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  1. Communication History
  2. Staff Account Abrar via Email 12/07/2015 11:40 PM
  3. Hello Albin ,
  4.  
  5. We are grateful to have customers like you and it will always be our pleasure to assist you, and we would surely work on providing you better services in future as well
  6.  
  7. Shortly you will receive a survey email from NVIDIA. Please participate in this short survey and provide me your valuable feedback by rating my service on a scale of 1 - 10 (“10” is the best score and 1 is the least). I realize that your time is extremely valuable and I appreciate your feedback.
  8.  
  9. “Survey rating below 8 indicates your dissatisfaction over the assistance that you have received by me. If that's the case; please let me know and I shall fix it right away.”
  10.  
  11.  
  12. Please continue to post us, if you have any queries regarding our products and I will be more than happy to assist you
  13.  
  14. Warm Regards,
  15. NVIDIA Customer Care
  16.  
  17. Customer Albin Åberg via CSS Web 12/07/2015 11:02 PM
  18. It's okay, im grateful for your help. Yes you may!
  19. Staff Account Abrar via Email 12/07/2015 11:00 PM
  20. Hello Albin ,
  21.  
  22. You're welcome , Sorry , I wish we could have resolved the issue . ..is there anything else I may help you with or can I close the case from my end ?
  23.  
  24. I look forward to your reply.
  25.  
  26. Best Regards,
  27. Abrar
  28. NVIDIA Customer Care
  29.  
  30.  
  31.  
  32. Customer Albin Åberg via CSS Web 12/07/2015 10:59 PM
  33. I'll do that, thanks for the help
  34. Staff Account Abrar via Email 12/07/2015 10:58 PM
  35. Hello Albin ,
  36.  
  37.  
  38. Please test it on a different PC , you'd need to contact ASUS for warranty : http://www.asus.com/support
  39.  
  40. I look forward to your reply.
  41.  
  42. Best Regards,
  43. Abrar
  44. NVIDIA Customer Care
  45.  
  46.  
  47. Customer Albin Åberg via CSS Web 12/07/2015 10:57 PM
  48. Oh thanks anyway for the help, you have been really useful!
  49.  
  50. Asus is the manufucture, but how do i find the serial number and part number?
  51. Customer Albin Åberg via CSS Web 12/07/2015 10:52 PM
  52. Do you still want me to change PCI slot? Even if ive already changed it?
  53. Staff Account Abrar via Email 12/07/2015 10:52 PM
  54. Hello Albin ,
  55.  
  56. This seems to be a hardware issue.
  57.  
  58. If possible please try installing the card on a different PCI-E slot on the same computer or a different computer altogether to check if the same issue persists.
  59.  
  60. In case it does, I request you to get in touch with the card manufacturer, although NVIDIA manufactures the chipset for the card, the complete card is manufactured by our add-in partners ( EVGA, PNY, ASUS etc. ),As they would be providing you with warranty/repair or replacement options.
  61.  
  62. Please let me know the manufacturer of the card ( it would be mentioned on the card itself or the packaging ), if you are unable to find that information, please provide me with the Part number as well as the serial number of the card so that I could check for the manufacturer and provide you with their contact information.
  63.  
  64. I apologize for any inconvenience this issue might have caused you.
  65.  
  66. I look forward to your reply.
  67.  
  68. Best Regards,
  69. Abrar
  70. NVIDIA Customer Care
  71.  
  72.  
  73. Customer Albin Åberg via CSS Web 12/07/2015 10:37 PM
  74. Im on the other slot right now, i changed it the last time you told me to reseat it.
  75. Staff Account Abrar via Email 12/07/2015 10:34 PM
  76. Hello Albin ,
  77.  
  78. Please try unplugging and re seating the card on the motherboard's PCI-E slot and then try a reinstall of the drivers, if possible, please test the card on a different PCI-E slot .
  79.  
  80. I will look forward to your reply.
  81.  
  82. Best Regards,
  83. Abrar
  84. NVIDIA Customer Care
  85. Customer Albin Åberg via CSS Web 12/07/2015 10:31 PM
  86. The driver installed, then a warning message came up and said "Force driver reinstall" or something like that. And the problem still occurs.
  87.  
  88. File Attachement of new msinfo
  89. Staff Account Abrar via Email 12/07/2015 10:24 PM
  90. Hello Albin ,
  91.  
  92. Let us try a clean re installation of the drivers and see if that helps us ,
  93.  
  94. Please visit the link below to download the display driver:
  95.  
  96. http://www.nvidia.com/download/driverResults.aspx/96079/en-us
  97.  
  98. Go to Computer folder -> "C" Drive -> NVIDIA Folder -> Delete the folder completely.
  99.  
  100. NOTE: Please select Custom (Advanced) while installing the graphics drivers and on the next screen please place a check mark on perform a clean install
  101.  
  102. I will look forward to your reply.
  103.  
  104. Best Regards,
  105. Abrar
  106. NVIDIA Customer Care
  107.  
  108. Customer Albin Åberg via CSS Web 12/07/2015 10:23 PM
  109. Here it is
  110. Staff Account Abrar via Email 12/07/2015 09:58 PM
  111. Hello Albin ,
  112.  
  113. Please try re seating the card on the PCI-E slot and try reinstalling the drivers, Send me the system information file again please, after you have disabled the on board video adapter.
  114.  
  115.  
  116. I will look forward to your reply.
  117.  
  118. Best Regards,
  119. Abrar
  120. NVIDIA Customer Care
  121.  
  122. Customer Albin Åberg via CSS Web 12/07/2015 09:55 PM
  123. Ive disable it in BIOS. But still the same problem.
  124.  
  125. Device Status of Nvidia Geforce GTX 960:
  126. Windows has stopped this device because it has reported problems. (Code 43)
  127. Staff Account Abrar via Email 12/07/2015 09:45 PM
  128. Hello Albin ,
  129.  
  130. Thanks , A Picture would really help me , the on board should not be detected when you have a discrete card plugged in , would request you to disable the on board in the BIOS settings (contact the motherboard manufacturer for the steps ). This should help .
  131.  
  132.  
  133.  
  134. I will look forward to your reply.
  135.  
  136. Best Regards,
  137. Abrar
  138. NVIDIA Customer Care
  139.  
  140. Customer Albin Åberg via CSS Web 12/07/2015 09:38 PM
  141. Unfortunately i have lost my phone, but i double checked and my screen is connected to the graphic card. Not the mothercard.
  142. Customer Albin Åberg via CSS Web 12/07/2015 09:34 PM
  143. Also i am on forced 800x600 resolution even in desktop. The problem i thought was fixed wasnt fixed. After restarting the computer i had this again. But this time i got an blue screen upon starting which said:
  144. KERNEL_SECURITY_CHECK_FAILURE
  145. Staff Account Abrar via Email 12/07/2015 09:33 PM
  146. Hello Albin ,
  147.  
  148. The on board video adapter(Intel ) is detected, I suspect the root cause of the issue here is that there is a display connected to the on board video output of the motherboard, could you please send me a picture of the connectivity at the back of the PC please?
  149.  
  150. I will look forward to your reply.
  151.  
  152. Best Regards,
  153. Abrar
  154. NVIDIA Customer Care
  155. Customer Albin Åberg via CSS Web 12/07/2015 09:30 PM
  156. Here it is
  157. Customer Albin Åberg via CSS Web 12/07/2015 09:29 PM
  158. Here it is
  159. Staff Account Abrar via Email 12/07/2015 09:26 PM
  160. Hello Albin,
  161.  
  162. Please perform the following steps to send us the “msinfo32” (system configuration) file.
  163.  
  164. 1) Press Windows key + R .
  165.  
  166. 2) In this field, type in "msinfo32" and then press ENTER on your keyboard
  167.  
  168. 3) This will bring up the Microsoft System Information utility. With your mouse, left-click over the top menu bar and select "File" and then choose "Save".
  169.  
  170. 4) Give the file any name you wish and save it to any directory on your hard drive as long as you can remember the location afterwards.
  171.  
  172. 5) It will take about a minute or two for the file to be created. The default file extension for this newly created file is ".nfo".
  173.  
  174. 6) Attach the *.nfo file to this support request so that we may review your system configuration.
  175.  
  176. I will look forward to your reply.
  177.  
  178. Best Regards,
  179. Abrar
  180. NVIDIA Customer Care
  181.  
  182. Customer Albin Åberg via CSS Email 12/07/2015 09:19 PM
  183. Sorry for so many messages, but now i can't uninstall the driver because it just says i need to restart the computer. After restarting it says the same thing.
  184.  
  185. From: albin.aberg@outlook.com
  186. To: nvidia@mailca.custhelp.com
  187. Subject: RE: in game issues [Incident: 151207-000491]
  188. Date: Tue, 8 Dec 2015 06:04:47 +0100
  189.  
  190. I get this error when trying to open up the nvidia Control panel:
  191.  
  192. Faulting application name: nvcplui.exe, version: 8.1.800.0, time stamp: 0x55030b02
  193. Faulting module name:
  194. nvcplui.exe, version: 8.1.800.0, time stamp: 0x55030b02
  195. Exception code: 0x40000015
  196. Fault offset: 0x00000000001c86a5
  197. Faulting process id: 0x1654
  198. Faulting application start time: 0x01d13175b85611bf
  199. Faulting application path: C:\Program Files\NVIDIA Corporation\Control Panel Client\nvcplui.exe
  200. Faulting module path: C:\Program Files\NVIDIA Corporation\Control Panel Client\nvcplui.exe
  201. Report Id: 5429512d-4c10-456c-9633-6d85c23fe4d7
  202. Faulting package full name:
  203. Faulting package-relative
  204. application ID:
  205.  
  206. Im gonna try do a complete re install of the driver.
  207.  
  208. From: albin.aberg@outlook.com
  209. To: nvidia@mailca.custhelp.com
  210. Subject: RE: in game issues [Incident: 151207-000491]
  211. Date: Tue, 8 Dec 2015 06:01:25 +0100
  212.  
  213. The thing is i can't even start up the Nvidia Control Panel after installing it on the new Clean windows install. Also i have the issue still. I tried installing a older version of nvidia and the blue noise is gone but i still can't open up the Nvidia Control Panel.
  214.  
  215. Thanks beforehand.
  216.  
  217. From: nvidia@mailca.custhelp.com
  218. To: albin.aberg@outlook.com
  219. Date: Mon, 7 Dec 2015 20:34:10 -0800
  220. Subject: in game issues [Incident: 151207-000491]
  221. Customer Albin Åberg via CSS Email 12/07/2015 09:19 PM
  222. I get this error when trying to open up the nvidia Control panel:
  223.  
  224. Faulting application name: nvcplui.exe, version: 8.1.800.0, time stamp: 0x55030b02
  225. Faulting module name: nvcplui.exe, version: 8.1.800.0, time stamp: 0x55030b02
  226. Exception code: 0x40000015
  227. Fault offset: 0x00000000001c86a5
  228. Faulting process id: 0x1654
  229. Faulting application start time: 0x01d13175b85611bf
  230. Faulting application path: C:\Program Files\NVIDIA Corporation\Control Panel Client\nvcplui.exe
  231. Faulting module path:
  232. C:\Program Files\NVIDIA Corporation\Control Panel Client\nvcplui.exe
  233. Report Id: 5429512d-4c10-456c-9633-6d85c23fe4d7
  234. Faulting package full name:
  235. Faulting package-relative application ID:
  236.  
  237. Im gonna try do a complete re install of the driver.
  238.  
  239. From: albin.aberg@outlook.com
  240. To: nvidia@mailca.custhelp.com
  241. Subject: RE: in game issues [Incident: 151207-000491]
  242. Date: Tue, 8 Dec 2015 06:01:25 +0100
  243.  
  244. The thing is i can't even start up the Nvidia Control Panel after installing it on the new
  245. Clean windows install. Also i have the issue still. I tried installing a older version of nvidia and the blue noise is gone but i still can't open up the Nvidia Control Panel.
  246.  
  247. Thanks beforehand.
  248.  
  249. From: nvidia@mailca.custhelp.com
  250. To: albin.aberg@outlook.com
  251. Date: Mon, 7 Dec 2015 20:34:10 -0800
  252. Subject: in game issues [Incident: 151207-000491]
  253. Customer Albin Åberg via CSS Email 12/07/2015 09:19 PM
  254. The thing is i can't even start up the Nvidia Control Panel after installing it on the new Clean windows install. Also i have the issue still. I tried installing a older version of nvidia and the blue noise is gone but i still can't open up the Nvidia Control Panel.
  255.  
  256. Thanks beforehand.
  257. Staff Account Abrar via Email 12/07/2015 08:34 PM
  258. Hello Albin,
  259. Please send me the NVIDIA system information file
  260. 1. Open NVIDIA Control Panel.
  261. 2. Click on System Information towards the Bottom Left.
  262. 3. Click on SAVE and Save the file as a .txt file.
  263. 4. Attach the file and reply to me.
  264. I will look forward to your reply.
  265. Best Regards,
  266. Abrar
  267. NVIDIA Customer Care
  268. Chat Abrar via Chat 12/07/2015 08:34 PM
  269. [08:04:31 PM]Hi, my name is Abrar. How may I help you?
  270. [08:04:55 PM]Albin Åberg: Hello Abrar, let me take a minute to write down my problem.
  271. [08:05:13 PM]Abrar: Sure Albin
  272. [08:09:35 PM]Albin Åberg: I was playing Diablo 2 with a customized wrapper, to make it look better. And after i had been playing for 4-5 hours of it i had a weird crash and i had basicly a black screen but with blue "noise" over the screen. And now im forced with 800x600 resolution whenever i have the nvidia drivers installed + blue "noise" all over the Place.
  273.  
  274. The things ive done to fix this:
  275. Complete uninstall of Nvidia Drivers, didnt have any issue after this until i installed the drivers again.
  276. Re installed Windows, got the error again immedietly when i installed the drivers.
  277.  
  278. Also i got this error when trying to start up nvidia Control panel:
  279.  
  280. - System
  281.  
  282. - Provider
  283.  
  284. [ Name] Application Error
  285.  
  286. - EventID 1000
  287.  
  288. [ Qualifiers] 0
  289.  
  290. Level 2
  291.  
  292. Task 100
  293.  
  294. Keywords 0x80000000000000
  295.  
  296. - TimeCreated
  297.  
  298. [ SystemTime] 2015-12-08T03:48:49.000000000Z
  299.  
  300. EventRecordID 194
  301.  
  302. Channel Application
  303.  
  304. Computer DESKTOP-JAK27H0
  305.  
  306. Security
  307.  
  308.  
  309. - EventData
  310.  
  311. nvcplui.exe
  312. 8.1.850.0
  313. 5654b7af
  314. nvcplui.exe
  315. 8.1.850.0
  316. 5654b7af
  317. 40000015
  318. 00000000001cad29
  319. 12a8
  320. 01d1316b58bedd26
  321. C:\Program Files\NVIDIA Corporation\Control Panel Client\nvcplui.exe
  322. C:\Program Files\NVIDIA Corporation\Control Panel Client\nvcplui.exe
  323. feca14d0-6d81-4e41-9179-a0a19d11130c
  324. [08:10:18 PM]Albin Åberg: I got that message in the EventViewer
  325. [08:11:28 PM]Abrar: Sorry for any inconvenience you've been through, I'll try my best to help you with this .
  326. [08:11:35 PM]Abrar: Please send me the NVIDIA system information file 1. Open NVIDIA Control Panel. 2. Click on System Information towards the Bottom Left. 3. Click on SAVE and Save the file as a .txt file. 4. Attach the file and reply to me.
  327. [08:18:21 PM]Abrar: Albin ?
  328. [08:18:29 PM]Albin Åberg: Yeah
  329. [08:18:35 PM]Albin Åberg: I havent gotten a message yet
  330. [08:19:04 PM]Albin Åberg: If you have sent anything in response then would you please re-send it?
  331. [08:20:00 PM]Abrar: Please send me the NVIDIA system information file 1. Open NVIDIA Control Panel. 2. Click on System Information towards the Bottom Left. 3. Click on SAVE and Save the file as a .txt file. 4. Attach the file and reply to me.
  332. [08:20:38 PM]Albin Åberg: Abrar?
  333. [08:23:07 PM]Abrar: yes Albin .. are you getting my messages?
  334. [08:23:14 PM]Abrar: Please send me the NVIDIA system information file 1. Open NVIDIA Control Panel. 2. Click on System Information towards the Bottom Left. 3. Click on SAVE and Save the file as a .txt file. 4. Attach the file and reply to me.
  335. [08:26:42 PM]Albin Åberg: The only message ive gotten is the one you sent me when i got here and you asking if im here.
  336. [08:27:59 PM]Abrar: 1. Open NVIDIA Control Panel. 2. Click on System Information towards the Bottom Left. 3. Click on SAVE and Save the file as a .txt file. 4. Attach the file and reply to me.
  337. [08:30:12 PM]Albin Åberg: I still havent gotten anything,
  338. [08:30:33 PM]Albin Åberg: if you dont mind sending a response to my email instead i would really appreciate it.
  339. Thanks and bye.
  340. [08:30:36 PM]'Albin Åberg' disconnected ('Concluded by End-user').
  341. Additional Details
  342. Email Address
  343. albin.aberg@outlook.com
  344. ReferenceNumber
  345. 151207-000491
  346. NamedIDOptList
  347. Solved
  348. Created
  349. 12/07/2015 08:34 PM
  350. UpdatedTime
  351. 12/07/2015 11:40 PM
  352. ClosedTime
  353. 12/07/2015 11:40 PM
  354. ServiceProduct
  355. ⦁     GeForce graphics
  356. ServiceCategory
  357. ⦁     Troubleshooting
  358. FileAttachments
  359. File Type nfo help.nfo (1.26 MB)
  360. File Type nfo help.nfo (1.26 MB)
  361. File Type nfo help3.nfo (1.25 MB)
  362. File Type nfo help4.nfo (1.26 MB)
RAW Paste Data
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