G9-591 GPU crashes, not willing to reboot

Meatball
Meatball Member Posts: 11 New User
in 2016 Archives

Hey!

 

I have a brand new Predator G9-591 laptop. After i first unboxed it and turned it on, the vents started spinning and the battery indicator light turned on. Screen all black. No way to get it to boot properly or get anything at the screen. The only way out of this mode is to wait for the battery to drain out. This have already happened to me a few times.

 

When it boots up properly, It works like a charm. Until the graphics card freezes, gives me artifacts on the screen and the computer crashes completely. I can hold down the power button and it tries to reeboot. Bringing either a bluescreen, or in the worst case, I have to wait for the battery to go empty again.

 

Does anyone have this issue? Could it possibly be a software problem? It seems very likely to me that there is a hardware failure with the GPU. I have my doubts that the preinstalled drivers could cause this?

 

And a small annoyance is that the laptop is very noisy even when its idle. Not a dealbreaker for me but it seems kinda unneccecary to have the fans go 3800RMP when the temp is at 35 celcius. Maybe this could be related to the other issuse?

 

I have the version with 16gb ram and gtx980

Answers

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer

    http://www.acer.com/ac/en/US/content/support-product/6370;-;Predator%20G9-591

     

    update the VGA drivers.

     

    if you still have this issue after the drivers update, i would contact Acer support service or your seller.

    I'm not an Acer employee.
  • beststevie
    beststevie ACE Posts: 506 Pioneer

    Hello,

     

    do you have an error message in the windows system logs?

     

    For me it sounds like an hardware issue. The noise of the fans and the symptoms could

    be a result of inaccurate cooling or so.

  • Meatball
    Meatball Member Posts: 11 New User

    I downloaded the vga drivers from your link, and it seems to have solved my initial problems. The computer is always rebooting now, so the worst problems seems to be gone. The GPU still crashes sometimes but not as frequently.

     

    I really want to start beliving its a software thing, but the computer isnt 100% healthy yet. Im thinking it could be all the brand new hardware and new software not beeing completely optimized. Have anyone else had any problems with their Predator laptop freezing and creating artifacts on the screen? Sometimes i get bluescreens with different error codes like:

     

    VIDEO_SCHEDULER_INTERNAL_ERROR

    &

    SYSTEM_THREAD_EXCEPTION_NOT_HANDLED (dxgmms2.sys)

    &

    DCP_WATCHDOG_VIOLATION

     

    If im lucky, ill get away with this error message without a bluescreen:

    "Display driver stopped responding and has recovered"

     

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer

    download this tool, whocrashed:
    http://www.resplendence.com/download/whocrashedSetup.exe

    before running it, browse to C:\windows\minidump
    delete all files apart the first 2-3 files (newest)
    then install whocrashed and run it
    click on Analyze
    report here the result.

    I'm not an Acer employee.
  • Meatball
    Meatball Member Posts: 11 New User

    Windows version: Windows 10 , 10.0, build: 10586
    Windows dir: C:\WINDOWS
    Hardware: Predator G9-591, Acer, Mustang_SLS
    CPU: GenuineIntel Intel(R) Core(TM) i7-6700HQ CPU @ 2.60GHz Intel586, level: 6
    8 logical processors, active mask: 255
    RAM: 17089466368 bytes total


    Crash Dump Analysis


    Crash dump directory: C:\WINDOWS\Minidump

    Crash dumps are enabled on your computer.

    On Tue 08/03/2016 17:33:46 GMT your computer crashed
    crash dump file: C:\WINDOWS\Minidump\030816-6968-01.dmp
    This was probably caused by the following module: nvlddmkm.sys (nvlddmkm+0xE72F3)
    Bugcheck code: 0x119 (0xD, 0xD, 0xFFFFE000492CBC00, 0x400000000)
    Error: VIDEO_SCHEDULER_INTERNAL_ERROR
    file path: C:\WINDOWS\system32\drivers\nvlddmkm.sys
    product: NVIDIA Windows Kernel Mode Driver, Version 359.00
    company: NVIDIA Corporation
    description: NVIDIA Windows Kernel Mode Driver, Version 359.00
    Bug check description: This indicates that the video scheduler has detected a fatal violation.
    A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: nvlddmkm.sys (NVIDIA Windows Kernel Mode Driver, Version 359.00 , NVIDIA Corporation).
    Google query: NVIDIA Corporation VIDEO_SCHEDULER_INTERNAL_ERROR



    On Tue 08/03/2016 17:33:46 GMT your computer crashed
    crash dump file: C:\WINDOWS\memory.dmp
    This was probably caused by the following module: nvlddmkm.sys (nvlddmkm+0xE72F3)
    Bugcheck code: 0x119 (0xD, 0xD, 0xFFFFE000492CBC00, 0x400000000)
    Error: VIDEO_SCHEDULER_INTERNAL_ERROR
    file path: C:\WINDOWS\system32\drivers\nvlddmkm.sys
    product: NVIDIA Windows Kernel Mode Driver, Version 359.00
    company: NVIDIA Corporation
    description: NVIDIA Windows Kernel Mode Driver, Version 359.00
    Bug check description: This indicates that the video scheduler has detected a fatal violation.
    A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: nvlddmkm.sys (NVIDIA Windows Kernel Mode Driver, Version 359.00 , NVIDIA Corporation).
    Google query: NVIDIA Corporation VIDEO_SCHEDULER_INTERNAL_ERROR



    On Sat 05/03/2016 00:02:18 GMT your computer crashed
    crash dump file: C:\WINDOWS\Minidump\030516-6875-01.dmp
    This was probably caused by the following module: nvlddmkm.sys (nvlddmkm+0x1ADBE5)
    Bugcheck code: 0x133 (0x1, 0x1E00, 0x0, 0x0)
    Error: DPC_WATCHDOG_VIOLATION
    file path: C:\WINDOWS\system32\drivers\nvlddmkm.sys
    product: NVIDIA Windows Kernel Mode Driver, Version 359.00
    company: NVIDIA Corporation
    description: NVIDIA Windows Kernel Mode Driver, Version 359.00
    Bug check description: The DPC watchdog detected a prolonged run time at an IRQL of DISPATCH_LEVEL or above.
    This appears to be a typical software driver bug and is not likely to be caused by a hardware problem. This problem might be caused by a thermal issue.
    A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: nvlddmkm.sys (NVIDIA Windows Kernel Mode Driver, Version 359.00 , NVIDIA Corporation).
    Google query: NVIDIA Corporation DPC_WATCHDOG_VIOLATION



    On Thu 03/03/2016 12:42:54 GMT your computer crashed
    crash dump file: C:\WINDOWS\Minidump\030316-19625-01.dmp
    This was probably caused by the following module: nvlddmkm.sys (nvlddmkm+0xE72F3)
    Bugcheck code: 0x119 (0xD, 0xD, 0xFFFFE001F6B2DF50, 0x8020018000)
    Error: VIDEO_SCHEDULER_INTERNAL_ERROR
    file path: C:\WINDOWS\system32\drivers\nvlddmkm.sys
    product: NVIDIA Windows Kernel Mode Driver, Version 359.00
    company: NVIDIA Corporation
    description: NVIDIA Windows Kernel Mode Driver, Version 359.00
    Bug check description: This indicates that the video scheduler has detected a fatal violation.
    A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: nvlddmkm.sys (NVIDIA Windows Kernel Mode Driver, Version 359.00 , NVIDIA Corporation).
    Google query: NVIDIA Corporation VIDEO_SCHEDULER_INTERNAL_ERROR




    Conclusion


    4 crash dumps have been found and analyzed. A third party driver has been identified to be causing system crashes on your computer. It is strongly suggested that you check for updates for these drivers on their company websites. Click on the links below to search with Google for updates for these drivers:

    nvlddmkm.sys (NVIDIA Windows Kernel Mode Driver, Version 359.00 , NVIDIA Corporation)

    If no updates for these drivers are available, try searching with Google on the names of these drivers in combination with the errors that have been reported for these drivers. Include the brand and model name of your computer as well in the query. This often yields interesting results from discussions on the web by users who have been experiencing similar problems.


    Read the topic general suggestions for troubleshooting system crashes for more information.

    Note that it's not always possible to state with certainty whether a reported driver is responsible for crashing your system or that the root cause is in another module. Nonetheless it's suggested you look for updates for the products that these drivers belong to and regularly visit Windows update or enable automatic updates for Windows. In case a piece of malfunctioning hardware is causing trouble, a search with Google on the bug check errors together with the model name and brand of your computer may help you investigate this further.

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer

    ok, still nvidia crashes.

     

    let's try one last drivers update:

    http://www.geforce.com/drivers/results/99204

     

    run it and choose to do a clean install.

     

    if it still crashes, you can try a windows reset to factory and if it still crashes...give Acer support service a call.

    I'm not an Acer employee.
  • Meatball
    Meatball Member Posts: 11 New User

    Ok thanks alot for your help! Smiley Happy I will do the clean install han cross my fingers ^^

  • Meatball
    Meatball Member Posts: 11 New User

    A small improvement already:

     

    Ive used the Netflix app, but it was not possible to view the videos in fullscreen mode. It works now. Perhaps it was related to the same issue. Will report back if the crashes are gone aswell

  • beststevie
    beststevie ACE Posts: 506 Pioneer

    Hello,

     

    I had some of your error messages on the 791-75PV. Now I have a new one with GTX980. They told me, it should be a software error only, but I took the Acronis Image from this 75PV to the new VU-Version and it run for 2 months wihtout error.

    But now the current Nvidia dirver produces also the nvkldm.sys bluescreen. I restored the 3.62 an all was good.

     

    But in your case I would try to get an RMA immediately.

  • beststevie
    beststevie ACE Posts: 506 Pioneer
    I forgot one thing: Did you already disable TPM in Bios? (Passwort must be set) This has solved many problems I had.
  • Meatball
    Meatball Member Posts: 11 New User

    Ok after turning on and off the power for 20 minutes, it finally turned itself on. Better than draining the battery, and yeah sure it works right now. But this is still a major issue and I dont really know what this is Smiley Sad Gonna contact ACER again with this update. At least the graphics problem seems to be fixed with the updated BIOS version.

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer

    if your laptop has again this problem to boot, try to reset the battery.

     

    look at the bottom of your laptop, there's a small hole with a battery icon, put a pin inside and keep pressing for about 10 seconds, then try to boot again.

    I'm not an Acer employee.
  • Lyon
    Lyon Member Posts: 37 Troubleshooter

    Hi,

     

    it looks like you have the same issue as i had. I sent my laptop for warranty repair and the culprit was bad BIOS of dedicated graphic card. SW issue,they reflashed BIOS and its working like a charm now.

  • Meatball
    Meatball Member Posts: 11 New User

    Aha, thanks. This is great, it could potentially make the computer viable for work hehe Smiley Happy

     

    Ive already had it shut down on me when i was supposed to do stuff with my boss. Not cool. But this trick should be able to solve the problem temporarily when i need it.

     

    In other news, the GPU have started to crash again. But for some reasons, it seems the problem have become more application based. I play a few games, and after I updated the BIOS, some of the games have not crashed yet.

     

    I also edit still images in Photoshop and movies in Premiere Pro. Premiere is working like a charm, but Photoshop freezes the computer as soon as i import an image.

     

  • Lyon
    Lyon Member Posts: 37 Troubleshooter

    For me, it was crashing only when dedicated GPU was running, typically in games. Sometimes it crashed in one minute, sometimes it was running 30 or more minutes without issue. For example, i was able to play The Division for more than one hour without any issue, but Rocket League made the crash almost immediately.

     

    You can try flash it without sending for warranty repair, but personally, i have no experience with BIOS flashing for GPU, only tried MB BIOS few times. Up to you.

  • Meatball
    Meatball Member Posts: 11 New User

    The issues absolutely seems related. After i flashed BIOS, it never crash in Heroes of the Storm or Premiere. (It did before). But it still crashes almost immediately in TouchDesigner and 7 days to die. So it seems that my attempts to fix the computer did have positive effects in some scenarios. But its still far from healthy. I belive there are still some rendering processes that crashes the card.

     

    Im also getting bluescreens and driver crashes when im pushing the limits with motion graphics in After Effects. Maybe the driver or the card is failing to limit the usage of its potential?

     

    My final attempt to fix this will be to hard format everything, reinstall windows and all the drivers, and try again from scratch. If this doesnt help i will demand a new computer. The troubleshooting is coming to an end. Sorry Acer

  • Meatball
    Meatball Member Posts: 11 New User

    UPDATE!

     

    I have figured out that the GPU crashes occur every time i scale or move Vector graphics around. Thats why i could edit movies and really do alot of stuff without any problems. When i move Vector graphics around in AE, it instantly bluescreens.

     

    Also, the built in audio speakers have stopped working. WTF. More problems to the list

  • pietdevries
    pietdevries Member Posts: 1 New User

    Add one more sufferer to the list, I've been having the same problems since I bought it beginning of the year. Unfortunately I'm travelling so I can't RMA it until I get home. I already tried reinstalling everything (and had to do it manually with my own windows usb stick because the recovery screwed up and said byebye after removing windows but before putting it back).

     

    Games that I run on the Intel GPU work fine. Whenever I start a game with the Nvidia it crashes within a few minutes, sometimes max half an hour. Except for some strange reason the latest CoD and most of the time Dying Light also runs fine. Oh yeah, few days ago it crashed while it was doing nothing but playing some music with WMP. 

     

    Already tried all the drivers btw, and for me only the Acer ones can install, nvidia general drivers completely refuse to recognise my GPU... Even when modding the inf.

     

    So for me it's just a matter of waiting until I can return it because I'm done. Obviously can't get my money back but this will be my last Acer for a while.

     

  • beststevie
    beststevie ACE Posts: 506 Pioneer

    There are already some hundret pcs and some Supermicro Servers I've build. Some of them professionally. If someone has a bad experience with an Prozessor or Raid Adapter, I don't really feal guilty. I say ... bad quality management of the producer of this component.

     

    I think it should be a faulty graphics adapter or something similar. I allso got a faulty unit. It's always difficult if component runs a while and then it crashes, because you must convice somebody, that it's really defective.

     

    My first unit was also defective. Also problems with Display Driver crashes because the adapter was really defective. You could run Furmark with no crash for the hole day running. But if you just started it, you went to get a cup of coffee and it crashed. I could RMA this unit. The second one has not only one fault. It works perfectly for half a year and it's running the whole day.

     

    I really suffer with you guys, but to make Acer guilty, that you cannot find the time for an RMA?

     

    Yes of course, I also wouldn't buy the same vendors product again. That's why I'm here Smiley Wink

     

     

  • Raffi1
    Raffi1 Member Posts: 1 New User

    I had the same problems.The solution is to go to the nvidia then system control 3d settings and change power management mode of adaptively to maximum performance. had a brand new predator g9-591 to acer gesendet.die have installed a new motherboard and said the error would thus behoben.3 occurred days later auf.deswegen the same problems I gave the g9 back and got my money wieder.Ich bought a new predator g9 again at another dealer and there were the same problems again da.nach weeks in search nache the error I managed to finden.selbst him acer probably do not know what it is or why they replace a mainboard from ;-) funny is that you nowhere can find something at acer about the problem and their lösung.also dear acer support team configured but please your device equal richtig.wie it may be that one can do with a "GAMER LAPTOP just would not be PLAY .Ps.es nice if they would offer also windows 8 for the predator g9 since win 10 runs absolutely bad.sporadische blue screens and crashes zb.bei the use of media players are at the day they ordnung.sorry which the english was written by translation tool. hope I could help anyway to prevent her throwing the buyer of predator g9 laptop to the wall.

     
     

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