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A tough problem... Computer crashing due to sound

Discussion in 'Sound Card' started by Alex Perseval, Nov 28, 2014.

  1. Alex Perseval

    Alex Perseval

    Joined:
    Nov 28, 2014
    Messages:
    2
    Operating System:
    Windows 8
    APOLOGIES IN ADVANCE THIS IS VERY LONG WINDED :) and for any spell mistakes, I do not have time to spell check all of that.

    Good evening all.

    Anybody who can help me with this is a genius in my eyes. I have never in my life had such a frustrating computer problem that just seems to be unsolvable. I'm hoping the issue is easily fixable, but first of all, I need to find the problem.

    Back in June 2014, I decided to buy my first gaming computer. I didn't (and still don't to some extent) know anything about gaming PCs, so as you do (though probably shouldn't) I browsed through Google after searching 'buy gaming pcs online'. I came across EBuyer and had a butchers at their not so very vast range of ready built gaming pcs.

    After purchasing the "PC Specialist Infinity Elite Gaming PC, AMD Quad Core A8 6600K 3.9GHz, 8GB RAM, 1TB HDD, DVDRW, AMD HD 8570D, 3Yr Warranty, Windows 8.1 64bit", I was really excited to get going and play my games. I used to use my laptop which really struggled. Along with the PC, I bought some speakers, a keyboard and a mouse. At the time, I couldn't afford a new monitor so I used the television (which wasn't being used) for the picture.

    Now to the problem...

    After setting everything up, installing a couple of games initially and a couple of updates, all of a sudden my system froze, made a horrible buzzing sound and then crashed. I thought nothing of it and restarted it until it happened again. Obviously it was a new system so I was annoyed because this sort of thing shouldn't be happening. I phoned up EBuyer and straight away they told me they can't do anything about it. They said to phone PC Specialist as they provide the servicing as part of my 3 year warranty, so they can fix any problems I have.

    I phoned PC Specialist and was put through to their call center, after speaking with one of their software guys he asked me to run a few tests including: Hardware Monitor, Valley Benchmark & Prime 95. He told me to unplug all hardware (keyboard, speakers, mouse) then to run these tests overnight to check for the temperature of the system, etc.. I did so, and luckily I woke up to see it hadn't crashed and the tests had completed but no errors had occurred. I phoned them back the next day and told them the system seemed to be in perfect working condition so he told me it is likely to be a hardware problem. He said I should trial and error each piece of hardware until hopefully I figure out what it is.

    After a while I worked out that when playing my games WITHOUT SPEAKERS plugged in that it hadn't crashed. There was no usual time frame of when the computer would crash with speakers (it ranged from 2 minutes - 4 hours at any time) but I had been playing my game (League of Legends) and a couple of others too for a good 6 hours minimum without a crash when I tried without speakers. I thought immediately that the speakers I had bought were faulty so I continued to play the rest of the night with sound by using my Apple iPod earphones. Five minutes later my system crashed...

    I phoned up the next day very angry and told PC Specialist that they've sent me a faulty PC because it won't allow any speakers plugged in otherwise it will crash. They requested a courier to my house who picked up my PC the next day so that they could test it their end and find the fault. One week later I get home from work and find my PC back in my hallway. I phoned them up immediately to see what they found. They said (not in these exact words but near enough):

    "Our testers sat and played the 3 main games which you play for 6 hours each time with sound and found no problems what so ever. We even tested it on YouTube with sound playing continuous videos and tested all of the software and hardware on your system and found no errors whatsoever."

    The guy then told me again it must be either something I had downloaded and installed which was causing it to crash or some of my hardware. I did a complete reboot of my computer and the first thing I did after re-installing windows was plug in my speakers and go on YouTube. My system then crashed almost immediately. This surely means it isn't a software problem. I then did the same thing again and go on YouTube but this time with my speakers unplugged. It still crashed... Hmm.

    I thought I would try something different. I then did this for a third time but not only did I leave my speakers unplugged, I disabled my speakers on the main playback devices menu. After playing YouTube videos for over 2 hours, nothing happened. Now we are getting somewhere.

    It was about early September when I figured this out, since then I have sent this back to PC Specialist 4 or 5 times and they still cannot find the fault. They have even (so they have told me) done a full rebuild of my computer and it is still crashing. But after a bit of experimentation and trial and error, I have figured out that I can leave my speakers plugged into my computer for as long as I like and it won't crash, as long as I have disabled them in the main playback devices menu. I have looked for this all across the internet and I'm yet to come across anyone else having this problem also.

    Why don't PC Specialist get the crash that I do? I thought perhaps I may have a faulty plug socket. But why would it only affect my PC when I enable the speakers? Anyway, I did move it into a different room completely to where it was originally and it still happened.

    Here are my main points:-

    I cannot return my PC to EBuyer. I tried to towards the end of July but they then told me there is a 28 day return policy. When I tried it had been about 31 days (so close).

    It baffles me that PC Specialist cannot find this fault their end and have no problems even slightly when they run my system with sound. What is different from my house to their office/warehouse?

    The crash ONLY occurs when my speakers are enabled.

    I have tried 6 different sound outputs. These are; My first monitor (Acoustic solutions television set through a HDMI cable), a brand new £120 Philips monitor bought especially for trial and error from PC World, Apple iPod earphones, Dr Dre headphones, A set of Logik speakers and a set of Wireless Bluetooth Sandstrom Speakers (I thought maybe it was the audio jacks causing the problem so I tried wireless and it still crashed).

    I don't know much about soundcards but according to the spec on the ebuyer website it is: On-Board 7.1 High Definition Audio.



    I've had this for 6 months now and I have to resort to playing all of my games without sound, which is ridiculously boring!

    If anybody can suggest anything, that would be absolutely amazing.

    Thank you.

    Alex.
     
  2. Plastic Nev

    Plastic Nev SUPER MODERATOR IN MEMORY

    Joined:
    May 2, 2009
    Messages:
    2,801
    Location:
    In front of a monitor in Blackburn Lanc's UK.
    Operating System:
    Windows 7
    Hi and welcome to Computer Help Forums.

    Indeed a long read, however in a nutshell, the problem appears to be when sound is enabled, without sound, no problem.
    You have tried at least two sets of speakers, you have also tried earphones.
    Correct me if I am wrong.

    Repair specialists report they have not seen any crashes or problems when they checked it out.
    You have basically tried everything I could think of so far.

    The only thing I can possibly come up with is the mains supply itself, somewhere either in the literature or on the case itself it should specify what the mains voltage should be and for the UK here the normal is 220-240 Volts.

    Is it possible to get an electrician to check the mains supply to your house as I actually suspect that it may be found to be outside of the specification, either too high or too low. Or a poor earthing system is also a possibility.

    I have heard of some area's mains in some odd remote places being as high as 255 Volts, or as low as 200 Volts. Also a poor mains earthing connection can be a part of the problem. It is about the only thing I can think of to explain why you have problems, yet at a specialists they can find nothing wrong.

    The only other way of proof would be if you have friends living outside of your area where you could take the entire set up and try it in their area of the country.

    One of our other tech staff may have an idea of something I might have missed so I leave it open.

    Nev.
     
  3. Rich M

    Rich M Guest

    Joined:
    Dec 24, 2013
    Messages:
    4,580
    Location:
    NE Pa USA
    Operating System:
    Windows 7
    Computer Brand or Motherboard:
    MSI Z97 PC Mate LGA 1150 Intel Z97
    CPU:
    Intel i7 4790K 4.0Ghz
    Memory:
    Corsair Vengeance 16GB (2x8GB) DDR3 2133
    Hard Drive:
    Crucial 256 Gb SSD+ WD Raptor 300 Gb Sata III
    Graphics Card:
    Radeon R9 280 2GB HDMI
    Power Supply:
    Seasonic 750 watt
    I agree that power should be checked and if you are using a power strip to plug into time to replace that or plug straight into the wall as well.
    I look at this another way in that whatever you are plugging in to and plugging in with is also suspect. Your mouse or keyboard could easily be shorting out especially if you have usb speakers and usb mouse and keyboard. Time to try Ps2 if possible as well as different usb devices and or speakers utilizing power vs usb. If had this unit here I would be trying everything with different devices until you strike a balance.
     
  4. Alex Perseval

    Alex Perseval

    Joined:
    Nov 28, 2014
    Messages:
    2
    Operating System:
    Windows 8
    I have tried 6 different sound outputs. These are; My first monitor (Acoustic solutions television set through a HDMI cable), a brand new £120 Philips monitor bought especially for trial and error from PC World, Apple iPod earphones, Dr Dre headphones, A set of Logik speakers and a set of Wireless Bluetooth Sandstrom Speakers (I thought maybe it was the audio jacks causing the problem so I tried wireless and it still crashed).

    I did think it could be the mains supply but why should that only be the issue when sound is enabled? If mains was the problem then surely it would be crashing my PC whether sound is on or off.

    Also, we have 3 other PCs running in my house constantly every day so I highly doubt it is anything to do with the electrics otherwise this would be a constant issue.

    Do you think perhaps it may be the sound card? I don't know much about how they work but its the only thing that makes sense to me. But then again, if it was the sound card, why don't PC Specialist have any problems whenever I send back my PC for them to test it?

    Odd.
     
  5. Rich M

    Rich M Guest

    Joined:
    Dec 24, 2013
    Messages:
    4,580
    Location:
    NE Pa USA
    Operating System:
    Windows 7
    Computer Brand or Motherboard:
    MSI Z97 PC Mate LGA 1150 Intel Z97
    CPU:
    Intel i7 4790K 4.0Ghz
    Memory:
    Corsair Vengeance 16GB (2x8GB) DDR3 2133
    Hard Drive:
    Crucial 256 Gb SSD+ WD Raptor 300 Gb Sata III
    Graphics Card:
    Radeon R9 280 2GB HDMI
    Power Supply:
    Seasonic 750 watt
    If the soundcard were the problem, the techs would have the same problem that's why it almost has to be something in your setup.
     
  6. Plastic Nev

    Plastic Nev SUPER MODERATOR IN MEMORY

    Joined:
    May 2, 2009
    Messages:
    2,801
    Location:
    In front of a monitor in Blackburn Lanc's UK.
    Operating System:
    Windows 7
    Hi, I would still get at least the power point you are using checked out, although other computers seem OK and possibly in other rooms, may just prove the mains voltage is actually OK, my thoughts now are a possibly poor or even disconnected earth connection in that room that it is in. If there is no earth connection to the computer, strange things can happen.
    However, to be sure, if possible do try it at some other location other than your house, if the problem persists in another location, we can then be sure it is the computer and the guys who supposedly checked it possibly didn't.

    Nev.
     
    allheart55 (Cindy E) likes this.

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