question PC Shuts down and reboots while gaming

[Jeti]

Hello all,

I have been having some issues with my computer for a while now. The computer works fine when doing normal tasks like working on school documents or watching a YouTube video, but when I try to play videogames, then the computer will randomly turn off and start rebooting again after some time.

 

Computer information:

- Intel Core i5 4690k, Driver version: 10.0.18362.693

- Asus Geforce GTX 970 strix 4GB, Driver version: 26.21.14.4587.

- MSI Z97 GAMING 5 (MS-7917),  Intel Chipset Driver version: 10.1.1.45

- Realtek HD Audio, Driver Version: 6.0.1.8010 

- Crucial BLS8G3D1609DS1S00. 2x8GB DDR 3.

- Samsung 850 Evo 500GB SSD

- Toshiba DT01ACA200 2TB.

- 750 Watt Cooler Master power supply.

- Windows 10 version 1909 (latest).

- Bios date 20140918. 

 

 

Some information:

A new CPU fan was installed a while ago because the old one broke down, and I believe this to be the original cause of my problem.

https://forums.tomshardware.com/threads/computer-shuts-down-and-reboots-when-playing-some-games.1445059/ This thread had some helpful insights and we tried applying new thermal paste and cleaning the HSF properly, sadly this still did not fix the problem. When testing it, the computer shut down within 5 minutes of me playing cs:go.

 

Things I have tried so far:

- Ran Prime95 stress test for about 30 minutes without any issues.

- Ran Prime95 with HWMonitor. Small FFTs test got the CPU temperature up to a maximum of 74 degrees Celsius. Replaced CPU Fan with a working fan, cleaned off HSU and applied new thermal paste. Tried to run BlueScreenView but it did not seem to find any dump files.

- https://www.computerhope.com/issues/ch000605.htm according to this site I should change my restart settings to show the BSoD message, but upon crashing it still did not show me any blue screen message. I was wondering if anyone has any suggestions on what I could do next in order to fix my pc. Could it be that my Heatsink got damaged during the time my old fan was broken? It looks fine with a few small bends here and there, but I just don’t know.

- Cleaned off HSF and applied new thermal paste on CPU.

- Cleaned off GPU and applied new thermal paste on GPU.

- Ran memtest, found 0 errors. 

- I used HWMonitor to monitor cpu temperature:

• Boot: 48 degrees Celsius.
• Idle: 40/41 degrees Celsius.

- I used Msi Afterburner to monitor gpu temperature:

• Boot: 42 degrees Celsius
• Idle: 38/39 degrees Celsius

- Checked Power supply voltages, results are as followed:

• CPU Core: 1.096
• CPU I/O: 1.008
• System/3.3V: 3.376
• System/5V: 5.080
• System/12V: 12.096
• Internal GPU: 0
• DRAM: 1.488

- Was recommended to download my current nvidia driver instead of the latest one, so I did. Because of this I could finally run a benchmark test but did not resolve my issue.

- Ran a userbenchmark.com test. Result: https://www.userbenchmark.com/UserRun/27407816

- Ran Restoro, CPUID CPU-Z, CPUID HWMonitor, CPUID PowerMAX, AIDA64 Extreme.

 

I really have no clue what else I could try, so any help would be appreciated.

 

Thanks in advance,

Jesse.

[Nixxie_Spark]

Have you tried checking event log between the times it restarts? maybe it'll give you a code for why it's doing it.

[Jeti]

48 minutes ago, Nixxie_Spark said:

Have you tried checking event log between the times it restarts? maybe it'll give you a code for why it's doing it.

I just checked the even viewer after the latest crash. I have to tell you, I don't know how to properly read this, so I will share a screenshot of the log around the time of the crash and what the errors and warnings are.

 

 

- Crash occured at 18:43. 

I'll be going over the warnings / criticals and error messages around that time. 

 

 

log.txt

[akram_osama]

It may be because the computer is overheating

 

[Jeti]

2 minutes ago, akram_osama said:

It may be because the computer is overheating

 

I've checked temperatures and applied new thermal paste. Unless I'm missing something I don't believe that to be the case anymore. 

[akram_osama]

4 minutes ago, Jeti said:

I've checked temperatures and applied new thermal paste. Unless I'm missing something I don't believe that to be the case anymore. 

• Spoiler

  Have you added any new hardware card recently

   

[Jeti]

I found the following answer with relation to error code 7009. But as it said it is about changing the registry. Could some one verify that this is the next step to take? See below.

 

Method 3:

Important this section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:

http://support.microsoft.com/kb/322756

How to back up and restore the registry in Windows

 

a)      Click Start, click Run, type regedit, and then click OK.

b)      Locate and then click the following registry subkey:

 

c)      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control

 

d)      In the right pane, locate the ServicesPipeTimeout entry.

 

Note If the ServicesPipeTimeout entry does not exist, you must create it. To do this, follow these steps:

a)      On the Edit menu, point to New, and then click DWORD Value.

b)      Type ServicesPipeTimeout, and then press ENTER.

 

c)      Right-click ServicesPipeTimeout, and then click Modify.

d)      Click decimal, type 60000, and then click OK.

 

Original link: https://answers.microsoft.com/en-us/windows/forum/windows_7-performance/several-service-control-manager-issues-event-ids/5eb047bb-e5bf-47b3-a661-299f6f9835ba

[Jeti]

Just now, akram_osama said:

•   Reveal hidden contents

  Have you added any new hardware card recently

   

The only recent hardware change I have made is replacing my CPU fan as it did no longer work. 

[akram_osama]

14 minutes ago, Jeti said:

I've checked temperatures and applied new thermal paste. Unless I'm missing something I don't believe that to be the case anymore. 

• Spoiler

  Have you added any new hardware card recently

  Spoiler

  The reason for the sudden shutdown of the computer can be due to a problem with the hardware drivers, and this can be confirmed by opening Device Manager by pressing the ^^Win ^^and ^^X^^ button and then typing Device Manager and making sure that there is no error mark, whether yellow or red next to any Of the items that will appear in the list and in the event of any error mark, update the profiles by aspirating by right-clicking on the error and then pressing Update Driver. You can also make sure that there are no problems with the hard disk through the Check Disk tool by writing the CHKDSK / f / r command and then pressing Enter and then writing the letter Y, then wait for the performance to finish its work and restart the computer and show the error report

   

[Jeti]

26 minutes ago, akram_osama said:

•   Reveal hidden contents

  Have you added any new hardware card recently

    Hide contents

  The reason for the sudden shutdown of the computer can be due to a problem with the hardware drivers, and this can be confirmed by opening Device Manager by pressing the ^^Win ^^and ^^X^^ button and then typing Device Manager and making sure that there is no error mark, whether yellow or red next to any Of the items that will appear in the list and in the event of any error mark, update the profiles by aspirating by right-clicking on the error and then pressing Update Driver. You can also make sure that there are no problems with the hard disk through the Check Disk tool by writing the CHKDSK / f / r command and then pressing Enter and then writing the letter Y, then wait for the performance to finish its work and restart the computer and show the error report

   

Here are the results from the disk check.

disk check log.txt

[akram_osama]

 

17 minutes ago, Jeti said:

 

Check if the new CPU is working well

 

And there may be viruses Get rid of them all with a reliable antivirus

Check if the new CPU is working well

[Jeti]

3 minutes ago, akram_osama said:

 

Check if the new CPU is working well

Just checked again. All of my fans are working .Any advice regarding that log?

 

On a side-note I just changed the registry regarding solution 3 I posted above. Still crashed though.

[akram_osama]

7 minutes ago, Jeti said:

Just checked again. All of my fans are working .Any advice regarding that log?

 

On a side-note I just changed the registry regarding solution 3 I posted above. Still crashed though.

The record you sent was normal Since your computer does not suffer from any malfunction, I suggest you configure the system

[WkdPaul]

2 hours ago, akram_osama said:

*snip* I suggest you configure the system

???????????

 

If you're only gonna throw meaningless words, please don't reply. When people are asking for help, focus on helping (if you can), if you can't that fine, but don't reply nonsense!

 

 

@Jeti if someone ask you do run a CHKDSK or  SFC SCANNOW, please ignore them, those are completely useless tolls that 99.99999% of the time don't do anything, and when they do, it doesn't fix the issue you're having!

 

 

With that said, from the Event Viewer logs you posted, it seems there's an Intel driver crashing ;

01/05/2020 18:02:27    Service Control Manager    7009    None    A timeout was reached (45000 milliseconds) while waiting for the Intel(R) SUR QC Software Asset Manager service to connect.

 

Try to install older drivers for your motherboard chipset maybe? It's also possible you damaged something when the CPU fan died, but that's harder to troubleshoot without spare parts.

[Jeti]

8 minutes ago, wkdpaul said:

???????????

 

If you're only gonna throw meaningless words, please don't reply. When people are asking for help, focus on helping (if you can), if you can't that fine, but don't reply nonsense!

 

 

@Jeti if someone ask you do run a CHKDSK or  SFC SCANNOW, please ignore them, those are completely useless tolls that 99.99999% of the time don't do anything, and when they do, it doesn't fix the issue you're having!

 

 

With that said, from the Event Viewer logs you posted, it seems there's an Intel driver crashing ;

01/05/2020 18:02:27    Service Control Manager    7009    None    A timeout was reached (45000 milliseconds) while waiting for the Intel(R) SUR QC Software Asset Manager service to connect.

 

Try to install older drivers for your motherboard chipset maybe? It's also possible you damaged something when the CPU fan died, but that's harder to troubleshoot without spare parts.

Thanks for your reply. I did look into that error and came to this page both solution 2 and 3 seem to have no effect on me though. I will go ahead and try an older driver version for my motherboard now. 

[WkdPaul]

6 minutes ago, Jeti said:

Thanks for your reply. I did look into that error and came to this page both solution 2 and 3 seem to have no effect on me though. I will go ahead and try an older driver version for my motherboard now. 

Yeah, that's for Windows 7 (the KB update), so that probably won't work, and making the timeout longer won't help either since that's only putting a band-aid on it. It's better to find the source of the issue than working around it.

[Jeti]

Just downloaded MSI Z97 Gaming 5 Intel Chipset Driver 10.1.1.9 

Still crashed though. Any further recommendations? It got to the point where I crash the second cs:go finishes loading the map.

[Jeti]

I managed to resolve my issue by ordering a new PSU. It appears that the old PSU was defect indeed. Thanks to every one that replied!