i9 13900HX dying? (laptop)

[Ritzs]

Disabling ecores didn't help?

No it didn't

Do any of the suggestions on this page How to Fix the 0x887A0006: DXGI_ERROR_DEVICE_HUNG Error in Windows 10 & 11 help? Your CPU has an iGPU and I wonder if there is an iGPU/graphics card chipset issue going on.

I tried everything on this a long time ago when the problem was only on apex. it's most definitely a hardware issue now because a lot of other games have started crashing too.

 

[THEBOSS619]

I reset my laptop. Ran SFC scan AFTER I reset the PC just for good measure. No issues were found.

The only apps I have on my PC right now are: Fusion 360, blender, figma, steam and apex legends.

Ran apex legends the first time. Opened Apex, changed graphics settings to low, went to change mouse sensitivity, immediately crashed with DXGI_DEVICE_HUNG.

Launched Apex again, logging this time with HWinfo, played one match, nothing. Started a new match, 5 mins into the match it crashes. But this time the monitor display goes black a couple seconds after the same DXGI_DEVICE_HUNG error appears. The laptop display starts "blinking". Basically the display comes on for less than a second and then goes back to black again. This happens a couple times. Pressing ctrl+shift+B does nothing. I force shut it down, starts up no issues running fine now.

HWinfo log

I'm slowly descending into 'lose my mind' territory.

What does event viewer says immediately after those issues pops up? It might gives us an idea what is happening

 

[tekjunkie28]

Okay you're right we don't know its degradation but I feel like I should mention... this degradation can manifest in many different ways. The out of video memory errors were just one of the of the first indications connected with it. When my cpu died, there was no out of video memory error. It just blue screened every 5 minutes unless ecores were turned off. And if replacing the cpu fixed the problem, idk what else it could have been other than the cpu. And yes I did reseat the original one and clear cmos and check memory and a laundry list of other diagnostic tests because this was in late 2023 back when I believed cpus failing was extremely rare.


Isn't tvb only an i9 thing or something? All I know is I don't have it with my i7, and i7s are certainly not immune to this problem. We even know of cases where 13600ks are breaking down. I don't think anybody really gets the full picture here except perhaps some intel engineers. So I don't know how we could make absolute statements like 'your CPU is NOT having the problems associated with degradation'

Again not saying it definitely is, but I don't see how we can rule it out yet either. I think intel said they were working on a tool for that.

Edit: I actually believe one of those manifestations is a corrupted OS, so even if sfc / scannow did fix the problem, the question is still open, to me it seems.

Yea, I am aware that it can come from a few different manifestations of errors. I still do not think OP has a degraded cpu from this particular issue though.

AFAIK eTVB is one sever different cpus including the 13700T, which is also a lower power part. As of right now I have not seen an true evidence that laptop cpus are affected nor CPUS without eTVB or Boost3.0.

OP. What drivers are you running?

 

[Apocalypsee]

I tried everything on this a long time ago when the problem was only on apex. it's most definitely a hardware issue now because a lot of other games have started crashing too.

Such a pain to read the whole thread, I felt sorry for you to have such awesome CPU being limited in settings like this. If the BIOS is locked you could probably ask or PM one of the modder in bios-mods forums for them to unlock the BIOS. The BIOS usually have the strings/settings in it, just isn't visible for end user to play around. That's what I did with my ASUS TUF laptops, the BIOS now just as vast as desktop motherboards.

 

[Ritzs]

Such a pain to read the whole thread, I felt sorry for you to have such awesome CPU being limited in settings like this. If the BIOS is locked you could probably ask or PM one of the modder in bios-mods forums for them to unlock the BIOS. The BIOS usually have the strings/settings in it, just isn't visible for end user to play around. That's what I did with my ASUS TUF laptops, the BIOS now just as vast as desktop motherboards.

Acer dude is coming tomorrow to check it out. He also thinks it a motherboard issue.

Yea, I am aware that it can come from a few different manifestations of errors. I still do not think OP has a degraded cpu from this particular issue though.

AFAIK eTVB is one sever different cpus including the 13700T, which is also a lower power part. As of right now I have not seen an true evidence that laptop cpus are affected nor CPUS without eTVB or Boost3.0.

OP. What drivers are you running?

This is what it says in device manager. If I click update it says best drivers are already installed.

What does event viewer says immediately after those issues pops up? It might gives us an idea what is happening

Tons of warnings and fails. I'm attaching screenshots of all the unique ones around the same time apex crashed.

The error at 12:28 is when the crash happened.

Acer dude is coming tomorrow to check it out. He also thinks it a motherboard issue.

This is what it says in device manager. If I click update it says best drivers are already installed.


Tons of warnings and fails. I'm attaching screenshots of all the unique ones around the same time apex crashed.

The error at 12:28 is when the crash happened.

Error log

Related thread on steam:

Some games crashing randomly :: Hardware and Operating Systems

steamcommunity.com

My laptop is already reset.

Also worth saying that I didn't uninstall mcafee this time I reset my PC to test with everything stock. McAfee was uninstalled previously. So it is not the problem.

 

[THEBOSS619]

Tons of warnings and fails. I'm attaching screenshots of all the unique ones around the same time apex crashed.

I have checked every screenshot. This one right here.... you got the famous 0xc0000005 which is plaguing laptop & Desktop CPU's Intel 13th/14th gen [With some cases on older gen. but mostly on 13th/14th]. Lots of report of this. Most likely related to Intel fiasco that is happening.

I think this needs a motherboard replacements. Usually when this error happens.. it happens without those symptoms... but when it happens with symptoms... [like black screen, game crashing, etc..] it's too late and It might need a motherboard replacement.

The reason why I said it is related to Intel fiasco because I have 1 user reported to me that he got this 0xc0000005 on his event viewer... did you know how we fixed it? I will tell you... by accessing through advanced BIOS and applying voltage cap through VR Voltage Limit this user was reporting over 1.6v Core VID [I know it's not accurate but gives a rough idea] ... once he put 1400 [Limit to 1.4v] or even 1350 [Limit to 1.35v] on VR Voltage Limit and those errors disappeared from his event viewer and Core VID never crosses or never goes above 1.4v.

Make it as a last resort.. if Acer didn't honor the warranty.. let's go hardcore & fix it through adv. BIOS settings. I will help you.

Run this command on powershell... and share the CSV file here :
Get-WinEvent -LogName Application | Where-Object { $_.Message -like '*0xc0000005*' } | Export-Csv -Path "C:\events.csv" -NoTypeInformation

We can see how many this error appeared on the event viewer on the CSV file that being generated by this command above. Credits to the user on ASUS forums who provided this commandline above.

Here's some references...

• Definitive 13th/14th gen Intel HX CPU 1.4v Cap Guide, all brands
• ROG Scar 16-17-18 gaming laptops and Intel 13th and 14th gen stability issue
• i9-13980HX Access memory issue/0xc0000005

 

[XpanD]

I have checked every screenshot. This one right here.... you got the famous 0xc0000005 which is plaguing laptop & Desktop CPU's Intel 13th/14th gen [With some cases on older gen. but mostly on 13th/14th]. Lots of report of this. Most likely related to Intel fiasco that is happening.

I think this needs a motherboard replacements. Usually when this error happens.. it happens without those symptoms... but when it happens with symptoms... [like black screen, game crashing, etc..] it's too late and It might need a motherboard replacement.

The reason why I said it is related to Intel fiasco because I have 1 user reported to me that he got this 0xc0000005 on his event viewer... did you know how we fixed it? I will tell you... by accessing through advanced BIOS and applying voltage cap through VR Voltage Limit this user was reporting over 1.6v Core VID [I know it's not accurate but gives a rough idea] ... once he put 1400 [Limit to 1.4v] or even 1350 [Limit to 1.35v] on VR Voltage Limit and those errors disappeared from his event viewer and Core VID never crosses or never goes above 1.4v.

Make it as a last resort.. if Acer didn't honor the warranty.. let's go hardcore & fix it through adv. BIOS settings. I will help you.

Run this command on powershell... and share the CSV file here :
Get-WinEvent -LogName Application | Where-Object { $_.Message -like '*0xc0000005*' } | Export-Csv -Path "C:\events.csv" -NoTypeInformation

We can see how many this error appeared on the event viewer on the CSV file that being generated by this command above. Credits to the user on ASUS forums who provided this commandline above.

Here's some references...

• Definitive 13th/14th gen Intel HX CPU 1.4v Cap Guide, all brands
• ROG Scar 16-17-18 gaming laptops and Intel 13th and 14th gen stability issue
• i9-13980HX Access memory issue/0xc0000005

Be careful with pinning it all on that exception code, there are a lot of causes for it. Wouldn't be surprised if it was some sort of generic fallback for stuff going wrong, as I've seen it a lot over the years in a ton of different situations. (and on a bunch of different systems)

Heck, my heavily-modded install of XCOM 2 sometimes fails to start with that exact code, but the system is rock-solid otherwise. Easy 30+-day uptime with sleep mode, game runs fine as well... But it just needs a second attempt to start up sometimes. (this is on a 5800X3D!)

Hope the OP will get their issue resolved soon, vague issues like these are the worst.

 

[Ritzs]

I have checked every screenshot. This one right here.... you got the famous 0xc0000005 which is plaguing laptop & Desktop CPU's Intel 13th/14th gen [With some cases on older gen. but mostly on 13th/14th]. Lots of report of this. Most likely related to Intel fiasco that is happening.

I think this needs a motherboard replacements. Usually when this error happens.. it happens without those symptoms... but when it happens with symptoms... [like black screen, game crashing, etc..] it's too late and It might need a motherboard replacement.

The reason why I said it is related to Intel fiasco because I have 1 user reported to me that he got this 0xc0000005 on his event viewer... did you know how we fixed it? I will tell you... by accessing through advanced BIOS and applying voltage cap through VR Voltage Limit this user was reporting over 1.6v Core VID [I know it's not accurate but gives a rough idea] ... once he put 1400 [Limit to 1.4v] or even 1350 [Limit to 1.35v] on VR Voltage Limit and those errors disappeared from his event viewer and Core VID never crosses or never goes above 1.4v.

Make it as a last resort.. if Acer didn't honor the warranty.. let's go hardcore & fix it through adv. BIOS settings. I will help you.

Run this command on powershell... and share the CSV file here :
Get-WinEvent -LogName Application | Where-Object { $_.Message -like '*0xc0000005*' } | Export-Csv -Path "C:\events.csv" -NoTypeInformation

We can see how many this error appeared on the event viewer on the CSV file that being generated by this command above. Credits to the user on ASUS forums who provided this commandline above.

Here's some references...

• Definitive 13th/14th gen Intel HX CPU 1.4v Cap Guide, all brands
• ROG Scar 16-17-18 gaming laptops and Intel 13th and 14th gen stability issue
• i9-13980HX Access memory issue/0xc0000005

Events.csv

I'll give acer about a week more and see where this repair thing goes. If they're as incompetent as I think they are, we'll go sicko mode. I'm planning to post a video to youtube detailing all of my problems too.

 

[iameatingjam]

I went searching for that code and found it a lot.... but most of them were either DA Origins which is notoriously unstable on all modern cpus or 'widgets' which idk... I don't use widgets...

 

[Ritzs]

Acer service center just confirmed that it's a hardware problem. They said they tried repairing something on the motherboard itself and gave the laptop back to me to test it out again. But their "fix" didn't work. Acer's email support also seems to be a couple children in a trenchcoat as all they seem to know is "contact service center directly".

The service center guy is taking the laptop again tomorrow to see if he can source a motherboard/parts for me. According to them, getting the motherboard directly from Acer will be a massive bill and Acer is unclear about if they want to provide goodwill repair.

I will have to build a PC now as I'm done with laptops. I'll post a couple potential builds in the right channels and get some opinions. While I'm doing this I sent an email again to Acer asking about goodwill repair but I doubt they will reply.

Acer is truly one of the companies of all times. And lately I've had a very louis rossman kind of attitude towards them.

 

[Zach_01]

Acer service center just confirmed that it's a hardware problem. They said they tried repairing something on the motherboard itself and gave the laptop back to me to test it out again. But their "fix" didn't work. Acer's email support also seems to be a couple children in a trenchcoat as all they seem to know is "contact service center directly".

The service center guy is taking the laptop again tomorrow to see if he can source a motherboard/parts for me. According to them, getting the motherboard directly from Acer will be a massive bill and Acer is unclear about if they want to provide goodwill repair.

I will have to build a PC now as I'm done with laptops. I'll post a couple potential builds in the right channels and get some opinions. While I'm doing this I sent an email again to Acer asking about goodwill repair but I doubt they will reply.

Acer is truly one of the companies of all times. And lately I've had a very louis rossman kind of attitude towards them.

That’s just sad and frustrating man…
Having paid a load of money and not getting the proper after sales treatment.

 

[THEBOSS619]

Acer service center just confirmed that it's a hardware problem. They said they tried repairing something on the motherboard itself and gave the laptop back to me to test it out again. But their "fix" didn't work. Acer's email support also seems to be a couple children in a trenchcoat as all they seem to know is "contact service center directly".

The service center guy is taking the laptop again tomorrow to see if he can source a motherboard/parts for me. According to them, getting the motherboard directly from Acer will be a massive bill and Acer is unclear about if they want to provide goodwill repair.

I will have to build a PC now as I'm done with laptops. I'll post a couple potential builds in the right channels and get some opinions. While I'm doing this I sent an email again to Acer asking about goodwill repair but I doubt they will reply.

Acer is truly one of the companies of all times. And lately I've had a very louis rossman kind of attitude towards them.

Typical Acer moment right here, I mean there decisions to use HX CPU & locking everything down is just insane and with that... terrible after sale services... unbelievable

 

[Ritzs]

Update again, Acer refused goodwill repair because "They weren't aware of the problem before warranty expired". Now I'm not sure about how I would've made them aware of a problem that didn't exist before warranty expired.

The service center said they want to send my laptop to delhi, another city, to another bigger service center for 15 days for deeper inspection.

I guess this is a dud.

I might just make a PC after this.

 

[THEBOSS619]

Update again, Acer refused goodwill repair because "They weren't aware of the problem before warranty expired". Now I'm not sure about how I would've made them aware of a problem that didn't exist before warranty expired.

The service center said they want to send my laptop to delhi, another city, to another bigger service center for 15 days for deeper inspection.

I guess this is a dud.

I might just make a PC after this.

Hey... I might be late for this but if you still have your laptop... maybe check Acer website for new BIOS update? Acer released BIOS update with 0x129 microcode update for Intel HX CPUs

Reference:-

• https://www.acer.com/us-en/support/product-support/Predator_PHN16-72

 

[Dr. Dro]

Hey... I might be late for this but if you still have your laptop... maybe check Acer website for new BIOS update? Acer released BIOS update with 0x129 microcode update for Intel HX CPUs

Reference:-

• https://www.acer.com/us-en/support/product-support/Predator_PHN16-72

0x129 only partially mitigates the power management bug that's been killing Raptor Lake chips. The correct microcode is 0x12B which has been in rollout for about a month now. They've been very slow to respond to the situation I see.

Update again, Acer refused goodwill repair because "They weren't aware of the problem before warranty expired". Now I'm not sure about how I would've made them aware of a problem that didn't exist before warranty expired.

The service center said they want to send my laptop to delhi, another city, to another bigger service center for 15 days for deeper inspection.

I guess this is a dud.

I might just make a PC after this.

At this point, you should probably file a formal complaint with your consumer protection agency against Acer and their local representative. I guarantee you that Acer knew. Everyone in the technology industry knew and knows about this Intel problem, it was massively publicized in the tech press. They're washing their hands to see if they can save money by just letting you deal with the problem. If unsucessful, sue them. You'll probably get something out of it.

 

[THEBOSS619]

0x129 only partially mitigates the power management bug that's been killing Raptor Lake chips. The correct microcode is 0x12B which has been in rollout for about a month now. They've been very slow to respond to the situation I see.

I knew about it and I have provided it to the public at the same day maybe even at the same hour as Intel released it to the public [INTEL]-How To Update Your Microcode for Intel HX 13/14th Gen. CPUs Laptops/Mobile Easily.

Indeed as you mentioned OEM are really really slow... maybe at the new years OEMs start to wake up or after coming back from new year vacation & start caring a little bit?

 

[Ritzs]

Finally got myself a PC guys. Had it built locally. It's a mini ITX build with a ryzen 7900x and 4070ti super. So far no news on the laptop yet. Something tells me the service center will takes months to do anything about it.

0x129 only partially mitigates the power management bug that's been killing Raptor Lake chips. The correct microcode is 0x12B which has been in rollout for about a month now. They've been very slow to respond to the situation I see.



At this point, you should probably file a formal complaint with your consumer protection agency against Acer and their local representative. I guarantee you that Acer knew. Everyone in the technology industry knew and knows about this Intel problem, it was massively publicized in the tech press. They're washing their hands to see if they can save money by just letting you deal with the problem. If unsucessful, sue them. You'll probably get something out of it.

I live in India. Unfortunately, consumer protection isn't as strong here as it is in other more developed places. I doubt I can do anything about the laptop now tbh...

 

[Apocalypsee]

So far no news on the laptop yet. Something tells me the service center will takes months to do anything about it.

I live in India. Unfortunately, consumer protection isn't as strong here as it is in other more developed places. I doubt I can do anything about the laptop now tbh...

That's common on both fronts in 'turd' world country. Even if they do anything, they will give some crappy 'refurbished' board that looks like it been abused. At least now you have a great ITX setup

 

[tpa-pr]

Finally got myself a PC guys. Had it built locally. It's a mini ITX build with a ryzen 7900x and 4070ti super. So far no news on the laptop yet. Something tells me the service center will takes months to do anything about it.


I live in India. Unfortunately, consumer protection isn't as strong here as it is in other more developed places. I doubt I can do anything about the laptop now tbh...

Read through the thread, man that is some heartbreaking stuff =/ Sorry you had your laptop fail and Acer support leave you swinging in the wind.

It's not much consolation now but out of the laptop manufacturers I've dealt with (Acer, ASUS, Dell, HP and Lenovo) I have found Dell to be the overall best (but for business models only) and HP to be a close second for both business and consumer. HP support do the usual "we must follow the script" troubleshooting process, but once you've hit a certain point they'll dispatch a tech no questions asked to repair it (or in your case, offer a free quote for an out-of-warranty repair). I've also found that you can "shortcut" the process if you tell them you've already tried some of their by-the-script troubleshooting, most of the helpdesk I've dealt with are happy to take your word for it and speed the process along.

I'm in Australia so obviously your mileage may greatly vary in India. But I have organized some international warranty claim with HP and the process was pretty similar.

Good luck with your new PC and I hope you find a decent laptop in the future!

 

[_roman_]

Sad to read. Thanks for sharing so others know how the behaviour of a company is after the sale of the device

I did not bought a laptop because everything was soldered on the printed circuit board after intel 3rd generation of the core cpus. My main concern is, when a single bit of the mainboard is defect the hole device is trash.

I bought a refurbished laptop which was just lying around past months. Just by chance i turned it on before the last month of the 12 month "second hand warranty" was over. The build in laptop screen backlight just died. The device is away for 4 or 5 weeks for repair already. I went for a refurbished device because of the cheap price.

 

[Ruru]

Sad to read. Thanks for sharing so others know how the behaviour of a company is after the sale of the device

I did not bought a laptop because everything was soldered on the printed circuit board after intel 3rd generation of the core cpus. My main concern is, when a single bit of the mainboard is defect the hole device is trash.

I bought a refurbished laptop which was just lying around past months. Just by chance i turned it on before the last month of the 12 month "second hand warranty" was over. The build in laptop screen backlight just died. The device is away for 4 or 5 weeks for repair already. I went for a refurbished device because of the cheap price.

Actually Haswell was the last generation which had also socketed CPUs.

 

[Ritzs]

Thanks for the kind words and help everybody! Quite happy with the new setup as well! Much more horsepower than my laptop ever could handle and I just love the form factor! Hopefully carrying it through airports won't be a problem.

I'll attach a couple pictures of the new PC.

The specs are:

CPU: Ryzen 7900x
GPU: Geforce RTX 4070ti super
Case: Lian li dan a4 h2o
Motherboard: MSI MPG b650i edge wifi
Cooler: Cooler master masterliquid 240L AIO
Storage: WD black SN770 2tb
RAM: Adata ax5u6000c3032g 32gbx1 (One slot left blank for future upgrades)
PSU: Corsair sf850L gold

Probably never looking back to laptops again tbh. SFF builds seem like the way to go!