PC Restart Issues, Now Not Even Loading

[mike150185]

Good afternoon

I ordered a PC from here in early 2021 and I have had no issues until the last 2-3 months when it just randomly restarted.

When it first happened, it was very intermittent and usually when idle, so I had something running in the background which seemed to work most of the time. Not sure if relevant but I have dual monitors, and maybe 80-90% of the time after restarting, one of the monitors will not display anything until I have shut down and turned back on.

Fast forward to this week - I was using it most of the day on Thursday; it had its usual restart when I first turned it on and I used it for 5-6 hours before it got significantly worse. I wouldn't get more than 3 minutes use before it restarted again and now I am lucky if I even make it to the Windows login screen. Majority of the time, it will show the PCS loading screen with the dots going round in a circle at which point it will crash.

I have looked online for the possible causes and there are lot. I managed to carry out a memory test and that wasn't the problem. I am just looking for some direction on how to diagnose the issue.

The spec is as follows:

Case
COOLERMASTER MASTERBOX TD500 MESH RGB GAMING CASE
Processor (CPU)
AMD Ryzen 7 5800X Eight Core CPU (3.8GHz-4.7GHz/36MB CACHE/AM4)
Motherboard
ASUS® ROG STRIX X570-F GAMING (USB 3.2 Gen 2, PCIe 4.0) - ARGB Ready!
Memory (RAM)
16GB Corsair VENGEANCE DDR4 3200MHz (2 x 8GB)
Graphics Card
8GB NVIDIA GEFORCE RTX 3070 - HDMI, DP
1st M.2 SSD Drive
500GB SAMSUNG 980 PRO M.2, PCIe NVMe (up to 6900MB/R, 5000MB/W)

Partitions: 512GB
2nd M.2 SSD Drive
1TB PCS PCIe M.2 SSD (2200 MB/R, 1500 MB/W)

Partitions: 1000GB
1st Storage Drive
2TB SEAGATE BARRACUDA SATA-III 3.5" HDD, 6GB/s, 7200RPM, 256MB CACHE

Partitions: 2000GB
DVD/BLU-RAY Drive
NOT REQUIRED
Memory Card Reader
USB 3.0 EXTERNAL SD/MICRO SD CARD READER
Power Supply
CORSAIR 650W TXm SERIES™ SEMI-MODULAR 80 PLUS® GOLD, ULTRA QUIET
Power Cable
1 x 1 Metre UK Power Cable (Kettle Lead)
Processor Cooling
CORSAIR H100i RGB PLATINUM Hydro Series High Performance CPU Cooler
Thermal Paste
STANDARD THERMAL PASTE FOR SUFFICIENT COOLING
LED Lighting
50cm UV LED Strip
Extra Case Fans
1x 120mm Thermaltake TOUGHFAN 12 Case Fan
Sound Card
ONBOARD 6 CHANNEL (5.1) HIGH DEF AUDIO (AS STANDARD)
Network Card
10/100/1000 GIGABIT LAN PORT (Wi-Fi NOT INCLUDED)
Wireless Network Card
WIRELESS INTEL® Wi-Fi 6 AX200 2,400Mbps/5GHz, 300Mbps/2.4GHz PCI-E CARD + BT 5.0
USB/Thunderbolt Options
MIN. 2 x USB 3.0 & 2 x USB 2.0 PORTS @ BACK PANEL + MIN. 2 FRONT PORTS
Operating System
Windows 10 Home 64 Bit - inc. Single Licence [KUK-00001]
Operating System Language
United Kingdom - English Language
Windows Recovery Media
Windows 10 Multi-Language Recovery Image - Unlimited Downloads from Online Account

 

[Martinr36]

I'd remove your windows key, your problem could possibly be your Samsung 980, they have a habit of dying, however they are covered by Samsung warranty for 5 years (this is from experience)

 

[mike150185]

Sorry to bump but I've taken this to my company's IT support provider and they said it is an issue with the graphics card. They tested the SSD and it was fine; they then thought it was an issue with the CPU cooler as it was overheating but they replaced that and while it made a significant improvement, still had the issue. I think I know the answer but is there any chance the warranty period on the graphics card is greater than 3 years?

Otherwise, can anyone recommend a lesser graphics card that would be compatible? I don't necessarily need the same one as I am looking to upgrade soon but was wanting to give this one to my daughter.

 

[TonyCarter]

hi, i have a INTEL B75 gaming computer, what graphics card can i upgrade to, i have a GT710 at the moment.

This is a support forum for PC Specialist customers, and this is a thread started by a PC Specialist customer.

If you believe your post is regarding a PC Specialist PC, then please start your own thread and detail your configuration from you PCS account page.

If it's not a PC Specialist computer, can I suggest trying an open forum such as Tom's Hardware or Reddit.

 

[SpyderTracks]

Sorry to bump but I've taken this to my company's IT support provider and they said it is an issue with the graphics card. They tested the SSD and it was fine; they then thought it was an issue with the CPU cooler as it was overheating but they replaced that and while it made a significant improvement, still had the issue. I think I know the answer but is there any chance the warranty period on the graphics card is greater than 3 years?

Otherwise, can anyone recommend a lesser graphics card that would be compatible? I don't necessarily need the same one as I am looking to upgrade soon but was wanting to give this one to my daughter.

It depends what make and model GPU it is.

First thing to try is to boot windows in safe mode, that will just load basic drivers and tell you if it's a software issue or hardware

How to Boot Safe Mode in Windows 11

Using the Start Menu1. By clicking the "windows icon" in the taskbar, you can access the Start menu.2. In the lower-right corner, click..

techcommunity.microsoft.com

If that will boot, that will tell us more.

 

[ubuysa]

Taking it to your company's IT support provider and allowing them to mess with it may well have voided your warranty with PCS...

7.10 Should you take any goods purchased from us to a 3rd party and have them attempt to diagnose or repair a fault on the computer, you may VOID all warranties on the order and we will not cover the costs of any onsite or call out charges as we do not provide or charge you for onsite warranties. If you have any problems with your order you must contact us for advice and if necessary obtain an RMA number and return the item to us through the specified returns procedure.

I agree with @SpyderTracks that trying to boot Windows in Safe Mode is a good idea. Safe Mode loads a stripped-down version of WIndows with onl;y critical services and drivers loaded. Typically no third-party drivers are loaded (unless you start in Safe Mode with networking, in which case third-party network adapter drivers will be loaded).

It would also help if you download the SysnativeBSODCollectionApp and save it to the Desktop. Then run it and upload the resulting zip file to a cloud service with a link to it here. The SysnativeBSODCollectionApp collects all the relevant troubleshooting data. It DOES NOT collect any personally identifying data. It's used by several highly respected Windows help forums (including this one). I'm a senior BSOD analyst on the Sysnative forum where this tool came from, so I know it to be safe.

You can of course look at what's in the zip file before you upload it, most of the files are txt files. Please don't change or delete anything though. If you want a description of what each file contains you'll find that here.