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Anonymous's avatar
Anonymous
12 years ago

BF4 causes reboot

Hello,

This has been a problem since the beta but has not seemed to be fixed. I can play for a random amount of time (sometimes hours sometimes minutes) when suddenly my machine will reboot on its own mid gameplay. This does seem quite random, but with no error message or indication of the error it is very difficult to diagnose. This machine is purely for gaming and outputs to a second machine for streaming. Because of this I have tons of videos of my sudden crashes, but as I said before I can be doing just about anything and this crash will randomly occur. 

To diagnose this issue I have tried running task manager on my second screen to monitor process, or networking, or resources, but nothing out of the ordinary seems to occur. I have 5 identical machines which all seem to experience the same error. This leads me to believe it is a hardware compatibility issue. These machines are strictly used for gaming so the software installed is very limited.

The gaming PC specs;

Spoiler

------------------
System Information
------------------
Time of this report: 11/16/2013, 06:57:42
Machine name: BROADCAST1-PC
Operating System: Windows 7 Ultimate 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_gdr.130318-1533)
Language: English (Regional Setting: English)
System Manufacturer: Alienware
System Model: Aurora-R4
BIOS: BIOS Date: 10/26/12 12:23:22 Ver: 04.06.05
Processor: Intel(R) Core(TM) i7-3930K CPU @ 3.20GHz (12 CPUs), ~3.2GHz
Memory: 32768MB RAM
Available OS Memory: 32684MB RAM
Page File: 4952MB used, 60413MB 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: 6.01.7601.17514 64bit Unicode

---------------
Display Devices
---------------
Card name: NVIDIA GeForce GTX 690
Manufacturer: NVIDIA
Chip type: NVxx
DAC type: Integrated RAMDAC
Device Key: Enum\PCI\VEN_10DE&DEV_1188&SUBSYS_095B10DE&REV_A1
Display Memory: 4004 MB
Dedicated Memory: 1956 MB
Shared Memory: 2048 MB
Current Mode: 1920 x 1080 (32 bit) (60Hz)
Monitor Name: Generic PnP Monitor
Monitor Model: AVERMEDIA HD
Monitor Id: AVTA001
Native Mode: 1920 x 1080(p) (60.000Hz)
Output Type: HDMI
Driver Name: nvd3dumx.dll,nvwgf2umx.dll,nvwgf2umx.dll,nvd3dum,nvwgf2um,nvwgf2um
Driver File Version: 9.18.0013.3165 (English)
Driver Version: 9.18.13.3165
DDI Version: 11
Driver Model: WDDM 1.1
Driver Attributes: Final Retail
Driver Date/Size: 10/23/2013 05:30:23, 18199872 bytes

If needed I can post the full dxdiag. The entire building is GBit ethernet and we have a fiber line to the building. All machines are maintained and regularly updated by our systems admin so no drivers are out of date. The machines function perfectly under all other circumstances this is the only game which we are having issues. Below is a link to the shortest video recording I have handy on my personal channel of the above mentioned bug. I stop the recording when the pc reboots.

http://www.twitch.tv/thestalkingwolf/b/480209111

Any assistance would be greatly appreciated.

Thanks!

-Chris

battlefield 4

14 Replies

  • Infidellen's avatar
    Infidellen
    12 years ago

    Hey my computer reboots in bf4

    my i5 2550k (non oc) CPU ran at 98-100%, and rebooted, until i died.

    bought an new mb msi z87 g45 + i7 4440k,  cpu runs at 46%, played for 4 min, the i took it from high sett to ultra, and my  850w psu from corsair died.

    just bought a new psu corsair 950w, and it stills get my computer to crash!

    spec :

    msi z87 g45

    i7 4440k,

    2x 670 sli

    8 gb vengeance ram 1600mhz

    2 x 158gb ssd raid 0.

    win 8

     

    can se im not the only one with crash prb.   

     

    can see anything overheated, and im im pretty sure it aint the new psu

     

    all drivers are updated

     

     

     

    help..    Dear   Jonathan 

  • Anonymous's avatar
    Anonymous
    12 years ago

    Anyone with any solutions or possible diagnostic tools to suggest?

  • Anonymous's avatar
    Anonymous
    12 years ago

    Been online with support all day and on my 5th person right now. Im posting to update the steps they had me try and the result.

    First before anything I tried both reinstalling the game and windows to no effect. Then today I contacted support.

    First support rep had me fix the BF4 installation, clear %temp% and my cookies.

    Second support had me disable origin in game.

    Third support connected me with the expert team and they had me do a clean boot, but since this machine is just used for gaming it would mean that google, nvidia, intel, creative audio, or the alienware/dell software was interfering with BF4. This did not fix the problem obviously, though I noticed a maginal increase in performance when I ran without the Dell backup software running so it is disabled now.

    Fourth support had me run BF4 in compatibility mode to no effect.

    Onwards to #5...

  • Anonymous's avatar
    Anonymous
    12 years ago

    Well #5 told me to create a new admin account and try running it from there but no such luck in a fix.

    #6 was a winner... I guess it would be my luck I cannot get 6 good support reps in a row... This one I saved the chat with so if I ever get a chance to talk to a EA/Dice support manager I can forward them the log and they can look at the quality of their staff...

  • Anonymous's avatar
    Anonymous
    12 years ago

    Hey man maybe Im a bit too tired to see but what PSU are you running? Can you post the event log from event viewer too!

  • Anonymous's avatar
    Anonymous
    12 years ago

    and #7 isnt even taking the time to read the case... epic.

  • Gremlin_Gota_Gu's avatar
    Gremlin_Gota_Gu
    12 years ago

    I had the same crash issue with my PC. I just discovered my NVIDIA card was not ramping up the fan speed on the GPU block. This was causing my system to crash.

    I have an Asus GTX660-TI video card. Asus has a tweak program that allows you to monitor and overclock the card. The fan was on auto but never seemed to go higher than 10%. I figured I would put it at 100% speed and that cured my problem. I have been able to play straight for several hours now without issue. I also noticed using the video card monitor, that my card is running at 100% during game play!

    At 100% fan speed my Video GPU temp holds at 51C. Give it a try. Holding my video GPU temp down cured my crash problems.

  • Anonymous's avatar
    Anonymous
    12 years ago

    gremlingotagun,

    Thanks for the suggestion. I figured since the only game that is having problems is BF4 it wasnt likely the case. MSI Afterburner stats confirms that the fan speed is responding correctly and right before the crash my card is operating at 41 degrees. A little warm but certainly nothing to be concerned about. 

    Unfortunately this is still a problem and I have been waiting for weeks now for DICE expert team to contact me with no avail. I have a feeling the 3 people that claimed they would escalate my ticket did not. The caliber of support here is epic. I will likely sit on the phone all day dealing with more of these people that would rather go back over the same 10 steps as the last person then read the notes on the file...

  • Anonymous's avatar
    Anonymous
    12 years ago

    Haha well now I know why those fools in support closed my ticket as solved... I swear every single agent I talked to did that on purpose and probably because their job security relies on closing cases... great system.

  • Anonymous's avatar
    Anonymous
    12 years ago
     
    I had to post this just to show off the caliber of support. This last guy that closes my case claims to have read it, yet in my second note I mention we went through the clean boot option and yet he still instructs me to do it. I guess it cost extra to pay staff that can actually read...
     
    Ill probably start posting the chat transcripts and gathering all this crap up. What was that youtube video about some airline breaking guitars?
     
    CLOSED
    10833888
    12/20/2013
    BATTLEFIELD 4
    NOTES (9)
    CLOSED
     
     
    BF4-Crashing after 5-15 minutesCONTACT

    YOU: Dxdiag file as requested

    12/06/13 at 08:56 pm

    YOU: Unfortunately the conversation with support did not fix the problems. The game still crashes after a random amount of time. 

    During the last support conversation we tried to fix the installation of Battlefield 4 Digital Deluxe, clear temporary files and cookies.

    12/06/13 at 09:49 pm

    YOU: After disabling origin in game the game still crashes after 8-15 minutes of gameplay. 

    http://answers.ea.com/t5/Battlefield-4/BF4-causes-reboot/m-p/1851723#U1851723

    12/06/13 at 10:35 pm

    YOU: The 3rd support staff had me connect with the expert team and they suggested trying a clean boot. This had no effect. The machine I am running litterally has nothing but gaming software on it so the only processes started other then the ones Microsoft uses were Alienware/Dell software, Creative labs audio software, Intel, HP print software, Mad Catz (keyboard), nVidia and steam. 

    The 4th support staff which closed this ticket out as resolved when it wasnt had me run the game in Vista SP2 compatibility mode which did not fix the problem.

    12/07/13 at 01:35 am

    YOU: I am adding this post because every support person I talk to has me describe the problem over and over again. 

    When I play battlefield 4 the game loads fine I can play without issue but after a random amount of time the game causes my entire computer to reboot. Below are two links to videos of this happening TODAY. 

    http://www.twitch.tv/thestalkingwolf/b/485409270 
    http://www.twitch.tv/thestalkingwolf/b/485393455

    12/07/13 at 01:52 am

    YOU: Well Jennifer just told me too bad after advising me that the problem was clearly my drivers because they are the version from Nov 14th instead of 19th, yet she seems to have overlooked that this problem has been going on since the beta... 

    JonDennis couldnt even take the time to read the problem before asking if it was a connection issue at least he pulled it out of the fire by escalating to tier 2 after reading the whole thing.

    12/07/13 at 03:45 am

    YOU: No word yet from support and I am missing the premium event this weekend which I paid for. I saved up XP passes for the even so I could get 300% exp this weekend but I cannot play because this issue is unresolved.

    12/08/13 at 08:39 pm

    YOU: I went to log in to the game now to play despite hard rebooting my pc after 15 minutes of play in hopes to take some advantage of the double exp weekend but now I cannot connect to any server since all the testing yesterday with customer support.

    12/09/13 at 06:40 am

    ADVISOR: Greetings,

    Thank you for contacting Electronic Arts customer support!

    I have seen your chat and I would request you to please follow some trouble shooting steps which will further help you resolving your issue.

    1) https://help.ea.com/article/ending-background-tasks

    2) https://help.ea.com/article/clearing-your-browsers-cache

    3) please follow these steps.
    1. Go to My computer .
    2. Open C drive. 
    3. Open Program files. 
    4. Open Origin Folder. 
    5. Right click on the folder with Origin icon named as Origin. 
    6. Go to properties. 
    7. Click on compatibility tab. 
    8. Check/Tick the option “ Run this program as administrator “. 
    9. Click apply and then Ok. 
    10.Repeat the steps from 6 to 9 for the folder with the name and origin icon “OriginClientService” and “OriginLegacyCLI”. 11. Now try to run the game.

    4) 1. Double click on "My Computer"
    2. Double click on the C: drive
    3. Double click on the "Windows" folder. 
    4. Double click on the "Temp" folder.
    5. Hold the "CTRL" key and tap the "A" key to select all.
    6. Tap the "Delete" key on your keyboard and accept the "Are you sure you want to delete these files" prompt.

    5) I would suggest that you try running your system using the Windows clean boot option. That way you would be able to locate any program that might be interfering with the game. 
    The instructions for clean booting your operating system can be found at the below link: -
    http://support.microsoft.com/kb/929135



    Please follow the steps given above .


    Have a question about a game? Running into a tech issue? Check out Answer HQ at "http://answers.ea.com/" to get answers from our community of gamers and experts. As always, please feel free to reach out to us at help.ea.com if you have any further questions.

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