Brand New PC Specialist PC Crashing

[Slap_You7]

Received my order yesterday, it was shipped to Lithuania hence why I am writing here first before contacting support. I updated windows yesterday, installed CS2 and 20mins in the PC completely Crashed. Once rebooted had green lines on the screen appeared as per the image. Using Display port cable, when it was booted again the screen was just black. I knew I was logged in as my steam was showing online, so guessing the issue is with the GPU. Below is the Spec and one of the error messages I found. Any help would be greatly appreciated.


The computer has rebooted from a bugcheck. The bugcheck was: 0x00000116 (0xffff94851dece010, 0xfffff80199980100, 0xffffffffc000009a, 0x0000000000000004). A dump was saved in: C:\windows\Minidump\080724-6281-01.dmp. Report Id: 93906f79-5e95-4d86-924b-302c047c8dc6.


Case
PCS SPECTRUM G ARGB MID TOWER CASE (PWM)
Promotional Item
Get a discount code for 20% off select peripherals at Corsair.com
Processor (CPU)
AMD Ryzen 5 5600X Six Core CPU (3.7GHz-4.6GHz/35MB CACHE/AM4)
Motherboard
ASUS® TUF GAMING B550-PLUS (AM4, DDR4, PCIe 4.0)
Memory (RAM)
32GB Corsair VENGEANCE DDR4 3600MHz (2 x 16GB)
Graphics Card
12GB NVIDIA GEFORCE RTX 3060 - HDMI, DP, LHR
Graphics Card Support Bracket
PCS GRAPHICS CARD SUPPORT BRACKET
1st M.2 SSD Drive
500GB SAMSUNG 970 EVO PLUS M.2, PCIe NVMe (up to 3500MB/R, 3200MB/W)
1st M.2 SSD Drive
1TB SAMSUNG 970 EVO PLUS M.2, PCIe NVMe (up to 3500MB/R, 3300MB/W)
Power Supply
CORSAIR 750W RMe SERIES™ MODULAR 80 PLUS® GOLD, ULTRA QUIET
Power Cable
1 x 1.5 Metre European Power Cable (Kettle Lead)
Processor Cooling
PCS FrostFlow 100 V3 Series High Performance CPU Cooler
Thermal Paste
ARCTIC MX-4 EXTREME THERMAL CONDUCTIVITY COMPOUND
Extra Case Fans
2 x 120mm Thermaltake TOUGHFAN 12 Case Fans
Sound Card
ONBOARD 6 CHANNEL (5.1) HIGH DEF AUDIO (AS STANDARD)
Network Card
10/100/1000 GIGABIT LAN PORT
USB/Thunderbolt Options
2 PORT (2 x TYPE A) USB 3.0 PCI-E CARD + STANDARD USB PORTS
Operating System
Windows 11 Home 64 Bit - inc. Single Licence
Operating System Language
US International/USA - US English Language
Windows Recovery Media
Windows 10/11 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office Software
FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus
NO ANTI-VIRUS SOFTWARE
Browser
Microsoft® Edge
Warranty
3 Year Standard Warranty (6 Month Collect & Return, 1 Year Parts, 3 Year Labour)
Delivery
2 - 6 DAY DELIVERY TO EUROPE (COUNTRY DEPENDANT)
Build Time

 

[TonyCarter]

When you're seeking help with a BSOD

Don't Panic! Many people panic when they get a BOSD, partly this is because they happen unexpectedly and because they usually happen without warning, but also because many believe they mean you have a hardware problem. The good news is that in the majority of cases a BSOD is a software problem...

www.pcspecialist.co.uk

 

[Slap_You7]

When you're seeking help with a BSOD

Don't Panic! Many people panic when they get a BOSD, partly this is because they happen unexpectedly and because they usually happen without warning, but also because many believe they mean you have a hardware problem. The good news is that in the majority of cases a BSOD is a software problem...

www.pcspecialist.co.uk

Will do all of this when back from work, thanks for the heads up!

 

[Scott]

That definitely looks like a hardware issue but it could be something as simple as slightly misaligned PCI-e pins.

Are you able to access the logs etc? Do you have some sort of display now that you can use?

I would switch it all off, power it off at the wall and then re-seat the GPU by gently removing it and re-attaching it. Ensure any power cables are home on it too. To remove the GPU there's a tab where it connects to the motherboard that needs pushed down to release.

 

[Slap_You7]

That definitely looks like a hardware issue but it could be something as simple as slightly misaligned PCI-e pins.

Are you able to access the logs etc? Do you have some sort of display now that you can use?

I would switch it all off, power it off at the wall and then re-seat the GPU by gently removing it and re-attaching it. Ensure any power cables are home on it too. To remove the GPU there's a tab where it connects to the motherboard that needs pushed down to release.

So this is actually my sisters PC, I bought it for her as a birthday present so I personally don't have access to it as we live in separate countries. It did load up eventually yesterday after leaving it off for a bit. She updated Nvidia Drivers too but did not try to load the game again and just turned it off. She is at work at the moment and she will get all the logs as per above post which I hope to post later tonight.

She is also buying a new display port cable today, as the old one was never used but came with a cheapish monitor, not sure if the cable could cause such an issue but its worth a try. She is not totally computer iliterate, but I think she is a bit scared of messing with the graphics card. As you can see per the pic, the processors fan is in the way, I am guessing the clip is under the fan and the fan would need to be removed first to access it? When she sent me the pic of the back of it, it does seem to have a slight gap between the card and the PC case. Not sure if its just not the best case, or it hasn't been fitted in properly or perhaps moved during delivery to Lithuania from the UK. I did for that reason order GPU Support bracket.

What is your recommendation regarding moving the card? Does she need to remove the screws and the bracket or just press the pin and push the card back in? the last thing she wants is to damage the pins, but at the same time don't fancy shipping it back to the UK it it's as simple as that.

Again, thank you for your reply and as I said the logs will be here later tonight when shes back at home.

 

[Scott]

It's worth switching out the cable for a trial. Even trying an HDMI as an interim check might be worthwhile.

The tab for the GPU will be between the cooler and the GPU itself.

It's difficult to recommend anything physical if she isn't comfortable doing so, probably not worth risking. If you can get the logs etc we will take it from that angle. Physically checking the PC is the quickest way to rule some things out but it's only relevant if she would be happy doing so.

 

[Slap_You7]

It's worth switching out the cable for a trial. Even trying an HDMI as an interim check might be worthwhile.

The tab for the GPU will be between the cooler and the GPU itself.

It's difficult to recommend anything physical if she isn't comfortable doing so, probably not worth risking. If you can get the logs etc we will take it from that angle. Physically checking the PC is the quickest way to rule some things out but it's only relevant if she would be happy doing so.

She will have a look at it once home and try the new cable to see how it goes, she will also inspect the GPU and send me some better quality images. Logs will be posted later here too. I also think I posted this to the wrong place, should have done it at tech support rather than sales!

 

[TonyCarter]

She will have a look at it once home and try the new cable to see how it goes, she will also inspect the GPU and send me some better quality images. Logs will be posted later here too. I also think I posted this to the wrong place, should have done it at tech support rather than sales!

Have asked for it to be moved to the correct forum

 

[Scott]

Sorted

 

[ubuysa]

The 0x116 bugcheck indicate a graphics failure, in a new PC that's most likely to be movement of the graphics card, so removing and reseating that would be my first suggestion. It could also be the graphics driver (nvlddmkm.sys for Nvidia cards) but that's unlikely in a new build where you bought Windows, PCS will have installed the right drivers.

Pop the card out and back and check the extra power cable to the card at both ends.

I'll be happy to look at the Sysnative file collector output for you but I'm betting it's movement of the card (or RAM, or anything else TBH).

 

[Slap_You7]

The 0x116 bugcheck indicate a graphics failure, in a new PC that's most likely to be movement of the graphics card, so removing and reseating that would be my first suggestion. It could also be the graphics driver (nvlddmkm.sys for Nvidia cards) but that's unlikely in a new build where you bought Windows, PCS will have installed the right drivers.

Pop the card out and back and check the extra power cable to the card at both ends.

I'll be happy to look at the Sysnative file collector output for you but I'm betting it's movement of the card (or RAM, or anything else TBH).

When removing the graphics card, do I need to remove the screws and completely take it out, unplug the power cables etc?

 

[Scott]

I can't see properly from the image but it looks like a screw-less design backplate? The GPU is fixed at the rear, external to the case, internally via the bracket you ordered and also internally via the PCIe socket itself. The back plate needs released to allow the card freedom from the case itself. The bracket may need removed, certainly if it's fixed to the case it will. If it's just a leg stop then it will be fine. The PCIe will definitely need released.

Method for doing it off the top of my head:

Turn off all power
Remove side panel from case
Turn case on its side for easier access/viewing
Remove power cables from GPU
Remove PCIe "holder" at the rear of the case
If required, remove the GPU bracket
Use something plastic such as a pen to press down on the PCIE release while supporting the GPU
Remove the GPU
Check the pins for damage, if all good reverse the above
When pressing the GPU into the PCIE make sure it is carefully aligned and fully home... press firmly once in place.

 

[Slap_You7]

I can't see properly from the image but it looks like a screw-less design backplate? The GPU is fixed at the rear, external to the case, internally via the bracket you ordered and also internally via the PCIe socket itself. The back plate needs released to allow the card freedom from the case itself. The bracket may need removed, certainly if it's fixed to the case it will. If it's just a leg stop then it will be fine. The PCIe will definitely need released.

Method for doing it off the top of my head:

Turn off all power
Remove side panel from case
Turn case on its side for easier access/viewing
Remove power cables from GPU
Remove PCIe "holder" at the rear of the case
If required, remove the GPU bracket
Use something plastic such as a pen to press down on the PCIE release while supporting the GPU
Remove the GPU
Check the pins for damage, if all good reverse the above
When pressing the GPU into the PCIE make sure it is carefully aligned and fully home... press firmly once in place.

Thanks for the response. all looked good, apart from one ram slot felt a bit lose now feels more secure. Will upload the log files soon and then run the game again for 30min with the new cable to see if the issue persists.

 

[Slap_You7]

Here are the log files. Thank you in advance https://www.dropbox.com/scl/fi/0jok...9olhp7gldkylop2jmt93s4kl&e=1&st=xjabuw0g&dl=0

 

[Slap_You7]

That definitely looks like a hardware issue but it could be something as simple as slightly misaligned PCI-e pins.

Are you able to access the logs etc? Do you have some sort of display now that you can use?

I would switch it all off, power it off at the wall and then re-seat the GPU by gently removing it and re-attaching it. Ensure any power cables are home on it too. To remove the GPU there's a tab where it connects to the motherboard that needs pushed down to release.

Logs uploaded now. Appreciate your time.

 

[Slap_You7]

Quick update, played cs2 for an hour. Nothing crashed but yesterday before it did fps was 200+ and now hovering around 100 and feels laggy. Definitely something isn’t right.

 

[Scott]

Install the free version of 3Dmark, run a fire strike benchmark, click compare online then send over the link.

 

[Slap_You7]

Install the free version of 3Dmark, run a fire strike benchmark, click compare online then send over the link.

Assuming all this is simple enough and can be found on Google as I have 0 experience with any of it?

 

[TonyCarter]

3DMark - The Gamer's Benchmark

Benchmark your PC, tablet and smartphone with 3DMark, The Gamer's Benchmark. Free download, start benchmarking today.

benchmarks.ul.com

 

[ubuysa]

From the logs you uploaded the issue you're having is definitely related to the graphics card. In the System log we see error messages for nvlddmkm.sys associated with each of the 0x116 bugchecks...

Log Name:      System
Source:        nvlddmkm
Date:          07/08/2024 21:01:53
Event ID:      153
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Daiva
Description:
The description for Event ID 153 from source nvlddmkm cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event:

\Device\Video3
Error occurred on GPUID: b00

The message resource is present but the message was not found in the message table

In your Application log there are a couple of OpenGL driver errors, these too are graphics related as you can see from the error information...

Log Name:      Application
Source:        NVIDIA OpenGL Driver
Date:          07/08/2024 22:18:18
Event ID:      1
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Daiva
Description:
The description for Event ID 1 from source NVIDIA OpenGL Driver cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event:

The GPU has been disconnected and this application may become unresponsive.

Error code: 10
 (pid=16644 tid=19968 steamwebhelper.exe 64bit)

Visit http://www.nvidia.com/page/support.html for more information.

The message resource is present but the message was not found in the message table

Note the error data I highlighted above.

Also in your Application log there are crashes of the Desktop Windows Manager component of Windows (DWM) and these are almost guaranteed to be due to a graphics problem...

Log Name:      Application
Source:        Application Error
Date:          07/08/2024 21:02:27
Event ID:      1000
Task Category: Application Crashing Events
Level:         Error
Keywords:    
User:          Window Manager\DWM-1
Computer:      Daiva
Description:
Faulting application name: dwm.exe, version: 10.0.22621.3672, time stamp: 0x85e98d33
Faulting module name: dwmcore.dll, version: 10.0.22621.3810, time stamp: 0x5ddf757a
Exception code: 0x8898008d
Fault offset: 0x000000000011f611
Faulting process id: 0x0x7F8
Faulting application start time: 0x0x1DAE8F3E1F8A56D
Faulting application path: C:\windows\system32\dwm.exe
Faulting module path: C:\windows\system32\dwmcore.dll
Report Id: ebaccc49-f40f-4320-947a-2572ca0cd359
Faulting package full name:
Faulting package-relative application ID:

If removing and reseating the graphics card doesn't help then I would contact PCS. This should not be a Windows or driver problem because PCS did the install.

Incidentally, have you activated your copy of Windows? See Settings > System > Activation. I ask because there are licensing error messages in your Application log....

Log Name:      Application
Source:        Microsoft-Windows-Security-SPP
Date:          08/08/2024 17:08:53
Event ID:      8198
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Daiva
Description:
License Activation (slui.exe) failed with the following error code:
hr=0x80004005
Command-line arguments:
RuleId=31e71c49-8da7-4a2f-ad92-45d98a1c79ba;Action=AutoActivate;AppId=55c92734-d682-4d71-983e-d6ec3f16059f;SkuId=2b1f36bb-c1cd-4306-bf5c-a0367c2d97d8;NotificationInterval=1440;Trigger=NetworkAvailable

You bought Windows with the PC so there shouldn't be any issues with activation.