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Windows Experience Index Crashes -- solid failure RRS feed

  • Question

  • I am running Windows 7 Pro; 32-bits.  The GPU is an ATI Radeon HD5770 (1 GB) card with the latest AMD drivers (ver. 8.801.0.0).  All Windows software is also up-to-date.  The WEI always crashes at the same point when "assessing Windows Media Decoding Performance".  The computer locks up and requires a power-down to reboot.  I have tried some of the other suggestions posted for the same issue others are experiencing, and used SFC /SCANNOW, which did not show any discrepancies. Please advise if you need additional information.  Thank you.
    Monday, December 27, 2010 7:22 PM

Answers

  • I tested the power supply performance with a utility called OCCT.  The power supply is fine, but there was strong evidence that the video card has a problem -- defective is some way.  The manufacturer's tech support agent was inclined to agree.  It was sent back for replacement.  The temporary video card I'm using (Nvidiea GeForce 9300) behaves as it should.  I'll see what happens when the replacement card arrives.  Thank you for your help.

    Abe

    • Proposed as answer by Andre.Ziegler Saturday, January 1, 2011 7:30 PM
    • Marked as answer by Leo Huang Monday, January 3, 2011 4:58 AM
    Saturday, January 1, 2011 6:57 PM

All replies

  • Do you get a BSOD? What do you see in the Eventlog?

    "A programmer is just a tool which converts caffeine into code" CLIP- Stellvertreter http://www.winvistaside.de/
    Monday, December 27, 2010 7:27 PM
  • No BSOD, the screen just totally freezes.  Power down is the only way out.  There is not meaningful information in the eventlog (that I could find) -- just says that "system was rebooted without cleanly shutting down".
    Monday, December 27, 2010 9:30 PM
  •  There is not meaningful information in the eventlog (that I could find) -- just says that "system was rebooted without cleanly shutting down".
    Do you get Kernel 41 entries? Do you overclock your PC?

    "A programmer is just a tool which converts caffeine into code" CLIP- Stellvertreter http://www.winvistaside.de/
    Monday, December 27, 2010 11:31 PM
  • No and no.  In all other respects the PC including the video card operate normally.  There is one exception (always is); it is that Windows Media Player 12 crashes (frequently) when loading .asx files for streaming content.  Also, if if WMP runs for extended periods of time (with streaming content) it also crashes (BSOD).  So, I stopped using it and switched to Real Player, which has been totally trouble-free.  This behavior of WMP is also posted on the Forums.  The problem I described earlier with WEI crashing persists after I stopped using WMP, however.  Is there a connection here, or is this a red herring?
    Tuesday, December 28, 2010 3:57 AM
  • Maybe some WMP files are damaged.

    Please start the command prompt (cmd.exe) with admin rights [1] and run sfc [2]:

    sfc.exe /scannow

    Is it able to find and repair broken files? Does WinSAT work now? Do you have all updates installed? Have you tried older ATI/AMD drivers?

    best regards
    André

    [1] http://windows.microsoft.com/en-US/windows7/How-do-I-run-an-application-once-with-a-full-administrator-access-token
    [2] http://support.microsoft.com/kb/929833


    "A programmer is just a tool which converts caffeine into code" CLIP- Stellvertreter http://www.winvistaside.de/
    Tuesday, December 28, 2010 12:06 PM
  • I had already tried running sfc, and it did not find any abnormalities.  No, I have not tried backing out of the current ATI/AMD drivers to older ones.  I plan to contact AMD Tech Support about this issue to see if they can be helpful (and not point the finger back at Microsoft).  Other than that I have run out of ideas on this one.  Thank you for working on this with me.

    Abe

    Tuesday, December 28, 2010 4:27 PM
  • Here's additional information which may or may not matter:

    The computer is a Dell Optiplex 780 with an Intel Quad CPU Q9650, with 4 GB of RAM.  The BIOS is at the latest level provided by Dell; so are the video drivers provided by AMD/ATI and Win 7 is also up-to-date.

    1. When running the WEI, while assessing video 3D performance, I get a Windows message that "the video drivers had stopped responding and had successfully recovered".  At that point the WEI continues to run until it gets to the "assessing Windows Media Decoding Performance" portion of the test where it completely locks up the screen -- no message, no mouse movement, no response to the keyboard.

    2. This may be a big clue:  This computer originally had the 512KB version of the same video card I am using now with 1GB.  While I was using the 512KB video card, WEI worked just fine!

    Last summer I upgraded the card to the version with 1 GB of video RAM.  It's otherwise the same card model.  I first uninstalled the entire ATI software suite, including the drivers.  I switched cards and reinstalled the latest ATI/AMD software suite for this card (HD5770) with the latest drivers.  That's when WEI started acting up.

    Abe
    Tuesday, December 28, 2010 4:52 PM
  • Which PSU do you use? Maybe the 5770 uses to much Power and so the PC crashes.

    "A programmer is just a tool which converts caffeine into code" CLIP- Stellvertreter http://www.winvistaside.de/
    Tuesday, December 28, 2010 7:12 PM
  • Good question.  I upgraded the PSU to a 500 Watt unit from the original 305 watt PSU.  The 5770 is specified to require a minimum of 450 watts.  In addition I have added a second (10K RPM SCSI) hard drive.  So, I wonder if I am over the power budget for this PSU.  Is there any way to find that out (some internal log) without replacing the PSU with a still larger one?

    Abe

    Tuesday, December 28, 2010 9:25 PM
  • Good question.  I upgraded the PSU to a 500 Watt unit from the original 305 watt PSU. 

    Open the PC and look at the sticker on the PSU. What is the name and what are the data. How much W? How much Ampere (A) on 3.3V, 5V and 12V line?

    "A programmer is just a tool which converts caffeine into code" CLIP- Stellvertreter http://www.winvistaside.de/
    Wednesday, December 29, 2010 12:22 PM
  • I tested the power supply performance with a utility called OCCT.  The power supply is fine, but there was strong evidence that the video card has a problem -- defective is some way.  The manufacturer's tech support agent was inclined to agree.  It was sent back for replacement.  The temporary video card I'm using (Nvidiea GeForce 9300) behaves as it should.  I'll see what happens when the replacement card arrives.  Thank you for your help.

    Abe

    • Proposed as answer by Andre.Ziegler Saturday, January 1, 2011 7:30 PM
    • Marked as answer by Leo Huang Monday, January 3, 2011 4:58 AM
    Saturday, January 1, 2011 6:57 PM
  • but there was strong evidence that the video card has a problem -- defective is some way.  The manufacturer's tech support agent was inclined to agree.  It was sent back for replacement. 

    ok, thanks for the feedback :)

    Happy New Year!

    best regards
    André


    "A programmer is just a tool which converts caffeine into code" CLIP- Stellvertreter http://www.winvistaside.de/
    Saturday, January 1, 2011 7:31 PM