PC Crash/Reboot/Freeze on Video Game Launch

Hi NickGamer,

I'm Paul, a fellow customer like you & an Independent Advisor. Let me help you investigate this further. Kindly allow me to ask the following files below to start troubleshooting your issue. Thank you.
1. Screenshots of the Reliability Monitor & each technical detail.
• In Start, search/open "View reliability history", click on the date stamps where the issue triggered.
• In the same Reliability Monitor window above, click each "Technical Details"
2. Application & System event logs (2 .evtx files), as per the steps in the link below.
https://www.ibm.com/support/pages/exporting-win...
3. Mini Dump or Dump file (if any)
In File Explorer, go to C:\Windows\Minidump & copy/paste to your Desktop. If it's not there, you may copy/paste the C:\Windows\Memory.dmp instead. However, we recommend the minidumps first. If the dump file is missing in either location above, then kindly ensure to enable it first, let the PC crash again, and go back to check the dump files.
https://www.faqforge.com/windows/windows-10/how...
(Note: This is a non-Microsoft website. The page appears to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.)
4. NFO file
Go to Start > search & open MSinfo32 > Click File > click Save (Do NOT Export) > save it to your Desktop
5. Export the Speccy file (.speccy not .xml) from this tool below to your Desktop.
After installing the tool, open it & click File > Save Snapshot. Do not Publish or Save as.
http://www.piriform.com/speccy
(Note: This is a non-Microsoft website. The page appears to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.)

Then, compressed everything to OneDrive & send the link to us. Here's how to use OneDrive below.
https://www.wikihow.com/Use-OneDrive
(Note: This is a non-Microsoft website. The page appears to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.)

Looking forward to your reply. Thank you!


Sincerely,
Paul A.
Independent Advisor

Paul,

Here is a link to everything asked for above.

https://1drv.ms/u/s!Apbo1OnA8ZcLlU6yfSQODjQpHQev?e=grtOMz

There is no mini dump that is being created, so I attached the last one from May 25th. I tried enabling them, but there is an error that is causing the dump not to work. It shows the error in the Event Viewer log.

Please help!

--

Nick

Hi Nick,

Got it, thanks. Now, I'm done looking at your files, and the culprit is the 3rd party driver OriginWebHelperService.exe by EA (Electronic Arts). It's throwing invalid pages to the memory module causing your RAM/GPU to crash. The reason why it crashed is either due to a Windows Update, malware/virus threat that caused a corrupt system file, service conflicts, or corrupt/outdated Origin EA software. With this, kindly follow the steps below.
1. Kindly check if Windows Update KB2267602 was successfully installed or if there are any pending updates in there.
https://www.thewindowsclub.com/windows-10-updat...
2. If there are pending Windows updates, run a full Windows Update & reboot your PC, as needed.
https://support.microsoft.com/en-us/help/402766...
3. Once done, run a full virus scan via Windows Security & any other security apps you may have installed.
https://support.microsoft.com/en-us/help/401326...
4. Once done, download this tool below & run a full malware scan/removal.
https://docs.microsoft.com/en-us/windows/securi...
5. Once done, let's repair any possible corrupt system files. Press the CTRL+SHIFT+ESC keys together >click File menu > click "Run new task" > type cmd & tick the checkbox "Create this task with administrative privileges" > click OK > copy/paste below command one line at a time.
SFC /scannow
DISM.exe /Online /Cleanup-image /Scanhealth
DISM /Online /Cleanup-Image /RestoreHealth
6. Once, done reboot your PC & check if the issue persists.
7. If it persists, reboot your PC to Clean Boot & follow the steps in the link below to identify any other possible conflicting service.
https://support.microsoft.com/en-us/help/929135...
8. If it persists or there's no conflicting service identified, then uninstall the "Origin (EA software)" in Control Panel > Programs and Features. And get in touch with EA Support in the links provided below for further help.
• https://help.ea.com/en/
• https://answers.ea.com/t5/Origin-Client-Web-Tec...

I hope this helps. Let me know how you go. Thank you!


Sincerely,
Paul A.
Independent Advisor

(Note: There are non-Microsoft websites above. The pages appear to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.)

Paul,

1. It was updated succesfully.

2. Checked for more updates and I am up-to-date.

3. Ran a full scan. 0 threats.

4. While running this program, my CPU was running at 100% for a while and my integrated GPU was getting taxed. After some time (20 minutes maybe) I got a BSOD. The error was IRQL_GT_ZERO_AT_SYSTEM_SERVICE. 

8. I uninstalled Origin completely. Did not fix.

I guess this is a good sign maybe, since it's more information. I did not get to any other steps because I figured this was important.

--

Nick

Paul,

So I got another BSOD while trying to update drivers this morning. The error was SYSTEM_THREAD_EXCEPTION_NOT_HANDLED.

These both created minidump files. I have added them to the OneDrive link.

https://1drv.ms/u/s!Apbo1OnA8ZcLlVL8qO-9rAKS00Y8?e=SnPBQQ

I think step 5 may have fixed it. Running 5+ minutes in game right now. Will test more tonight and report back.

Hi Nick,

Great! Got it, thanks. I'll have a look-see. Keep me posted. Thank you!


Sincerely,
Paul A.
Independent Advisor

Paul,

I've actually started getting BSOD's while just using my computer normally now. Every BSOD has had a different error code. I believe I've had 3 already today. Only two minidumps were created though.

I have uploaded the minidump files to my troubleshoot folder in the link below. I think it might be time for a clean wipe.

https://1drv.ms/u/s!Apbo1OnA8ZcLlVL8qO-9rAKS00Y8?e=Sgz3Fq

Hi NickGamer,

Got it, thanks. Now, it looks like your system has a buffer overrun malware/virus threat or an onboard driver that caused it do to so. It has caused several damages to the Windows system files including your hardware drivers/firmware as well. I would have to agree with you on fresh installing Windows. Just ensure to fully virus/malware scan/removal all your files before backing them up, update all your drivers & BIOS firmware directly from the PC manufacturer's website, and do some hardware diagnostics also (including your RAM module) to ensure you also have no hardware issues; replace any detected bad hardware.
On the other hand, if you don't want to fresh install Windows, you may try these steps below.
1. Disable first memory caching and/or memory shadowing in your BIOS.
2. Update the affected drivers below, including the latest BIOS firmware.
• Intel Management Engine: https://download.msi.com/dvr_exe/intel_me_kbl.zip
• Chipset: https://download.msi.com/dvr_exe/intel_chipse_9...
• ASMedia USB: https://download.msi.com/dvr_exe/mb/asmedia_usb...
• Microsoft PS/2 Mouse: Just update the driver via Device Manager (https://support.microsoft.com/en-us/help/402844...)
• BIOS: https://www.msi.com/Motherboard/support/z270-sl...
** Before updating your BIOS, kindly do the following first:
--- Kindly review the BIOS note to install the correct "Intel Rapid Storage" driver below, as shown on https://www.msi.com/Motherboard/support/z270-sl...
--- Kindly create a USB backup of your current version (1.2), following the steps in https://www.msi.com/page/biosflash
--- When updating the BIOS, try the latest version first (7A59v1A), otherwise, try the lower versions as you go.
3. Once done, run a full virus & malware scan/removal via Windows Security (or any other security apps you may have installed like Malwarebytes perhaps) and the Safety Scanner tool.
• Windows Security: https://support.microsoft.com/en-us/help/401326...
• Safety Scanner tool: https://docs.microsoft.com/en-us/windows/securi...
4. Then, let's repair the system files again. Press the CTRL+SHIFT+ESC keys together >click File menu > click "Run new task" > type cmd & tick the checkbox "Create this task with administrative privileges" > click OK > copy/paste below command one line at a time. Once, done reboot your PC.
DISM.exe /Online /Cleanup-image /Scanhealth
DISM /Online /Cleanup-Image /RestoreHealth
SFC /scannow
5. Once done, run a hardware diagnostics to check/replace any hardware that's about to fail.
• RAM memory: https://answers.microsoft.com/en-us/windows/for...
• CPU: https://www.intel.com/content/www/us/en/support...
• Nvidia GPU: https://geeks3d.com/furmark/
• Intel GPU: https://benchmarks.ul.com/3dmark

I hope this helps. Let me know how you go. Thank you!


Sincerely,
Paul A.
Independent Advisor

(Note: There are non-Microsoft websites above. The pages appear to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.)

Paul,

I ended up doing a clean Windows install. Did not keep any personal files. It fixed it for a few days, but now I am getting BSOD again. I have gotten many over the last week. I can't figure out what the heck is going on. I have uploaded two new mini dump files to the Google Drive.

https://1drv.ms/u/s!Apbo1OnA8ZcLlVL8qO-9rAKS00Y8?e=aeowsM

Please help! I can't figure this out for the life of me. I'm thinking it's either incredible malware that has stayed even with a clean wipe, or some failing hardware. Just not sure what the failing hardware is.