many errors pointing elsewhere lead back to RAM. I would definitely try to rule the RAM out as it is much easier to replace than a graphics card.

I would, after having grounded myself on something appropriate, remove one of the RAM sticks and then try running Warzone (I believe 8GB RAM is sufficient to run that game).....if the crashes happen again, then remove the RAM stick and replace it with the other one and see what happens. It could be that one or both RAM sticks are flaky (given what was posted above about the error).

I spoke to PC Specialist, who in fairness were really helpful on the phone. They have logged the fault and have recommended exactly what you have suggested. Will let you know how we get on. Thanks for your help.

 

[jamiephillips909]

Any update phill intrested to see if there was a issue with the ram ?

 

[philj99]

Hi Jamie and Nursemorth - virtual beers coming your way! Yes, was a dodgy stick of RAM, so proved easy to diagnose by running Warzone on 1 stick of RAM and working out which one was faulty. With one stick of RAM the faulty RAM created issues immediately on loading the game, rather than after a minute or two when both sticks were in.
Just need to email PC Specialist to arrange for them to drop off replacement RAM and collect the faulty RAM. Game runs ok with single stick, so one very happy son.
Appreciate your help.
Thanks
Phil

 

[jamiephillips909]

Nice one phill sorry took a while to sort it for you ram issues can point to other things glad its not the gpu simple as getting some replacement ram and sticking it in !!! Tap on back for yourself you did the ground work and a happy son is always a good thing beers all round !!!!!