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PC keeps crashing audio and wifi when gaming

Anonymous
2024-06-14T18:51:28+00:00

Hello,

I have an annoying crashing problem. Here is my description of the situation.

PC configuration:

  • Motherboard: Asus ROG Strix X570-E Gaming
  • CPU: AMD Ryzen 9 5900X
  • GPU: EVGA GeForce RTX 3080 FTW3 Ultra Gaming
  • RAM: G.Skill 16 GB (2x8GB) Trident Z RGB, DDR4 3600MHz
  • PSU: Corsair RM850x
  • Case: Thermaltake View 71 Tempered Glass RGB Edition
  • CPU cooler: Noctua NH-D15
  • SSD1: Samsung 500GB 970 EVO Plus M.2
  • SSD2: Samsung 500GB 860 EVO
  • SSD3: Samsung 500 GB 840 EVO

Problem: After a while of gaming (~30 minutes), wifi and audio services suddenly crash. Computer remains operational otherwise, but there is no audio or access to the internet before a boot. Computer is around 3,5 years old, and the problem started to occur first time around 1,5 years ago. This problem shows up only when the pc is under load (gaming), not in light use (surfing in the web etc.).

After the crash, Device Manager shows errors (yellow triangle icon with an exclamation mark) for the following devices after the crash:

  • Intel(R) I211 Gigabit Network Connection
  • AMD USB 3.10 eXtensible Host Controller - 1.10 (Microsoft)

According to Event Viewer, the following Administrative Events take place at the moment of the crash:

  • Event ID: 2, Source: rtcx21
  • Event ID: 10317, Source: NDIS
  • Event ID: 5007, Source: Netwtw10
  • Event ID: 5005, Source: Netwtw10
  • Event ID: 5010, Source: Netwtw10
  • Event ID: 5002, Source: Netwtw10

I can also provide an Intel SSU report recorded after the crash upon request.

What I have tried so far to fix the problem:

  • Update all possible drivers (devices, BIOS, chipset etc.).
  • Perform complete formatting and partitioning of hard drives and fresh install of Windows.
  • Tried both Win10 and Win11.
  • Disabled WLAN/LAN/Bluetooth modules of the motherboard and installed an external Wifi+Bluetooth adapter to PCI-e slot, and it worked successfully until I started gaming, when the same crash occurred again. When using the adapter, I got the same event IDs in the Event Viewer after the crash (5002/5005/5007/5010).
  • Clean dust away from the inside of the case. (Sidenote: A small motherboard cooler was basically covered with dust a while ago, and after I cleaned the dust away, the computer seemed to work normally for a while, but the problem returned after like two months. However, there is no new dust preventing the cooler’s function anymore.)
  • Tried with both power plans: balanced and high performance.
  • Using Device Manager, changed the power management settings of Intel ® Wi-Fi 6 AX200 160 MHz and of Realtek PCIe 2.5GbE Family Controller so that the computer cant turn the device off to save power.

I have tried many things so far, but nothing seems to help. Also, I can’t pinpoint whether this is a hardware or software related problem. Please, could you help me out to fix this annoying problem? Thanks!

Windows for home | Windows 11 | Performance and system failures

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  1. Anonymous
    2024-06-17T19:37:16+00:00

    Thanks for the answer Kirito. In the meanwhile, I did some more testing and managed to define that the problem is related to cooling. As I learned from other users of ASUS ROG STRIX X570 motherboards that the PCH thermal pad is of bad quality, I decided to try changing it. The old pad was all dried up and brittle as it crumbled away itself when I removed the heatsink. After installing a new thermal pad and running a performance intensive game for 2 hours, the problem did not occur anymore. So, more testing is needed before I can be sure, but for now it seems that PCH overheating was the problem. It was initially just confusing because of the event IDs that were related to WIFI/LAN/BT modules.

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  1. Anonymous
    2024-06-18T01:39:08+00:00

    Thank you for your feedback

    Glad to hear you found the cause of the problem and solved it!

    Yes, I think it's also related to heat dissipation

    In the above approach, I wanted to identify the hardware and system level that might be affecting the issue to start with.

    That's why I asked you to perform a memory test and a clean boot.

    If the hardware is fine, and also trying to rule out system factors

    I thought there was a high probability that it was a hardware issue, and I saw that you mentioned earlier that you cleaned out the dust and the computer recovered for a while

    Maybe I was thinking in that direction, so I ended up wanting you to check if it was a hardware problem.

    But it's good news that your problem has been solved.

    Thank you for your understanding and support

    I've marked your method as an answer so that more people with the same problem as you can quickly pinpoint your method

    so as to help more people, if you think I have helped you

    If you think I've helped you, you can support me by clicking "Yes" above.

    If you still have questions, you can also continue to feedback to me!

    Hope you have a great day!

    Kirito|Microsoft Community Support Specialist

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  2. Anonymous
    2024-06-17T10:22:55+00:00

    Hello Reaktiivi, welcome to the Microsoft Community!

    Based on your feedback, you are experiencing an issue where audio and network crashes when playing games

    You can try the following:

    I have noticed that you have an abnormal driver.

    You can disable and re-enable your driver by right clicking on it.

    Check to see if your functions are working properly

    Check the memory:

    Open the Memory Diagnostic Tool by hitting Windows+R, typing MdSched and hitting Enter.

    Click Restart Now and check for problems

    Follow the prompts, wait for it to complete, and check the report to see if any issues are detected.

    Alternatively, you can try to rule out whether it is a third-party program interfering with a clean boot

    The method is as follows

    1. Tap Windows+R and type msconfig
    2. Open System Configuration and select General tab - Selective Startup.
    3. Remove the checkbox of Load startup items.
    4. Go to the Services tab - click Hide all microsoft services in the lower left corner, and then click Disable all.
    5. Click OK and restart your computer. (Be sure to select Hide all microsoft services first and then click Disable all, otherwise it may lead to unforeseen problems such as not being able to access the system.)
    6. Check if the problem will reappear.

    DISCLAIMER: Clean Boot is a way to start Windows with a minimal set of drivers and startup programs so that you can determine if background programs are interfering with your games or programs and help you figure out the cause of the problem. It will help you get back on track.

    Alternatively, if the above doesn't work

    You can take your computer offline for a hardware test to see if it's a hardware failure

    I hope the above information is helpful to you

    Kirito|Microsoft Community Support Specialist

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