Going into a load screen causes my PC to restart

Syrani · September 2016

Hey all,
Recently I started having an issue with going into a load screen, which then causes my PC to restart. It doesn't matter how I get to a load screen either. I could port via wayshrine, get ported out of a dungeon after leaving group, logging out (not quitting out), or reloading UI - all of these actions involved a load screen and caused my PC to shut down and restart. This doesn't happen every time I go into a load screen, but its getting more and more frequent. This has been happening for the last few days.

I don't know anything about computers, so I am hoping you all can help me figure out why this is happening. My PC is not overheating (am using Speccy to check), and my system is only a few months old. I am afraid this is going to damage my PC.

Here are my specs, if it makes any difference:

Asus x99 Pro motherboard
i7 5820k liquid cooled
16 gig Corsair Vengence DDR4
Samsung 500 gig SSD
GTX 980 TI

Also, this happened in both 64 bit and 32 bit.

Thanks in advance,
Rae

Lettigall · September 2016

If it's not overheating, maybe your PSU is too weak?

Syrani · September 2016

The PSU is matched to the requirements of the other components. This was built by the guys at Micro Center (a local computer store here), so I wouldn't think its underpowered, but maybe its going bad? This has only been happening for the last few days. Is there any way to kind of test to see if the PSU is bad?

Thanks for the response.
Rae

Lettigall · September 2016

SpeedFan is good soft for checking voltages. But if it only last few days and you 100% certain that it isn't overheating, your RAM. You can try taking out 1 of the memory sticks and give a test, if it don't mess your guarantee.

Syrani · September 2016

Thanks for the response. I will try taking out some of the ram.

Also, it's really weird, but some of my settings in game were reverted back to original, I had to resign the TOS agreement, and all my add ons were shut off. The crashes are happening frequently now. I tried reloading my add ons, but it kept crashing. I left them off my last play session, and when I left my AA group at the end, the timer counted down to get ported out and it crashed again, and again restarted my PC. This is really getting worrysome.

Chew_Magna · September 2016

There are a veritable buttload of things that could be causing this. It's always best to start with the simple stuff. Temperatures (I use CPUid Hardware Monitor), ram (bad stick, bad slot), and drivers. Since you're water cooled (I assume an aio kit) check the pump. It's not uncommon for them to mess up. After that I'd check the power supply, make sure everything is properly connected (I had a scare a while back where one of my pci-e connectors wasn't fully plugged up after doing some fan swapping). Some more advanced things are motherboard bios and checking the ssd. Also since it's watercooled, is it overclocked? Is the gpu manually or factory overclocked?

Syrani · September 2016

I will check the ram and make sure the power supply is fully plugged in. As far as overheating goes, I am using Speccy and nothing seems to be over heating. I have not overclocked anything.

I will attach my DXDiag and GameConsultant below if that helps.

Syrani · September 2016

Here are the files:

Syrani · September 2016

Here is some other info I had to go look for, in case this helps.

Power Supply:
EVGA Supernova Nex 750G

Water Cooler:
Corsair H100i GTX

If there is any other info I can provide, let me know.

Thanks!

Nestor · September 2016

PCs generally do not reset because of a game operation, they do so because of hardware or driver issues. There is a way to stop the PC from rebooting on hardware issues, so that you can actually see what is going on, rather than guessing. On Windows 7, it is in the Advanced Options you find from the Properties Tab from a Right Click on My Computer.

This could be as simple as corrupted drivers. It can also be that you have something, like Windows Update, installing new video card drivers automatically. New driver packages are not always stable, and if the game is asking you to redetect the video card, I bet it's because you got new drivers from Windows Update, or Steam Update, or perhaps your video cards Control Panel. Check your update history to see if you got new drivers. If so, do a Driver Roll Back in the Hardware Manager under the Video Card.

Syrani · September 2016

Thanks so much for the info. I did install a driver update for my GPU a few days ago, but I am not sure if it was before or after I started having problems. Can someone tell me a stable driver I can get for my card? I don't know what it was before I updated it. I really need to start writing those down, as I have had trouble with new drivers before.

Thanks again,
Rae

Ps. If I were to shut off the auto restart, how will I then be able to tell what's going wrong? Like I said, I know next to nothing about computers.

If I do shut it off and this occurs again, can that damage my system?

EDIT: The "roll back driver" option is greyed out. It won't let me roll it back.

Syrani · September 2016

Ok, little bit of an update. I tried the following drivers:
372.54 - same issue
368.81 - same issue
368.69 - same issue
368.39 - DirectX version too old for ESO

Will be opening the PC up soon to check the ram and the power supply.

Syrani · September 2016

Little bit more info - I played WoW for a couple hours, and had no issues what so ever. I am guessing that WoW is not as taxing as ESO, but maybe this will help narrow down the list of possible issues.

Syrani · September 2016

Ok, I opened the PC up, cleaned it out and checked all the connections to the power supply and everything else in there. Everything is connected properly. I ran Malware Bites, CCleaner, and Avast antivirus - no viruses or malware were found. I also ran them a second time with the launcher open, and still nothing. I will be trying the ram tomorrow, but if the ram isn't the problem, does anyone have any other suggestions? I can't even log into the game now, as it crashed and restarts my PC upon log in. I ran a repair on ESO, but that did nothing.

I am getting pretty desperate. Is it completely out of the question that the game is the cause? WoW runs fine, like I said above, but I realize WoW is not as taxing as ESO.

Any help would be appreciated.
Thanks,
Rae

phairdon · September 2016

Take a look at the link

https://forums.elderscrollsonline.com/en/discussion/comment/928118#Comment_928118

Syrani · September 2016

Thanks for that link, that is very helpful!

Syrani · September 2016

Ok, I am still having issues. I took my PC in to Micro Center for a full diagnostic, and everything came back as working properly. They suggested I uninstall and reinstall the game, which I did. I also uninstalled and reinstalled the GPU driver. I logged back into the game and ported around to several wayshrines, and reloaded the UI a couple times without issues, but then I ported in to AA, and bam, PC restarts.

I don't know what else to do. Can anyone offer any suggestions?

Thanks,
Rae

Dread_Viking · September 2016

Syrani wrote: »

Ok, I am still having issues. I took my PC in to Micro Center for a full diagnostic, and everything came back as working properly. They suggested I uninstall and reinstall the game, which I did. I also uninstalled and reinstalled the GPU driver. I logged back into the game and ported around to several wayshrines, and reloaded the UI a couple times without issues, but then I ported in to AA, and bam, PC restarts.

I don't know what else to do. Can anyone offer any suggestions?

Thanks,
Rae

get a new pc

Syrani · September 2016

Thanks, that's really helpful - especially since it's 4 months old, and I have already said they found nothing wrong with it.

cromdubh68 · September 2016

Had a similar issue with Guild Wars 2 for quite some time. Turned out to be the 32bit client. It was fixed when they released a 64bit beta client. Make sure you have the 64bit ESO client. Not sure it's your problem or not, but it is exactly the same issue that I and many others had with gw2.
Try running the game using the eso64.exe in \Program Files (x86)\Zenimax\ESO\The Elder Scrolls Online EU\game\client. Worth a try.

Edit: I forgot, you can also check the 64bit box in launcher settings. If it is ticked already, then youre running 64bit.

altemriel · September 2016

did you try to reinstal the graphic drivers?

or maybe the hard drive where you have ESO installed gets full?

Syrani · September 2016

Thanks for the responses guys.

I am running in 64 bit, and have uninstalled and reinstalled the GPU driver twice. My SSD is only half full. The professional diagnostic I had done showed that all the hardware is working properly. I uninstalled and reinstalled ESO. I ran multiple virus and malware scans, and they all came back clean. I do not have this issue while playing WoW, only ESO.

ZOS_DaryaK · September 2016

Did you add ESO and Bethesda.net as exceptions on your anti-virus? Also check the quarantine chest in your AV to make sure no game or other essential files got trapped there. It's been a while, but some players reported in the past that Avast! quarantined some of the Nvdia driver files.

Syrani · September 2016

Thanks for the suggestions. I will try to figure out how to do that.

RinaldoGandolphi · September 2016

I notice your using water cooling.

Have you checked the VRM sections of your motherboard while the system is running ...say ESO?

Your VRM is the heat sink directly above the CPU Socket, and below the socket. (See picture in link below)

http://www.newegg.com/Product/Product.aspx?Item=N82E16813132517

Take the side of your PC case off, Run ESO and touch those heatsinks and see if they get really hot...if they do thats your issue. the Motherboard has VRM Thermal Current Protection that will shut off the system if the VRM phases get hot enough to reach a danger threshold.

If you don't want to touch them, then take the side panel off and sit a desk fan blowing inside the case towards those VRM and see if you get anymore random shutdowns. If the random shutdowns stop, then thats the issue.

Many water cooling systems lack fans and many forget about the VRM phases needed proper airflow. The good news is you cna get a cheap fan for 3 bucks or so from newgg to instlal in your case to blow air around those VRM to keep them cooler. If that ends up being the problem, it will be very cheap to correct.

Syrani · September 2016

I can check that and see if it's heating up, but if it was overheating, I would guess they would have found that during the stress test they did. Also, I have 3 small fans and one big fan in my case, as well as the water cooler. Here is my case:

http://www.corsair.com/en-us/carbide-series-500r-mid-tower-case

Since I reinstalled the game and GPU driver, the system has only restarted once. It was shutting down much more frequently before that. I have kind of been waiting to see if it does it again before I do anything else. (I know nothing about computers, so the less I have to do, the fewer chances of me messing something up.)

Thanks so much for the suggestion, and if it does it again, I will certainly check that!

Rae