3 Replies Latest reply on Nov 29, 2017 10:56 AM by Intel Corporation

    MSI Ghost Pro 4k 2QE, 5700HQ. CPU clock stuck at 0.76GHz. Multiplier Stuck at 8. Help

    CLI_NINJ4
      Hello!
      My Laptop is MSI Ghost Pro 4k 2QE, processor is 5700HQ.
      My System is running like a potato! CPU Clock is stuck at 0.76Mhz. Multiplier stuck at 8.
      I have reset BIOS. Flashed BIOS, EC Firmware Again, Changed OS, even checked CPU clock speed in Linux. This doesn't seem to be a Software Issue becoz of all that! I am attaching all the Images required to help you debug everything.
      This problem has happened on many laptops from what I have researched online. I have tried debugging from my side but problem is not fixed. I have not opened the hardware to debug as there is no disassembly guide on MSI Website.
      Please help. It's urgent becoz I can't even browse on my system currently. GPU is intact only, CPU is messed up!
      Also, I remembered that perhaps problem started with sleep, so I checked and Put the Computer in Sleep and when I woke it up again CPU clock was then stuck at 0.19GHz, but after restart it was back at 0.76Ghz.
      Here are the links:-
      Solved: Re: Lenovo Z510 CPU stuck at 0.77GHz - Page 39 - Lenovo Community
      Lenovo has apparently released a BIOS update for the fix. Similar Problem has been found on Dell Laptops too.
      http://www.overclock.net/t/1569379/i7-5820k-multiplier-gets-stuck-at-8-after-resuming-from-system-standby

       

      In the output of HWInfo Sensors In the Processor Power Limit Reasons PBM PL1 is written as problem. Please see the attached screenshots in the ZIP File. Screenshots.zip - Google Drive
        • 1. Re: MSI Ghost Pro 4k 2QE, 5700HQ. CPU clock stuck at 0.76GHz. Multiplier Stuck at 8. Help
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hi Thank you very much for contacting the Intel® Processors communities. We are sorry to hear the laptop is not working properly.

          At this point pretty much you tired all the troubleshoot steps that we recommend for this type of scenario, which is a BIOS update, restore the BIOS to defaults and re-install the chipset and management engine drivers provided by the manufacturer. If the problem persists after that, then as you mentioned, it indicates that this is actually a hardware problem. Remember that the warranty on all the components of the laptop including the processor is provided by the manufacturer of it, in this case MSI, so what we recommend is to get in contact directly with them to get further technical or warranty assistance on this subject:
          https://us.msi.com/support

          Additionally, we do have a tool to test the processor, it does an overall test on it, if the processor pasted the test then it should be fine, but if the problem persists then please get in contact with MSI:
          https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool

          Any further questions, please let me know.

          Regards,
          Alberto R

          • 2. Re: MSI Ghost Pro 4k 2QE, 5700HQ. CPU clock stuck at 0.76GHz. Multiplier Stuck at 8. Help
            CLI_NINJ4

            I did run the Intel Processor Diagnostic Tool too. It found no problem and reported that clock speeds are fine. But, it ran very slow. When the tool was running I was keeping tabs on Clock Speed of processor but It didn't change. Intel Processor Diagnostic Tool Didn't detect the clock speed properly.

             

            I also ran Intel XTU and it was showing something along the lines of throttling.

             

            Also, can you help me figure out what is PLB1 in performance limit reasons in HWinfo?

            • 3. Re: MSI Ghost Pro 4k 2QE, 5700HQ. CPU clock stuck at 0.76GHz. Multiplier Stuck at 8. Help
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              : Thank you very much for letting us know those results. In regard to your inquiry, the fact that the processor failed the Intel® PDT test and that the laptop is throttling, it indicates that there could be a problem with the unit itself that might be getting overheated or could be related to a different product like the memory RAM.

              In reference to what is PLB1 on HWinfo, since this is a third party tool we recommend to verify that information with the manufacturer of it:
              https://www.hwinfo.com/forum/

              In this case, the next thing to do will be to get in contact with MSI directly in the case warranty assistance is needed.

              Any questions, please let me know.

              Regards,
              Alberto R