Can someone help me with this WHEA-error?

Question

Can someone help me with this WHEA-error?

Anonymous

Hi,

For the past 2-3 months I have been experiencing blackscreens and screen freezing which only happens while I am gaming. It happens abruptly and usually when I am 10 to 15 minutes in a game. My screen then either freezes or it blackscreens (while pc is still running) and at the same time the keyboard/mouse goes unresponsive. Replugging does nothing. Then the pc eventually reboots itself. Sometimes I have to force shutdown. The time it takes before it turns on again (when it reboots itself) can be between 30 seconds to 2-3 minutes and sometimes it won't even reboot and it's just the fans running with nothing happening.

I built the computer in March. All parts are new except for the GPU which came from my previous build. I've been gaming with since then and up until the end of August with no issues. Here are the specs:

MB: Asus Rog Strix B660-I WiFi

GPU: Asus 1660 Ti OC Dual Evo

CPU: Intel i5-12600K

SSD: Seagate FireCuda 520 1TB

RAM: Kingston FURY Beast DDR5-6000 C40 DC - 16GB

PSU: Cooler Master V650 SFX GOLD 650W

AIO: Deep Cool LT520

In the beginning the crashes were more frequent and the computer would blackscreen or freeze and reboot itself each time I played, but after clean installing Windows and drivers I have been able to have sessions without any crash. BUT they are still happening at least once a day and often more. At first I assumed that it may be due to overheating, but while monitoring temps nothing goes above 60-70 C under gaming load. I have not overclocked any components or attemped anything of such.

Reliability history displays the problem as "Windows was not properly shut down" most of the times but also that there was a hardware error causing the restart.

Event Viewer I can see that the error that occured was due to a "A fatal hardware error has occurred. A record describing the condition is contained in the data section of this event."

Source: WHEA-Logger

Event ID: 1

Level: Error

Checking dumpfile with WinDbg shows the following;

WHEA_UNCORRECTABLE_ERROR (124)
A fatal hardware error has occurred. Parameter 1 identifies the type of error
source that reported the error. Parameter 2 holds the address of the
nt!_WHEA_ERROR_RECORD structure that describes the error condition. Try !errrec Address of the nt!_WHEA_ERROR_RECORD structure to get more details.
Arguments:
Arg1: 0000000000000007, BOOT Error
Arg2: ffffb2014677e150, Address of the nt!_WHEA_ERROR_RECORD structure.
Arg3: 0000000000000000
Arg4: 0000000000000000

Debugging Details:
------------------

KEY_VALUES_STRING: 1

    Key  : Analysis.CPU.mSec
    Value: 1780

    Key  : Analysis.Elapsed.mSec
    Value: 1849

    Key  : Analysis.IO.Other.Mb
    Value: 0

    Key  : Analysis.IO.Read.Mb
    Value: 0

    Key  : Analysis.IO.Write.Mb
    Value: 0

    Key  : Analysis.Init.CPU.mSec
    Value: 233

    Key  : Analysis.Init.Elapsed.mSec
    Value: 3487

    Key  : Analysis.Memory.CommitPeak.Mb
    Value: 83

    Key  : Bugcheck.Code.LegacyAPI
    Value: 0x124

    Key  : Dump.Attributes.AsUlong
    Value: 18

    Key  : Dump.Attributes.KernelGeneratedTriageDump
    Value: 1

    Key  : Failure.Bucket
    Value: LKD_0x124_7_GenuineIntel__UNKNOWN_IMAGE_GenuineIntel.sys

    Key  : Failure.Hash
    Value: {5ea80f6a-69bf-5d6f-8fd2-cd87deb91a03}

BUGCHECK_CODE:  124

BUGCHECK_P1: 7

BUGCHECK_P2: ffffb2014677e150

BUGCHECK_P3: 0

BUGCHECK_P4: 0

FILE_IN_CAB:  WHEA-20231004-2201.dmp

DUMP_FILE_ATTRIBUTES: 0x18
  Kernel Generated Triage Dump
  Live Generated Dump

PROCESS_NAME:  smss.exe

STACK_TEXT:  
ffffac09`af43a0d0 fffff802`4a36180f     : ffffb201`4677e130 00000000`00000000 ffffb201`4677e150 00000000`00000022 : nt!LkmdTelCreateReport+0x139
ffffac09`af43a610 fffff802`4a361706     : ffffb201`4677e130 fffff802`00000000 00000027`00000000 00000027`4db7f870 : nt!WheapReportLiveDump+0x7b
ffffac09`af43a650 fffff802`4a1d1f21     : 00000000`00000001 ffffac09`af43aac0 00000027`4db7f870 00000000`0000025c : nt!WheapReportDeferredLiveDumps+0x7a
ffffac09`af43a680 fffff802`4a082207     : 00000000`00000000 ffffb201`42f20030 00000000`00000103 00000000`00000000 : nt!WheaCrashDumpInitializationComplete+0x59
ffffac09`af43a6b0 fffff802`49e105f5     : 00000027`4db70000 ffffb201`422d7820 ffffac09`af43aac0 ffffb201`00000000 : nt!NtSetSystemInformation+0x1f7
ffffac09`af43aa40 00007ffa`6ef903c4     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KiSystemServiceCopyEnd+0x25
00000027`4db7f818 00000000`00000000     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : 0x00007ffa`6ef903c4

MODULE_NAME: GenuineIntel

IMAGE_NAME:  GenuineIntel.sys

STACK_COMMAND:  .cxr; .ecxr ; kb

FAILURE_BUCKET_ID:  LKD_0x124_7_GenuineIntel__UNKNOWN_IMAGE_GenuineIntel.sys

OSPLATFORM_TYPE:  x64

OSNAME:  Windows 10

FAILURE_ID_HASH:  {5ea80f6a-69bf-5d6f-8fd2-cd87deb91a03}

Followup:     MachineOwner
---------

From the dumpfiles I can somewhat understand that there is a problem with a driver that is not being recognized by Windows and that is most likely connected to the Intel CPU, but still after countless of hours researching the driver and debugging I still don't know what to do.

I have probably tried every fix and diagnostic tool that I have come over such as

Verifying game files, reinstalling game
Ran the game at lower settings
Ran several diagnositc tools such as PassMark MemTest86, Intel PDT, Windows MDT both default and extended with all cache (PASSED all tests several times with no trouble)
Clean installing Windows and all drivers
Updating BIOS, Windows and all drivers to the latest
Windows repair, restore, reset, etc.
Disabling factory overclocks and XMP
Underclocking GPU
Reseating GPU
Reseating Ram and running with the RAM separately
Ran SFC and DISM
Ran diskcheck, cleaned disk

Can some with expertise figure out what I need to do?

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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3 answers

Answer 1

Hi, thanks for replying, first, yes, it might be the thermal paste or the exhaust and ventilation are not good, second, for the power shortage we cannot determine it unless there is a local technician that can physically check the PC by using Volt-Ohm meter (tool to check power shortage).

In addition, it is better to re-apply thermal paste or use different brands then check it again and the last resort will be contacting a local technician to physically check the device.

Answer 2

Hi Bernard and thank you for the fast reply.

Yes, I have ran the Intel Prosessor Diagnostic Tool several times where it has passed each time with no issue.

I have been monitoring my temperatures using HWiNFO64 and as I have mentioned none of the temperatures are reaching any concerning hights.

But I remember now that I have switched the position of my AIO a few times since building it to improve the airflow. Would you say that there is a possibility that the thermal paste has gone bad or smeared too much so that there is too little between the surfaces? In that case would the monitor display wrong temperature due to little surface contact?

Secondly, how do I know if there is a power shortage? And if it were the case wouldn't I then be experiencing the issue in an earlier stage such as when I first built the pc?

In the meanwhile I have ordered new thermal paste and proper paste remover which should arrive today or tomorrow. I will try to reapply the paste and see if that solves the issue. Will keep you updated. As you suggested I will contact a local technician and/or Intel support if the issue persists.

Answer 3

Hi Jimmy, thanks for reaching out. My name is Bernard a Windows fan like you. I'll be happy to help you out today.

I understand the issue you have, there is nothing to worry I am here to help, based on the error you have and the steps you have taken, you are correct that the GenuineIntel.sys is actually a processor error it is either the processor is getting hardware errors or it is overheating, and just to confirm, after you run the Intel Diagnostic tool it doesn't detect any errors right? one of the root cause it doesn't detect any error means there might be a power shortage on the board and CPU, since you have reinstall Windows and update BIOS and still having an issue, the next step I highly suggest is to physically check the processor or do a re-pasting of thermal paste to optimize the processor, this might also be an overheating processor, however, if all fails, I suggest contacting the Intel support or a local technician to diagnose and physically check the hardware components which may need to do a processor replacement or board depending on the diagnosis on the hardware.

Let me know how it goes and I hope that helps.

Bernard

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Can someone help me with this WHEA-error?

3 answers