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l736x
Journeyman III

Heroes of the Storm DirectX problem

Dear Tech Support,

Here is my system:

AMD Graphic Card:

    AMD HD 7770

Desktop or Laptop System:

    HP Pavillion H9-1110ef (Desktop)

Operating System

    Windows 10 64bit updated

Driver version installed

    The problem showed up from early november 2017 to today, and I kept the drivers updated, so all the versions from Crimson 17.7.2 up to Adrenalin 18.2.1

Display Devices

    Benq GL2450HM, HDMI, 1920x1080 @60

Motherboard + Bios Revision

    Pegatron IPMMB-FM, Bios Version 8.21

CPU/APU

    Intel i5-3450

Power Supply Unit  Make, Model & Wattage

    Sorry, no idea ...

RAM

    8 GB

Issue:

I own an HP Pavillion H9-1110ef desktop with an AMD HD 7770 gpu.

After having played Heroes of the Storm (a MOBA, not the most demanding title out there!) for a couple of years, since more than three months now I've been having problems.

Quite regularly, a few minutes into a match, I am disconnected for a brief period (let's say from 2 to 10 seconds) and when the game comes back there are some graphical artifacts that make the game difficult to play.

In the worst cases the game client crashes and a couple of times I got a BSOD.

I already tried most of the troubleshooting suggested by blizzard:

- Updated the graphic drivers (several times in these three months)

- Scan and repair the game

- Tried Selective Startup

- System file checker

- ScanDisk

- Security scan

- Memory diagnostic tool

- Ran WinMTR: see result below

The relevant part of the game log is here and it points to a DirectX problem:

GFX  01:12:04.958 Resource Cache Texture: 950MB

GFX  01:12:04.958 Resource Cache Texture Used: 0MB

GFX  01:17:56.550 Focus Event. Changing to windowed.

GFX  01:17:57.576 Focus Event. Changing to fullscreen.

GFX  01:18:41.031 DirectX call  failed with error code -2005270523

GFX  01:18:41.032 PerfNotifier: [Render] [APIErrors] Occurrences [1] Peak [1.000000]

GFX  01:18:41.170 Attempting device reboot

GFX  01:18:41.680 Final device refCount is 0

GFX  01:18:41.680 Adapter "AMD Radeon HD 7700 Series" Vendor 0x4098 Device 0x4098

GFX  01:18:41.680 Adapter "Microsoft Basic Render Driver" Vendor 0x5140 Device 0x5140

GFX  01:18:41.680 Skipped adapter "Microsoft Basic Render Driver" because no ouputs

GFX  01:18:41.680 Attempting D3D11 device creation on "AMD Radeon HD 7700 Series"

GFX  01:18:41.698 Device creation success.

GFX  01:18:41.698 Setting up swap chain.

GFX  01:18:41.698 Trying fullscreen

GFX  01:18:41.753 Found matching display mode width: 1920 height: 1080 RRN: 60 RRD: 1

GFX  01:18:41.754 Resizing D3D11 swap chain (1920x1080)

GFX  01:18:41.958 Windows Timeout Detection and Recovery (TDR) detected!

GFX  01:18:42.278 Device reboot successful

GFX  01:18:44.426 PerfNotifier: [Render] [DeviceReboots] Occurrences [1] Peak [1.000000]

GFX  01:18:44.426 PerfNotifier: [ResourceCache] [Evicted] Occurrences [1] Peak [162.062500]

The graphic card is not overclocked.

I stress-tested it intensively and never got the slightest problem.

During the games the temperature does not exceed 65 degrees, while under stress test it reached and passed 75.

I tried to run with -dx9 but the problem persisted.

I tried to deactivate the windows blue light overlay ("night light") but again the problem persisted.

I tried to lower all the graphic settings to low. It takes longer but in the end the problem shows up again.

I also run a DxDiag and the interesting part seems this:

---------------

Diagnostics

---------------

Windows Error Reporting:

+++ WER0 +++:

Fault bucket LKD_0x141_Tdr:6_IMAGE_atikmpag.sys, type 0

Event Name: LiveKernelEvent

Response: Not available

Cab Id: 8ab84fb9-82fc-4088-b2bd-d7a186a7643e

Problem signature:

P1: 141

P2: ffffcc8766cee010

P3: fffff809b2d0ccec

P4: 0

P5: 2004

P6: 10_0_16299

P7: 0_0

P8: 768_1

P9:

P10:

+++ WER1 +++:

Fault bucket , type 0

Event Name: LiveKernelEvent

Response: Not available

Cab Id: 0

Problem signature:

P1: 141

P2: ffffcc8766cee010

P3: fffff809b2d0ccec

P4: 0

P5: 2004

P6: 10_0_16299

P7: 0_0

P8: 768_1

P9:

P10:

+++ WER2 +++:

Fault bucket 2215936887271652712, type 5

Event Name: BEX64

Response: Not available

Cab Id: 0

Problem signature:

P1: RadeonSettings.exe

P2: 10.1.2.1703

P3: 5a287154

P4: StackHash_ac46

P5: 0.0.0.0

P6: 00000000

P7: PCH_68_FROM_ntdll+0x00000000000A09C4

P8: c0000005

P9: 0000000000000008

P10:

More content can be found in the original thread on the Blizzard forum:

https://us.battle.net/forums/en/heroes/topic/20761067675

(Notice that the Blizzard support suggested posting on this forum.)

Thanks in advance for your help!

Cheers

3 Replies
l736x
Journeyman III

I'm sorry to bother again, it would be really nice if somebody could have a look at my issue.

Cheers

mateuscosta
Journeyman III

Same here mate and also on HOTS the problem, lots of artifacts on the screen. I often have to restart the pc because of that. Tried old and new drivers from AMD. Plus, my win 11 is up to date.

Tried to add the DxDiag but no room to paste here

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mateuscosta
Journeyman III

mateuscosta_0-1670616429826.pngmateuscosta_1-1670616440761.png

 

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