Dear Customer,
Your service request : SR #{ticketno:[8200191761]} has been reviewed and updated.
Response and Service Request History:
Hello,
I understand you system is crashing or receiving irregular shapes/textures.
Lets try the following:
--=-- replace the card with another if possible - does the issue follow
--=-- try the card in another system if possible - does the issue follow
--=-- uninstall the drivers and update the drivers (http://www.ati.com/drivers)
Steps for a manual uninstall are at the bottom of this guide
Uninstall Steps =
http://support.amd.com/us/kbarticles/Pages/737-20561RemovingOldATISoftware.aspx
Installation Steps =
http://support.amd.com/us/kbarticles/Pages/737-20870HowtoInstallYourATIProduct.aspx
Installation Steps (Vista) =
http://support.amd.com/us/kbarticles/Pages/GPU-1-ATICatalystSuiteDriverWV.aspx
--=-- update motherboard chipset drivers
http://www.playtool.com/pages/chipsetdrivers/chipset.html
--=-- remove any USB devices
--=-- try a lower resolution
--=-- remove second display if you have one attached
--=-- try an older version of Catalyst Suite from the older drivers (try 8.2)
If the issue is resolved with a driver change, this sounds like an issue that needs to be addressed in future releases of our drivers and software. We have a form designed to assist troubleshooting and reproducing issues like this to resolve in updates. The form is located at http://support. amd.com/us/kbarticles/Pages/CatalystCrewFeedback.aspx For now, since we know the limitations of the problem, lets stay with the best workaround for now. If or when the issue will be resolved is unknown. Sorry for any inconveniences this may cause.
--=-- visually inspect the fan for speed and obstuctions
--=-- use MSCONFIG to run a clean boot
MSCONFIG is a tool we can use to target is a service or application is causing the problem. The idea is to remove third party items from start-up. If the issue doesn't happen we know one of those items removed was causing the problem. We will then systematically return some items until the issue returns.
1) From the Windows Taskbar, select "START" then "RUN" (Vista removed "RUN" by default, but Start Search will work as well. To get "RUN" to appear, right click on the Start button and select properties > Start Menu > Customize > Select [Run Command] > [OK] )
2) The Run dialog box will then open.
3) In the Open field type "MSCONFIG" and then select "OK".
4) The System Configuration Utility dialog box will launch.
5) Select the "Startup" tab.
6) The startup tab will list all applications that load on system startup.
7) Make a note of all the startup items that are checked. Once you documented all startup items, select the "Disable All" button.
8) Select the "Services" tab.
9) Place a check in the "Hide All Microsoft Services" box.
10) This will hide all Microsoft services and only list third party manufacturer services.
11) Make a note of all the non-Microsoft services that are checked.
12) Select the "Disable All" button. Doing this will uncheck all third party services.
13) Select "Apply" and then "OK".
14) Restart once prompted.
--=-- check if your system has a power supply powerful enough to run the device
--=-- go through our steps for general resolution
http:// support.amd.com/us/kbarticles/Pages/TroubleshootSlowPerformance.aspx
--=-- download MPS Reports Setup/Perf and run them:
XP = http://www.microsoft.com/downloads/details.aspx? FamilyID=CEBF3C7C-7CA5-408F-88B7-F9C79B7306C0&displaylang=en
1) Attach the CAB file to this ticket that it generates
2) the Cab file will be located C:\Windows\MPSReports\Setup\Reports\cab
Vista and run as administrator:
--=-- http://www.microsoft.com/downloads/details.aspx?familyid=00AD0EAC- 720F-4441-9EF6-EA9F657B5C2F&displaylang=en
1) Attach the CAB file to this ticket that it generates
2) the Cab file will be located C:\Windows\MPSReports\Setup\Reports\cab
--=-- Create a problem report:
http://support.amd.com/us/kbarticles/Pages/737-1696HowtoCreateaProblemReportinWindows.aspx
If the above steps show the card is at fault, submit a warranty replacement using
http://support.amd.com/us/kbarticles/Pages/737-19285Warranty ServiceRequest.aspx (must be a Built-By ATI device)
--=-- Partner devices go http://support.amd.com/us/partner/Pages/ SupportWarrantyServices.aspx
--=-- Everest Report
1) download -
http://www.softpedia.com/progDownload/Everest-Home-Edition-Download-16369.html
2) extract files and run application - everest.exe
3) select report > next > all pages > next > html > next >
4) save to file and attach document to this ticket
Manual uninstall drivers and software
--= As a reference a GUID is {055EE59D-217B-43A7-ABFF-507B966405D8} ==-
Try the following steps to remove and reinstall the software and drivers
1) Remove all ATI software from Programs and Features section (i.e. Catalyst Install Manager).
This includes:
- ATI Software Uninstall Utility
- ATI Catalyst Control Center
- ATI Decoder
- ATI Display Adapter
- Catalyst Media Center
- and so on
2) Go to registry and remove any ATI entries left under:
HKEY_LOCAL_MACHINE\Software and HKEY_CURRENT_USER\Software
HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Uninstall and look at each GUIDs display name for ATI entries remove the GUID if found. (NOTE - click on the first GUID/Long_Number in the list and use the arrow key on the keyboard to go to the next. Look at the right side DisplayName = ATI or something simular)
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products look at each GUID and the InstallProperties key, look at the Display Name for any ATI entry, if found remove the whole GUID.
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-21-61356107-1988573696-2098142674-6793\Products look at each GUID and the InstallProperties key, look at the Display Name for any ATI entry, if found remove the whole GUID
3) Exit Registry editor.
4) Go to Computer and select Organize and choose File and Folder options, Click the View tab. Make sure view hidden files and folder is checked.
5) Now browse to C:\Windows\INF and remove any OEM#.inf (ie OEM0.inf, OEM1.inf, OEM3.inf) and the corresponding OEM#.pnf files that reference ATI. You look only in the OEM#.inf file. The first few lines in the OEM#.inf file will say ATI if it is related to ATI otherwise, leave the file and prceed to the next one.
6) Next remove the C:\Program Files\ATI Multimedia Center folder and C:\Program Files\ATI Technologies folders if present.
7) Restart
8) Update Windows Installer 4.5:
http://www.microsoft.com/downloads/details.aspx?FamilyId=5A58B56F-60B6-4412-95B9-54D056D6F9F4&displaylang=en
When you are reinstalling the software and drivers, stop and disable any anti virus or simular application
9) Reinstall Catalyst Control Suite
NOT SUPPORTED STEP -- The changes are not supported by ATI and may cause adverse
effects to your system if you are unaware certain registry skills
--=--
http://www.microsoft.com/whdc/device/display/wddm_timeout.mspx
In order to update this service request, please respond, leaving the service request reference intact.
Best regards,
AMD Global Customer Care
I'll bring it a cold juice too..
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