VIDEO_DXGKRNL_FATAL_ERROR

[Davide_Feletto]

Hi everybody, sorry for my English, it is not my mother-language.
Unfortunately I've been having this error (VIDEO_DXGKRNL_FATAL_ERROR) with BSOD for about 2 months.

I've already tried all the possible solutions, searching for error by error from the event viewer, I've tried updating and downgrading every driver I could find, I've done a thorough cleaning of the laptop and finally a clean install of windows.

I've also done all the stress tests possible with the programs recommended by your customer service, but nothing comes up, except the CPU which is often at 90 degrees even in idle, even after the cleaning.

The error occurs mainly in the "cinematics" parts of some video games (examples: on Helldivers 2 [the startup cinematic jumps, the mission loading cinematic starts the crush] and Expedition 33 [crush at every cinematic]), first the video starts to jump and then it goes into a crash; it also happened to me in other circumstances but I don't remember exactly in which situation. I have to add that many of the games I play are more "laggi" than usual.

At this point I fear that some hardware component has failed.

The point I'm at:
-Done a clean windows installation after formatting the HDD
-Downloaded and installed all the relevant drivers from windows update and component's producers (like cipset, Nvidia, Intell)
-Reinstalled Steam and the relevant games to reproduce the error
-Created the report files (file attached: Report.zip)

This is my last attempt before going for the RMA.

My build (sry, components names are in Italian, but it should be understandable):
Telaio e display
Ionico Series: Widescreen 240 Hz sRGB 100 % LED opaco QHD 16" (2560 x 1600)
Processore (CPU)
Processore Intel® Core™ i9 14 Core 13900H (5.4 GHz Turbo)
Memoria (RAM)
DDR5 SODIMM Corsair 4800 MHz 32 GB (2 da 16 GB)
Scheda grafica
NVIDIA® GeForce® RTX 4060 - 8.0 GB GDDR6 Video RAM - DirectX® 12.1
1o drive SSD M.2
CORSAIR MP600 PRO 4 TB NVMe PCIe (fino a 7000 MB/R, 6850 MB/W)
Lettore di schede di memoria
Lettore di schede di memoria micro-SD integrato
Adattatore CA
1 adattatore CA 230 W
Cavo di alimentazione
1 cavo di alimentazione europeo a trifoglio 1,5 metro
Batteria
1 x Batteria Ionico 73WH
Pasta termica
RAFFREDDAMENTO AVANZATO A CAMERA DI VAPORE
Scheda audio
Audio alta definizione 2 canali + Jack microfono/cuffie
Scheda di rete wireless
LAN GIGABIT e WIRELESS INTEL® Wi-Fi 6E AX211 + BT 5.3
Opzioni USB/Thunderbolt
1 PORTA THUNDERBOLT 4 + 3 PORTE USB 3.2
Lingua tastiera
TASTIERA ITALIANA RETROILLUMINATA MULTICOLORE IONICO
Sistema operativo
Windows 11 Home 64 Bit - inc. Licenza singola
Lingua del sistema operativo
Italia/Italia – Lingua italiana
Supporto di ripristino Windows
Immagine di ripristino multilingue di Windows 10/11 - Download illimitati da account online
Software Office
Prova GRATUITA 30 giorni di Microsoft 365® (richiesto sistema operativo)
Antivirus
NESSUN SOFTWARE ANTIVIRUS
Browser
Google Chrome™
Tastiera e mouse
MOUSE TOUCHPAD 2 PULSANTI INTEGRATO
Webcam
WEBCAM INTEGRATA 2.0 MP FULL HD
Garanzia
Garanzia Oro 3 anni (2 anni Ritiro e spedizione, 2 anni Ricambi, 3 anni Manodopera)
Consegna
4 GIORNI PER LA SPEDIZIONE IN ITALIA
Tempo di costruzione
Costruzione standard – da 3 a 5 giorni lavorativi
Libro di benvenuto
Libro di benvenuto PCSpecialist - Italia
Prezzo: €0,00 IVA e consegna incluse

URL unico da ri-configurare: https://www.pcspecialist.it/configurazioni-salvate/ionico-16/ermNxMPEdR/

 

[SpyderTracks]

What method did you use to clean the laptop?

How long have you had it?

What method did you use to clean install?

 

[Davide_Feletto]

What method did you use to clean the laptop?

How long have you had it?

What method did you use to clean install?

1 - I took it to my trusted technician (for over 10 years), as suggested by customer service, to clean and replace the thermal paste. The problem was already occurring before cleaning.
2 - I've had it for less than 2 years, warranty is still valid.
3 - Bootable USB, create following the tutorial present here.

 

[SpyderTracks]

1 - I took it to my trusted technician (for over 10 years), as suggested by customer service, to clean and replace the thermal paste. The problem was already occurring before cleaning.

Would Suggest it’s not been done effectively. I’d suggest doing it yourself with a Tgermal Grizzly Kryosheet rather than paste

2 - I've had it for less than 2 years, warranty is still valid.

This makes no sense, PCS would never have suggested sending to a 3rd party if warranty was valid as it invalidates the warranty

3 - Bootable USB, create following the tutorial present here.

I’m not sure what this means? Please describe the process you took, don’t reference any tutorial, state what steps you made

 

[Davide_Feletto]

Would Suggest it’s not been done effectively. I’d suggest doing it yourself with a Tgermal Grizzly Kryosheet rather than paste

This makes no sense, PCS would never have suggested sending to a 3rd party if warranty was valid as it invalidates the warranty



I’m not sure what this means? Please describe the process you took, don’t reference any tutorial, state what steps you made

1 - It has been done the right way, again, is my trusted technician for more than 10 years
2 - It does not invalidates the warranty, PCS has a policy that allows you to open the chassis without invalidating anything (as long as you don't do any damage), otherwise you could not do the normal maintenance.
3 - I literally followed this guide https://www.pcspecialist.co.uk/forums/threads/resetting-windows.100564/#post-767769

 

[Martinr36]

2 - It does not invalidates the warranty, PCS has a policy that allows you to open the chassis without invalidating anything (as long as you don't do any damage), otherwise you could not do the normal maintenance

The operative word there being YOU if you read that section of the t&c's it clearly states that any work carried out by a third party will invalidate the warranty

 

[Davide_Feletto]

We are going off track. I just need help to understand if this is a software issue (and possibly how to solve it) or if the only way is to open an RMA.

 

[SpyderTracks]

1 - It has been done the right way, again, is my trusted technician for more than 10 years

That's not what the symptoms are pointing to I'm afraid

2 - It does not invalidates the warranty, PCS has a policy that allows you to open the chassis without invalidating anything (as long as you don't do any damage), otherwise you could not do the normal maintenance.

You didn't do it though, you got a 3rd party repair place which is against warranty terms

PCSPECIALIST - Terms & Conditions

General Terms & Conditions of business.

www.pcspecialist.co.uk

3 - I literally followed this guide

This doesn't tell us the process you took, you need to clearly outline the steps you took as people often think they're following a guide but miss steps

We are going off track. I just need help to understand if this is a software issue (and possibly how to solve it) or if the only way is to open an RMA.

Until you sort out the hardware issues, you can't do any troubleshooting on the software

You've got 2 issues here, overheating and windows is borked. You can't sort windows until you sort the overheating. But they're both issues that would normally be done by the user, no need for an RMA or 3rd Party, this is basic system maintenance.

I don't think we're going to be able to help as you don't seem to be open to suggestions. We do know what we're talking about, but if you don't trust us, it's best just to call PCS directly