PC shutting down frequently while playing

[fhtagn]

Hello, I'm having an issue where my PC suddenly shuts down and reboots while playing FFXIV. No errors are displayed. The issue started happening a couple months ago, but was very infrequent - maybe once a week. Then about a week ago the shutdowns started becoming more frequent, and now it happens every time I play, sometimes right as I'm logging in, sometimes after 10-15 minutes of play. It usually happens on zoning (but not always). It only seems to happen with FFXIV.

I've done quite a bit of troubleshooting over the past few days, including, but not limited to:
- re-installing FFXIV
- re-installing Windows (and then FFXIV)
- re-installing FFXIV to the C drive
- running chkdsk on all drives
- running Windows Memory Diagnostics Tool
- running HWMonitor to watch temperatures (max temps for CPU and GPU did hit 76 C, though I've read that's within acceptable parameters)
- opening the case and checking/cleaning all fans
- running OCCT to stress the CPU, GPU, and VRAM for one hour each
- installed WhoCrashed and enabling crash dumps, but none were generated on shutdown
- Event Viewer only reports the unexpected shutdown, and no other errors/criticals

I'm about out of ideas - short of exorcism - and hoping folks here might have some other things to try.

Here is my Config > System Information:

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

MyDocument C:\Users\fhtag\Documents
FINAL FANTASY XIV ONLINE F:\FFXIV\SquareEnix
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) (19041.vb_release.191206-1406)
SYSTEM_CPU Intel(R) Core(TM) i9-10900K CPU @ 3.70GHz (20 CPUs), ~3.7GHz
SYSTEM_CORE_NUM SYSTEM_CORE_LOGIC 20 SYSTEM_CORE_PHYSICS 10
SYSTEM_BIOS BIOS Date: 07/21/20 16:13:09 Ver: 05.00011
SYSTEM_LANGUAGE English (Regional Setting: English)
SYSTEM_MEMORY 32665.891MB
SYSTEM_VIRTUAL_MEMORY 134217727.875MB
SYSTEM_PAGE_FILE 37785.891MB
SYSTEM_STORAGE C:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 476.400GB SYSTEM_FREEDISC_SPACE 415.873GB
SYSTEM_STORAGE D:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.511GB SYSTEM_FREEDISC_SPACE 405.544GB
SYSTEM_STORAGE E:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 1862.891GB SYSTEM_FREEDISC_SPACE 468.654GB
SYSTEM_STORAGE F:\ SYSTEM_HARDDISK_DRIVE SYSTEM_TOTALDISC_SPACE 931.511GB SYSTEM_FREEDISC_SPACE 800.859GB
SYSTEM_DIRECTX_VERSION DirectX 12
SYSTEM_GRAPHICS NVIDIA GeForce RTX 3080
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP NVIDIA GeForce RTX 3080
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 10077.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM 16332.945 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 2560 x 1440 (32 bit) (144Hz)
SYSTEM_GRAPHICS_DRIVER C:\Windows\System32\DriverStore\FileRepository\nvmdi.inf_amd64_fd6b823f03746fed\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvmdi.inf_amd64_fd6b823f03746fed\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvmdi.inf_amd64_fd6b823f03746fed\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvmdi.inf_amd64_fd6b823f03746fed\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 27.21.0014.6611
SYSTEM_GRAPHICS_DRIVER_DATE 4/11/2021 20:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_GRAPHICS NVIDIA GeForce RTX 3080
SYSTEM_GRAPHICS_DEVICE \\.\DISPLAY2
SYSTEM_GRAPHICS_CHIP NVIDIA GeForce RTX 3080
SYSTEM_GRAPHICS_MAKER NVIDIA
SYSTEM_GRAPHICS_VRAM 10077.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM 16332.945 MB
SYSTEM_GRAPHICS_DAC Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE 2560 x 1440 (32 bit) (100Hz)
SYSTEM_GRAPHICS_DRIVER C:\Windows\System32\DriverStore\FileRepository\nvmdi.inf_amd64_fd6b823f03746fed\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvmdi.inf_amd64_fd6b823f03746fed\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvmdi.inf_amd64_fd6b823f03746fed\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvmdi.inf_amd64_fd6b823f03746fed\nvldumdx.dll
SYSTEM_GRAPHICS_DRIVER_VERSION 27.21.0014.6611
SYSTEM_GRAPHICS_DRIVER_DATE 4/11/2021 20:00:00
SYSTEM_GRAPHICS_DRIVER_LANGUAGE English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER 3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE SYSTEM_SUPPORT
SYSTEM_SOUND Digital Audio (S/PDIF) (High Definition Audio Device)
SYSTEM_SOUND_DEVICE_ID {517A3F30-6FDB-4EB5-ADFE-B209F15CE9EC}
SYSTEM_SOUND_DEVICE_NAME HdAudio.sys
SYSTEM_SOUND_DRIVER_VERSION 10.0.19041.264
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 5/8/2020 20:00:00
SYSTEM_SOUND LG ULTRAGEAR (NVIDIA High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {A1C93192-B266-4528-8068-51F723571637}
SYSTEM_SOUND_DEVICE_NAME nvhda64v.sys
SYSTEM_SOUND_DRIVER_VERSION 1.3.38.40
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 10/15/2020 20:00:00
SYSTEM_SOUND LG ULTRAGEAR (NVIDIA High Definition Audio)
SYSTEM_SOUND_DEVICE_ID {E986EF59-B427-43E6-97D8-1BF3315C64AF}
SYSTEM_SOUND_DEVICE_NAME nvhda64v.sys
SYSTEM_SOUND_DRIVER_VERSION 1.3.38.40
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 10/15/2020 20:00:00
SYSTEM_SOUND Speakers (High Definition Audio Device)
SYSTEM_SOUND_DEVICE_ID {D5602693-3A29-4994-9D1F-073E55766BD2}
SYSTEM_SOUND_DEVICE_NAME HdAudio.sys
SYSTEM_SOUND_DRIVER_VERSION 10.0.19041.264
SYSTEM_SOUND_DRIVER_LANGUAGE English
SYSTEM_SOUND_DRIVER_DATE 5/8/2020 20:00:00
SYSTEM_INPUT {6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME Mouse
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 3 SYSTEM_GAMEPAD_BUTTON 5 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 {2BB82250-A152-11EB-8001444553540000}
SYSTEM_INPUT_NAME Razer Tartarus V2
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 573 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {6CCF70E0-A14D-11EB-8001444553540000}
SYSTEM_INPUT_NAME Wireless Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 652 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {2BB84960-A152-11EB-8002444553540000}
SYSTEM_INPUT_NAME Razer Tartarus V2
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {6CCF97F0-A14D-11EB-8002444553540000}
SYSTEM_INPUT_NAME Wireless Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 3 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {6CCF97F0-A14D-11EB-8003444553540000}
SYSTEM_INPUT_NAME Wireless Receiver
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {2BB84960-A152-11EB-8003444553540000}
SYSTEM_INPUT_NAME Razer Tartarus V2
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {6CCFBF00-A14D-11EB-8004444553540000}
SYSTEM_INPUT_NAME AURA LED Controller
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 0 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {2BB84960-A152-11EB-8004444553540000}
SYSTEM_INPUT_NAME Razer Tartarus V2
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {2BB87070-A152-11EB-8005444553540000}
SYSTEM_INPUT_NAME HID-compliant consumer control device
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 0 SYSTEM_GAMEPAD_BUTTON 1024 SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT {2BB87070-A152-11EB-8006444553540000}
SYSTEM_INPUT_NAME Joystick (Razer Tartarus V2)
SYSTEM_INPUT_REMARKS SYSTEM_GAMEPAD_AXIS 6 SYSTEM_GAMEPAD_BUTTON 24 SYSTEM_GAMEPAD_FOV 1


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

FFXIVLauncher
Technical Support - Google Chrome
*Untitled - Notepad
Microsoft Store
Microsoft Store
Settings
Settings
Microsoft Text Input Application


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

Dropbox
Google Chrome
Microsoft Edge
Microsoft Edge Update
Razer Synapse
X-Mouse Button Control 2.19.2
Dropbox Update Helper
FINAL FANTASY XIV ONLINE
Microsoft Visual C++ 2017 Redistributable (x86) - 14.13.26020
Intel(R) Chipset Device Software
Microsoft Visual C++ 2017 Redistributable (x64) - 14.13.26020
Microsoft Visual C++ 2017 x86 Additional Runtime - 14.13.26020
Microsoft Visual C++ 2017 x86 Minimum Runtime - 14.13.26020
Microsoft Office Home and Student 2019 - en-us
Microsoft Visual C++ 2017 x64 Minimum Runtime - 14.13.26020
Office 16 Click-to-Run Licensing Component
Office 16 Click-to-Run Extensibility Component
Office 16 Click-to-Run Localization Component
Microsoft Update Health Tools
NVIDIA Graphics Driver 466.11
NVIDIA GeForce Experience 3.22.0.32
NVIDIA Optimus Update 38.0.7.0
NVIDIA PhysX System Software 9.19.0218
NVIDIA Update 38.0.7.0
NVIDIA FrameView SDK 1.1.4923.29781331
NVIDIA SHIELD Streaming
NVIDIA HD Audio Driver 1.3.38.40
NVIDIA Install Application
NVIDIA ABHub
NVIDIA Backend
NVIDIA Container
NVIDIA TelemetryApi helper for NvContainer
NVIDIA LocalSystem Container
NVIDIA Message Bus for NvContainer
NVAPI Monitor plugin for NvContainer
NVIDIA NetworkService Container
NVIDIA Session Container
NVIDIA User Container
NvModuleTracker
NVIDIA NodeJS
NVIDIA Watchdog Plugin for NvContainer
NVIDIA Telemetry Client
NVIDIA Virtual Host Controller
Nvidia Share
NVIDIA ShadowPlay 3.22.0.32
NVIDIA SHIELD Wireless Controller Driver
NVIDIA Update Core
NVIDIA Virtual Audio 4.13.0.0
Intel(R) Chipset Device Software
Microsoft Visual C++ 2017 x64 Additional Runtime - 14.13.26020


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

C:\Program Files (x86)\Dropbox\Client\120.4.4598\QtWebEngineProcess.exe 00003150
C:\Program Files (x86)\Dropbox\Client\Dropbox.exe 00002B04
C:\Program Files (x86)\NVIDIA Corporation\NvNode\NVIDIA Web Helper.exe 00001DD0
C:\Program Files (x86)\Razer\Razer Services\Razer Central\CefSharp.BrowserSubprocess.exe 00002FC8
C:\Program Files (x86)\Razer\Razer Services\Razer Central\Razer Central.exe 00001144
C:\Program Files\Google\Chrome\Application\chrome.exe 000005FC
C:\Program Files\NVIDIA Corporation\NvContainer\nvcontainer.exe 00001A38
C:\Program Files\WindowsApps\Microsoft.WindowsStore_11910.1002.5.0_x64__8wekyb3d8bbwe\WinStore.App.exe 000039DC
C:\Windows\Explorer.EXE 00001878
C:\Windows\ImmersiveControlPanel\SystemSettings.exe 00003338
C:\Windows\System32\DataExchangeHost.exe 00003304
C:\Windows\System32\RuntimeBroker.exe 00001ECC
C:\Windows\System32\SecurityHealthSystray.exe 00002730
C:\Windows\System32\TiltWheelMouse.exe 00002754
C:\Windows\System32\oobe\UserOOBEBroker.exe 00002E74
C:\Windows\System32\smartscreen.exe 00000B98
C:\Windows\SystemApps\Microsoft.Windows.Search_cw5n1h2txyewy\SearchApp.exe 00001EA0
C:\Windows\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe 00001CB8
C:\Windows\SystemApps\MicrosoftWindows.Client.CBS_cw5n1h2txyewy\InputApp\TextInputHost.exe 0000232C
C:\Windows\system32\ApplicationFrameHost.exe 0000334C
C:\Windows\system32\DllHost.exe 000005CC
C:\Windows\system32\SettingSyncHost.exe 00002290
C:\Windows\system32\conhost.exe 00001DE0
C:\Windows\system32\notepad.exe 00002BC4
C:\Windows\system32\sihost.exe 00001A64
C:\Windows\system32\svchost.exe 00003218
C:\Windows\system32\taskhostw.exe 000015F0
D:\Programs\Razer\Synapse3\Service\..\UserProcess\Razer Synapse Service Process.exe 00001698
D:\Programs\Razer\Synapse3\WPFUI\Framework\Razer Synapse 3 Host\Razer Synapse 3.exe 00002A90
F:\FFXIV\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe 00003A34
F:\FFXIV\SquareEnix\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo64.exe 00002A68

[Dynratygus]

Good afternoon and thank you for posting in the Final Fantasy XIV Technical Support Forums

Were any updates or changes made to the PC at the time the crashing started? Additionally does the game crash if the resolution is lowered? If only one monitor is being used, does the crashing still occur?

Thank you for visiting the Final Fantasy XIV Technical Support Forums

[fhtagn]

Hi Dynratygus, thanks for your reply!

There were no updates or changes to the PC - I pretty much only use it to play FFXIV, so I hadn't even added any new games recently, also it's only about 6 months old, so there were no hardware changes either.

I'm going to try your other two suggestions this evening, and will update to let you know how it goes.

[MiniTofu]

Is it a desktop? Accumulated dusts -> overheating leads to shutdown pc to protect itself. I don't know how knowledgeable for you to check.

[worldofneil]

If you have a spare power supply, try swapping it. In my experience regular reboots are always down to the power supply failing.

I find they usually go bad after 2-3 years so yours being only 6 months old seems unusual, but definitely don't discount it. High internal temperatures or running at or near its capacity for extended periods would shorten the lifespan, especially if it's an unbranded no-name one.

[MilkieTea]

If you have a spare power supply, try swapping it. In my experience regular reboots are always down to the power supply failing.

I find they usually go bad after 2-3 years so yours being only 6 months old seems unusual, but definitely don't discount it. High internal temperatures or running at or near its capacity for extended periods would shorten the lifespan, especially if it's an unbranded no-name one.

Sounds like this. XIV could be overheating your PSU leading to it's untimely demise, and especially if it's only whilst playing XIV - it may be too much for it to handle, poor guy.

[fhtagn]

So, good news and bad news - after turning the resolution down from 2560x1440 to 1920x1080 and also turning the graphics settings down from Maximum to High (Desktop) I was able to play for a solid 3+ hours with no crashes! The bad news is, boy I sure hate to have to play on those settings after spending all that money on a nice new rig. XD

MiniTofu - It is a desktop, and I opened it up and gave it a good cleaning to be sure it wasn't dust and cat hair causing the issue, so I should be good on that front. Thanks for the suggestion though!

worldofneil, MilkieTea - I've seen this suggested a few other places as well, for folks with similar shutdown issues, so I'm going to look into getting a new power supply to try that out next - thank you!

[cosmicarmagedon]

So, good news and bad news - after turning the resolution down from 2560x1440 to 1920x1080 and also turning the graphics settings down from Maximum to High (Desktop) I was able to play for a solid 3+ hours with no crashes! The bad news is, boy I sure hate to have to play on those settings after spending all that money on a nice new rig. XD

MiniTofu - It is a desktop, and I opened it up and gave it a good cleaning to be sure it wasn't dust and cat hair causing the issue, so I should be good on that front. Thanks for the suggestion though!

worldofneil, MilkieTea - I've seen this suggested a few other places as well, for folks with similar shutdown issues, so I'm going to look into getting a new power supply to try that out next - thank you!

This sounds like an overheating cpu issue. Cpu's have a thermal cut off that will trigger the bios to shut the system down to prevent damage to the cpu. The important question is was this a prebuilt or was it built by you? Next is it running an air cooler, aio, or custom liquid cool loop?
The recommendations without those 2 questions answered is set your fan speeds to max as it can help pull more cool air in and if it is sitting on carpet, get it onto a hard surface like a stand or a sheet of MDF the size of the foot print of your computer.

[fhtagn]

Well, today I was able to play for a few hours this morning, and then it started shutting down again, even with the lowered resolution/graphics.

cosmicarmagedon - It's a pre-built (from Main Gear), running AIO, and it usually sits on a piece of finished wood a little bigger than the footprint (the case has "feet" to allow air flow so I definitely keep it off the carpet). I went into the BIOS and adjusted the CPU fan speed to Turbo, but unfortunately it didn't seem to help - after rebooting, I logged in, and it shut down just as I was about to load into the game.

On the (sort of) bright side, I was finally able to replicate the issue with a game other than FFXIV. Playing the Witcher 3 at max settings, it shut down about a half hour in, as I was about to enter a cutscene. Now that it's not just happening with FFXIV, Main Gear agreed it must be a hardware issue, and I'm going to be sending it back to them so they can start replacing things and troubleshooting, until they (hopefully) find the issue and fix it.

Thanks to everyone who replied with suggestions!

[cosmicarmagedon]

Well, today I was able to play for a few hours this morning, and then it started shutting down again, even with the lowered resolution/graphics.

cosmicarmagedon - It's a pre-built (from Main Gear), running AIO, and it usually sits on a piece of finished wood a little bigger than the footprint (the case has "feet" to allow air flow so I definitely keep it off the carpet). I went into the BIOS and adjusted the CPU fan speed to Turbo, but unfortunately it didn't seem to help - after rebooting, I logged in, and it shut down just as I was about to load into the game.

On the (sort of) bright side, I was finally able to replicate the issue with a game other than FFXIV. Playing the Witcher 3 at max settings, it shut down about a half hour in, as I was about to enter a cutscene. Now that it's not just happening with FFXIV, Main Gear agreed it must be a hardware issue, and I'm going to be sending it back to them so they can start replacing things and troubleshooting, until they (hopefully) find the issue and fix it.

Thanks to everyone who replied with suggestions!

Sending it in for warranty work is the best solution. Hope they get your computer fixed and back quickly. And it was a pleasure to be of some assistance.

Shine bright fellow Warrior of Light!