Problem with New PC. Random black screen and keyboard and mouse off too

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Darren Bruce

Darren Bruce

PCHF Member
Mar 22, 2024
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Hello

I just purchased a new PC and Im experiencing a worrying issue. Its happened approx 6 times now in space of 3 days and 5 of those were whilst gaming however Im sure its happened just browsing too. The screen will go black and the mouse and keyboard will switch off as if the whole system has died however the PC unit itself will still be running. It wont come back on unless I hold down the power button and hard reboot the machine.

Ive posted the PC specs below and I "beleive" the drivers are updated. I say believe because the system came with some software called Gigabyte control centre and I installed the AM5 driver update through that along with all other updates it said I needed. I actually think that's when issue started but hadnt really used PC before that so cant be sure.
However I then go to the AMD website and select A620 Drivers and Support and it runs a Win 11 search of my machine I select download of chipset software and it says I need 5 drivers, I install them and restart PC, go to same place, do same thing and it says I need them again and im in a loop where I have logs saying they are installed and yet still says I need. This may be a red herring but PLEEEASE can someone help

MB: AM5 A620
GPU: 4070 Super
RAM: 32GB Corsair Vengence DDR5 6000mhz
CPU: AMD Ryzen 7 7700X 8-Core Processor
PSU: 800w CIT pro 80+ Bronze
 
Hello

Is this pc still under warranty ? If so if you go inside the pc it will void the warranty .... so you know .

More than likely it is the psu.. Gaming requires a a hefty psu and if you go this route you will need to get a gold standard psu with at least a 5 year warranty..

I will tag a member for more help.. @phillpower2
 
Hi

Yes the PC is under warranty and the shop Ive bought it from have been wonderful in trying to help remotely and have offered to look at it if I send it back but I hoped to maybe fix myself and save that. That said, if its the PSU perhaps I should ask for a better PSU and say I'll pay the difference?
 
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Just before I send the shop my request can I just check if the following my evidence anything? I see in Event Viewer a Critical error at the time of last crash and same time as others. It says

Kernel Power Critical Error 41​

However I cannot tell if the crash is generating that OR its being generated because I have to hard reboot the PC when crash occurs (ie I hold down power button so may be a red herring)

I use HWMonitor to monitor my hardware although not sure what Im looking at :) Do the following voltages look ok?

1711553482736.png
 
Darren Bruce said:
I just purchased a new PC
Click to expand...

Can I ask if this was purchased pre assembled or did you purchase the parts and assemble them yourself etc.

Darren Bruce said:
Kernel Power Critical Error 41
Click to expand...

That is a typical error caused by having a PSU that costs less than £50 but a GPU that costs circa £600.


Darren Bruce said:
RAM: 32GB Corsair Vengence DDR5 6000mhz
CPU: AMD Ryzen 7 7700X 8-Core Processor
Click to expand...

The RAM is not appropriate for your CPU, AMD state here up to 5200MHz/MT/s and if you have EXPO/XMP enabled the RAM will get auto OCd past what the CPU can handle and the PC will become unstable.
 
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