4 Replies Latest reply on Dec 29, 2016 12:03 PM by Intel Corporation

    Intel® Bay Trail-M Quad Core Pentium N3540 Processor Freeze C-States

    Gabriel7340

      Hi,

       

      I bought this pc X552MJ | Portáteis | ASUS Portugal  with an Intel® Bay Trail-M Quad Core Pentium N3540 Processor.

       

      The Windows operating system is unstable with constant freezes every day. If I change to Linux system, I need this workaround to have a stable system -> https://bugzilla.kernel.org/show_bug.cgi?id=109051

       

      I spent money buying a new pc and all I have is an unreliable system... well I'm working with afraid on this pc... when I will lost my work?... it's now or something like 10 seconds after?

      I can't disable C-States on bios.

       

      What can I do on windows system? Still in warranty, should I send back? Or Intel have a solution related to this issue?

       

      Thank you.

       

        • 1. Re: Intel® Bay Trail-M Quad Core Pentium N3540 Processor Freeze C-States
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello :
           
          Based on the information you gave us it is hard to tell for sure what might be the reason why the PC is getting freeze, could be a problem related to motherboard, processor, memory RAM or even the hard drive.
           
          Normally what we recommend in this situation when you use a desktop PC is to swap parts like test the processor on a different board or test the board with a different processor, also to test the PC with a different memory RAM and hard drive but when it comes to a notebooks is different since normally it is not recommended by the manufacturer to open it because most of the times that will avoid the warranty on it.
           
          So, based on that at this point the best thing to do will be to get in contact with ASUS directly, since they are the manufacturer of it they might have different steps to try to fix this problem, maybe a BIOS update is needed, maybe they already have a work around to fix this problem.
           
          So please do that, they should be able to provide further technical and warranty assistance in the case there is no option to fix it. If the notebook is under warranty they should be able to replace it for you based on their own warranty policy.
           
          ASUS’s support site for Portugal: https://www.asus.com/pt/support
           
          ASUS’s phone number: +351-211156011
           
          Any questions, please let me know.
           
          Alberto
           

          • 2. Re: Intel® Bay Trail-M Quad Core Pentium N3540 Processor Freeze C-States
            Intel Corporation
            This message was posted on behalf of Intel Corporation

            Hello :
             
            I just wanted to check if you have any further questions about this matter and if you were able to get in contact with ASUS to try to fix it?
             
            Any questions, please let me know.

            Regards
             
            Alberto
             

            • 3. Re: Intel® Bay Trail-M Quad Core Pentium N3540 Processor Freeze C-States
              Gabriel7340

              Hello Alberto,

               

              I'm not sure what's the problem, but after some tests, seems to be a problem with the Intel HD graphics driver ( Can be related to C-states? ) . I tried the latest driver version and old versions but without success. How can I workaround it? By pressing FN + F7, disabling and enabling the monitor, when the problem occurs, seems to fix temporarly. I can't deliver the notebook on Asus Support because I need it every day, I'm working with this workaround. Is something wrong with the production of this processor or something wrong with the Intel HD graphics driver?

               

              The only thing I know is that in linux the baytrail processors have a problem related to the C-States and the problem is very similar, if I change to linux I even have to implement the workaround of this page https://bugzilla.kernel.org/show_bug.cgi?id=109051

               

              Thank you.

              • 4. Re: Intel® Bay Trail-M Quad Core Pentium N3540 Processor Freeze C-States
                Intel Corporation
                This message was posted on behalf of Intel Corporation

                Hello :
                 
                Thank you very much for letting us know that information.
                 
                It is hard to tell for sure what might be the problem, could be the graphics could be the processor but also could be the board in the laptop.
                 
                Now, since you tried the Intel drivers and the problem remains at this point we recommend to try the drivers provided by the manufacturer since they were released to work with your system specifically so they might work better, try to install the chipset drivers as well:
                 
                https://www.asus.com/Notebooks/X552MJ/HelpDesk_Download/
                 
                Also another option will be to get in contact with Asus not to send the laptop to them but just to check if they have a work around or some information and a possible fix for this issue, maybe a BIOS update is needed or they might have different troubleshoot steps.
                 
                Any further questions about this matter, please let me know.
                 
                Regards
                 
                Alberto