PC Freezes, then reboots but no BSoD

Posted on 2012-09-13
Medium Priority
Last Modified: 2013-11-08
I recently purchased a new PC that was configured and assembled from a website.  I received the new PC two days and have been troubleshooting an issue that seems to be related to the video card.  When playing Guild Wars 2, after a few minutes, the computer will completely freeze and then reboot itself.  This event generates no errors in the Event Viewer, no BSoD, no dump file and the game itself does not create a crash log.

This only happens when I'm using the Nvidia GeForce GTX 660ti graphics card that I bought separately.  I spoke with Nvidia support earlier today and they assured compatibility with the motherboard which is a Gigabyte B75M-D3H.  I've also updated the video card drivers to the newest revision (which just came out today).  I have the exact same video card in another PC and when I swap the card, the issue persists.

When I tried to update the BIOS on the Motherboard, it caused Windows to crash on the new Hard Drive so I put the old drive in the machine.  I've updated the chipset drivers from the Gigabyte website but the problem persists.  I've tried running Guild Wars 2 off of both the new and the old hard drives and both freeze in the same fashion.

None of the research I've done on inadequate power supplies, bad RAM, or motherboard issues have shown this same issue.  I've attached a copy of the configuration that shows all of the parts of the machine.  The only exception is the video card; as I said above I put in an Nvidia GeForce GTX 660ti.  I took the power usage for the card into consideration when I configured the machine, so I don't think that's the issue plus the machine isn't showing any of the signs of the power supply being insufficient.  Thanks for your time and your help.
Question by:FAFCU
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Expert Comment

ID: 38397526

download this tool and let us know how hot the card is running.
This sounds like a over heating and or overclock issue.

Expert Comment

by:Scott Thompson
ID: 38397561
From looking at your specs, it does look like your power supply is not sufficient to power your system + the GeForce 660ti.  nVidia says the Minimum power supply requirement is a 450W.


Add that in with a power hungry CPU (77W), and whatever else you have hooked up, and it does not equal good.  Usually when I build a system with a video card, I allow myself at least 200W extra after what is recommended for the video card.

Here's a recommendation for a power supply that should work with your system.

If this issue is only happening when the video card is being intensively used (i.e. gaming), then it is a logical conclusion that it is drawing a lot of power from the power supply and underpowering the rest of the system.  Try using the onboard video (I know, not as great as gaming with a REAL card, :) ) and see if the issue still occurs.  If it does not, then we know it is something related to the video card.

Author Comment

ID: 38400720
I've attached a (terrible) picture of the screen using the HWMonitor program that Monk suggested.  I bought an 850W power supply today and installed that.  After that, running GW2 from the old drive still crashed but it took a little longer.

After the PC rebooted itself, I ran GW2 from the new HD and it lasted a lot longer.  The attached picture is what the stats of the machine were when it crashed after running GW2 off the new drive.
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Author Comment

ID: 38400760
I wanted to also add that I have used the on-board video and the issue doesn't happen.  I have two of the exact same card and when I swap the video card between machines, the issue persists on the same machine.

Accepted Solution

Scott Thompson earned 750 total points
ID: 38400910
When did you take this picture?  Was it right after booting?  I'm looking at your CPU temp listed, and if I'm reading correctly, it's running at over 100 degrees Celsius!  That is insanely hot.  Most systems are setup now a days to shut down the computer after it reaches 70-80 degress Celsius to prevent damage.

Your GPU is even running pretty hot (77 degrees Celsius), but that is to be expected.  I wouldn't want it to get much higher than that for a temperature.

Here's a video of your cooler for the CPU and what the temperature should be around at full load (62 degrees Celsius)

I would recommend using Arctic Silver 5 and following the instructions on the link of how to distribute the thermal compound.

My guess is the reason the onboard video does not cause this issue is that the temperature inside the case is not reaching as high of a temperature compared to when the 660ti is installed and running.

I cannot tell if the case allows the installation of a fan in the front to pull cold air in, but make sure there is at least 6-12 inches in the back to allow the heat exiting the case to dissipate to not to bounce off a wall straight back into the case.

One last question, could you list the model of PSU you installed, and did you hook up the video card with 2 PCI-E 6 Pins, or 1 PCI-E 6 Pin with two connections?

Assisted Solution

monk1986 earned 750 total points
ID: 38401133
From what im seeing is, It is an overheat issue, The max is 76C - 168F.
This could be causing the computer to shut down to prevent damage to the system.

As pc_solutions50501 said your cpu is running way to hot as well, which could be helping cause your issues.

When the two are being pushed hard as any modern game will do.
It could be pushing the max heat temp for your hardware to cause the restart.

Make sure your CPU / heat sink / fans are clear of any dust.
This includes the CPU Fan, Hard Drive Fan if installed, Power Supply Fan.

Use canned air, make sure to purge any liquid by holding the button on the can for a couple seconds before using on the computer.

Apply a thermal paste as pc_solutions50501 suggested following the instructions to the T.
Upgrade the fan on your CPU or think about getting a liquid cooling system installed.
If you can mount an additional fan, could help reduce heat in the case.

Author Comment

ID: 38401553
Thanks guys.  I'm going to contact the company I bought the PC from today.  It's a liquid cooling system and they're the ones who installed it.  I picked out the parts online, but they assembled and tested everything.  I've only had the PC for 5 days.  I'll post back after I talk to them.

Author Comment

ID: 38430435
I apologize for the delayed response.  Subsequent tests showed the machine shutting off with the temperatures remaining in the 50-60 degrees Celsius range, so overheating was not the issue.  After spending three more days working with their tech support and still not finding a solution I gave up and am sending the PC back for a refund.  I went to Best Buy and bought an HP and it has been working flawlessly.

I would like to divide the points equally between the two of you.  Do I need to select the "Accept Multiple Solutions" or is there another way to just close out the question and award the points?

Expert Comment

by:Scott Thompson
ID: 38431035
I believe you accept Multiple Solutions.

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