Windows 7 Brand new computer - no games will run

[EgonTowst]

Hey everyone. I hate doing this when I know there are already other similar discussions, but I haven't found any solution to my problem and since it sounds like most others who have experienced this problem have done so after upgrading to Windows 7 from a previous OS, which is no the case with me, I thought I should ask.

So I've got a brand new Dell studio laptop. It is not even 24 hours out of the package, so I haven't played around with overclocking my CPU or anything like that. I've done nothing to the computer at all but install firefox, a few games, and update my video and sound drivers. It came with Windows 7 Home Premium 64-Bit installed on it, and I'm having some strange problems with it.

First, all games I try running end up crashing. A few of my older games, such as Homeworld, don't even make it past the intro movies. I'm not sure if this has something to do with compatibility issues (the game was released in 99) ... please be patient with me, I'm not particularly computer savvy. The one game I've tried that I was actually able to play any was The Elder Scrolls IV: Oblivion, but it too crashed about 5 or 10 minutes in, at the moment I tried slashing someone open . It will work fine if I just let it sit there. But once I pull out a weapon or try interacting with a character, it freezes for about 10 seconds, then the screen goes black and soon I'm sent to Desktop with an error message saying the program had to close.

Like I said I've updated my video and sound drivers. I tried running the games before and after doing so, but no change. DirectX 11 came on the machine so I assumed I didn't need to mess with that.

Any thoughts or suggestions? Below are my specs. I can't imagine that it would be a CPU or memory issue if the PC is at stock settings, but again, I'm not very computer savvy so I'm not even sure how to check that stuff. So any help would be much appreciated.

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System Information
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Time of this report: 3/27/2010, 12:07:21
       Machine name: SCOTT-PC
   Operating System: Windows 7 Home Premium 64-bit (6.1, Build 7600) (7600.win7_rtm.090713-1255)
           Language: English (Regional Setting: English)
System Manufacturer: Dell Inc.
       System Model: Studio 1558
               BIOS: Ver 1.00 BIOS A04 PARTTBL
          Processor: Intel(R) Core(TM) i5 CPU       M 520  @ 2.40GHz (4 CPUs), ~2.4GHz
             Memory: 4096MB RAM
Available OS Memory: 3956MB RAM
          Page File: 1679MB used, 6231MB available
        Windows Dir: C:\Windows
    DirectX Version: DirectX 11
DX Setup Parameters: Not found
   User DPI Setting: Using System DPI
 System DPI Setting: 96 DPI (100 percent)
    DWM DPI Scaling: Disabled
     DxDiag Version: 6.01.7600.16385 32bit Unicode
          Card name: ATI Mobility Radeon HD 4500/5100 Series

I don't know how to check CPU temp and all that, so if more info is necessary I could use some pointers there.

 

[Agent Data]

you are right - I was just pointing out this is not a gamer's card and performance is limited.
If you want the real thing it starts from HD4850 or better with at least 1 GB vram

 

[kemical]

Here is a review of the 4500 series chip. Unfortunately the reviewer couldn't test it under laptop conditions and used an 'add-in' card in a relatively powerful system. Reading between the lines I'd agree with Agent Data's assessment that this is not a gaming card although when run under the system they used it did at times run reasonably well.

ATI Mobility Radeon HD 4000 Series Preview - HotHardware

 

[EgonTowst]

Thank you all for your help so far. I hate to keep this thread rolling, but I think I need to. I don't know what point is beyond "sick and tired" but I'm at it. I updated my video drivers once again just today, and the problem has since become much worse. Not only are games virtually unplayable on my machine at this point, but the problem has now extended to other applications as well. Running Google Earth crashes my machine to a BSOD; Skype crashes after a while; I'm having some trouble with running much of my Adobe software as well, which was the main reason I bought this computer. Dell still wants to charge me a ridiculous support fee before they'll offer any help, which I refuse to pay because I've still yet to fully receive what I purchased from them in the first place. Is everyone out of suggestions, or might there be something else I can try?

I've got a dmp file on one of the Blue Screens that I'll post when I can figure out how to open it in Windows 7.

To complicate things, Dell is also claiming now that my Service Tag is invalid, and that they can't offer me any support at all being of this. Of course, we can just forget the fact that I'm looking at the Service Tag on the bottom of the machine and have successfully used it many times already.

I'm beginning to think there is some kind of conspiracy here

 

[Agent Data]

do a 7 repair install and see how it goes

 

[kemical]

I'm starting to wonder if it's your HDD that's at fault as you've more or less checked everything else.. Anyway... What driver set did you update to? The latest Cats are at 10.6, is this the version your using?

Oh if you can post the dumpfile I can read it for you and see what it's saying..

 

[EgonTowst]

Yes, 10.6 is what I've updated to. And here's the dump file:

VIDEO_TDR_FAILURE (116)
Attempt to reset the display driver and recover from timeout failed.
Arguments:
Arg1: fffffa800409a4e0, Optional pointer to internal TDR recovery context (TDR_RECOVERY_CONTEXT).
Arg2: fffff88003f3ab70, The pointer into responsible device driver module (e.g. owner tag).
Arg3: ffffffffc0000001, Optional error code (NTSTATUS) of the last failed operation.
Arg4: 0000000000000003, Optional internal context dependent data.

Debugging Details:
------------------


FAULTING_IP:
atikmpag+6b70
fffff880`03f3ab70 4883ec28 sub rsp,28h

DEFAULT_BUCKET_ID: GRAPHICS_DRIVER_TDR_FAULT

CUSTOMER_CRASH_COUNT: 1

BUGCHECK_STR: 0x116

PROCESS_NAME: System

CURRENT_IRQL: 0

STACK_TEXT:
fffff880`01fc3988 fffff880`04086ef8 : 00000000`00000116 fffffa80`0409a4e0 fffff880`03f3ab70 ffffffff`c0000001 : nt!KeBugCheckEx
fffff880`01fc3990 fffff880`0405a569 : fffff880`03f3ab70 fffffa80`06404000 00000000`00000000 fffffa80`063ea410 : dxgkrnl!TdrBugcheckOnTimeout+0xec
fffff880`01fc39d0 fffff880`04086ca5 : fffffa80`0409a4e0 fffffa80`0409a4e0 fffffa80`0409a4e0 fffffa80`063ea410 : dxgkrnl!DXGADAPTER:repareToReset+0x109
fffff880`01fc3a10 fffff880`0412df07 : fffffa80`0409a4e0 00000000`00000000 fffffa80`03f1a8c0 fffffa80`063ea410 : dxgkrnl!TdrIsRecoveryRequired+0x245
fffff880`01fc3a40 fffff880`04157b75 : 00000000`ffffffff 00000000`0000ba08 00000000`00000000 00000000`00000002 : dxgmms1!VidSchiReportHwHang+0x40b
fffff880`01fc3b20 fffff880`041562bb : 00000000`00000102 00000000`00000000 00000000`0000ba08 00000000`00000000 : dxgmms1!VidSchiCheckHwProgress+0x71
fffff880`01fc3b50 fffff880`041292c6 : ffffffff`ff676980 fffffa80`063ea410 00000000`00000000 00000000`00000000 : dxgmms1!VidSchiWaitForSchedulerEvents+0x1fb
fffff880`01fc3bf0 fffff880`04155e7a : 00000000`00000000 fffffa80`03f1a8c0 00000000`00000080 fffffa80`063ea410 : dxgmms1!VidSchiScheduleCommandToRun+0x1da
fffff880`01fc3d00 fffff800`02d71166 : 00000000`fffffc32 fffffa80`063b1a10 fffffa80`03b7c9e0 fffffa80`063b1a10 : dxgmms1!VidSchiWorkerThread+0xba
fffff880`01fc3d40 fffff800`02aac486 : fffff880`009e9180 fffffa80`063b1a10 fffff880`009f3fc0 4836336d`6f6d6235 : nt!PspSystemThreadStartup+0x5a
fffff880`01fc3d80 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KxStartSystemThread+0x16


STACK_COMMAND: .bugcheck ; kb

FOLLOWUP_IP:
atikmpag+6b70
fffff880`03f3ab70 4883ec28 sub rsp,28h

SYMBOL_NAME: atikmpag+6b70

FOLLOWUP_NAME: MachineOwner

MODULE_NAME: atikmpag

IMAGE_NAME: atikmpag.sys

DEBUG_FLR_IMAGE_TIMESTAMP: 4bfe9d00

FAILURE_BUCKET_ID: X64_0x116_IMAGE_atikmpag.sys

BUCKET_ID: X64_0x116_IMAGE_atikmpag.sys

Followup: MachineOwner
---------

 

[ickymay]

I'm sorry if I have missed it in this long thread but what are the CPU throttling settings and your profile in power options when you try to play games ?

 

[EgonTowst]

I'm sorry if I have missed it in this long thread but what are the CPU throttling settings and your profile in power options when you try to play games ?

I'm not sure I know what all that is, or how to check it.

 

[kemical]

I'm sorry if I have missed it in this long thread but what are the CPU throttling settings and your profile in power options when you try to play games ?

Brilliant idea!

Egon check this screenshot..

Link Removed due to 404 Error


I also meant to ask.. Can you post the dumpfile for download?

 

[EgonTowst]

Minimum Processor State
On Battery: 5%
Plugged in: 5%
System Cooling Policy
On Battery: Passive
Plugged in: Active
Maximum Processor State
On Battery: 100%
Plugged in: 100%

I never try to run games or any graphics-intense software when I'm running on battery power.

As for uploading the dmp file it doesn't seem to be allowing me to do so . Says it's not a valid file format for attaching.

 

[kemical]

Try zipping it up first..

 

[TorrentG]

0x116 errors are difficult to diagnose but not impossible to fix.

The cause is absolutely NEVER the video driver in use, although it is a TDR timeout error for video. This means the video driver simply can not recover for any number of possible reasons.

The dump will prove very helpful since we can help you update all drivers that need it.

Otherwise, heat can be an issue, Set the fan speed to max using a utility to do so while playing games, as a test. Slight underclock is good for a test too.

I'd make sure my system motherboard bios is updated to the newest also.

If there is any 3rd party antivirus, I strongly suggest for troubleshooting purposes to uninstall it and then install MSE as a replacement. MSE does not crash systems, ever!
Here is an uninstaller needed to be used:

AV Uninstallers - Windows 7 Forums

Let's see the dump.

 

[Mike]

After reading the entire thread for the first time, its my conclusion that this may indeed be a power consumption, or more likely, an overheating issue with the graphics card. Run Catalyst Control Center (CCC) and immediately check the GPU temperature after running Oblivion in high resolution.

I am willing to bet either the card, the board itself, the CPU, or the memory is overheating in this instance. It is possible the laptop is hardware defective.

Dell solicited you to "talk to someone" for over $100? I would sooner suggest you bring it to a repair shop and get an estimate before you go down that road. You also claim this system is brand new? Even from Dell Outlet, which sells refurbs, their systems usually include a one year warranty with parts and labor. If they are disputing you have a valid purchase, your receipt and sales order number will prove them wrong, and I would consider demanding to speaking to a supervisor (for free).

It sounds like the card is overheating and the fan itself may in fact be dead, or the GPU is generating too much heat due to a prior meltdown or defect of some kind. Clearly the GPU is the issue. Your computer is not crashing when you are running normal applications - nor are programs shutting down unexpectedly. It is only when you start invoking intense graphics processing and rendering that the system is showing specific graphic driver failures.

You have ruled out the operating system and any software.

Whether by overheat or strictly a hardware defect, it is almost certainly a hardware problem and an issue directly related to the graphics card, physically, and not software wise.

Dell should replace the unit free of charge.

 

[TorrentG]

Not necessarily a GPU issue. Other drivers on the system cause 0x116 in lots of cases, more then 50%.

I admit I did not read everything though. The dump I think is going to be the best way to solve this at this point. If not, then money can be thrown at it.

 

[EgonTowst]

Thanks again for the replies. I've zipped up the dmp file and attached it. As for the other suggestions I'll give them a try in the meantime.

 

[TorrentG]

First, I would install the latest DirectX from here:

Link Removed

Have a look at the crash dump stack and you'll understand why (read from bottom to top):

fffff880`01fc3988 fffff880`04086ef8 : 00000000`00000116 fffffa80`0409a4e0 fffff880`03f3ab70 ffffffff`c0000001 : nt!KeBugCheckEx
fffff880`01fc3990 fffff880`0405a569 : fffff880`03f3ab70 fffffa80`06404000 00000000`00000000 fffffa80`063ea410 : dxgkrnl!TdrBugcheckOnTimeout+0xec
fffff880`01fc39d0 fffff880`04086ca5 : fffffa80`0409a4e0 fffffa80`0409a4e0 fffffa80`0409a4e0 fffffa80`063ea410 : dxgkrnl!DXGADAPTER::PrepareToReset+0x109
fffff880`01fc3a10 fffff880`0412df07 : fffffa80`0409a4e0 00000000`00000000 fffffa80`03f1a8c0 fffffa80`063ea410 : dxgkrnl!TdrIsRecoveryRequired+0x245
fffff880`01fc3a40 fffff880`04157b75 : 00000000`ffffffff 00000000`0000ba08 00000000`00000000 00000000`00000002 : dxgmms1!VidSchiReportHwHang+0x40b
fffff880`01fc3b20 fffff880`041562bb : 00000000`00000102 00000000`00000000 00000000`0000ba08 00000000`00000000 : dxgmms1!VidSchiCheckHwProgress+0x71
fffff880`01fc3b50 fffff880`041292c6 : ffffffff`ff676980 fffffa80`063ea410 00000000`00000000 00000000`00000000 : dxgmms1!VidSchiWaitForSchedulerEvents+0x1fb
fffff880`01fc3bf0 fffff880`04155e7a : 00000000`00000000 fffffa80`03f1a8c0 00000000`00000080 fffffa80`063ea410 : dxgmms1!VidSchiScheduleCommandToRun+0x1da
fffff880`01fc3d00 fffff800`02d71166 : 00000000`fffffc32 fffffa80`063b1a10 fffffa80`03b7c9e0 fffffa80`063b1a10 : dxgmms1!VidSchiWorkerThread+0xba
fffff880`01fc3d40 fffff800`02aac486 : fffff880`009e9180 fffffa80`063b1a10 fffff880`009f3fc0 4836336d`6f6d6235 : nt!PspSystemThreadStartup+0x5a
fffff880`01fc3d80 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : nt!KxStartSystemThread+0x16

---------

You have the very much notorious sptd.sys on your system. It is an absolute must that you uninstall Daemon Tools in the normal way and then use the installer/uninstaller to remove sptd.sys from the system, found at the following link. This very well might be the cause:

Link Removed


--------


Please update the very great software PowerISO to its latest version. This driver in use is old and we need to get this updated to latest 2010:

SCDEmu   SCDEmu.SYS   Mon Apr 09 23:37:52 2007

------


I see another potential problem or two. I won't bother mentioning them yet because I think the above contains your issues. Good luck and let us know how it goes. Post a new crash dump if needed after doing these things.

 

[EgonTowst]

Well I updated DirectX, uninstalled Daemon Tools and sptd.sys, updated to latest version of PowerISO, but no change. In fact game crashed I think quicker this time than it ever has.

Don't see a dump file this time either. I didn't get BSOD; the screen just went black and froze, which is what it normally does.

As far as the GPU temperature is concerned, is there another way to check it, other than in the CCC? My CCC doesn't appear to have that option.

 

[kemical]

Egon thanks for posting the dumpfile. Can you remember which graphics driver you were using when the system was running ok? If so, try going back to that driver.. If that fails then try the driver before that and keep trying for at least a few versions. Can you also remember if you altered any settings or installed anything new before it started crashing on games?

Checkout the screenshot for temp detail:

Link Removed due to 404 Error




Oh and I just wondered about your method of driver (graphic) installation ect as catalysts can be a pain at times.. In other words, do you un-install the old one first, use a driver sweeper or just install over the top?

 

[TorrentG]

I didn't get BSOD.

That's a good sign. We're making progress then. I would update the mainboard bios to latest available. CPU-Z can tell you which it is.

 

[EgonTowst]

Egon thanks for posting the dumpfile. Can you remember which graphics driver you were using when the system was running ok? If so, try going back to that driver.. If that fails then try the driver before that and keep trying for at least a few versions. Can you also remember if you altered any settings or installed anything new before it started crashing on games?

It never did work properly. I created this thread just a few days after the computer was shipped to me. I don't remember if I had already updated my drivers before trying out a game or not, but I did later roll back multiple times to the drivers that came on the machine, with no change. What I was trying to do at one point was install the 8.12 driver, because through a bit of research on other forums I found several cases similar to my own (with the same video card on Win7 machines) that seemed to have been solved by resorting back to that older driver. I was never able to get it to fully install on this computer, however, because upon reboot the machine automatically installs the driver that came on it when I would install an older one.

Oh and I just wondered about your method of driver (graphic) installation ect as catalysts can be a pain at times.. In other words, do you un-install the old one first, use a driver sweeper or just install over the top?

I usually uninstall the old one first and then install the new one.

As for the GPU temperature, there is no ATI OverDrive tab in my CCC (See first attached image)

Also if it's of any help, I've always had graphics glitches as well, with any and all drivers I've used. In a game there will be small neon green and sometimes purple spots on textures, 3D models will sometimes be disfigured, and sometimes there will be flashing lines and shapes (see the black shape in the left part of the second attached image for example). I'm not terribly annoyed by it, but I didn't know if that might provide any additional hints pointing to the source of the problem.

And TorrentG I'm pretty sure I've got the latest BIOS driver; I updated it not long ago. I'll double check it though.