ASUS R9 380 2GB crashes Windows 7 64bit (drivers issue?)

Shadevil · Jan 25, 2016

Hi,

I have new graphic card - ASUS R9 380 2GB. I use Windows 7 64 bit. The card is ok during gaming, movie watching, long hours running... BUT!

In some occasions, so far allways during being on desktop in OS (though atleast once I had a game alt tabed), I recieve a very strange crash (well, to me it is strange)... Without any warning my screen turns into an "artefact" view. It is splited verticaly, one part being approximately 1 third of my lcd dimensions, second "half" being the rest. Both halves consist of single colored rows (strips?), the height of rows differs and is random, the rows are shifted on each "half". Colors appearing in this "crash" are of those which had been displayed on the scren before crash (thus, in my case mainly several degrees of blue, some black and white, but if I d change background, it would change with it probably). I see a mouse cursor in the place it was prior the crash (its image is not messed up, it shows "over" the screen) but it does not move. No key combination wakes the PC up, it stops to respond completely - HDD stops to run (led indicating its work goes dark), but fans are turning, card is powered (white diod indicates it), despite silent HDD and crrashed screen it seems to "run". Thus PC has to be shut down manualy, the "hard way"... After restart (and usual "run the windows as...") there is no problem, PC even does not bother to make some crash report.

update :

see also an update below :

I have no proof for this, but it seems to me, as the problems occur every time I try to install some kind of drivers. Not every installation causes the problem, but all cases happened when I was installing some kind of drivers. First crach was, when Steam did some changes in Microsoft Visual C++ Redist... Last crash was when I did intall Logitech Gaming driver. Strange is, that after the reboot, the installation goes smoothly without problem.

My first impresion is, that the new drivers may somehow interact with AMD drivers causing crash. The reason for my belief is that during being under heavy(-ish) load the GPU has no problem (so far...)

I use the latest (not beta) drivers from AMD, I have the whole software package, including the Raptr.exe (plague capture-the-screen software I personaly hate). Installation allways ask me to download "hotfix" which I did downloaded and installed, thus I had to manualy disable (skip this one) this message as I found on the internet it is common bug of the latest drivers (fixed, but requesting the same fix).

Even though the problem seems to occur only during drivers installation it still bugs me, as it shows the PC is not in perfect condition, and I would like to solve it... If it is possible.

In case further information would be required, please do not hesitate ask me for further details, though also please have patience with me, as you can already figure out from my "description" of the problem, I am far from "familiar" with "under the hood" operations

Thanks in advance...

Gigabyte GA-970A-DS3P, 970, DualDDR3-1866, SATA3, RAID, ATX
AMD FX-4300 Turbo Core 4GHz
ASUS Radeon R9 380 OC, 2GB GDDR5
HyperX Beast 16GB (Kit 4x4GB) 1600MHz DDR3
Western Digital 1TB, SATA/600, IntelliPower, 64MB cache, AFT
Fortron FSP HYPER, 600W
Windows 7 64bit

update : Even USB stick driver install can cause this + additionaly it never happens when the GPU is under heavy load. It can happen during first 10 minutes after PC start (I guess there the trigger can be update of Windows itself, gpu driver update, Steam, GOG, Origin or Battle.net app updates or updates of the games installed through those platforms) and additionaly whenever any driver is being installed. Though, I was cheking my 4 USB sticks, and only one did cause the crash. I then needed to reinstall all USB stick drivers (as the "trigger" one did mess the install) - and none of my USB device caused the crash, and we are speaking of - 4 USB sticks, external USB HDD, mouse, keyboard, joystick, rudder pedals, gamepad, USB headset and Belkin speedpad - so a lot of possible "trigggers", but noting has happened in that case.

I would reinstall the GPU drivers in no time, but I never did a reinstall of such thing - should I uninstall it first? Will my monitor then work so I can reinstall the drivers? If so, what kind of drivers should I consider as stable?

Thanks in advance

cin19 · Jan 26, 2016

The problem maybe from GPU, PSU, even the GPU driver too.
1) Download and install the AMD chipset/USB driver. http://support.amd.com/en-us/download/chipset?os=Windows%208%20-%2032
2) Using DDU to uninstall the AMD GPU driver in safe mode, then reinstall the AMD GPU driver, may try the old version too.
3) Try the r9 380 in other PC to see it has same problem or not.
4) Go into the BIOS "PC health status" section to check the CPU and other system voltage, like the 3.3v, 5v, and 12V.

Shadevil · Jan 27, 2016

cin19 :

Hi, and thanks for feedback. I have already performed another round of my attempts to fix the issue, prior I got to your reply. I already attempted to reinstall the GPU drivers (resulting in serie of BSoD, each being different). At the end the card got uninstalled but I think some parts of driver pack remained on PC. Anyway, reinstall of GPU driver went OK(ish) and card works as before (under load - totaly ok).

(here I would like to thank you for the DDU suggestion, I will try that - I did not know about that utility)

However, the overall PC behaviour during the "fixining evening" made me think I may have had pursued a wrong track. First thing was, that despite setting the windows updating to automatic, I had to force the PC to download over the hundrer of missing fixs. Most of them installed, 2 "critic" and 7 "optional" refused to install - I tried to delete the files and install again - no success. This I would not see as important (from my experience a common Windows behaviour), but it is a sign something can be (or is) wrong.

(Also performed full avast PC scan with no hit, so this was excluded)

Second was, I realised the GPU may not be the cause of the problem, but a victim! This hit me just before turning PC off, I was after 5 hours of War Thunder on movie settings (just to clarify, despite the problems, under load PC runs smoothly) and I did unplug a Genius Gamepad from the PC during the evening, as I finaly decided I have no use for it in my current games. But after quiting the game, I tried to plug-in a USB stick...

PC obviously started to have problems and after of couple seconds, the screen "broke" as usual. This was actualy for first time, the PC gave sign something is going south, prior actual crash. It made me think - the only actual difference were win updates and unpluged gamepad... I have 8 USB connectors in back of the PC, which all of them I used, respectively without the gamepad, one was free... Some of the devices can be actualy quite energy suckers... I have Logitech Joystick there, mouse, keyboard, Saitek Pro Rudder Pedals, Belkin n52 speedpad, genius cavimanus headset, external HDD (and the gamepad). + I have 4 USB connectors on front of my PC (where I do plug in the USB sticks)

Thus I realised the issue may be caused by USBs drawing suddenly too much energy, power source not reacting quickly enough and GPU loosing power for a moment. So tonight, I will definitely try to update MBD/USB drivers + I will unplug the gamepad, the Belkin n52 and external HDD, which I actualy do not use. Despite the fact the HDD has its own energy source, I would bet it sucks some of USB energy anytime it spins (I open file explorer and it activates the disc). I have no idea how much energy can Belkin n52 and Genius gamepad take, but it could help to balance the energy consumption (if that is the source of my problems). I would then buy externaly powered USB hub and use it (stick/mouse/keyboard/pedals can definitely run on hub without showing any signs of slowing down or latency), despite having ton of internal USB connectors.

(update : after initial run of my PC, with no problems, I actualy installed the driver pack for GPU **and** plugged in my gaming peripheals. Then the problems started (Saitek rudder pedals I did purchased this week, so I may have worsened the situation)

(update : also the fact the issue (so far) occurs only when tha GPU is mostly idle (not a game on) makes me think it may be caused by the energy unstability. On "idle" the card runs on minimum energy consumption and thus slight "wave" can cause a problem, while if in game, the GPU takes or reserves the maximum energy, and thus small "lack" of energy will not cause it to crash)

I am also aware of the "clean OS reinstall" solution, which I keep as a backup plan, if I mess the OS via my "fixing" attempts. I am only afraid of damaging tha hardware during crashes/shotdowns/BSoD, which I witness now. The rig is brand new, it would hurt

Unfortunately I have no way how to check the GPU. I have other rig, but with too weak power unit, unable to run R9 380 demands...

cin19 · Jan 27, 2016

So you should first to fix the win7 problem, then unplug all the add-on devices, using DDU uninstall the GPU driver then reinstall it, and try to use the pc to see the PC runs ok or not. When you try to troubleshooting you should unplug all the add-on device, then you can add them back one by one.
1) You also try to use the "Startup Repair in Windows 7" first http://www.sevenforums.com/tutorials/681-startup-repair.html because if the OS does not run stable, you will never find out what is wrong.
2) I don't know how you fix the windows update problem, but you may try the fix it from microsoft https://support.microsoft.com/en-us/gp/windows-update-issues/en-us
3) Do you try my suggestion: Go into the BIOS "PC health status" section to check the CPU and other system voltage, like the 3.3v, 5v, and 12V. That will know your PSU will be fine or not.
4) May try disable the avast too, but don't forget turn it back on.

Shadevil · Jan 28, 2016

Yesterday turned out to be interesting. I was on my way to unninstal GPU drivers. Though when I got to SW list, I accidentaly step over 3 (!) different USB drivers, none from the MBD manufacturer (I did not build my rig myself, thus even the initial installation was not made by me). I uninstalled them (with one crash on very first attempt). And then I installed drivers for my MBD from the manufacturer (Gigabyte) webpages. Installation went succesfull, restart was succesfull.

I then lurked for half an hour on web, then played for some time, then tried to plug-in two usb sticks, and again lurked on the web for half an hour - with no crash. But do I know whether I was succesfull? No... Will I know today if (fingers crossed) no crash occurs? Unfortunately no. It needs to withstand along time and use without crash to be called sucefull. And realy, I could have been just lucky yesterday.

But if so, I will apply the solutions you suggested. I will keep you posted.

update : It seems I may have had "classic" dtsoftbus01.sys crashes, as I also found out to have Daemon Lite installed on the PC (immediately I uninstalled that monstrosity)

Shadevil · Feb 1, 2016

SOLUTION : It was dtsoftbus01.sys what caused all the troubles. Part of Daemon Tools software, infamous for its ability to keep the PC (or OS) crashing. The PC came with this software pre-installed, but after uninstallation of the pack, problems seized. Thanks for feedback during the process when I was trying to find the solution.

Aemornion · Feb 13, 2016

Hello,

Could you discuss the process you used to figure this out? I am having an identical issue, but i dont have deamon tools installed, and i am unsure how to go about looking for dtsoftbus01.sys type errors. I only semi know my way around computers, so some pointers which will lead me (via google) to figure out the problem as you did would be most appreciated.

Thanks in advance.

Shadevil · Feb 28, 2017

Aemornion :

I am sorry for super late reaction (a whole year wow!) - and I honestly hope you solved the issue without my participation. But while the error pictured iny my post occured, it eventualy ended in BSOD with some info about dtsoftbus01.sys error. So I went googling.

I got some replies, e.g. I recall I completely reinstalled my usb drivers without any real effect. But after some additional digged an information about Daemon Tools being the cause of this very specific bug, which can be accompanied by the behaviour of OS/PC which I had. Thus I completely uninstalled the spoken software (Daemon). Since then the problem never re-occured back. It was absolutely clean and nice solution.

Be sure to doublecheck your list of installed apps - for me the Daemon Tool came with freshly built rig, so I was slightly suprised to find it installed on my PC.

Anyhow, if we assume you do not have this piece of software and still your PC suffers from this bug, I would consider complete reinstall of usb drivers as first pick. Then I would try fresh reinstall of OS. However, since it is so long from your querry (once again I am sorry). there is a chance you upgraded to Win 10 as I did, which may have solved the issue. If not, it is a great chance to do clean W10 install.

Would the problem persist even after clean reinstall of OS - consider taking the PC to professionals, it may be HW issue.

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