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Difference between revisions of "Troubleshooting guide/Hardware problems"

From PCGamingWiki, the wiki about fixing PC games
m (Robot: Cosmetic changes)
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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==
+
== Technique ==
 
How to obtain a list of hardware information:
 
How to obtain a list of hardware information:
===Windows===
+
=== Windows ===
 
Through <code>Command Prompt</code>
 
Through <code>Command Prompt</code>
  
[[Windows_(Operating_System)|Windows]] 32 bit:
+
[[Windows (Operating System)|Windows]] 32 bit:
 
<pre>C:\Windows\System32\dxdiag.exe /t %USERPROFILE%\Desktop\dxdump.txt</pre>
 
<pre>C:\Windows\System32\dxdiag.exe /t %USERPROFILE%\Desktop\dxdump.txt</pre>
 
Windows 64 bit:
 
Windows 64 bit:
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You could alternatively press the Windows key located to the left of the Alt key, + R, and type dxdiag, then Ok.
 
You could alternatively press the Windows key located to the left of the Alt key, + R, and type dxdiag, then Ok.
  
===GNU/Linux===
+
=== GNU/Linux ===
 
Through the <code>Terminal</code>
 
Through the <code>Terminal</code>
 
<pre>$ lspci
 
<pre>$ lspci
Line 19: Line 19:
 
See also [[GNU/Linux]].
 
See also [[GNU/Linux]].
  
==General Troubleshooting==
+
== General Troubleshooting ==
 
To successfully troubleshoot a problem, it helps to obey the following rules:
 
To successfully troubleshoot a problem, it helps to obey the following rules:
  
Line 28: Line 28:
  
 
# Think about the problem to determine whether it results from unintentional side effects. If so, stop.
 
# Think about the problem to determine whether it results from unintentional side effects. If so, stop.
# Reboot the computer and determine if the problem is repeatable. If the problem does not occur again, stop.
+
# Reboot the computer and determine if the problem is repeatable. If the problem does not occur again, stop.
# 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.
+
# 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.
+
# 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.
 
# Examine records of the problem and classify the problem as deterministic or nondeterministic.
 
# Verify the computer operation assumptions are true.
 
# Verify the computer operation assumptions are true.
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* The computer's user is not actively trying to deceive the hardware or software.
 
* The computer's user is not actively trying to deceive the hardware or software.
  
==Stability Testing==
+
== 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.
 
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===
+
=== 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 another one of different make will fix the problem if the PSU is bad. Otherwise, the problem is likely elsewhere.
 
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 another one of different make will fix the problem if the PSU is bad. Otherwise, the problem is likely elsewhere.
  
===Memory===
+
=== Memory ===
 
Memory stability testing is performed using the [http://www.memtest.org/ memtest86+ utility].
 
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.
 
Windows 7 has a built in memory tester also, which can be found by running mdsched.exe.
  
===Disks===
+
=== Disks ===
Disk stability testing is performed using [http://smartmontools.sourceforge.net smartmontools]. Using the -x argument to the utility, verify the following:
+
Disk 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 disk is not overheating. (SSDs may not have a temperature sensor, measure their temperature some other way.)
Line 72: Line 72:
 
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 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.
  
===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/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.
  
===GPU===
+
=== GPU ===
 
With the release of the 300 series drivers from NVIDIA, there have been reports of graphic cards (notably the 400 series) running extremely slowly. If you have recently started experiencing noticeable slowdown in games, it is possible that the clock speed of your video card has become locked at the default for 2D applications (202 MHz?). To check if this is the case, you can use utilities like GPU-Z, MSI Afterburner of Furmark to monitor your core clock speed. If the core clock speed never throttles up or stays low (below, for example, 500 MHz), you should consider uninstalling your NVIDIA drivers and downgrading (perform a clean install and reboot the machine between (de)installations) to an older version of the driver, preferably 296.10.
 
With the release of the 300 series drivers from NVIDIA, there have been reports of graphic cards (notably the 400 series) running extremely slowly. If you have recently started experiencing noticeable slowdown in games, it is possible that the clock speed of your video card has become locked at the default for 2D applications (202 MHz?). To check if this is the case, you can use utilities like GPU-Z, MSI Afterburner of Furmark to monitor your core clock speed. If the core clock speed never throttles up or stays low (below, for example, 500 MHz), you should consider uninstalling your NVIDIA drivers and downgrading (perform a clean install and reboot the machine between (de)installations) to an older version of the driver, preferably 296.10.
  
==How to ask questions the smart way==
+
== How to ask questions the smart way ==
  
 
[http://catb.org/esr/faqs/smart-questions.html How to ask questions the smart way]
 
[http://catb.org/esr/faqs/smart-questions.html How to ask questions the smart way]
  
==Recommended software==
+
== Recommended software ==
*'''Freeware'''
+
* '''Freeware'''
**[http://www.ultimatebootcd.com/ Ultimate Boot CD (UBCD)]
+
** [http://www.ultimatebootcd.com/ Ultimate Boot CD (UBCD)]
**[http://www.hirensbootcd.org/ Hiren's Boot CD ]
+
** [http://www.hirensbootcd.org/ Hiren's Boot CD ]
**[http://www.piriform.com/speccy/ Piriform's Speccy ]
+
** [http://www.piriform.com/speccy/ Piriform's Speccy ]
  
 
[[Category:Hardware]]
 
[[Category:Hardware]]
 
[[Category:Guide]]
 
[[Category:Guide]]

Revision as of 18:44, 12 September 2012

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

How to obtain a list of hardware information:

Windows

Through Command Prompt

Windows 32 bit:

C:\Windows\System32\dxdiag.exe /t %USERPROFILE%\Desktop\dxdump.txt

Windows 64 bit:

C:\Windows\System32\dxdiag.exe /64bit /t %USERPROFILE%\Desktop\dxdump.txt

You could alternatively press the Windows key located to the left of the Alt key, + R, and type dxdiag, then Ok.

GNU/Linux

Through the Terminal

$ lspci
$ lsusb

See also GNU/Linux.

General Troubleshooting

To successfully troubleshoot a problem, it helps to obey the following rules:

  1. Never change more than one thing at a time.
  2. Write down everything.

The general troubleshooting procedure is:

  1. Think about the problem to determine whether it results from unintentional side effects. If so, stop.
  2. Reboot the computer and determine if the problem is repeatable. If the problem does not occur again, stop.
  3. 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.
  4. Search the Internet to determine if a solution from a reliable source is available. If so, try it and stop if it works.
  5. Examine records of the problem and classify the problem as deterministic or nondeterministic.
  6. Verify the computer operation assumptions are true.
  7. Perform stability tests on the computer.
  8. 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.

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.

  • The computer is not overheating. Fans are clean and have enough space in front and behind them to cool the electronics.
  • The computer's real-time clock is set correctly.
  • 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

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 another one of different make will fix the problem if the PSU is bad. Otherwise, the problem is likely elsewhere.

Memory

Memory stability testing is performed using the memtest86+ utility.

Windows 7 has a built in memory tester also, which can be found by running mdsched.exe.

Disks

Disk stability testing is performed using 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 disk is not reporting read or write faults in its error log.
  • The disk 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 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.

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.

GPU

With the release of the 300 series drivers from NVIDIA, there have been reports of graphic cards (notably the 400 series) running extremely slowly. If you have recently started experiencing noticeable slowdown in games, it is possible that the clock speed of your video card has become locked at the default for 2D applications (202 MHz?). To check if this is the case, you can use utilities like GPU-Z, MSI Afterburner of Furmark to monitor your core clock speed. If the core clock speed never throttles up or stays low (below, for example, 500 MHz), you should consider uninstalling your NVIDIA drivers and downgrading (perform a clean install and reboot the machine between (de)installations) to an older version of the driver, preferably 296.10.

How to ask questions the smart way

How to ask questions the smart way

Recommended software