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Difference between revisions of "Troubleshooting guide/Hardware problems"

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 +
 
Hardware diagnosis software can be used to determine whether the problems on your PC are being caused by faulty or broken hardware. There are many utilities that are designed to scan the physical components of your computer to check whether they are in good condition.
 
Hardware diagnosis software can be used to determine whether the problems on your PC are being caused by faulty or broken hardware. There are many utilities that are designed to scan the physical components of your computer to check whether they are in good condition.
  
−
== Technique ==
+
'''Relevant software'''
 +
* [https://www.cpuid.com/ CPUID] - System information tools for Windows
 +
* [https://www.resplendence.com/whocrashed WhoCrashed] - Kernel crash dump analyzer for Windows
 +
* [https://www.ultimatebootcd.com/ Ultimate Boot CD (UBCD)]
 +
* [https://www.hirensbootcd.org/ Hiren's Boot CD]
  
−
=== Windows ===
+
==Show hardware components==
−
Open the DirectX Diagnostic Tool:
+
 
−
* Windows Vista and newer: open the Start Screen/Start Menu, type <code>dxdiag</code> and press {{key|Enter}}.
+
===Windows===
 +
Open the '''DirectX Diagnostic Tool''':
 +
* Windows Vista and later: open the Start Screen/Start Menu, type <code>dxdiag</code> and press {{key|Enter}}.
 
* Windows XP: press {{key|Windows|R}}, type <code>dxdiag</code> and press {{key|Enter}}.
 
* Windows XP: press {{key|Windows|R}}, type <code>dxdiag</code> and press {{key|Enter}}.
  
−
=== Linux ===
+
Open the '''System Information''' utility:
 +
* Windows Vista and later: open the Start Screen/Start Menu, type <code>msinfo32</code> and press {{key|Enter}}.
 +
* Windows XP: press {{key|Windows|R}}, type <code>msinfo32</code> and press {{key|Enter}}.
 +
 
 +
===Linux===
 
Through the <code>Terminal</code>
 
Through the <code>Terminal</code>
 
<pre>$ lspci
 
<pre>$ lspci
Line 16: Line 28:
 
See also [[Linux]].
 
See also [[Linux]].
  
−
== General Troubleshooting ==
+
==Stability testing==
−
To successfully troubleshoot a problem, it helps to obey the following rules:
+
Many parts of a PC work together to run a game. Crashes are often caused by problems where two or more parts interact. The first question to be asked when a crash occurs is whether the PC is stable without the game running.
  
−
# Never change more than one thing at a time.
+
===Power supply unit (PSU)===
−
# Write down everything.
+
Non-deterministic problems are sometimes caused by a bad power supply unit (PSU).<ref>{{Refurl|url=http://ask-leo.com/could_my_power_supply_be_causing_memory_errors.html|title=Could my power supply be causing memory errors? - Ask Leo!|date=May 2023}}</ref> If the power supply is not stable, it is futile to test other parts of the system because they will yield inconsistent results. Power supplies do not indicate whether they are having problems because they generally do not include self-testing hardware. Sometimes electrical noise (buzzing) may be heard though.  
  
−
The general troubleshooting procedure is:
+
The best way to test a power supply is with a special PC power supply tester. If one is not available, try to load the PSU as much as possible, generally by running [[#CPU + GPU|all]] stress tests and connecting as many external devices as available (preferably in "cold" conditions). If this hamper system stability in any way, swapping the PSU with a different known working one should be enough to rule out or not the problem.
  
−
# Think about the problem to determine whether it results from unintentional side effects. If so, stop.
+
===Motherboard===
−
# Reboot the computer and determine if the problem is repeatable. If the problem does not occur again, stop.
+
The other big source of nebulous, whimsical and unpredictable issues is the motherboard. Putting aside blatant boot errors caused by innocuous misconfiguration (that most of times can be diagnosed with a [[Wikipedia:PC speaker|buzzer]], or from LEDs and seven-segment displays on more premium models), there are infinitely more insidious ways electrical components here can fail.<ref name=caps>[https://www.badcaps.net/forum/showthread.php?t=425#post2045 The Bad Capacitor FAQ - Badcaps Forums]</ref> The problem should be OS-independent and may even be reproduced in the BIOS setup utility (if it's not load-specific and doesn't compromise [[Wikipedia:Power-on self-test|POST]] altogether).  
−
# Read the game's documentation and web site to determine if it is a known problem and a solution is available. If so, try it and stop if it works.
 
−
# Search the Internet to determine if a solution from a reliable source is available. If so, try it and stop if it works.
 
−
# Examine records of the problem and classify the problem as deterministic or nondeterministic.
 
−
# Verify the computer operation assumptions are true.
 
−
# Perform stability tests on the computer.
 
−
# Perform data integrity tests on the computer's software.
 
  
−
Problems are classified as deterministic or non-deterministic. Deterministic problems happen the same way every time, non-deterministic problems happen differently each time. Deterministic problems are often caused by software or data corruption. Non-deterministic problems are usually caused by bad hardware.
+
Causes can in turn range from something trifling like dust bridging circuit traces<ref>{{Refurl|url=https://badcaps.net/forum/showthread.php?t=86912#post978344|title=Asus P5QPL-AM problem - Badcaps Forums|date=May 2023}}</ref> or covering pins in the socket, all the way to fried VRMs.<ref>[https://web.archive.org/web/20151103100533/https://www.overclock.net/t/943109/about-vrms-mosfets-motherboard-safety-with-125w-tdp-processors About VRMs & Mosfets / Motherboard Safety with 125W+ TDP processors | Overclock.net] (retrieved)</ref> They should all be eventually quantifiable with enough measuring and (de)soldering<ref>[https://www.vogons.org/viewtopic.php?t=75819 Testing capacitors in circuit \ VOGONS]</ref><ref>{{Refurl|url=https://www.badcaps.net/forum/showthread.php?t=18141|title=Measuring ESR in circuit - Badcaps Forums|date=May 2023}}</ref> equipment, and patience.<ref>{{Refurl|url=https://www.badcaps.net/forum/showthread.php?t=600|title=Testing VRMs - Badcaps Forums|date=May 2023}}</ref><ref>[https://www.eevblog.com/forum/testgear/finding-short-on-motherboards-with-a-shorty-(with-display)/ finding short on motherboards with a shorty (with display) - EEVblog Electronics Community Forum]</ref>
  
−
Computer designs assume that all the following things are true. If any one of these assumptions is not true, it may be the source of the problem.
+
Woes with capacitors deserve a special mention too. In particular the so-called [[Wikipedia:Capacitor plague|capacitor plague]] affected a disproportionate number of boards made in the first decade of the century (all manufacturers have since switched to solid electrolytes). Most of times it's an easy defect to spot just with the naked eye<ref>{{Refurl|url=https://www.badcaps.net/index.php?pageid=identity|title=Badcaps.net Forums - How To Identify|date=May 2023}}</ref><ref>{{Refurl|url=http://www.capacitorlab.com/visible-failures/|title=Capacitor Lab - Visual Signs of Capacitor Failure|date=May 2023}}</ref> (including identification of known unreliable part numbers<ref>{{Refurl|url=https://badcaps.net/forum/showthread.php?t=388&page=9#post182333|title=List of Bad Cap Manufacturers - Badcaps Forums|date=May 2023}}</ref><ref>{{Refurl|url=https://www.badcaps.net/forum/showthread.php?t=30655#post364184|title=Bad Fake? Nichichon TMV 4v 680uF Caps - Badcaps Forums|date=May 2023}}</ref>), but some bad cases may still look completely inconspicuous without an [[Wikipedia:ESR meter|ESR meter]] for actual testing.<ref name=caps/><ref>{{Refurl|url=https://www.eevblog.com/forum/repair/bad-electrolytic-capacitor-looks-ok/|title=Bad Electrolytic capacitor looks OK - EEVblog Electronics Community Forum|date=May 2023}}</ref> Take note that protracted inactivity can be even ''more'' taxing on capacitors than constant relentless usage.<ref>{{Refurl|url=https://badcaps.net/forum/showthread.php?t=48850|title=Gigabyte GA-8IPE1000 - KZG caps bloat in storage - Badcaps Forums|date=May 2023}}</ref><ref>{{Refurl|url=https://www.badcaps.net/forum/showthread.php?t=50530|title=How to Recondition (Reform) Electrolytic Capacitors and Why - Badcaps Forums|date=May 2023}}</ref> Conversely, it could happen systems with totally blown caps still run fine, but the risk of destroying the rest of the components and even the CPU itself raises significantly.<ref>{{Refurl|url=https://www.badcaps.net/forum/showthread.php?t=4306|title=Bad caps and stable system (or vice versa)? - Badcaps Forums|date=May 2023}}</ref>
  
−
* The computer is not overheating. Fans are clean and have enough space in front and behind them to cool the electronics.
+
===Memory (RAM)===
−
* The computer's real-time clock is set correctly.
+
Memory stability testing is performed using the [http://www.memtest.org/ memtest86+ utility].
−
* The computer's user is in full control of the computer, and the computer is not being given conflicting commands by other users or software from the network.
 
−
* The computer does not have unreliable or faulty peripherals attached to it.
 
−
* The computer has a reliable power supply.
 
−
* The computer's memory is perfectly reliable.
 
−
* The computer has enough extra disk storage for any virtual memory it may need.
 
−
* The computer is fast enough and has sufficient cooling for the work it is being asked to do.
 
−
* The computer's internal connectors are clean and signals pass through them reliably.
 
−
* The computer user is not actively attempting to run the computer outside specifications (over-clocking, under-volting, etcetera.)
 
−
* The computer's user is not actively trying to deceive the hardware or software.
 
  
−
== Stability Testing ==
+
Windows Vista+ have a built in memory tester also, which can be found by running mdsched.exe.
−
Many parts of a PC work together to run a game. Crashes are often caused by problems where two or more parts interact. The first question to be asked when a crash occurs is whether the PC is stable without the game running.
 
−
 
 
−
=== Power Supply Unit ===
 
−
Non-deterministic problems are sometimes caused by a bad power supply unit (PSU). If the power supply is not stable, it is futile to test other parts of the system because they will yield inconsistent results. Power supplies do not indicate whether they are having problems because they generally do not include self-testing hardware. The best way to test a power supply is with a special PC power supply tester. If one is not available, swapping the PSU with a different known working PSU will fix the problem if the PSU is bad. Otherwise, the problem is likely elsewhere.
 
−
 
 
−
=== Memory ===
 
−
Memory stability testing is performed using the [http://www.memtest.org/ memtest86+ utility].
 
  
−
Windows 7 has a built in memory tester also, which can be found by running mdsched.exe.
+
In case errors don't present in a random pattern (meaning the issue is confined only to determinate RAM addresses) it might be possible to just bypass the affected locations.<ref>{{Refurl|url=http://unix.stackexchange.com/a/76188/163877|title=linux - How to blacklist a correct bad RAM sector according to MemTest86+ error indication? - Unix & Linux Stack Exchange|date=May 2023}}</ref><ref>{{Refurl|url=https://superuser.com/a/490522/567466|title=memory - Running Windows with defective RAM - Super User|date=May 2023}}</ref>
  
−
=== Disks ===
+
===Drive (SSD, SSHD, HDD, etc.)===
−
Disk stability testing is performed using [http://smartmontools.sourceforge.net smartmontools]. Using the -x argument to the utility, verify the following:
+
Drive stability testing is performed using [http://smartmontools.sourceforge.net smartmontools]. Using the -x argument to the utility, verify the following:
  
−
* The disk is not overheating. (SSDs may not have a temperature sensor, measure their temperature some other way.)
+
* The drive is not overheating (SSDs may not have a temperature sensor, measure their temperature some other way).
−
* The disk is not reporting read or write faults in its error log.
+
* The drive is not reporting read or write faults in its error log.
−
* The disk is not reporting a pre-fail condition.
+
* The drive is not reporting a pre-fail condition.
  
−
If each of those items are true, then follow the directions [http://sourceforge.net/apps/trac/smartmontools/wiki/selftest_short to perform a short self-test]. Verify that the disk executes and passes this test. If not, go to the disk vendor web site support section and follow the directions to download their disk analysis software. Follow the directions to obtain a specific problem report and return the disk if it is under warranty. If the disk is not under warranty, swap the disk for a new one.
+
If each of those items are true, then follow the directions [http://sourceforge.net/apps/trac/smartmontools/wiki/selftest_short to perform a short self-test]. Verify that the drive executes and passes this test. If not, go to the drive vendor web site support section and follow the directions to download their drive analysis software. Follow the directions to obtain a specific problem report and return the drive if it is under warranty. If the drive is not under warranty, swap the drive for a new one.
  
−
=== CPU ===
+
===CPU===
 
Intel CPU testing is performed using the [http://www.intel.com/support/processors/sb/CS-031726.htm Intel Processor Diagnostic Tool].
 
Intel CPU testing is performed using the [http://www.intel.com/support/processors/sb/CS-031726.htm Intel Processor Diagnostic Tool].
  
−
AMD does not release diagnostic software for end users. Use [http://www.mersenne.org/freesoft/default.php Prime95] to stress test the CPU and see if it fails. The Windows Event Log may record a machine check error code; this will provide more specific information on what caused the problem.
+
AMD does not release diagnostic software for end users. Use [http://www.mersenne.org/download/ Prime95] to stress test the CPU and see if it fails. The Windows Event Log may record a machine check error code; this will provide more specific information on what caused the problem.
  
−
=== GPU ===
+
Make sure temperature is well within the operating margins (if it's just ''slightly'' below, certain spots around the processor may still be hotter). Sudden case movements may untight the heatsink pins.<ref>{{Refurl|url=https://old.reddit.com/r/pcmasterrace/comments/l1hn0r/stock_intel_cpu_cooler_came_loose/|title=Stock Intel CPU Cooler came loose? : pcmasterrace - Reddit|date=May 2023}}</ref>
−
If you are experiencing visual artifacts or sluggishness in visual applications, then there may indeed be a problem with you GPU. First, use a utility such as [http://www.techpowerup.com/gpuz/ GPU-Z] or [http://www.cpuid.com/softwares/hwmonitor.html HWMonitor] to see if your card is running over the recommended temperature (the max is usually around 80 Celsius), if so, then you card will be throttling itself in self-preservation. Check then, to see if the fans or blocks on your card are functioning correctly, and blow out any dust or debris build-up with a can of compressed air. If that isn't the problem, check the video drivers, and see if there is a new version or if the one you are using is reported as being unstable, in either case, perform a clean install of the drivers.Next, if you have integrated video as well as a discreet card, make sure that the computer switches when in game to your discreet card correctly instead of staying on integrated If all else fails, check the warranty on your GPU (most are 2-3yrs) and RMA the card for repairs or a rebate of some sort.
 
  
−
== How to ask questions the smart way ==
+
===Graphics card (GPU)===
 +
If you are experiencing visual artifacts or sluggishness in visual applications, then there may indeed be a problem with you GPU. First, use a utility such as [https://www.techpowerup.com/gpuz/ GPU-Z] or [http://www.cpuid.com/softwares/hwmonitor.html HWMonitor] to see if your card is running over the recommended temperature (the max is usually around 80 Celsius), if so, then you card will be throttling itself in self-preservation. Check then, to see if the fans or blocks on your card are functioning correctly, and blow out any dust or debris build-up with a can of compressed air. If that isn't the problem, check the video drivers, and see if there is a new version or if the one you are using is reported as being unstable, in either case, perform a clean install of the drivers. Next, if you have integrated video as well as a discreet card, make sure that the computer switches when in game to your discreet card correctly instead of staying on integrated. Last try to [https://www.raymond.cc/blog/having-problems-with-video-card-stress-test-its-memory/ memtest] VRAM and stress test it with [http://www.ozone3d.net/benchmarks/fur/ FurMark]. If all else fails, check the warranty on your GPU (most are 2-3yrs) and RMA the card for repairs or a rebate of some sort.
  
−
[http://catb.org/esr/faqs/smart-questions.html How to ask questions the smart way]
+
===CPU + GPU===
 +
Run both tests together. Remember to lower CPU test priority to avoid bottlenecks in the GPU one.<ref>{{Refurl|url=http://blog.szynalski.com/2012/11/the-right-way-to-stress-test-an-overclocked-pc/|title=The right way to stress-test an overclocked PC « Trying To Be Helpful|date=9 June 2023}}</ref>
  
−
== Recommended software ==
+
{{References}}
−
* '''Freeware'''
 
−
** [http://www.ultimatebootcd.com/ Ultimate Boot CD (UBCD)]
 
−
** [http://www.hirensbootcd.org/ Hiren's Boot CD ]
 
−
** [http://www.piriform.com/speccy/ Piriform's Speccy ]
 
  
 
[[Category:Hardware]]
 
[[Category:Hardware]]
 
[[Category:Guide]]
 
[[Category:Guide]]
−
[[Category:Troubleshooting]]
 

Latest revision as of 03:49, 9 June 2023

This page may require cleanup to meet basic quality standards. You can help by modifying the article. The discussion page may contain useful suggestions.

Hardware diagnosis software can be used to determine whether the problems on your PC are being caused by faulty or broken hardware. There are many utilities that are designed to scan the physical components of your computer to check whether they are in good condition.

Relevant software

Show hardware components

Windows

Open the DirectX Diagnostic Tool:

  • Windows Vista and later: open the Start Screen/Start Menu, type dxdiag and press ↵ Enter.
  • Windows XP: press ⊞ Win+R, type dxdiag and press ↵ Enter.

Open the System Information utility:

  • Windows Vista and later: open the Start Screen/Start Menu, type msinfo32 and press ↵ Enter.
  • Windows XP: press ⊞ Win+R, type msinfo32 and press ↵ Enter.

Linux

Through the Terminal 

$ lspci
$ lsusb

See also Linux.

Stability testing

Many parts of a PC work together to run a game. Crashes are often caused by problems where two or more parts interact. The first question to be asked when a crash occurs is whether the PC is stable without the game running.

Power supply unit (PSU)

Non-deterministic problems are sometimes caused by a bad power supply unit (PSU).[1] If the power supply is not stable, it is futile to test other parts of the system because they will yield inconsistent results. Power supplies do not indicate whether they are having problems because they generally do not include self-testing hardware. Sometimes electrical noise (buzzing) may be heard though.

The best way to test a power supply is with a special PC power supply tester. If one is not available, try to load the PSU as much as possible, generally by running all stress tests and connecting as many external devices as available (preferably in "cold" conditions). If this hamper system stability in any way, swapping the PSU with a different known working one should be enough to rule out or not the problem.

Motherboard

The other big source of nebulous, whimsical and unpredictable issues is the motherboard. Putting aside blatant boot errors caused by innocuous misconfiguration (that most of times can be diagnosed with a buzzer, or from LEDs and seven-segment displays on more premium models), there are infinitely more insidious ways electrical components here can fail.[2] The problem should be OS-independent and may even be reproduced in the BIOS setup utility (if it's not load-specific and doesn't compromise POST altogether).

Causes can in turn range from something trifling like dust bridging circuit traces[3] or covering pins in the socket, all the way to fried VRMs.[4] They should all be eventually quantifiable with enough measuring and (de)soldering[5][6] equipment, and patience.[7][8]

Woes with capacitors deserve a special mention too. In particular the so-called capacitor plague affected a disproportionate number of boards made in the first decade of the century (all manufacturers have since switched to solid electrolytes). Most of times it's an easy defect to spot just with the naked eye[9][10] (including identification of known unreliable part numbers[11][12]), but some bad cases may still look completely inconspicuous without an ESR meter for actual testing.[2][13] Take note that protracted inactivity can be even more taxing on capacitors than constant relentless usage.[14][15] Conversely, it could happen systems with totally blown caps still run fine, but the risk of destroying the rest of the components and even the CPU itself raises significantly.[16]

Memory (RAM)

Memory stability testing is performed using the memtest86+ utility.

Windows Vista+ have a built in memory tester also, which can be found by running mdsched.exe.

In case errors don't present in a random pattern (meaning the issue is confined only to determinate RAM addresses) it might be possible to just bypass the affected locations.[17][18]

Drive (SSD, SSHD, HDD, etc.)

Drive stability testing is performed using smartmontools. Using the -x argument to the utility, verify the following:

  • The drive is not overheating (SSDs may not have a temperature sensor, measure their temperature some other way).
  • The drive is not reporting read or write faults in its error log.
  • The drive is not reporting a pre-fail condition.

If each of those items are true, then follow the directions to perform a short self-test. Verify that the drive executes and passes this test. If not, go to the drive vendor web site support section and follow the directions to download their drive analysis software. Follow the directions to obtain a specific problem report and return the drive if it is under warranty. If the drive is not under warranty, swap the drive for a new one.

CPU

Intel CPU testing is performed using the Intel Processor Diagnostic Tool.

AMD does not release diagnostic software for end users. Use Prime95 to stress test the CPU and see if it fails. The Windows Event Log may record a machine check error code; this will provide more specific information on what caused the problem.

Make sure temperature is well within the operating margins (if it's just slightly below, certain spots around the processor may still be hotter). Sudden case movements may untight the heatsink pins.[19]

Graphics card (GPU)

If you are experiencing visual artifacts or sluggishness in visual applications, then there may indeed be a problem with you GPU. First, use a utility such as GPU-Z or HWMonitor to see if your card is running over the recommended temperature (the max is usually around 80 Celsius), if so, then you card will be throttling itself in self-preservation. Check then, to see if the fans or blocks on your card are functioning correctly, and blow out any dust or debris build-up with a can of compressed air. If that isn't the problem, check the video drivers, and see if there is a new version or if the one you are using is reported as being unstable, in either case, perform a clean install of the drivers. Next, if you have integrated video as well as a discreet card, make sure that the computer switches when in game to your discreet card correctly instead of staying on integrated. Last try to memtest VRAM and stress test it with FurMark. If all else fails, check the warranty on your GPU (most are 2-3yrs) and RMA the card for repairs or a rebate of some sort.

CPU + GPU

Run both tests together. Remember to lower CPU test priority to avoid bottlenecks in the GPU one.[20]


References

  1. ↑ Could my power supply be causing memory errors? - Ask Leo! - last accessed on May 2023
  2. ↑ 2.0 2.1 The Bad Capacitor FAQ - Badcaps Forums
  3. ↑ Asus P5QPL-AM problem - Badcaps Forums - last accessed on May 2023
  4. ↑ About VRMs & Mosfets / Motherboard Safety with 125W+ TDP processors | Overclock.net (retrieved)
  5. ↑ Testing capacitors in circuit \ VOGONS
  6. ↑ Measuring ESR in circuit - Badcaps Forums - last accessed on May 2023
  7. ↑ Testing VRMs - Badcaps Forums - last accessed on May 2023
  8. ↑ finding short on motherboards with a shorty (with display) - EEVblog Electronics Community Forum
  9. ↑ Badcaps.net Forums - How To Identify - last accessed on May 2023
  10. ↑ Capacitor Lab - Visual Signs of Capacitor Failure - last accessed on May 2023
  11. ↑ List of Bad Cap Manufacturers - Badcaps Forums - last accessed on May 2023
  12. ↑ Bad Fake? Nichichon TMV 4v 680uF Caps - Badcaps Forums - last accessed on May 2023
  13. ↑ Bad Electrolytic capacitor looks OK - EEVblog Electronics Community Forum - last accessed on May 2023
  14. ↑ Gigabyte GA-8IPE1000 - KZG caps bloat in storage - Badcaps Forums - last accessed on May 2023
  15. ↑ How to Recondition (Reform) Electrolytic Capacitors and Why - Badcaps Forums - last accessed on May 2023
  16. ↑ Bad caps and stable system (or vice versa)? - Badcaps Forums - last accessed on May 2023
  17. ↑ linux - How to blacklist a correct bad RAM sector according to MemTest86+ error indication? - Unix & Linux Stack Exchange - last accessed on May 2023
  18. ↑ memory - Running Windows with defective RAM - Super User - last accessed on May 2023
  19. ↑ Stock Intel CPU Cooler came loose? : pcmasterrace - Reddit - last accessed on May 2023
  20. ↑ The right way to stress-test an overclocked PC « Trying To Be Helpful - last accessed on 9 June 2023