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Error 7031 and 7023

Anonymous
2024-12-29T12:28:33+00:00

Hello, i've been having this problem. Whenever I go into a game after a couple seconds or minutes my whole pc will freeze. My mouse and keyboard doesnt work, the only thing i can do is turn off the pc and turn it back on. This problem happens everytime i go into a game, I am not even able to play anymore. In my event list it showed hundreds of error 7031 and 7023, i have tried so many things. I looked up on the internet, but nothing worked. I saw one video which said it had something to do with connected device platform service, but when i went to services like the video had said. I didnt have connected device platform service, I am not sure if this is connected or not, but i need help.

Windows for home | Windows 10 | Performance and system failures

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  1. Anonymous
    2024-12-30T08:41:42+00:00

    Hello SedirH,

    Welcome to the Microsoft Community.

    It sounds like you're encountering a serious system freeze or crash issue that only happens when you're playing games. The error codes 7031 and 7023 you're seeing in the Event Viewer are related to system services that have crashed unexpectedly, which could point to underlying issues with system drivers, hardware, or software conflicts. The Connected Device Platform Service (if it was suggested by a video) is just one potential culprit, but it may not apply to your system if that service isn't present.

    Here’s a step-by-step guide to troubleshoot and hopefully resolve the issue:

    1. Check for Overheating
    • Cause: High temperatures when gaming can lead to system freezes or crashes.
    • Solution: Use a tool like HWMonitor or Core Temp to monitor your CPU, GPU, and other temperatures. If temperatures are too high (e.g., over 80-90°C), consider improving your PC's cooling by cleaning dust from fans, ensuring proper airflow, or applying fresh thermal paste to the CPU/GPU.
    1. Check for Driver Issues
    • Cause: Corrupted or outdated drivers (especially graphics, motherboard chipset, and storage drivers) can cause instability, particularly when under load, such as gaming.
    • Solution:
      • Update GPU drivers: Go to Device Manager → Display adapters → Right-click your GPU → Update driver. Alternatively, download the latest drivers from the official NVIDIA, AMD, or Intel website.
      • Update motherboard chipset drivers: These drivers are often overlooked but are essential for system stability. Check your motherboard manufacturer’s website for the latest chipset drivers.
      • Update other drivers (sound, network, etc.): Again, use Device Manager to check for updates, or visit the manufacturer websites for each component.
    1. Check for Corrupted System Files
    • Cause: System file corruption can cause random freezes or crashes.
    • Solution: Follow the steps to run System File Checker:
      1. Open Command Prompt as an administrator.
      2. Run the following commands one by one:
        DISM /Online /Cleanup-Image /ScanHealth 
        DISM /Online /Cleanup-Image /CheckHealth 
        DISM /Online /Cleanup-Image /RestoreHealth
      3. Run sfc /scannow and wait for the process to complete. Check if there are any detected errors.
    1. Check for Memory or Hardware Issues
    • Cause: Bad RAM or other faulty hardware can cause freezes, particularly when under load.
    • Solution:
      • Test RAM: Use Windows Memory Diagnostic or a tool like MemTest86 to test for faulty RAM. For Windows Memory Diagnostic:
        1. Type Windows Memory Diagnostic into the search bar.
        2. Select Restart now and check for problems.
        3. Let the tool complete the scan and check if any errors are reported.
      • Check Disk: Run chkdsk to check for any hard drive issues:
        1. Click Win key + X to open "Command Prompt (Admin)"
        2. Enter chkdsk <drive letter>: /f in the command prompt window.
        3. For example, to check and repair the D partition, enter the following command: chkdsk D: /f
        4. Press Y, then Enter to run the chkdsk disk check tool to scan the D partition. After that, you can check other partitions similarly.
        5. Note: Please check other drive letters other than your system drive (usually C) first. You need to restart to check C drive. Disclaimer: Running chkdsk can check the file system and file system metadata of a volume for logical and physical errors. To avoid any trouble for you, do not cancel or interrupt chkdsk, and back up important data.   For more information, please refer to this chkdsk | Microsoft Learn.
    1. Check Event Viewer for Specific Errors
    • Cause: Event Viewer logs can give us more specific insights into what's causing the crash.
    • Solution:
      • Open Event Viewer.
      • Navigate to Windows Logs → System.
      • Look for any specific errors or warnings around the time of the crash. For example, you mentioned errors 7031 and 7023. These are typically associated with service failures, which might give clues about specific services or drivers that are causing the issue.
      • You can look up the specific Event IDs online for more details on what might be causing the issue.
    1. Disable or Uninstall Problematic Services
    • Cause: Some services, especially those related to peripherals or background tasks, may cause system instability.
    • Solution: The Connected Device Platform Service might not be the issue if it’s not present, but other services could still cause problems:
      • Disable services related to peripherals: Some devices like printers, webcams, or USB controllers might be causing issues when games are running.
      • Disable startup programs: Use Task Manager - Startup tab to disable unnecessary startup programs that could be interfering.
    1. Test with Clean Boot
    • Clean Boot: Perform a clean boot to see if a background program is causing the issue. This will start Windows with a minimal set of drivers and startup programs. How to perform a clean boot in Windows - Microsoft Support
      1. Press Windows + R, type msconfig, and press Enter.
      2. Go to the Services tab, check Hide all Microsoft services, and then click Disable all.
      3. Go to the Startup tab and click Open Task Manager.
      4. Disable all startup items.
      5. Restart your computer.
        Disclaimer: A “clean boot” starts Windows with a minimal set of drivers and startup programs. It helps to determine whether a background service is interfering with your game or program and to isolate the cause of a problem.   
        These steps of "clean boot" might look complicated at first glance. However, to avoid any trouble for you, please follow them in order and step-by step so that it will help you get back on track.
    1. Check Power Settings
    • Cause: Incorrect power settings may cause system instability when the PC is under heavy load (e.g., gaming).
    • Solution:
      • Go to Control Panel → Power Options → Select High performance.
      • Also, check that PCIe Link State Power Management is set to Off in the advanced power settings.
    1. Reinstall the Game or Related Software
    • Cause: Sometimes the problem is tied to a specific game or a gaming platform (like Steam or Epic Games Launcher).
    • Solution:
      • Try reinstalling the game or updating it to the latest version.
      • If you're using Steam, Epic Games, or another platform, try verifying the integrity of game files via the platform’s settings.
    1. Consider a System Restore or Fresh Install
    • Cause: If the issue persists and you’ve ruled out hardware problems, it could be due to deep system corruption or misconfigurations.
    • Solution:
      • System Restore: If the issue started recently, you might be able to roll back your system to a previous, working state using System Restore.
      • Fresh Windows Install: If everything else fails, consider reinstalling Windows to ensure there’s no software issue causing the crash.

    Summary:

    Based on your description of the issue, it's important to focus on:

    • Driver issues (especially GPU and chipset)
    • Memory or hardware issues
    • Corrupted system files
    • Power settings or software conflicts.

    Following these troubleshooting steps methodically should help you identify and resolve the problem. If the issue persists despite these fixes, you might need to test specific hardware components or consider professional support.

    Best Regards,

    William.Y | Microsoft Community Support Specialist

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