New Laptop Seizes/Crashes intermittently while playing

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07-21-2020, 10:19 PM
sektecus

New Laptop Seizes/Crashes intermittently while playing

Cyberpower PC with an AMD Ryzen 4700H processor, NVIDIA RTX2060 GPU, 1TB WD Black SSD, 2 x 16GB RAM. I've installed the latest video drivers, I ran FurMark test and it passed, I ran a memory test and it passed, and did a ChkDsk /F, I've ran it in a clean boot, and I'm still getting lock ups.

The most curious part is how intermittent it is. I can play for 6 hours with no issues and then it will lock up. I restart and it locks up again. I restart and it locks up within an hour. Then, it'll be fine for another 6 hours. The next day, it locks up after an hour, restart, locks up again. Next day, fine all day.

When it locks up, the screen goes black, the laptop becomes completely unresponsive, and only a forced shutdown will recover it. I looked in Event Viewer and the only errors I get are the Kernel-Power errors that result from the forced shutdown itself and nothing pertaining to lock up. I'm inclined, at this point, to think it's the GPU driver, but there are so many versions, I could spend weeks trying to find the right now. The only other thing I can think is that the HD is intermittently failing, but that seems like a stretch.

Finally, I typically play in borderless windowed mode. Any help would be appreciated as I'm fairly new to PC gaming (switching over from consoles).
07-22-2020, 03:50 AM
Rhaervis

Good morning and thank you for posting on the Final Fantasy XIV Technical Support Forums.

To prevent repeating previously attempted troubleshooting, what have you tried to alleviate the problem? Does this crash happen when Final Fantasy XIV is the only program running? Where in game does the crash occur? Also, could you provide a system report? Simply go to the 'Config' option on the Final Fantasy XIV launcher and to the right of 'System Information' click on 'Display.'

Thank you for visiting the Final Fantasy XIV Technical Support Forums.
07-23-2020, 10:56 PM
sektecus

The first two weeks I had the laptop, it didn't happen, then it started on Friday. The lock-ups are random and happen when the game is the only application running and when others are running as well. CPU and GPU utilization are well below max and temperatures are fine.

It happens when I first launch into the game and try to log in and when I'm in the middle of just running around the world and there is no pattern. Sometimes it's immediate, sometimes it's after hours of play.

I've tried the latest video drivers, I've tried FurMark GPU test (passed), memory test (passed), I've tried uninstalling and re-installing the game, I've tried booting in clean mode and running it and, finally, two days ago I restored the system to before the first lock-up and it locked up again this morning.

I'll add the system information to this thread here shortly.
07-24-2020, 02:19 AM
sektecus

-=-=-=-=-=-=- FFXIV Information -=-=-=-=-=-=-

MyDocument C:\Users\le_ro\Documents
FINAL FANTASY XIV - A Realm Reborn Language 1 Region 2
ProxyEnable 0
ProxyServer unspecified
ProxyOverride unspecified

-=-=-=-=-=-=- System Information -=-=-=-=-=-=-

SYSTEM_OS Windows 10 Home 64-bit (6.2, Build 9200) (18362.19h1_release.190318-1202)
SYSTEM_CPU AMD Ryzen 7 4800H with Radeon Graphics (16 CPUs), ~2.9GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 16 SYSTEM_CORE_PHYSICS 8
SYSTEM_BIOS N.1.10CYB00
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 32173.051MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 37037.051MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 930.881GB SYSTEM_FREEDISC_SPACE 824.896GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS AMD Radeon(TM) Graphics
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP AMD Radeon Graphics Processor (0x1636)
SYSTEM_GRAPHICS_MAKER Advanced Micro Devices, Inc.
SYSTEM_GRAPHICS_VRAM 496.602 MB
SYSTEM_GRAPHICS_SHARED_VRAM 16086.525 MB
SYSTEM_GRAPHICS_DAC Internal DAC(400MHz)
SYSTEM_GRAPHICS_DISPLAY_MODE 1920 x 1080 (32 bit) (144Hz)
SYSTEM_GRAPHICS_DRIVER C:\Windows\System32\DriverStore\FileRepository\u0356013.inf_amd64_61ba7b1fb4cf4aec\B355483\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0356013.inf_amd64_61ba7b1fb4cf4aec\B355483\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0356013.inf_amd64_61ba7b1fb4cf4aec\B355483\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0356013.inf_amd64_61ba7b1fb4cf4aec\B355483\amdxc64.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 27.20.1017.1011
SYSTEM_GRAPHICS_DRIVER_DATE 5/24/2020 19:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS NVIDIA GeForce RTX 2060
SYSTEM_GRAPHICS_DEVICE Unknown
SYSTEM_GRAPHICS_CHIP GeForce RTX 2060
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 22066 MB
SYSTEM_GRAPHICS_SHARED_VRAM SYSTEM_UNKNOWN
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE Unknown
SYSTEM_GRAPHICS_DRIVER C:\Windows\System32\DriverStore\FileRepository\nvtf.inf_amd64_27491cf5b10ea246\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvtf.inf_amd64_27491cf5b10ea246\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvtf.inf_amd64_27491cf5b10ea246\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvtf.inf_amd64_27491cf5b10ea246\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 26.21.0014.4280
SYSTEM_GRAPHICS_DRIVER_DATE 3/22/2020 19:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English

SYSTEM_GRAPHICS_PIXEL_SHADER
SYSTEM_GRAPHICS_VERTEX_TEXTURE
SYSTEM_SOUND Speakers (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {A877F8D1-AEB9-422C-AD29-C84D47DA061E}
SYSTEM_SOUND_DEVICE_NAME RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION 6.00.0001.8522
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 8/28/2018 00:00:00
SYSTEM_SOUND Headset Earphone (Wireless Controller)
SYSTEM_SOUND_DEVICE_ID {47B72012-244C-487A-9428-3C4D9F5839A4}
SYSTEM_SOUND_DEVICE_NAME USBAUDIO.sys
SYSTEM_SOUND_DRIVER_VERSION 6.02.18362.0001
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 3/18/2019 00:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 2 SYSTEM_GAMEPAD_BUTTON 2 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {6F1D2B61-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Keyboard
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 128 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {35C0E560-C067-11EA-8009444553540000}
SYSTEM_INPUT_NAME Wireless Controller
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 6 SYSTEM_GAMEPAD_BUTTON 14 SYSTEM_GAMEPAD_FOV 1
SYSTEM_INPUT {35C09740-C067-11EA-8002444553540000}
SYSTEM_INPUT_NAME HID ACPI driver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {35C0BE50-C067-11EA-8006444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {35C0E560-C067-11EA-8008444553540000}
SYSTEM_INPUT_NAME HIDI2C Device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0

-=-=-=-=-=-=- Application Information -=-=-=-=-=-=-

FFXIVLauncher
#coucil-of-nikaea - Discord
Settings
Settings
Microsoft Store
Microsoft Store
Microsoft Edge
Microsoft Edge
Microsoft Edge

-=-=-=-=-=-=- Install Information -=-=-=-=-=-=-

AMD Chipset Software
Intel(R) Wireless Bluetooth(R)
GameInput Redistributable
AMD_Chipset_Drivers
FINAL FANTASY XIV ONLINE
Intel® Software Installer
Realtek Card Reader
Microsoft Visual C++ 2017 Redistributable (x64) - 14.14.26429
AMD PSP Driver
AMD Ryzen Balanced Driver
AMD SBxxx SMBus Driver Alpha
AMD I2C Driver
AMD GPIO2 Driver
Realtek High Definition Audio Driver
AMD Software
Microsoft 365 - en-us
Microsoft Visual C++ 2017 x64 Minimum Runtime - 14.14.26429
AMD Settings
Documentation Manager
GamingCenterU
Branding64
Office 16 Click-to-Run Licensing Component
Office 16 Click-to-Run Extensibility Component
Office 16 Click-to-Run Localization Component
Microsoft Visual C++ 2017 x64 Additional Runtime - 14.14.26429
NVIDIA Graphics Driver 442.80
NVIDIA PhysX System Software 9.20.0221
NVIDIA HD Audio Driver 1.3.38.21
NVIDIA Install Application
NVIDIA USBC Driver 1.38.831.832
AMD WVR64

-=-=-=-=-=-=- Proccess Information -=-=-=-=-=-=-

C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 000006D4
C:\Program Files (x86)\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 000032AC
C:\Program Files\AMD\CNext\CNext\Radeonsoftware.exe 00002EB4
C:\Program Files\OEM\GamingCenterU\UniwillService\MyControlCenter\OSDTpDetect.exe 00002B80
C:\Program Files\Realtek\Audio\HDA\RAVCpl64.exe 00002A7C
C:\Program Files\WindowsApps\Microsoft.SkypeApp_15.61.100.0_x86__kzf8qxf38zg5c\Skype\Skype.exe 00002D24
C:\Program Files\WindowsApps\Microsoft.WindowsStore_12007.1001.2.0_x64__8wekyb3d8bbwe\WinStore.App.exe 00003154
C:\Program Files\WindowsApps\Microsoft.YourPhone_1.20062.97.0_x64__8wekyb3d8bbwe\YourPhone.exe 0000304C
C:\Users\le_ro\AppData\Local\Discord\app-0.0.306\Discord.exe 00002F68
C:\Users\le_ro\AppData\Local\Microsoft\OneDrive\OneDrive.exe 00002A98
C:\Windows\Explorer.EXE 00001E84
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 0000329C
C:\Windows\System32\MicrosoftEdgeCP.exe 00002718
C:\Windows\System32\RuntimeBroker.exe 000010D4
C:\Windows\System32\SecurityHealthSystray.exe 00000F6C
C:\Windows\System32\smartscreen.exe 00000C80
C:\Windows\System32\svchost.exe 00003030
C:\Windows\SystemApps\Microsoft.MicrosoftEdge_8wekyb3d8bbwe\MicrosoftEdge.exe 00002494
C:\Windows\SystemApps\Microsoft.Windows.Cortana_cw5n1h2txyewy\SearchUI.exe 00001560
C:\Windows\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 0000218C
C:\Windows\system32\ApplicationFrameHost.exe 00002478
C:\Windows\system32\DllHost.exe 0000262C
C:\Windows\system32\MicrosoftEdgeSH.exe 00002730
C:\Windows\system32\SettingSyncHost.exe 00002768
C:\Windows\system32\backgroundTaskHost.exe 0000236C
C:\Windows\system32\browser_broker.exe 0000259C
C:\Windows\system32\sihost.exe 00001FD0
C:\Windows\system32\svchost.exe 00002004
C:\Windows\system32\taskhostw.exe 00001D4C
07-24-2020, 02:23 AM
Rhaervis

Good morning and thank you for posting on the Final Fantasy XIV Technical Support Forums.

Have any changes happened to the device before the issue began? We would also like to recommend several other troubleshooting steps:

1) Make sure that your hardware is not overheating and remove any overclocks you may have on your graphics card or processor. Please check that any fans or vents are clear of blocks.
2) Disable any additional programs that could cause interference with the game itself including chat programs. Also, remove any custom configurations made using graphics driver-level programs.
3) Turn off Fullscreen Optimizations. Find the executable file for the game (normally found in the install folder), right-click it and select 'Properties'. Under the 'Compatibility' tab, check the box labeled 'Disable Fullscreen Optimizations', then click 'Apply'.
4) Remove any unnecessary USB or audio devices (controllers, headphones, flash drives etc.)
5) Update and reinstall the drivers for your graphics card
6) Perform a clean boot by opening the task manager and select the 'Start up' Tab. Disable everything

Thank you for visiting the Final Fantasy XIV Technical Support Forums.
08-11-2020, 10:00 AM
Dynratygus

Thank you for posting in the Final Fantasy XIV Technical Support Forums.

Due to no response from the original poster, this thread will be moved to 'Closed Concerns.' If anyone is still having this problem, please create a new thread and we will assist you in any way we can.

Thank you for visiting the Final Fantasy XIV Technical Support Forums.