PC rebooting itself

[SpyderTracks]

I have a brother HL-L8260CDW. It doesn't have any cables in. I have it set up on my deco mesh, which requires me to be connected the deco network before it'll find it on my PC. My PC is connected via LAN, so maybe I need to reconfigure the printer to use the main routers network directly instead (its right below the printer, so signal strength is fine ). I'll have a look at that once this power issue is sorted. One thing at a time haha



Just the one that I got with the machine: Wireless Network Card WIRELESS INTEL® Wi-Fi 6E AX210 2,400Mbps/5GHz, 300Mbps/2.4GHz PCI-E CARD + BT 5.0

The printer is connected on the wifi, not the PC.

The deco mesh is extending the routers wifi, so connected to the router

The PC is able to print to it as it's connected on the LAN to the same network.

You don't need any wifi card for what you're describing.

 

[ubuysa]

People, the OP's issue is NOT related to wireless printing, so can we please stick to the point.

Thanks for the details. I tried running DDU. It removed the GFX drivers, and went down to 1 screen. I then downloaded https://www.amd.com/en/support/download/drivers.html and run that - but it gave an error:

View attachment 42251

After that, when I rebooted it went into a meltdown mode, and wouldn't even get my into safe mode. I ended up having to do a restore point recovery , which fortunatly got me into the machine - but I think its still got the duplicatd drivers on. I'm scared to try it again now :/

That error looks as though the installer is pointing to the wrong folder. That's very odd with the AMD support tool. You might do better downloading the specific Radeon 580 driver from here, then manually installing it. After running DDU to remove those two existing drivers.

Just to be clear, you mentioned in your original post that....

....I have moved my Radeon RX 580 GFX card, as I need more screens for work...

The motherboard supports both HDMI and DP ports, AFAIK the AMD Radeon™ Graphics (RDNA2) on the Ryzen 9 7900 CPU supports DP and USB-C(?). The Radeon 580 supports HDMI and 3 x DP. How many monitors are you running, where are they plugged in, and what port type are they using?

Could you also confirm that using one monitor plugged into the motherboard (and using the Ryzen 9 7900 iGPU) does not cause this black screen issue? That will allow us to isolate the problem to the Radeon 580 or its driver.

 

[youradds]

As an update with the wifi printing - moving my printer over to the Asus router SSID (vs the deco mesh) means it lets me print now on the wifi, without actually connecting the wifi I'll keep the wifi card in for now (seeing as I have it), but its good to know I don't need to keep connecting the wifi every time I want to print something now!

 

[youradds]

People, the OP's issue is NOT related to wireless printing, so can we please stick to the point.


That error looks as though the installer is pointing to the wrong folder. That's very odd with the AMD support tool. You might do better downloading the specific Radeon 580 driver from here, then manually installing it. After running DDU to remove those two existing drivers.

Just to be clear, you mentioned in your original post that....

The motherboard supports both HDMI and DP ports, AFAIK the AMD Radeon™ Graphics (RDNA2) on the Ryzen 9 7900 CPU supports DP and USB-C(?). The Radeon 580 supports HDMI and 3 x DP. How many monitors are you running, where are they plugged in, and what port type are they using?

I have 4 in the 580. 2 x DP, 1 x HDMI, and 1 x DVI. The the motherboard one I have just the one HDMI I believe.

Could you also confirm that using one monitor plugged into the motherboard (and using the Ryzen 9 7900 iGPU) does not cause this black screen issue? That will allow us to isolate the problem to the Radeon 580 or its driver.

Thanks. I manually downloaded whql-amd-software-adrenalin-edition-24.3.1-win10-win11-mar20-vega-polaris.exe from their tool (selecting my specific gfx card), vs the download tool I tried before - where I guess it tries to work out what you have, and download it. It installed ok. I'm not sure how to check if I still have a duplicate driver in there though? (I'm pretty sure I don't - as I had to do a restore point recovery after the failed install)

I currently have 5 screens - which is why I needed the extra graphics card on top of what I had on the MB

In terms of seeing if I get the reboot issue with just the integrated card, its a bit tricky as its so random. It hasn't happened since the AMD driver removal + reinstall, so fingers crosses its fixed... but I don't want to jinx it

Cheers

Andy

 

[ubuysa]

Ok, now you hopefully have only one version of amdkmdag.sys installed we'll see how it goes. If you have more problems please run the Sysnative file collector again and upload the new output.

 

[youradds]

Ok, now you hopefully have only one version of amdkmdag.sys installed we'll see how it goes. If you have more problems please run the Sysnative file collector again and upload the new output.

Hi,

It just did the reboot again Here are the log files:

SysnativeFileCollectionApp.zip

drive.google.com

 

[ubuysa]

I can see the restart in the system log...

Log Name:      System
Source:        Microsoft-Windows-Kernel-General
Date:          19/09/2024 10:02:21
Event ID:      12
Task Category: (1)
Level:         Information
Keywords:      (128)
User:          SYSTEM
Computer:      AndyNewPC
Description:
The operating system started at system time ‎2024‎-‎09‎-‎19T07:02:21.500000000Z.

...but there is nothing to indicate why. That's usually indicative of a hardware cause, or a cause that the Windows error recovery routines aren't able to catch.

You still have two different copies of amdkmdag.sys installed...

 100084632   27/02/2024      03:10:44  "C:\Windows\System32\DriverStore\FileRepository\u0400644.inf_amd64_9691c8ee1bbfcbb7\B399690\amdkmdag.sys"
 106387968   12/06/2024      15:38:04  "C:\Windows\System32\DriverStore\FileRepository\u0403852.inf_amd64_63c1d613d771eff0\B400781\amdkmdag.sys"

...which really doesn't look right to me.

I now think that, despite the difficulty and inconvenience it's going to cause you, that we have to prove whether this issue is related to that Radeon 580 card or driver. The only way to do that is to uninstall the driver with DDU and then remove the Radeon 580 card and just use the iGPU. I appreciate that the problem is random, but it does seem to happen within a couple of days and, from what you said in your OP, it seems to happen whatever you're doing. I think that if you can stand to run the PC without the Radeon 580 and driver for four days without getting a black screen and/or restart then we could be confident that the cause is related to that 580 card or driver.

Of course, if you do get a black screen and/or restart without the card then we're looking in the wrong place. If this happens please run the Sysnative file collection app again and upload the new output.

BTW. There is also an error with a generic USB hub, this is almost certainly a motherboard hub, but the error may well relate to a USB device rather than the hub...

Generic SuperSpeed USB Hub    USB\VID_05E3&PID_0616\6&1B2B7D3C&0&4    This device cannot start.

It would be wise to unplug all USB devices that you don't absolutely need and see whether that has an impact on the restarts.

 

[youradds]

Thanks. I'll give this a go. At least I can have 2 screens on the integrated graphics, so its not like I'm going back to just 1 screen

You still have two different copies of amdkmdag.sys installed...

is there a way I can see this without running Sysnative?

If I look in those 2 folders, I can see 2 .inf files - which have different versions in:

; Installation INF for the AMD display driver.
; Copyright(C) AMD 2007-2024
;-----------------------------------------------
[Version]
Signature="$Windows NT$"
Provider=%ATI%
ClassGUID={4D36E968-E325-11CE-BFC1-08002BE10318}
Class=Display
DriverVer=02/20/2024, 31.0.21912.14
;;LayoutFile=layout.inf
CatalogFile=u0403852.cat

; Copyright(C) AMD 2007-2024
;-----------------------------------------------
[Version]
Signature="$Windows NT$"
Provider=%ATI%
ClassGUID={4D36E968-E325-11CE-BFC1-08002BE10318}
Class=Display
DriverVer=01/11/2024, 31.0.24002.92
;;LayoutFile=layout.inf
CatalogFile=u0400644.cat
PnpLockDown = 1

 

[ubuysa]

Those are the ones, perhaps you do need them both? That sounds odd though...

We'll know more if it restarts without the 580 card.

 

[youradds]

Those are the ones, perhaps you do need them both? That sounds odd though...

We'll know more if it restarts without the 580 card.

I'm going away for a few days now - but will give the card disabling a go tomorrow. I'm guessing just disconnecting the power cable should be enough? (its a bit of a faff getting the card in and out due to the size of it!)

 

[ubuysa]

It would be a much more reliable test if the card was removed - and the driver uninstalled (via DDU). It's important that we have confidence that the 580 is definitely not involved. It can still draw power and communicate via the PCIe lanes if you leave it in. Troubleshooting is often painful, sorry.

Take your time removing it, and remember there may be a latch down by the PCIe slot. Don't break anything in your eagerness to get it out. I've been there and done that!

 

[youradds]

I've removed the card physically now. Also, run DDU. I still see this in device manager:

Is this from the iGPU?

 

[ubuysa]

Yes.

 

[youradds]

Ok cool. I'll see how this goes for the next few days. If it reboots in that time, I'll do a Sysnative dump and upload it

 

[youradds]

It hasn't crashed yet in the last 48 hours. So, I guess it is possible it's the GFX card. It was working fine in my old machine, so its a bit odd if that is the case

 

[ubuysa]

If you still have the old PC does the card still work in there?

At least you've confirmed what the problem is.

 

[youradds]

I do have it - but its a bit of a faff testing it, as it means I need to take the PSU cable from the new machine, and put it back in there (and this case isn't very easy to get into the PSU stuff without dismantling a chunk of the case :/)

 

[ubuysa]

Buy another cable, they're readily available and not expensive. It would be good to know whether the card works in the old PC because, if it does, you can sell it on as a working card.

I just had an afterthought. I wonder whether the problem could be the extra power cable? Is it fully home at both ends? Maybe not if it was awkward to get in. TBH If you do replace the card I would replace that power cable too.

 

[youradds]

I've ordered a new cable (only a £12 one - hopefully its up to the job). Will give the card a go on the old machine when that arrives tomorrow

Is it fully home at both ends? Maybe not if it was awkward to get in.

By fully home, you mean clicked in? I believe so (its a bit of a weird cable, in that you have the 6+2 - not sure why they don't just have 8 on one?). What I ended up doing whe putting it in, was take out one of the other cables on the PSU when fitting the new one, and then put it back in after (you can't reach behind). I guess another option is to unscrew the PSU and slide it out so I get more access to it

 

[SpyderTracks]

I've ordered a new cable (only a £12 one - hopefully its up to the job). Will give the card a go on the old machine when that arrives tomorrow


By fully home, you mean clicked in? I believe so (its a bit of a weird cable, in that you have the 6+2 - not sure why they don't just have 8 on one?). What I ended up doing whe putting it in, was take out one of the other cables on the PSU when fitting the new one, and then put it back in after (you can't reach behind). I guess another option is to unscrew the PSU and slide it out so I get more access to it

You can’t just get any cable, it has to be the right one for your specific PSU model by the way

6+2 is normal for pcie as some gpus only require 6 pins