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
