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Random crashes with watching netflix in browsers (edge or chrome) with 2 monitors, any help is appreciated.

Anonymous
2024-05-30T18:54:41+00:00

I have chasing error codes and trying to troubleshoot this new build for the last few days trying to get it stable. Been having crashes since I've put this together the stability has increased since i have started, got my crashes localized to only when I am using chrome or edge (tried both) to watch Netflix while having another window of the browsers open on a second monitor. The crash is usually a freeze with recover after an extended period of time ,complete freeze till reboot or blue screen. It will take me usually a hour or more to get the crash repeat. haven't really been gaming long times on it yet, played like 2hrs of diablo and didn't crash but don't know if its just the browser over two monitors that is the trigger. I tried to swap out the 7900xt graphics card to an old one i had on hand a rx380 (in a win10 system) to test if it was the card and win 11 didn't like that, and froze almost immediately after i installed the drivers for that one, ended up have to put new card back in it just to keep troubleshooting.

Part List - AMD Ryzen 9 7900X, Radeon RX 7900 XT, Corsair 7000D AIRFLOW ATX Full Tower - PCPartPicker

this is the parts list of everything that went into this system for parts.

Device name ******-**PC

Processor AMD Ryzen 9 7900X 12-Core Processor 4.70 GHz

Installed RAM 64.0 GB (63.1 GB usable)

System type 64-bit operating system, x64-based processor

Pen and touch No pen or touch input is available for this display

Edition Windows 11 Home

Version 23H2

Installed on ‎5/‎28/‎2024

OS build 22631.3672

Experience Windows Feature Experience Pack 1000.22700.1009.0

I have a recurring event 10016, event 16384 and 16394 if they could be the issue. It seems to be like and overflow somewhere to crash because of the timeframe it takes to crash.

The BIOS on the motherboard has been updated to the latest versions the manufacture has released. i have done reinstalls of windows 11 and use the file checker to check the image ( https://support.microsoft.com/en-us/windows/using-system-file-checker-in-windows-365e0031-36b1-6031-f804-8fd86e0ef4ca ) and this did find something and fix it the first time I ran them but not after. I have DDU audio drivers, and all the AMD GPU drivers in safe mode and reinstalled them in their various version of adrenaline and Pro 24q1 ( https://www.amd.com/en/support/download/drivers.html ), currently i have Pro 24q1 drivers only installed.

here is a link https://drive.google.com/drive/folders/1nzQI3Uo1hF9IRoAt2crW2XhFybU34tuB?usp=sharing with all the dumps and mini dumps i have captured over the last few days as i have tried to pin this down.

Any Help would be appreciated

Thanks

Windows for home | Windows 11 | Devices and drivers

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  1. Anonymous
    2024-05-31T21:48:32+00:00

    ran a chk disk run, and ran dism /online /cleanup-image /checkhealth , /restorehealth , & /scanhealth .

    screenshots of the dism outputs no errors found, and log export of the chk disk run no errors. in that shared folder.

    but i have found a way to limit the crashes so far, i disabled "hardware accelerated GPU scheduling" in System / display / graphics / default graphics settings

    also disabled the GPU hardware acceleration in browsers and it seems to be stable at the moment even though still throwing 16394 & 16384 errors.

    haven't crashed since those latest log files, 10ish been running Netflix and discord video and chrome videos trying to get it to freeze / crash will keep trying with some other activities to seen if I can even get it crash again.

    well it was stable for about 14hrs, then crashed again, disabling hardware acceleration seemed to slow to build up to crash

    errors

    updated dump folder with latest dump from the crash.

    1 person found this answer helpful.
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  2. Anonymous
    2024-06-01T10:24:15+00:00

    Hi CB.

    Thank you for your reply. Thanks for sharing the log files. The reasons for reporting the error should all be related to your graphics card driver. And as you mentioned that you are having this problem while running Netflix to watch videos, and it still crashes after a long time of work even after you turned off the GPU hardware acceleration, then this reinforces the reason I mentioned, which could be related to your video decoding format. You can try several other video decoding formats if you can.

    Also, in Edge, you can try the following to turn off graphics acceleration to see if this makes it a little more stable:

    1 Open your Edge browser, then click the top right “...” icon in the upper right, and then select Settings to go to the Settings page.

    2 In the left navigation bar, find the “System and Performance” section, click on it, and on the right side, under the System section, find the “Use graphics acceleration when available” setting, and turn it off if it's already on.

    In the meantime, you can also try using other graphics drivers until you find the most stable one.

    If you have any other questions, please continue to reach out to me. Thank you for your understanding and support.

    Best regards,

    Zev - MSFT | Microsoft Community Support Specialist

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  3. VARADHARAJAN K 9,676 Reputation points Volunteer Moderator
    2024-05-31T18:07:24+00:00

    I checked mini dumps, amd bug report dump file , after examination, I found BSOD caused by these files

    amdkmdag.sys

    dxgkrnl.sys

    I have not examined the Dump folder, tomorrow after I check and, report here.

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  4. Anonymous
    2024-05-31T11:32:11+00:00

    Zev,

    here is the OneDrive link errors it should be shared. from your statement on video decoding are you thinking GPU firmware problems / update because I didn't think of that before.

    Thanks for the help,

    CB

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  5. Anonymous
    2024-05-31T09:50:34+00:00

    Hi CB.

    Thank you for reaching out here in the Microsoft Community.

    In your description, you used a new graphics card, reinstalled the system and then used the new AMD graphics driver to solve the problem you were experiencing. You deserve to be recognized for your efforts. I understand that the current situation is frustrating.

    I've noticed that you usually get crashes when watching Netflix using chrome or edge. Then the issue is most likely related to the way you are decoding your videos. When you visit some video sites, there are usually options for settings and in those setting options, you can try using other video decoding methods and see if the crashes still occur through other video decoding methods.

    Also, for some reason, I'm sorry I can't view your shared log files via Google Drive at the moment. But if you can, you can share it with us via OneDrive. Please refer to the link below:

    Share OneDrive files and folders - Microsoft Support

    I hope the above content can help you, if you have any other questions please continue to contact me, thank you for your support and understanding.

    Best regards,

    Zev - MSFT | Microsoft Community Support Specialist

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