Intel Core i7-7700K - Event 19, WHEA-Logger

[ÁGarc]

Hello,

I'm getting this error for about 200 times/hour, due to my investigation, this is a sign of unstable overclock, but I'm running with stock settings. I tried to disable adaptive vcore, and increasing manually by 0.100V but nothing helps.

The only way to get rid of the error, was disabling two cores.

The "IntelProcessor Diagnostic Tool" doesn't detect anything abnormal.

Log Name: SystemSource: Microsoft-Windows-WHEA-LoggerDate: 8/14/2017 12:59:14 PMEvent ID: 19

Task Category: None

Level: WarningKeywords: User: SERVICIO LOCALComputer: DESKTOP-UKT4K9U

Description:

A corrected hardware error has occurred.

Reported by component: Processor Core

Error Source: Corrected Machine Check

Error Type: Cache Hierarchy Error

Processor APIC ID: 4

The details view of this entry contains further information.

Event Xml:

http://schemas.microsoft.com/win/2004/08/events/event">

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[idata]

Hi anggartro: Thank you very much for joining the Intel® Processors communities. We are sorry to hear the PC is not working properly.

In order to try to fix this problem, the first thing to do will be a BIOS update to the latest version of the board, which is 1009:https://www.asus.com/us/Motherboards/ROG-MAXIMUS-IX-HERO/HelpDesk_Download/ https://www.asus.com/us/Motherboards/ROG-MAXIMUS-IX-HERO/HelpDesk_Download/If the problem persists after that, please try to re-install the chipset driver showing on that same link above. Any further questions, please let me know. Regards, Alberto R

[ÁGarc]

Hi Alberto, thanks for your fast response.

Updating the BIOS, was the first thing that I tried after IPDT, as you can see in the last screenshot, I'm using Ver.1009.

Also, re-installed Chipset and MEI Drivers:

Intel(R) Management Engine Components Ver. 11.7.0.1028

Intel(R) 200 Series Chipset Family LPC Controller (Z270) - A2C5 Ver. 10.1.1.44

My cooling solution requires taking all the stuff out for disassemble the CPU. Also, I don't have another CPU or motherboard for testing.

Kind regards.

[idata]

Hi anggartro: You are welcome. Thank you very much for letting us know that information.

At this point pretty much we tried all the troubleshoot steps that we recommend to try to fix this problem. Another option that we can try will be to re-install Windows from scratch just to rule out a possible problem with the operating system. Other than that the next thing to do now will be to replace the processor since the problem could be related to the unit itself.In order to do that, please get in contact directly with Intel:Chat support: http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat, For phone support, depending on your location, you will see the contact information on the links below:EMEA contact information: http://intel.ly/28QeAF3APAC contact information: http://intel.ly/1ITfjUFLAR contact information: http://intel.ly/29c0rW4North America: Phone Number 1-916-377-7000, Monday - Friday 7:00 AM to 5:00 PM (Pacific Time). Any questions, please let me know. Regards,Alberto R

[ÁGarc]

Hi,

My Windows installation is very recent, only drivers and few tools are installed. So I do not think that it will change anything.

If I have to replace the part. Which are the steps to follow? I'm from Spain.

What kind of information do you need? Invoices, S/N, test reports, etc.

A defective CPU it's very strange, never happened to me before.

Thanks for your help, regards.

[idata]

Hi anggartro: Thank you very much for providing that information, and yes, for a processor to get defective does not happen that often but there are some cases where the unit does not work properly.

In order to get the instructions you requested, please get in contact with Intel directly, an agent will provide all the details in regard to the replacement process. You can either use chat support or use the link below to call them and they will further assist you:EMEA contact information: http://intel.ly/28QeAF3 http://intel.ly/28QeAF3 Any questions, please let me know. Regards,Alberto R

[idata]

anggartro: I just wanted to check if the information posted previously was useful for you and if you were able to get in contact with Intel directly in Spain?

Any questions, please let me know. Regards,Alberto R

[ÁGarc]

Hi Alberto,

Thanks for your interest.

I didn't contact by phone. I've an opened case in support Helpdesk created by "Jive Intel Integration". I sent the required information, but still appears as "Waiting for Customer".

What should I do now? Close the case and open another one, wait for the response, or contact by phone.

Regards.

[Ronny_G_Intel]

Hi anggartro:

Whea errors are usually related to the following issues bellow:

- Overclocking

- Voltage regulation issues

- Power Supply issues

- Voltage regulator malfunction

- Damage due to power spikes

- Damage to the motherboard

- Incorrect processor voltage setting in the BIOS (or overclocking)

- Permanent motherboard or processor damage by prior overclocking

- Overheating caused by insufficient airflow

- Incorrect BIOS settings (BIOS configuring CPU, Memory or Voltages incorrectly)

- Defective CPU

- Damaged memory

This is on the hardware side but it could also be generated by corrupted software or damaged drivers, in other words, it could be anything, this error message is very generic, not a lot of help to troubleshoot.

If the system seems to be running fine but you are still getting this warnings I would recommend before you replace anything to logon in Safe Mode to see if the same issue occurs. This will help you determine if the problem is related to the operating system or hardware, if you clean the errors out and you see no warnings during operation while on Safe Mode then the issue may be software related (drivers).

I see that you already ran IPDT and you had no issues, I would recommend that you run any other third party such us Prime95 to stress the CPU. Again, if something such as Prime95 https://www.mersenne.org/download/ runs fine, I would doubt the issue is with the CPU, I have never tried to run it while in Safe Mode but this would be a great test.

If these tests run fine and you dont see the WHEA warning being logged in, I would go for a clean operating system deploy and I would pay attention if any driver or device added causes the issue.

If after all these testing you rule out the issue to a damaged processor then please give us a call or chat, here is the information to contact us: https://www.intel.com/content/www/us/en/support/contact-support/emea-contact.html we do not process warranty request through communities and depending on your Geographical Location requisites may be different.

I hope this helps.

Regards,

Ronny G

[ÁGarc]

Hi rguevara:

System is running at stock setting and using the latest BIOS, I know that checking for WHEA Errors is a great way to check system stability, after setting up an overclock; you think that your system is running fine, no crashes, hangs ups or BSODs, but those corrected errors are performance killers, so you have to increase Vcore or set lower multipliers.

I don't think that motherboard could be defective, since all warnings are corrected L1-Cache errors, always related with Core # 2 (ApicId: 4,5). Also run "MemTest86" without errors, this also discards RAM data transfer problems.

My system is only 6-Months old, never had a hang or BSOD, I suppose (correct me if I'm wrong) that L1 data transfers don't leave the CPU itself.

Here are the results of Prime95 in "Safe Mode" Torture Test: Blend. Can't run HWiNFO64.

There is no WHEA errors during "Safe Mode", but after reboot in "Normal Mode" WHEA-Logger reported 517 in the same second, so I think that "Event Viewer" service is not running in "Safe Mode" and those logs are recorded for latter showing.

Torture Test in "Normal Mode":

HWiNFO64 monitoring, peak temps during testing are quite high, but never got more than 70ºC while gaming, ambient temperature is around 29ºC.

I hope at least that our research would help other users, If there is nothing else to see, I will contact with EMEA support for a RMA.

Regards.

[ÁGarc]

Tested the same CPU in a brand new motherboard (ASUS PRIME Z270-P - BIOS Ver. 0807 (06/07/2017)) with minimal configuration, exactly the same issue.

Case is already in hands of Customer Support.

[Ronny_G_Intel]

Hi anggartro:

Thanks for your email and post to let me know the progression of this issue.

If you have any further issue now that you are talking directly to Customer Support please let me know and I will help.

Thanks,

Ronny G

[ÁGarc · Accepted solution]

Hello,

My CPU got replaced, no more errors or warnings since the new unit was installed.

Thank you for the services provided and the quick response from your staff.

Best regards,

Ángel García.