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Journeyman III
Journeyman III

Re: Radeon VII + AMD Radeon 2020 (19.12.x) causing PC to crash

I'd like to add that I am also having this issue with my R9 390 8GB

I tried rolling back to older drivers, even switching back to ReLive instead of whatever gimmicky name they've called the new bloatware and it didn't resolve the issue. Now I'm stuck doing a clean system install and hoping that the latest update hasn't fried my card.

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Adept I
Adept I

Re: Radeon VII + AMD Radeon 2020 (19.12.x) causing PC to crash

I got the well-known and infamous, broken-English, canned response from AMD that signals that they are not going to address the issue:

Your service request : SR #{ticketno:[8200926654]} has been reviewed and updated.

Response and Service Request History:

Thank you for your email. 

 I understand that you are noticing this issue on 2 different system with different drivers I suspect the issue with the potential hardware failure I suggest you to please contact the XFX and initiate the warranty.

Thanks for contacting AMD.

 

In order to update this service request, please respond without deleting or modifying the service request reference number in the email subject or in the email correspondence below.

Please Note: This service request will automatically close if we do not receive a response within 10 days and cannot be reopened.

If it is not feasible to respond within 10 days, feel free to open a new service request and reference this ticket for continued support.

Best regards,

Tarun

AMD Global Customer Care

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Adept I
Adept I

Re: Radeon VII + AMD Radeon 2020 (19.12.x) causing PC to crash

My Response:

This issue is impacting many users with many systems, with many different branded Radeon VII graphics cards.  The users are having the same experiences across the driver versions, regardless of system, or brand of card.  This has gone on too long.
Unless AMD's position is that that the Radeon VII itself is defective regardless of brand, this ticket must be escalated.   I am confident that the ball has been dropped on Radeon VII driver support, based on the poor quality of drivers we have seen this year.  However, this card is still the modern, 2019 flagship card from AMD, and must be supported as such.
All copies of correspondence with AMD on this topic are being posted publicly for posterity.
reference:

Radeon VII + AMD Radeon 2020 (19.12.x) causing ... | Community

Hi guys, Since upgrading to the new AMD Radeon 2020 (19.12.3) driver, my PC is very unstable. In most games a...

Eric.
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Adept I
Adept I

Re: Radeon VII + AMD Radeon 2020 (19.12.x) causing PC to crash

Tech support should also visit the AMD subreddit and see not only is the Radeon VII going down in flames, many with brand new 5700 and 5700 XTs are finding their cards highly unstable. Some are swearing to go back to that other companies GPUs. They are pretty angry. 

So all of these issues are hardware failures all at the same time the new drivers get released?

That was such a lazy response from support.  Doing an RMA is useless in this circumstance.  It's the drivers. It's very obvious and not something that can be brushed away as a small number of users with failing hardware. 

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Adept I
Adept I

Re: Radeon VII + AMD Radeon 2020 (19.12.x) causing PC to crash

Great answer from AMD... 

I also wrote to their support team, but haven't gotten an answer so far.

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Adept II
Adept II

Re: Radeon VII + AMD Radeon 2020 (19.12.x) causing PC to crash

I also contacted them with as much details as I possibly could. Even added dumps from Blue Screen Viewer. They can't just brush this off.

It's not the first time I contacted them however. The last time I was suffering a while from purple/yellow screens while in Windows. It was a wide-spread problem. Only ever reply I got back was bulls*** and they basically made me out for an idiot for not setting the display collours correctly. What...the... f....

It's like they don't want my money or something.

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Journeyman III
Journeyman III

Re: Radeon VII + AMD Radeon 2020 (19.12.x) causing PC to crash

I know right, they aren't even taking the issue seriously, instead just blaming customers and treating us as if we are all simpletons.

I'm almost due for a new card, I've been so happy with my R9 390 that I couldn't find value in upgrading. However AMD's response to this issue has me leaning to the green in future.

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Adept II
Adept II

Re: Radeon VII + AMD Radeon 2020 (19.12.x) causing PC to crash

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Adept II
Adept II

Re: Radeon VII + AMD Radeon 2020 (19.12.x) causing PC to crash

I got this answer back from contacting AMD:

Thank you for your email.

I understand that you are experiencing the issue regrading crashing with the latest drivers in your system  .

 I have reviewed your entire email thread as  you said you have performed all trouble steps but still you are experiencing  the same issue and also as you said by rolling back to  the previous driver version  your  system works fine .so I would suggest you to continue to use I while take this as a feedback and I will forward this to our internal team for further investigation please wait for next driver update .

Thanks for contacting AMD.

So I guess this means they're looking into it at least!

Let's hope they'll be able to reproduce and fix it.

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Adept I
Adept I

Re: Radeon VII + AMD Radeon 2020 (19.12.x) causing PC to crash

Short story, maybe try this and see if it helps:  https://www.amd.com/en/support/kb/faq/gpu-601 

I have an update.  I've been running through the event viewer on my system, and then pasting the error codes into google to see if anyone is getting the exact same problems.  All the critical errors had the word "Radeon" in the text.  Turns out there are other threads on this very site where people are experiencing similar problems, but they are further along in troubleshooting.  One of the suggestions was to use the AMD Cleanup Utility in safe mode, and then install the drivers.  https://www.amd.com/en/support/kb/faq/gpu-601 

My experience with this was that it removed everything AMD-related on my system.  Upon attempting to reinstall the drivers the system detected that I did not have a Radeon graphics card, then the system rebooted while auto-installing some core system drivers that had been deleted.  Then I ran the install program again, and it worked and rebooted.

First few reboots resulted in a 30 second hang before login screen, after that the system boots normally.

Performance of the 19.12.3 driver after all of this is that I have not experienced a full system crash yet, in several hours of using the machine.  However, after about 2 hours I start to get static in the audio which is resolved by rebooting the system.  So i've rebooted probably 5 times since i woke up this morning just so that I can continue binge-watching netflix .

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