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Heroes of the Storm DirectX problem

Question asked by l736x on Feb 11, 2018
Latest reply on Mar 14, 2018 by l736x

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

Outcomes