1 2 Previous Next 29 Replies Latest reply on Sep 9, 2016 1:52 PM by Intel Corporation

    hardlock i5 6500 - Asus z170 k - with glitch and n

    AndreaR

      PC freezes and makes buzzing noise - YouTube

       

       

       

       

       

      before i had a r9 380 and pc get random freeze ,

       

      removed r9 380 i , using hd 530 i  get randomly hardlock freeze with video glitch like in this video :.

       

      VID 20160722 230025 - YouTube

       

      .

       

      The other problem if i set  sleeping time for monitor , i found the pc with monitor off but the don't wake up .

       

      These two problem .

       

       

      I did already memtest , driver verifier + checked temperature.

       

       

       

      two days ago i removed cpu changed thermal compound and reseated cpu .

       

      no problem for two days but now come back.

       

      i want to understand what i have to rma back if motherboard or cpu

        • 1. Re: hardlock i5 6500 - Asus z170 k - with glitch and n
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello AndreaR:
           
          In order to further assist you we just wanted to check a few details:
           
          Did you try a BIOS update to the latest version of the board?
           
          https://www.asus.com/Motherboards/Z170-K/HelpDesk_Download/
           
          You just need to select the Windows® version you are using and you will be able to see the files you need to do the BOS update.
           
          Did it work fine before using the Intel® HD Graphics 530 controller?
           
          On the following link you will find the latest graphics driver for Intel® HD Graphics 530:
           
          https://downloadcenter.intel.com/download/26099/Intel-Beta-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=88345
           
          Please try that driver and let me now the results.
           
          Did you test the PC using just one memory stick, using different sticks?
           
          Did you test it with a different monitor?
           
          Did you test the board outside the case?
           
          Which Windows® are you using?
           
          In regard to your question, it is very hard to tell at this point what might be the reason for this problem, the best way to find out will be to swap parts, either to test the board with a different processor, or the processor on a different board, however we understand those options might not be always available.
           
          If there is a PC repair store close to you, maybe they will be able to do that, just to make sure if the problem is the processor or the board.
           
          We do have a tool to test the processor, it is very reliable, let me give you the link so you can run it, second option to the left to install it:
           
          https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool
           
          Once test gets completed look for an option that says "file" then select "view file results" and copy paste that report on this thread so we can see it, you can send it as an attachment as well.
           
          Any questions, please let me know.
           
          Alberto
           

          • 2. Re: hardlock i5 6500 - Asus z170 k - with glitch and n
            AndreaR

            My configuration details :

             

            Computer Type PC/Desktop

            OS Windows 10

            CPU Intel(R) Core(TM) i5-6500 CPU @ 3.20GHz

            Motherboard ASUSTeK COMPUTER INC. Z170-K

            Memory CMV8GX4M1A2133C15

             

            PSU

             

            before i had a r9 380 , the problem was  random freeze  (hard lock ) with buzzing sound , but no video glitch.

            • 4. Re: hardlock i5 6500 - Asus z170 k - with glitch and n
              AndreaR

              freezed here VID 20160803 WA0021 - YouTube

               

              after force shutdown from power button

               

              power on and  see the login screen

               

               

              VID 20160803 WA0022 - YouTube

               

               

              (in background  the picture from the freeze)

              • 6. Re: hardlock i5 6500 - Asus z170 k - with glitch and n
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello AndreaR:
                 
                Thank you very much for that information.
                 
                Did you try the BIOS update on the board?
                 
                Did it work fine before using the Intel® HD Graphics 530 controller?
                 
                Did you installed the driver provided above?
                 
                Did you test the PC using just one memory stick, using different sticks?
                 
                Did you test it with a different monitor?
                 
                Did you test the board outside the case?
                 
                We need that information in order to further assist you.
                 
                Since the processor passed the test, that indicates that it is fine, that it is working properly and the problem will be related to the board.
                 
                Do you have the option to swap parts?
                 
                Any questions, please let me know.
                 
                Alberto
                 

                • 7. Re: hardlock i5 6500 - Asus z170 k - with glitch and n
                  AndreaR

                  Intel Corporation ha scritto:

                   

                  Hello AndreaR:

                  Thank you very much for that information.

                  Did you try the BIOS update on the board?

                  bios is the latest versione 1803


                  Did it work fine before using the Intel® HD Graphics 530 controller?

                   

                  before i never user because i always used the r9

                  Did you installed the driver provided above?

                   

                  i already tried the beta driver no fix

                  Did you test the PC using just one memory stick, using different sticks?

                   

                  i will try different stick

                  Did you test it with a different monitor?

                  no
                  Did you test the board outside the case?

                  i will the problem is , sometimes computer work for 48 hour without trouble
                  We need that information in order to further assist you.

                  Since the processor passed the test, that indicates that it is fine, that it is working properly and the problem will be related to the board.

                  Do you have the option to swap parts?

                   

                  at this moment no swap parts
                  Any questions, please let me know.

                  Alberto

                  • 8. Re: hardlock i5 6500 - Asus z170 k - with glitch and n
                    Intel Corporation
                    This message was posted on behalf of Intel Corporation

                    Hello AndreaR:

                    Thank you very much for that information, we appreciate you took the time to letting us know the steps you tried.

                    Which video port are you using?

                    Are you using a high quality cable for that port?

                    At this point, it is very hard to tell what might be the reason for this problem to happen, it could be the processor, the memory RAM or the board itself.

                    Since you do not have the option to swap parts, maybe there is a PC repair store close to you, where they might be able to do that for you; that is actually the best way to find out what is the component that it is not working.

                    If that option is not available, remember that the processor has 3 years of warranty, and we can always replace it for you, but, I just wanted to let you know, that this kind of problem is normally related to the board, especially since the processor passed the test from our tool.

                    Also, you can always get in contact with ASUS to verify if they can try more troubleshoot steps to find out if the source for the issue:

                    ASUS’s phone number; 1-877-339-2787

                    ASUS’S support site: https://www.asus.com/us/support/

                     

                    Did you tried the ASUS's latest graphics driver, those are the ones that say VGA:

                     

                    https://www.asus.com/Motherboards/Z170-K/HelpDesk_Download/

                     

                    Additionally, to re-install Windows® is something that you can try as well.

                    Please let me know the results of testing the PC different memory sticks.

                    Any questions, please let me know.

                    Alberto

                    • 9. Re: hardlock i5 6500 - Asus z170 k - with glitch and n
                      AndreaR

                      im using hdmi cable..

                       

                       

                      i can try vga cable , and i can try a different stick.

                      • 10. Re: hardlock i5 6500 - Asus z170 k - with glitch and n
                        Intel Corporation
                        This message was posted on behalf of Intel Corporation

                        Hello:
                         
                        Thank you for that information.
                         
                        Yes, if you can try a VGA cable that will help, and to test a different stick of memory will be really helpful too.
                         
                        Sometimes, the HDMI cable is not a high quality cable, so, some issues are expected.
                         
                        Please let me know the results of trying those steps, so we can further assist you.
                         
                        Any questions please let me know.
                         
                        Alberto
                         

                        • 11. Re: hardlock i5 6500 - Asus z170 k - with glitch and n
                          AndreaR

                          ok tried vga new problem come.....

                           

                          this time with bsod....

                           

                          when its crashed i readed bad objet header , but after

                          reading the dump telled me:

                           

                           

                           

                          bad object header they save the dump but i dont found it on the log

                          the crash appen at 16:07

                           

                           

                           

                          On Sat 06/08/2016 14:07:28 GMT your computer crashed
                          crash dump file: C:\WINDOWS\Minidump\080616-5796-01.dmp
                          This was probably caused by the following module: ntoskrnl.exe (nt+0x142940)
                          Bugcheck code: 0x189 (0xFFFFE000197484A0, 0x0, 0x0, 0x0)
                          Error: CUSTOM_ERROR
                          file path: C:\WINDOWS\system32\ntoskrnl.exe
                          product: Microsoft® Windows® Operating System
                          company: Microsoft Corporation
                          description: NT Kernel & System
                          The crash took place in the Windows kernel. Possibly this problem is caused by another driver that cannot be identified at this time.


                          On Sat 06/08/2016 14:07:28 GMT your computer crashed
                          crash dump file: C:\WINDOWS\memory.dmp
                          This was probably caused by the following module: ntkrnlmp.exe (nt!KeBugCheckEx+0x0)
                          Bugcheck code: 0x189 (0xFFFFE000197484A0, 0x0, 0x0, 0x0)
                          Error: CUSTOM_ERROR
                          The crash took place in the Windows kernel. Possibly this problem is caused by another driver that cannot be identified at this time.

                          • 12. Re: hardlock i5 6500 - Asus z170 k - with glitch and n
                            AndreaR

                            another freeze this time  black screen and cracking audio in loop

                            • 13. Re: hardlock i5 6500 - Asus z170 k - with glitch and n
                              AndreaR

                              this computer never crashed before .

                               

                              The crashed appen in may after i move in new house

                               

                              latest hardware changes was new case in april....

                               

                              and i used not to many time before move .

                               

                              so is It's worth disassembly everithing and build from scratch ?

                              • 14. Re: hardlock i5 6500 - Asus z170 k - with glitch and n
                                Intel Corporation
                                This message was posted on behalf of Intel Corporation

                                Hello AndreaR:
                                 
                                Thank you very much for that information.
                                 
                                Before you try to disassembly everything:
                                 
                                Did you test it with one memory stick on different memory slots?
                                 
                                Did you test it with different RAM sticks, or a different memory kit?
                                 
                                Do you have the option, to use a different SSD or hard drive?
                                 
                                Another option will be to re-install Windows® from scratch, or look for the options to do a system restore.
                                 
                                Just press and hold the shift key then restart the PC, keep holding the shift key, and you should be able to see different options: select “troubleshoot”, then look for “advance options” then choose “system restore”.  
                                 
                                Any questions, please let me know.
                                 
                                Alberto
                                 

                                1 2 Previous Next