Computer crashes with black screen after Plex transcode

zbook · Aug 1, 2023

JDubbedN said:
What software would you recommend that I use to stress test?

Would like to monitor the computer first to see if software stress testing is necessary or unnecessary.

Software stress testing displaying pass (false negative) unfortunately may give computer users false confidence with computer hardware.

JDubbedN · Aug 2, 2023

Dru2 said:
Just a thought, but do you not have another PC to test Plex out on?

And I gave you a suggestion to look to the Plex forums. Did you not do that??? They are far more qualified to deal with Plex issues than most here. If you're not having any other issues with the PC other than Plex, I'd think the issue more Plex related than PC.

Good luck.

Yes I reached out to the Plex forum and created a post about the issue. That is how I got in touch with a Plex engineer via DM. I had also searched the Plex forum to see if anyone had similar issues and even though I did find one or two that seemed similar, I think one was installed on a linux/NAS machine and the solution didn't work with Windows or there wasn't a solution at all.

I will however test Plex on another machine when I do get the time. However, I believe it'll work fine with another machine because if this was a global issue, there would be a lot more talk about it on the forums. It is most likely an isolated issue. And I built this machine for the very purpose of hosting a Plex server, along with hosting dedicated servers and such. And Plex worked fine for years until PMS v1.3 was released which is when the problem started. And I can revert back to PMS v1.29 and problem goes away. My argument to the Plex engineer is that something in PMS v1.3 is the cause of a rare crash when transcoding and is only affecting a handful of machines. And if that is the case, Plex engineers will most likely chalk it up as a problem with the users machine and not Plex. Which is what they have done to my issue.

JDubbedN · Aug 2, 2023

zbook said:
Would like to monitor the computer first to see if software stress testing is necessary or unnecessary.

Software stress testing displaying pass (false negative) unfortunately may give computer users false confidence with computer hardware.

Okay. Will do and will report back.

JAM83 · Aug 2, 2023

I run a Plex Server on Windows 11 with no problem

Scannerman · Aug 12, 2023

You might be able to get additional help from these guys:

Level1Techs

We're just a bunch of nerds producing videos to share our knowledge!

bio.link

JDubbedN · Sep 20, 2023

@zbook

I apologize it has been some time. I know you were waiting on results of the computer being monitored for a week without Plex running. However, I couldn't find an ideal time to do that just yet.

However, I did install a dual boot on the computer in question. I installed a new Windows 11 Pro OS on it, ran the Windows updates and then installed Plex. I tried a couple videos and crashed the computer. Again, no blue screen, just a black screen as before. So it is doing the exact same thing as on the other OS on a fresh install. Which does give us more information to go off of and I believe tells me it is more hardware related. So I took the computer apart and replaced the thermal paste just in case. I also removed the wireless pci chip because for one I don't use it and 2 it was already unplugged to begin with. I guess the antenna wires weren't connected at manufacturing. I never used it so I never noticed it not working or showing up.

I checked for anything noticeable like scorch marks on the mobo and I didn't see anything visibly out of the ordinary. I also reseeded the CPU. I also tested with just 1 32GB RAM stick instead of having 2. Problem persisted.

I can replicate the issue every time by forcing a transcode. I check the temps with open hardware monitor and nothing is getting hot before the crash.

I am still getting the same event logs as when it crashed on the old OS. "Unexpected shut down..."

I plugged the computer directly into a wall socket instead of the UPS. Problem persisted. I am thinking maybe the power brick is bad and isn't supplying enough power? I might consider getting another one.

My next step is ordering new ram just to see what happens with another brand of ram. This time it'll be 2x 16gb ram total 32gb instead of 2x 32gb ram total 64. I am thinking maybe 64gb ram isn't supported by this computer even though the spec sheet says the CPU supports it.

Any other suggestions please let me know.

zbook · Sep 20, 2023

Please post a new V2 share link into the newest post.

JDubbedN · Sep 20, 2023

zbook said:
Please post a new V2 share link into the newest post.

I can't for the life of me find the edit button on my previous post so I could post the V2 log in it. But here is the link for the V2 log. HOMESERVER-(2023-09-20_17-50-21).zip

zbook · Sep 20, 2023

New Windows 11 installation on 09/19/2023.
Today is 09/20/23.

Within 27 hours:

a) 6 unexpected shutdowns and restarts
b) 2 live kernel dumps
c) No BSOD

How many were manual power offs?

1) Run: Tuneup plus > post a share link (tune up plus will turn off automatic restart so that it becomes very unlikely to miss a computer crash)

https://www.tenforums.com/attachments/bsod-crashes-debugging/360139d1645183596-batch-files-use-bsod-debugging-tuneup_plus_log.zip

Batch files for use in BSOD debugging - Windows 10 Help Forums

Information This thread is for use by the BSOD team to store batch files that can be used to collect additional data, fix settings or anything else that is useful in debugging BSOD problems in Windows 10. The way I see it working is the first

www.tenforums.com

2) Search for each live kernel dump > zip > post separate share links

Code:

LastWriteTime         Size (MB) FullName                                                     
-------------         --------- --------                                                     
9/19/2023 12:34:49 AM   2058.23 C:\Windows\LiveKernelReports\WATCHDOG-20230918-2234.dmp       
9/19/2023 12:34:49 AM      1.12 C:\Windows\LiveKernelReports\WATCHDOG\WATCHDOG-20230918-2234.dmp

Code:

Event[3271]
  Log Name: System
  Source: Microsoft-Windows-Kernel-Power
  Date: 2023-09-19T22:36:50.1490000Z
  Event ID: 41
  Task: N/A
  Level: Critical
  Opcode: Info  a
  Keyword: N/A
  User: S-1-5-18
  User Name: NT AUTHORITY\SYSTEM
  Computer: HomeServer
  Description:
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

Code:

Event[3247]
  Log Name: System
  Source: EventLog
  Date: 2023-09-20T17:48:29.3780000Z
  Event ID: 6008
  Task: N/A
  Level: Error
  Opcode: N/A
  Keyword: Classic,
  User: N/A
  User Name: N/A
  Computer: HomeServer
  Description:
The previous system shutdown at 10:34:07 PM on ?9/?19/?2023 was unexpected.

Code:

Event[3151]
  Log Name: System
  Source: Microsoft-Windows-Kernel-Power
  Date: 2023-09-19T22:26:57.5330000Z
  Event ID: 41
  Task: N/A
  Level: Critical
  Opcode: Info  a
  Keyword: N/A
  User: S-1-5-18
  User Name: NT AUTHORITY\SYSTEM
  Computer: HomeServer
  Description:
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

Code:

Event[3021]
  Log Name: System
  Source: Microsoft-Windows-Kernel-Power
  Date: 2023-09-19T21:12:09.8210000Z
  Event ID: 41
  Task: N/A
  Level: Critical
  Opcode: Info  a
  Keyword: N/A
  User: S-1-5-18
  User Name: NT AUTHORITY\SYSTEM
  Computer: HomeServer
  Description:
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

Code:

Event[2997]
  Log Name: System
  Source: EventLog
  Date: 2023-09-19T21:12:23.2150000Z
  Event ID: 6008
  Task: N/A
  Level: Error
  Opcode: N/A
  Keyword: Classic,
  User: N/A
  User Name: N/A
  Computer: HomeServer
  Description:
The previous system shutdown at 9:16:21 PM on ?9/?19/?2023 was unexpected.

Code:

Event[2893]
  Log Name: System
  Source: Microsoft-Windows-Kernel-Power
  Date: 2023-09-19T21:12:05.0560000Z
  Event ID: 41
  Task: N/A
  Level: Critical
  Opcode: Info  a
  Keyword: N/A
  User: S-1-5-18
  User Name: NT AUTHORITY\SYSTEM
  Computer: HomeServer
  Description:
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

Code:

Event[2869]
  Log Name: System
  Source: EventLog
  Date: 2023-09-19T21:12:21.0790000Z
  Event ID: 6008
  Task: N/A
  Level: Error
  Opcode: N/A
  Keyword: Classic,
  User: N/A
  User Name: N/A
  Computer: HomeServer
  Description:
The previous system shutdown at 9:06:47 PM on ?9/?19/?2023 was unexpected.

Code:

Event[2759]
  Log Name: System
  Source: Microsoft-Windows-Kernel-Power
  Date: 2023-09-19T19:15:31.0410000Z
  Event ID: 41
  Task: N/A
  Level: Critical
  Opcode: Info  a
  Keyword: N/A
  User: S-1-5-18
  User Name: NT AUTHORITY\SYSTEM
  Computer: HomeServer
  Description:
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

Code:

Event[2735]
  Log Name: System
  Source: EventLog
  Date: 2023-09-19T19:15:46.6310000Z
  Event ID: 6008
  Task: N/A
  Level: Error
  Opcode: N/A
  Keyword: Classic,
  User: N/A
  User Name: N/A
  Computer: HomeServer
  Description:
The previous system shutdown at 6:44:34 PM on ?9/?19/?2023 was unexpected.

JDubbedN · Sep 21, 2023

@zbook

Of the 6 unexpected shutdowns, as far as I can tell those were not manual but were the crashes that happened when Plex transcoded.

I ran Tuneup plus and it completed. Here is the link.

Tuneup_log 2023-09-21 at 01-03-52.zip

Please see links to both requested dumps.

WATCHDOG-20230918-2234.dmp

WATCHDOG-20230918-2234.dmp

zbook · Sep 21, 2023

Please zip the 2GB file before posting a share link.

Also run:

https://www.tenforums.com/attachments/bsod-crashes-debugging/358470d1643456903-batch-files-use-bsod-debugging-gather_additional_dump_files.bat

JDubbedN · Sep 21, 2023

zbook said:
Please zip the 2GB file before posting a share link.

Also run:

https://www.tenforums.com/attachments/bsod-crashes-debugging/358470d1643456903-batch-files-use-bsod-debugging-gather_additional_dump_files.bat

Sorry about that. New link for 2gb dump file WATCHDOG-20230918-2234.zip

Additional dump file using the gather additional dump file.bat. LiveKernel Reports 2023-09-21 (02-12-06).zip

zbook · Sep 21, 2023

There were no misbehaving drivers in the live kernel dump files.

To move forward consider a clean install after making backup images.

If there are event 41 and 6008 then troubleshoot hardware.

Read Shutdown Logs in Event Viewer in Windows

How to Read Shutdown and Restart Event Logs in Windows

www.tenforums.com

JDubbedN · Sep 21, 2023

zbook said:
To move forward consider a clean install after making backup images.

Does the fresh OS install using dual boot configuration not count as a clean install? The old OS is on one partition and the new OS is on a separate partition. I thought the new fresh OS would be a fresh start?

One of my last steps of hardware troubleshooting would be to replace the NVMe. I have a 120w power brick coming in to test which would allow me plenty of power and is an upgrade from the supplied brick. Along with the 16gbx2 ram kit. If problem persists after that the only other thing I can replace is the NVMe and CPU and at that point I would upgrade from the amd ryzen 7 pro 4750g to the ryzen 7 5700g which is supported by the latest bios firmware which I already installed a while back as a troubleshooting step in hoping it would fix the issue but didn't. The mobo also has an optional SSD cable I could use instead of an NVMe for testing in case something odd is wrong with the NVMe connector. If all that fails to fix the issue I guess mobo is bad.

zbook · Sep 21, 2023

It's another option to rule in / rule out problems.

Keep swap testing as you are to narrow down the malfunctioning component.

JDubbedN · Sep 24, 2023

It looks like it was the CPU this entire time. I replaced the AMD Ryzen 7 4750G Pro with an AMD Ryzen 7 5700G and problem has completely disappeared. Plex server has been transcoding all day from several different media files for 2 days now from several different users including myself without a single hiccup.

I've never come across a faulty CPU before. No tests would pickup on it that it was having issues. Windows logs only showed the unexpected shut down errors. It was all down to swapping out hardware and trial and error after months of diagnosing the software side of things.

That all being said, do you have experiencing with warrantying bad CPU's? The manufacturer, MinisForums, where I purchased the computer from won't return my emails. I've found out the hard way MiniForums isn't a place I'll be purchasing from again. Do you think AMD will do anything if I file a claim with them?

Scannerman · Sep 24, 2023

JDubbedN said:
It looks like it was the CPU this entire time. I replaced the AMD Ryzen 7 4750G Pro with an AMD Ryzen 7 5700G and problem has completely disappeared. Plex server has been transcoding all day from several different media files for 2 days now from several different users including myself without a single hiccup.

I've never come across a faulty CPU before. No tests would pickup on it that it was having issues. Windows logs only showed the unexpected shut down errors. It was all down to swapping out hardware and trial and error after months of diagnosing the software side of things.

That all being said, do you have experiencing with warrantying bad CPU's? The manufacturer, MinisForums, where I purchased the computer from won't return my emails. I've found out the hard way MiniForums isn't a place I'll be purchasing from again. Do you think AMD will do anything if I file a claim with them?

You can always try. I once had to return a faulty CPU to Intel and they did a remote with me and verified that the CPU was indeed faulty due to no fault of my own. They had to further verify when I sent it back to them but they eventually did replace it. I'm not so sure if AMD is so flexible but nothing ventured nothing gained.

Dru2 · Sep 24, 2023

JDubbedN said:
The manufacturer, MinisForums, where I purchased the computer from won't return my emails. I've found out the hard way MiniForums isn't a place I'll be purchasing from again. Do you think AMD will do anything if I file a claim with them?

Unfortunately, If you bought a pre-built PC from a vendor, the warranty falls with them to honor all parts contained within it.

That said, you can try as you never know, but I'd be surprised if AMD did warranty the item.

zbook · Sep 25, 2023

Nice swap testing.

That's great news that you've identified the malfunctioning CPU.

A stable computer is sufficient confirmation.

If you have free time, to further support an attempted Return Merchandise Authorization (RMA) or a possible AMD warranty the malfunctioning CPU can be tested in another computer.

Scannerman · Sep 25, 2023

zbook said:
Nice swap testing.

That's great news that you've identified the malfunctioning CPU.

A stable computer is sufficient confirmation.

If you have free time, to further support an attempted Return Merchandise Authorization (RMA) or a possible AMD warranty the malfunctioning CPU can be tested in another computer.

Good thinking. If the CPU can be tested on a different system board and if it produces the same results we can be pretty sure the problem is the CPU. A close examination of the pins would also be a good idea if that hasn't been mentioned yet. No harm in trying. Would be good to see to what extent AMD stands behind their product.