Various Crashes - Unsure how to Diagnose

[Matt157]

Hi,

For around 3-4 weeks now I have been getting constant crashes on a game called 'Escape from Tarkov', most with a crash mentioning 'Unity', other times it just freezes/crashes.

I had assumed it's just a poorly optimized game as other experience issues here and there, but my friends don't, and the issue doesn't seem to widespread online (other than user with the error seem to be unsure on how to fix). Around the same time I also stated getting 'STATUS_ACCESS_VIOLATION' in Edge meaning a page not found error was being returned. Sometimes it can happen several times in a 10 minute gap, sometimes to for hours, there seems to be no pattern.

I downloaded Chrome to check there, it happened too (although I haven't use it much, so can't say how frequent). I tried various fixes from re-installing games, checking updates, reinstall edge - nothing fixed it. I have recently been playing DayZ and get crashes there too.

I have since done a System Reset on 17th Nov thinking that'll fix it, but the issue seems exactly the same so I'm concerned this isn't simply a software issue (Others have reported CPU/RAM being the issue when googling).

I'm not the most PC literate so troubleshooting and changing stuff isn't really an option but I have done done the basics, reinstalled GPU Drivers, checked for windows updates, used the HP Assistant to check for updates. I've ran most of the Optimize options and Hardware Diagnostics. The only point of note is that when running the UEFI Fan Speed and Thermal Test it states the cooling fan is not operating correctly, although when going through the Diagnoses on start-up (pressing F2) there is no error.  I've also tried to run the CPU Stress Test several times, but each time I do it gets to around 10% on the bar and then closes, sometimes is states the application has closed in error.

All of these issues seem related, but after speaking with a HP Agent, I get the feeling the game is being blamed as an easy scapegoat. Equally the first agent I've spoke to didn't really seem to understand the issue, or seem competent in general (She started downloading an AMD Driver for my GPU, which is NVIDEA 4070 Ti, then she tried to instal a new BIOS from the HP website, which was actually older that the one I had which I had to point out as she was confused on why it wouldn't instal (I gathered at least) until I pointed out my version was more up to date). She also installed the 'latest' update for NVIDEA from the HP website, which actually put be back an update, despite me saying I've already spoke with NVIDEA about my issue to see if they could help.

I get the feeling something is up, but I can't prove it, and HP Support doesn't seem to know how to Diagnose it. My PC is in Warranty for 5 more days and I'm worried it might be a hardware issue as googling others who have tried to fix mention CPU/RAM issue being a cause (appreciate that might not be the case for me). In Summary, a pre-built PC shouldn't have these issues, and I've no idea what to do.

Lastly, my Device is a OMEN 40L Desktop GT21-1004na PC, but as you see with the Product attached, that is a 1000i. Some of my support pages also say 1000i and are even looked to that from a HP page that shows me its a 1004na.

I have multiple Screenshots of errors, STATUS_ACCESS_VIOLATION is the most common, but I have also received (these are all yesterday)

Tarkov: Unity Crash error

Edge: STATUS_STACK_BUFFER_OVERRUN

Edge:  STATUS_BREAKPOINT

DayZ: DayZ has excited in an unusual manner. Exit Code 0x0000005 -STATUS_ACCESS_VIOLATION

DayZ: Crash Reporter. Exception: Access Violation. Illegal read by 0x (lots of numbers/letters)

DayZ: Crash Reporter & DayZ has exited in an unusual manner with Exit Code 0XC00000FD - STATUS_STACK_OVERFLOW

DayZ. Crash Reporter. (I didn't manage to save the actual error code)

Dayz: Crashed 2-3 times in a 20min window, no errors, just froze.

I can't remember which (possibly the STATUS_ACCESS_VIOLATION) happened as soon as I switched by graphics from Default to Extreme. Tried to replicate, but no luck.

I hope some of that makes sense and isn't too much of a brain dump, but for so many things to not work and show similar errors, something must be up. Any help appreciated!

[NonSequitur777]

@Matt157,

Welcome to our HP Community forum!

Let's assume for a moment that your issue(s) are software related, and we go from there.

So, let's get started to lay the groundwork.

Grap one of your favorite beverages and sit down.

First thing I would like you to do is to download this most useful freeware utility program called CCleaner from here and install it.

How this works is as follows: right-click on the CCleaner icon, and "Run as administrator". Then run the "Health Check" and under "Tools" also run the "Registry" cleaning function.

Next, type in %temp% in your Windows search bar, and click on the %temp% file folder.  Click on the first temp file folder or file, then hold the CTRL key and click the A key, which should highlight all the files in the %temp% folder.  Then right-click on any of the highlighted folders and select Delete. You will likely see the "The action can't be completed because the folder or a file in it is open in another program" message up to three times.  Check the "Do this for all current items" and click on "Skip".

Once this delete function is complete, go to your Windows Recycle Bin icon, right-click on it and select Empty Cycle Bin.

Next, type in disk cleanup in your Windows search bar and click on the Disk Cleanup system app.

You will get a small screen with Files to delete. Check (☑) all the little boxes and hit OK, then click on Delete Files, and it will delete whatever unnecessary files are left.  It will disappear by itself once it is completed.

At this point, please restart your PC.

Next, type in cmd in your Windows search bar, right-click on the Command Prompt app, and select Run as administrator, then type in: sfc /scannow and enter, and click Yes for permission (once or twice).

This may take a while to complete.

Once completed, copy/paste enter:

dism /online /cleanup-image /restorehealth

This may also take a while to complete.

Restart your PC.

With this out of the way, implement the Windows optimization steps as outlined in this YouTube link: 🔧 How to Optimize Windows 10 For GAMING & Performance in 2019 The Ultimate Updated GUIDE.  Yes, I know it says Windows 10, but these steps also apply to W11.  One thing though, at time stamp 17:23 Panjno says to type in seven f's, but it should be eight f's (ffffffff).

Once done, restart your PC and run Escape from Tarkov to see if the preceding steps resolved your gaming issue.

Report back.

Kind Regards,

NonSequitur777

[Matt157]

Hey NonSequitur777,

Many thanks for the swift and detailed response.

I called HP just as you responded and they requested I send it for repair. I felt like this was only because I had mentioned the fan test and they'll likely not check for for the actual reason I called, but we'll see.

I'll be sure to try these steps once it returns or I get any other issues.

[NonSequitur777]

@Matt157,

Thank you for following up!

Yea, regardless, follow the Windows optimization steps I posted once you can, it will almost certainly make a positive performance difference!

Kind Regards,

NonSequitur777

[Matt157]

Hi,

Unfortunately, my issue remains and I've genuinely no idea what to do next.

I want to submit a complaint, or at least talk to someone who cares about trying to help, but the only contact number I can find is the Technical Team which is where my frustration and complaints sit. I'm at the point I'm considering just giving up, selling the PC to a store for a significant loss and buying something else as I've no faith in HP being able to offer any form of viable support.

To continue from where my first post begun, the night before having to box up my Desktop I had to follow a guide on how to log out and create user accounts which far from straight forward, but got there in the end (i think), although whatever I done, Outlook would continue to remember my login and password. I tried everything, logging out, moving accounts, changing my password on another device, remove the device from my account and calling HP Support for help (they couldn't fix it) and to explain I'm not conformable sending the Desktop away when someone can access everything. I felt cornered, and was assured the technicians would factory reset the desktop anyway, so I sent it off. The desktop came back, no factory reset, full access to all my emails, which essential means access to anything as my email is the security for so much (for example, logging in here sent me an email).

Putting aside the poor guidance and support on my privacy concern, the CSO case was updated whilst it was with the repair team stating "Unit on Hold due to component shortage". So I called support to question what this unit was, and how long is expected for the shortage to last - not to my surprise, they knew nothing. They said they'd ask the team and get back to me in 24-28 hours (or I was supposed to call them back in 24-48hr, it was never really very clear), they then emailed me with what they where supposed to email the repair team and asked me to ignore it. 

The CSO was updated before I called back for an update, stating HDD Read/Write errors (My Desktop doesn't have an HDD, only SSD) and FAN FUNCTION FAILURE (no idea which fan) and that the item is being shipped back, so I never followed up. On being told to send the desktop in originally, I was told the team would look and run tests for the actual issue I first phoned for, and perhaps call me if they had difficulties - nothing like this happened to my knowledge.

Desktop arrived back, paperwork says nothing of a HDD error, or Fan error. Instead stated the GPU has been replaced - there seems to be no consistency with what its being looked into, repaired or reported. The QA form also has no comments and no signature sign off.

First day, Tarkov crashed twice, Edge displays same violation error - brilliant. 2nd day, first attempt at running DayZ, as soon as I change Graphics setting from custom to max, game crashes, violation error. I then call support, and for the first time, actually got a guy that sounded like and looked like he was trying to see what the issue might be. He ran some benchmark stuff and ran a  game benchmark thing which closed down before being able to show what the benchmark results were, we ran again, no issues. He then suggested to reset windows and started that off, but just as he left the call, the settings screen froze and I had to end it through Task Manager. I then followed the process he done again, and the desktop provided an error "There was a problem resetting your PC". I tried for a 3rd time, seemed to work.

After maybe 1hr, I notice the PC just keeps restarting. It's stuck on 64%, will not continue. No problem I thought, the Tech guy said he'd email me so I can contact someone if I need, I have no email (still don't). I try to troubleshoot myself with no luck. The tech guy also agreed to call me today (04/12), so I bought a USB in preparation for the call as suspect he'd walk me through the process I think I need to follow. No call. Now sat here with a £2000 paperwieght.

Again, a lot of words and Im probably missing a lot more, but I spent a lot on this pre-built thinking HP are reputable and if an issue comes up, no problem, there will be support. Hopefully from what you can see from these posts, I've had a nightmare. Tech Support seems under skilled or careless (other than the last guy I spoke with - but no Email/Follow up call is disappointing as he genuinely gave me hope) and my only option is to call the same team, which from my experience to date, seems incompetent and likely going to cost us more in time over the phone that it'd cost to replace the thing.

So again, I'm at a loss. I can't submit a complaint anywhere, I can't contact HP, I've no idea who (or if it's even possible) to ask about a refund (or straight replacement). My only options are Technical support which I'm sure you can see why that's not filling me with confidence, or here, where it's not even HP but my last hope.

I'd take a refund of much lower than the cost I Paid, I don't care much now, I just want it gone or fixed.

[NonSequitur777]

@Matt157,

This is horrible...

I have 'flagged' your post to have HP escalate tech support for your case.

Let's see if it will make a difference.

As a volunteer HP Community expert, that's all I can really do for you.

Kind Regards,

NonSequitur777

[Matt157]

Thank you NonSequitur777.

Appreciate you're limited in how you can support, I posted here more as I was at a loss as what to do, so anything you're able to do is very much welcomed.

My main concern is that support can often go direct to 'its the game, hardware is fine', but I can't help but feel these issues are connected given they are started the same time, but I'll stop my rambling for now!

Thanks again.

[NonSequitur777]

@Matt157,

You are welcome.

Wishing you well and smooth sailing,

NonSequitur777