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Ask Michelle Your Own Question

Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 5248
Experience:  B.Sc. Computer Science with Honors
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My PC crashes occasionally, and it indicates the graphics card

Resolved Question:

My PC crashes occasionally, and it indicates the graphics card is a problem. Checked the temperature for the GPU = 80degrees C
Submitted: 2 years ago.
Category: Computer
Expert:  Michelle replied 2 years ago.
Michelle :

Hello. My name is ***** ***** I will be assisting you today.

Michelle :

let me know when you are ready.

Customer:

ready

Michelle :

How old is the computer.

Michelle :

what is the make and model number of the computer

Customer:

2012....asus cm6650

Customer:

hello?

Michelle :

please allow me a minute i am going through the configuration of the computer

Customer:

ok

Michelle :

thanks for you patience

Michelle :

are you using an additional video card or using the onboard display

Customer:

just using the one it came with

Michelle :

if you allow me a remote access i can check the settings and can run a diagnostic test to determine the cause and then we can come to a conclusion and fix it accordingly.

Customer:

NVidia ge GT 545

Customer:

ok

Michelle :

alright and can you tell me the error message you get occationally

Michelle :

are we still connected

Customer:

sorry..pc crashed again

Customer:

I get no error message.......screen just goes black

Michelle :

did you get a blue screen with error coded

Customer:

no

Customer:

just black

Michelle :

boot the computer in safe mode

Customer:

ok

Michelle :

push and hold down the power button it will shut down

Michelle :

Turn the computer on as it turn on and you see display on the screen immediately press the F8 for few times it will open windows advance menu use the arrow key to select safe mode and hit enter.

Michelle :

i see you are offline let me know when you will be back.

Customer: Got back on now
Customer: when I carried out the above action I didn't get the option for safe mode
Michelle :

are you chatting with me from the same computer which has the problem

Customer: This is my iPad, in case my PC crashes again
Michelle :

ok

Michelle :

turn the pc off completely

Michelle :

wait for 30 seconds

Customer: done
Michelle :

turn on the pc power and keep tapping on the F8 key couple of times

Customer: Ok, now come up with screen to select boot device
Michelle :

select hard disk

Michelle :

and then keep hitting F8

Customer: Ok...do I then select safe mode with networking?
Michelle :

correct

Michelle :

use the arrow key to select and hit enter

Customer: Done
Customer: Logging in now
Michelle :

once you are in windows screen let me know

Customer: There now
Michelle :

Click the Link above

1) Click Join
2) Click Run/OK/Yes/Allow if asked
3)Click Allow /Run/Ok if asked by Anti Virus
4)Let me know if there is any issue in connecting

Customer: I've tried to access to URL via my PC in safe mode with networking....it won't allow access and says to reboot!
Michelle :

no problem try this and let me know if this works

Customer: i also can' get my emails when in safe mode
Michelle :

http://tinyurl.com/boj43ag

Michelle :

I believe you are in safe mode with networking?

Customer: Yes I was
Michelle :

Then it should allow to install teamviewer

Customer: Just rebooring again
Michelle :

please try

Michelle :

ok

Customer: whi
Customer: I've tried exactly what you said, ie to press f8 repeatedly, but it now logs me straight into windows normal
Customer: Doing it now
Customer: Off
Michelle :

ok

Michelle :

wait for 30 seconds then turn it on

Customer: Completely off now
Customer: Ok
Michelle :

keep tapping the F8 repeatedly

Customer: Ok, got the boot device screen again
Michelle :

use the down arrow to select safe mode with networking

Michelle :

once selected then hit enter

Customer: ok, but need to select the drive first
Customer: Or enter setup
Michelle :

ok

Customer: Selected the drive and it took me straight in to normal windows
Customer: When starting up will f2 take me to safe mode?
Michelle :

as you select the drive keep hitting the F8 like you did last time need to be more faster.

Customer: Ok
Michelle :

F2 opens the bios setup screen we dont need that

Customer: Ok
Customer: Got it
Michelle :

ok

Michelle :

let me know once you are in windows screen

Customer: Ready now, and on line
Customer: Joining now
Michelle :

ok

Customer: have the application security warning screen
Michelle :

allow it to run

Customer: run?
Customer: ok
Michelle :

yes

Customer: connected
Michelle :

connecting now

Customer: ok
Michelle :

connected

Customer: noticed that the graphic card fan is not working
Michelle :

is the cover open

Customer: yes
Michelle :

give me a moment i am checking the card configs

Customer: ok
Michelle :

if the fan is not working there is something wrong with the card

Customer: Ok
Michelle :

do you have the drivers disk with you.

Michelle :

GeForce GT 545 GDDR5 driver disk

Customer: i can access internet, and Skype. But after a time it crashes
Customer: no it came with the pc
Michelle :

i know

Michelle :

no problem we can download it if required.

Customer: Ok
Michelle :

now follow these steps carefully.

Customer: ok
Michelle :

let me tell you this if the video cards fan is not working that leads to a system shutdown because the cpu chip on the card gets overheated and then fan which is meant to cool the cpu is not able to do so however it sends a message to the main cpu and that shut the power supply which is called smps (switching mode power supply) its controlled by the main cpu itself to avoid further damage to the motherboard cpu and Ram.

Michelle :

Steps to follow:

Michelle :

1. Shut the computer down and remove the power cable from the cpu box.

Customer: Ok
Michelle :

2. unplug the monitor from the back and remove the video card out from the motherboard

Customer: done
Michelle :

i hope you know how to remove the card

Michelle :

now move the fan and tell me of if it moves freely

Customer: fan moves freely
Michelle :

connect the monitor to the video port of the motherboard and dont connect the video card now

Michelle :

turn on the pc to normal windows mode and let me know once it boots to windows screen

Customer: nearly there
Michelle :

ok

Customer: ok done now
Michelle :

you are in windows screen now

Customer: yes. And have internet connection
Michelle :

reconnect please

Customer: Your already connected
Michelle :

let it be on and will observ if the pc shuts down

Customer: Ok
Michelle :

let it reboot to windows

Customer: ok
Customer: shall I sign in?
Customer: signing in
Customer: in windows
Customer: on internet and still connected
Customer: Hello?
Michelle :

sc_user7: do you do a lot of gaming or graphics work?
sc_user7: This is michelle on the remote chat screen
146.90.163.230: hi
146.90.163.230: yes I do a lot of webcam interviews
sc_user7: i have detected and identified the problem.
146.90.163.230: and few games
146.90.163.230: also video work
146.90.163.230: good
146.90.163.230: what is it
sc_user7: The problem is not the motherboard or the monitor its the video card which is getting overheated and the cpu processor is sending message to the smps to shut down power for further damage to the computer.
146.90.163.230: ok
sc_user7: if the video card is less then 1 year old you can get it replaced from the manufacturer.
146.90.163.230: ok
146.90.163.230: is it the whole card or the fan?
sc_user7: as it will be under warrraty and will be free of cost
sc_user7: the fan is controlled by the card chipset it can be a bad fan or it can ba a bad video chipset on the video card itself
146.90.163.230: ok
sc_user7: it cannot be repaired on a card level so they will replaced it with a new card
146.90.163.230: ok
sc_user7: work in this vga onboard video till you get the card replaced
146.90.163.230: ok
sc_user7: or you can give a try after an hour by installing the card and make sure the card sits on the motherboard slot inserted correctly and then try one more time and if the fan still not working then its the card which needs a repacement
sc_user7: please open justanswer main chat windows
146.90.163.230: ok
146.90.163.230: on here or ipad

Michelle :

is there anythign else i may assist you with.

Michelle :

I hope I've provided the information you were seeking. If you are happy with my service, effort and the Information you got, then provide a rating by clicking on the smiley below and if you have any question please feel free to ask.

Customer: no that's fine thank you....is there a follow up ?
Michelle :

yes you can from this same email from justanswer reply me and i will be happy to reply you back.

Customer: Ok. Thank up very much
Michelle :

Thank you for using justanswer service. Please dont forget to rate my level of service by selecting a smiley below and submit it to complete the rating system. You can follow up with me if you have more questions regarding this problem i will be more than happy to assist you.

Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 5248
Experience: B.Sc. Computer Science with Honors
Michelle and other Computer Specialists are ready to help you
Expert:  Michelle replied 2 years ago.
Thank you.

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