Computer crashing when playing Seige

[Clairemc0974]

Hello
We bought a PC SPECIALIST - Vortex ST-S Gaming PC - Intel® Core™ i7, RTX 2070 Super, 2 TB HDD & 256 GB SSD about a month ago for our son from Currys
When he is playing seige the computer crashes and shuts down.. he has put it into low power mode and it is now working. Is this an issue with the power supply or could it be something else.
Looking for advice before I contact Currys.
Spec below

Type	Gaming PC
Operating system	Windows 10 (64-bit)

PERFORMANCE

Processor	- Intel® Core™ i7-9700 Processor - Octa-core - 3.0 GHz / 4.7 GHz - 12 MB cache
RAM	- 16 GB DDR4 (2400 MHz) - 32 GB maximum installable RAM
Graphics card	- NVIDIA GeForce RTX 2070 Super - 8 GB GDDR6
Storage	- 2 TB (7200 rpm) - 256 GB SSD

CONNECTIVITY

WiFi	- 802.11n - 2x2 - Up to 300 Mbps
Ethernet	Gigabit Ethernet port
USB	- USB 3.0 x 4 - USB 2.0 x 2
Video connections	- HDMI x 1 - DisplayPort x 1 - DVI x 1
Audio connections	3.5 mm jack

SOUND

Audio software	Realtek ALC887 8-channel high definition audio

MEDIA

Disc drive	No
Memory card reader	No

FEATURES

Mouse / trackpad	No
Keyboard	No

GENERAL

Colour	Black
Box contents	- PC Specialist Vortex ST-S Gaming PC - Power cable - Driver discs - Manual - Welcome pack
Dimensions	455 x 212 x 464 mm (H x W x D)
Weight	10 kg
Manufacturer’s guarantee	1 year
Software	* Full version of Microsoft Office not included * Full version of anti-virus / internet security not included - Office 365 (30 day trial) - BullGuard Internet Security (90 day trial)

 

[ubuysa]

The first thing to check are the temperatures. Something like HWMonitor from https://www.cpuid.com/softwares/hwmonitor.html would be good. Post a screenshot both at idle (with nothing running) and under load.

 

[Clairemc0974]

Hello it definitely appears to be over heating. It is only running for about 5-10 mins at a time before crashing. Advice on what to do next would be good. Could it be faulty, should we return it to the shop?
Thanks in advance.

 

[Clairemc0974]

I have attached the full HWMonitor report in case it has more information.

 

[ubuysa]

Those temps look ok to me. I assume these are idle temps? Can you produce an HWMonitor display when it's under some load (not the game that crashes but perhaps another one)?

Does it write a dump when it crashes? Is there anything in the folder C:\Windows\Minidumps or is there a file called C:\Windows\MEMORY.DMP? Upload any you find to the cloud and post a link(s) here. We'll gladly take a look to see if we can isolate what's causing the crash.

 

[Clairemc0974]

Hi,

The screenshots are at idle when the PC was first booted up. The text file was after the crash but it wasn't straightaway I've just learned so we will do it again and post the results. There no logs in the locations you mention, if there is a way to enable the logging we will switch if on if you can advise how to.

 

[Grumpywurzel]

Where did you get those voltages from??? (First Screenshot), they seem a little low? I've got the same CPU as you, albeit in a laptop-

 

[Clairemc0974]

pc specialist - vortex st-s gaming pc - intel® core™ i7, rtx 2070 super, 2 tb hdd & 256 gb

Fortnite and Seige unable to play - son does not get past loading screen. Games are located on SSD.

Any advice appreciated as we are having constant issues with this PC being able to play games which is what we bought it for in June. Is there possibly an issue with the PC or is it most likelt definately to be a software issue

Thanks in advance

 

[Clairemc0974]

hello yes its plugged into the graphics card

 

[SpyderTracks]

Before that I’d suggest applying any windows updates.

And when you say it does not get past the loading screen, what happens? Does it bsod or feeeze or just exit the program?

 

[SpyderTracks]

Forgot about Windows Updates...I assumed, whether rightly or wrongly, that a system bought in June would have been updated.

Always worth checking just on the off chance.

 

[Clairemc0974]

Before that I’d suggest applying any windows updates. - Will do

And when you say it does not get past the loading screen, what happens? Does it bsod or feeeze or just exit the program?
- On fortnite it freezes the game with a disclaimer on the screen and a shut down is required and on seigie it freezes the game and puts a disclaimer on the screen but i dont need to shut it down. "Im sorry the game has crashed"

 

[Scott]

Did it work in June? Has something changed in the time since? Either usage requirements or other?

 

[Clairemc0974]

It’s been having issues for a while since we got it and I posted a while back. It’s recently started again. We initially thought it was over heating.
We ran the stress test and it says an error has occurred but doesn’t say what.

 

[barlew]

Can you post the full specs mate?

 

[SpyderTracks]

Hi Claire, I’ve merged the threads so we can see the history

 

[barlew]

When the PC crashes what exactly does it do? Does it blue screen and turn off? Does it literally cut out everything goes black and the tower loses power? Does the game crash and you still see the graphics but cannot control the system until you hard reset?

 

[Clairemc0974]

I think you should see them now that the threads have been merged

 

[Clairemc0974]

Hi he says it closes the game and he can’t do anything until he hard resets

 

[barlew]

Hi he says it closes the game and he can’t do anything until he hard resets

So just for clarity the game crashes to the desktop and then windows locks up and he cant do anything at all until he hard resets?