Computer stops working after opening an mp4 file and playing Heroes of the Storm
Computer stops working after opening an mp4 file and playing Heroes of the Storm
Hi everyone,
I've just finished a build:
https://pcpartpicker.com/user/docboy1/sa...iew=Yp7FP6
I'm using a BenQ Monitor RL2460HT connected via an HDMI cable (the one I refurbished on Amazon if that matters).
The system started up without problems, and I managed to install Windows 11 Home through USB.
Next, I installed AMD Adrenaline and Asrock Drivers Auto Installer to update the BIOS and related files.
Then I began installing Battle.net and Heroes of the Storm.
I observed these issues:
1) Two days prior, before launching Battle.net, I was watching several MP4 video clips (scenes from movies). Around the end of a roughly ten-minute clip, the computer crashed. The screen turned all green, and both the keyboard and mouse froze with no response. I struggled to force a hard reboot.
I ran sfc /scannow, which detected and fixed an error.
Additionally, Windows security and defender were not installed properly, so they failed to scan. Eventually, Win Security activated and Defender managed to perform a scan.
When trying to play Heroes of the Storm inside Adrenaline, the game loaded but crashed after about fifteen minutes. It ran smoothly at all ultra settings.
2) Last night I attempted to launch HOTS again.
Inside Adrenaline, the game failed to start. The issue wasn’t a crash during startup, but the game just wouldn’t launch. It was unusual.
Battle.net also started unexpectedly inside Adrenaline. I then tried launching HOTS once more. The game ended abruptly, and at the end where scores were displayed, the screen turned green again. The system crashed, making the mouse and keyboard unresponsive.
I had to force a hard reboot. After running sfc /scannow, no errors were detected. I performed a Win Update and installed several optional updates (like .net framework and an unrecognized Intel driver).
It was getting late, so I went to bed. This morning at the office, I’m reviewing what happened and considering next steps.
I haven’t tried HOTS again since installing those optional updates. I’ll attempt it tonight after work.
Any suggestions on what might be causing the crashes? The CPU and motherboard temperatures are around 32°C (data from Ascrock Overclock). I’m not adjusting the CPU, GPU, or RAM settings.
I’m unsure about the GPU temperature—how could I check that? From what I know, the BIOS and Adrenaline drivers are up to date. My power supply is 1000W, so it should provide ample power.
Let's begin by addressing some possible issues. Run memtest 86+ (on a bootable USB drive outside of Windows) and perform a four-pass memory test. This process might take some time. While a single pass can be done, it won't guarantee that any errors are missed—just a shorter test may not catch everything. Also, verify if your RAM supports XMP. You can check this using CPU-z.
Make sure all components are properly seated. For certainty, remove them and reinsert them.
Your power supply unit appears to be robust, so I’m hesitant about it being faulty. However, it’s still possible it could be the cause.
Are all your system drivers current? You can download them from the following link:
https://www.asrock.com/MB/Intel/Z790 Pro RS WiFi/index.asp#Download
Check if your BIOS is up to date. CPU-z can help with this as well. For the latest BIOS information, visit:
https://www.asrock.com/MB/Intel/Z790 Pro RS WiFi/index.asp#BIOS
Since it’s a new platform, there might be bugs or compatibility concerns with RAM. Keeping your BIOS updated could be beneficial.
Thanks for the links. I'll review tonight to determine the BIOS version and make updates if needed.
Last night I considered checking the RAM speed, as some forums mentioned that low or incorrect RAM speeds can lead to unstable crashes.
I opened BIOS this morning and checked the DRAM timing settings.
My current RAM is Corsair DDR5 Vengance 32GB 2x16 DDR5 5600 (PC5 44800).
Under DRAM Frequency, BIOS is set to "AUTO" with the RAM labeled as "DDR5-4800".
I can switch AUTO to DDR5-5600 and other speeds, including 4800.
It seems the RAM speed might not be configured properly in BIOS.
Could this adjustment be contributing to the crashes?
Yes, exactly. Your RAM is using up XMP, but in this situation the opposite XMP might help stabilize the DIMMs. This often occurs in newer systems. Bios will matter, as well as confirming the components are properly installed. For clarity, do you have another PSU available to test? Let us know
Will adjust the RAM speed this evening, test a few games and keep you updated.
Yesterday I also ran the Windows 11 Memory Diagnostic Tool on my WD_BLACK SN850X NVMe drive. The results showed no issues. I also updated the firmware for that device.
I updated the BIOS to the latest version, which led to Win 11 becoming inactive. I spent about 1.5 hours with MS support trying to reactivate it, but it didn’t work. Eventually, I managed to get Win 11 back from a Reddit forum.
I also adjusted the RAM speed to 5600. After playing 12 minutes of Heroes of the Storm, the system crashed completely—green screen appeared, and mouse, keyboard, and monitor stopped responding. I had to restart it again.
Windows didn’t crash when I was using my phone and working with Microsoft, with many browsers and tabs open.
I checked the Event Viewer and noticed an error (Event ID 1). The XML view is attached. I’m unsure if the issue is hardware-related or tied to a specific component.
Looking forward to suggestions...
I went through additional troubleshooting and decided to switch to another game, Atomic Hearts, wondering if the Blizzard engine might have problems with the Adrenaline drivers or the card itself. Unfortunately, it kept crashing with a green screen. I upgraded to a higher quality HDMI 2.1 cable, reconfigured the CPU and Peerless Assassin, and used separate PCI power cables (previously I used one with a pigtail from the PSU to the card; no luck, crashes persisted).
I reached out to AMD with several emails, asking them to send over diagnostic reports. They informed me about a recurring Live Kernel Error 124 that could be linked to RAM or CPU issues, but it seemed unrelated to hardware setup, possibly tied to Windows itself.
Corsair tech support didn’t help much. I contacted Intel, who also suggested the problem might be with Windows. It didn’t make sense since the OS was just installed.
Eventually, I removed the 6950XT graphics card, used DDU to uninstall AMD drivers, and installed Intel drivers. I tested running games directly through the CPU’s built-in graphics. No crashes—just poor performance, especially in Atomic Hearts at low settings (~10fps). It was stable but didn’t resolve the issue.
I remembered my wife mentioning a burnt smell after installing the card, which made me suspect a faulty component inside the card caused the green screen. I also spoke with XFX support, who agreed the card was likely defective and hinted that the PCIe slot might be the culprit.
That led me to return the card, as I was still within the 30-day return period. Amazon handled it well, processed a replacement, and gave me another 30 days to test before getting a full refund. Today, I received the new card. All games are now running smoothly—no crashes, stable performance, and no burning smell after installation.
Lesson learned: after trying every troubleshooting method, it’s possible the card you receive could be faulty.