PowerSpec G708 (Open box, Listed as complete). Missing components, Freeze/Blue screen

Customer001

Help!

I picked up a PowerSpec G708 (open box, listed on website as Complete) at Mayfield Heights, OH store on Apr-29th. I asked the salesman if all items are in the box. The salesman acknowledge that all items are in the box. Got home, opening the package, I noticed the power cord and WIFI antenna are missing. I am not able to drive back because the store is 6 hours away. Also, when I powerup the computer, it would randomly freeze or blue screen.

I have call the national support phone line on Apr-29th, and was promised manager "Steve" would call back next day. After 48 hours, still no call yet.

After checking the BIOS setup, I noticed there were setting that are incorrect for this system. After some adjustment, I am able to keep the computer running without blue screen for longer time.

Who should I call/talk with to have the missing items sent to? Please help.

PowerSpec_MikeW

@Customer001

That will be up to the service department at your local store. They should be in contact shortly, please update me when they reach out. If you're not contacted over the weekend I'll make sure this is escalated Monday.

PowerSpec_MikeW

@Customer001

We'll get this escalated to your service department today.

TSPhillipT

Hello @Customer001

Thank you for posting on the Micro Center Community and I apologize for the issues you are having with your open box PowerSpec G708.

You will be receiving an email from me regarding more on this issue, please keep an eye out for that email!

Customer001

Thank you Phillip. I received the call from local store and part was here the following day.

I've tried following to fix freeze/blue screen issue. (I am not able to fix random freeze yet):

• Clean install window 10, install all current drivers. Got blue screen 10 minutes into downloading MSFS 2020.
• Clean and replace CPU thermal paste. Was able download MSFS 2020 for many hours. No more random blue screen while using the computer, just random freeze.
• Updated BIOS to latest (4.30): Reset all setting to default . Windows still freeze randomly.
• Ran memtest86 with many error, but run it again 2nd time shows no error. Boot back to Window, run CinebenchR23 for over an hour with CPU @60DegC without issue...but then it freeze at random when I'm on the browser.
• I took out a memory module on slot B2, and run the computer with just 16g of ram. Seem to be stable for the last few hours while I download and using browser. Not sure is this means anything. I will try swap memory module and check result.

Do you have other suggestion to fix random freeze issue?

PowerSpec_MikeW

@Customer001

Could I have you do two things. Run bluescreenview and post a screenshot: https://www.nirsoft.net/utils/blue_screen_view.html

Run CPU-Z and screenshot the memory/SPD tabs: https://www.cpuid.com/downloads/cpu-z/cpu-z_2.01-en.exe

Customer001

Thanks for checking back, Mike. Screen shots attached. PC still running (since I add my comment last night), with one stick of ram. no freeze yet.

PowerSpec_MikeW

@Customer001

Not much to go off of with the single BSOD. We know you're getting more, so most likely this is some sort of intermittent power failure, but lets check some other things first that we can address without replacing hardware. Under "Display Adapters", are you seeing the GPU and the APU?

Customer001

I only see GPU from Nvidia. I just put the second memory stick back into slot (B2). Freeze one time after login into window. Restart, compose this post, just as I am about to submit, I got a bluescreen. See new screen captures below.

PowerSpec_MikeW

@Customer001

Random BSOD's. Lets swap in the other stick by itself in A2 and test. Memtest86 or you can run a game to see if it's stable.

Customer001

With the second ram stick in A2, computer restarted while I ran default Memtest86 test to about 6th step, stuck at POST with CPU and DRAM led on. Hard reset via power button.

In window, I ran CinebenchR23, computer restart without BSOD after about 3 or 4 pictures rendered.

Then while I was typing up this post, computer restarted again, stuck at POST with CPU led. Hard reset via power button.

Customer001

Update:

Put back the first stick of ram in A2 (One stick, 16gig total). I was able to pass the Memtest86. with zero error.

Running CinebenchR23 (multi core mode), finished without error. 13858pts plus this post.

I have a feeling the second stick is bad.

PowerSpec_MikeW

@Customer001

Please test the first stick in B2 to confirm the issue travels with the stick. This doesn't seem right though, a bad memory stick shouldn't cause memtest86 to freeze or reboot. And these restarts with no BSOD should never occur due to a RAM issue. Unstable or faulty RAM should always BSOD and dump. This sounds more power related. And that could cause instability in general, including the memory. This can also be greatly effected by your rooms ambient temperature.

Customer001

Here is the result with either stick 1 (working stick) or stick 2 (not working stick) in B2. Hope this helps:

***Stick 1 in B2:

I stop the tests after it finished first pass without error (above).

***Stick 2 in B2:

First run, computer rebooted when it run into many error, didn't get the change to take picture before it self reboot.

I ran Memtest again, this time it actually continue accumulate error counts and stop the test by it self with fail at last screen:

Room temp is cool and constant 66 DegF

Last night I left the computer running "HeavyLoad-x64" with just first stick, it was still running this morning without reboot. Why with computer hardware unchanged except using the second ram stick would cause the computer to random restart?

PowerSpec_MikeW

@Customer001

Must be a problem with the board, at least B2 or the B bank. That would make sense. You've ran the same test in A2 with no errors on both sticks?

Customer001

I have ran same test on both slot as indicated in prior posts. computer will reboot during test whenever stick 2 is involved.

I am not getting any problem with stick 1 on both a2 and B2 slot.

I am getting reboots (or error) on stick 2 for both A2 and B2 slot.

PowerSpec_MikeW

@Customer001

Ah, I misunderstood. That would isolate it to the stick. It must be a serious failure to cause what we're seeing here. Has your local service department contacted you to setup a repair?

Customer001

I have call tech support and they have arranged to have the store call me. However, no call received yet.

I have also indicated the store is over 4 hours away. re-visiting that store is not possible at this time.

Mike, I understand memory stick should be swapped out as a pair. Anyway to do that via shipping?

Customer001

Thank you, Mike! Will update you on the call.

Customer001

Mike,

It's been 48 hours since a TS sent a request to have local store call me. I still have not received any call from local store yet. Any chance you can look in to this?