Freezing at Collecting System Info no matter what supposed solutions I've tried.

[Wesleypipes77]

I have uninstalled & reinstalled 3DMark, I've verified the file integrity, I've uninstalled futuremark system info, I've deactivated all other monitoring and antivirus software running. There is nothing running except Steam & 3DMark on my whole PC and STILL it freezes on "Collecting System Info".

What gives? This is extremely frustrating. I'm running a freshly reformatted PC with windows, all drivers etc up to date. I've run chkdsk & sfc scan both showing no issues.

[UL_Jarnis]

So do tests work if you disable systeminfo scan in options?

What kind of hardware you have? Is motherboard BIOS up to date? Does CPU-Z and GPU-Z standalone apps work normally on your system?

[Wesleypipes77]

Yes, if I disable systeminfo scan then they will work.

i5 4690k @ 3.5Ghz
24Gb DDR3 Ram
ASUS Sabertooth Z97 Mark 2 MB
MSI Geforce RTX 2080 Gaming X Trio

Bios is up to date, CPU-Z & GPU-Z both work normally as well as any other spec or monitoring software.

[Wesleypipes77]

Also if I close the program, Steam still registers it as running and systeminfo scanner & service stay active in the task manager. Even after I end those tasks manually Steam still registers 3DMark as running. Then, previously I haved closed Steam & uninstalled 3DMark but the 3DMark folder remains in the program directory and if I try to manually delete the remnants I get a message that they can't be deleted because the files are in use. I can only manually delete them after a system reboot.

[UL_Jarnis]

There is a SystemInfo diagnostic tool in the SystemInfo install folder under Program Files (x86)/Futuremark/Systeminfo

run this, FMSIDiag.exe, and it allows you to disable individual modules of the scanner (on the second tab) and to generate scanner logs (enable redirect on second tab)

Enable logging, run scan, check from the two log files that appear in SystemInfo install folder where it hangs when it does, then try to disable that module, repeat. Or email logs to [e-mail]

This would allow figuring out what exact bit is hanging.

Also may be worth checking that motherboard BIOS is up to date. I have seen a couple of other hangs with Z97 ASUS boards but those are yet to be fully figured out...

[Wesleypipes77]

Ok, I will run the scans. BIOS is definitely up to date, I flashed it about a week or so ago. Latest BIOS update on ASUS site was Apr 2018.

I will email the logs.

[Dredd]

Same here, was working this morning, upgraded to the Port Royal bench, and now hangs at system Info, I Also have an Asus MB Z-97k

[UL_Jarnis]

Originally posted by OldBaldGamer:

Same here, was working this morning, upgraded to the Port Royal bench, and now hangs at system Info, I Also have an Asus MB Z-97k

OP issue seems to be dead hard disk which hangs storage scan. Can you too do the steps for debugging this mentioned above and email the logs to [e-mail]

[Dredd]

Originally posted by UL_Jarnis:

Originally posted by OldBaldGamer:

Same here, was working this morning, upgraded to the Port Royal bench, and now hangs at system Info, I Also have an Asus MB Z-97k

OP issue seems to be dead hard disk which hangs storage scan. Can you too do the steps for debugging this mentioned above and email the logs to [e-mail]

My apologies, I fixed it by removing Graphics drivers with DDU and reinstalling them (418.81) then reinstalling 3DMARK

Thanks for the reply and the great benchmarks

[Wesleypipes77]

Just confirming the issue was a dead HDD if that helps anybody else. I disconnected the drive altogether and all is good system info check no longer hangs.

Thanks to UL_Jarnis for being active & helpful in the forum.

[UL_Jarnis]

All good. Not the first broken spinning drive found by SystemInfo scan. People tend to "forget" drives into their system that they hardly ever use and since SystemInfo reads your HDD models and capacities (mostly for the benefit of PCMark benchmarks) it has to wake them all up - if one is broken, Windows OS hangs at that point while the drive desperately retries to read data.

We tried to look into ways of fixing this so it would not hang, but we can't do much - it is a Windows system call hanging when a drive is failing & retrying. Usually the hangs are short and the scan still completes (after a delay) but in some cases it can be literally multiple minutes while the drive desperately tries to get itself working.

[Beer Belly Boomer]

I had the issue taking forever collecting system info. I reorganized my drives. I now have the windows drive on slot 0 on the motherboard and it loads real quick now.

[T-Error]

I'm having the same issue but I've already removed all drives except the Corsair MP600 1TB on which everything is installed. It is a fresh install of win10pro and it ran 3dmark successfully once. I also tried to reinstall it but no success. If I disable the systeminfo scan it loads a long time but it runs. My board is a MSI 570-A Pro with a Ryzen 3700x, 2x8GB GSkill DDR4-3600 Cl 15-15-15-35 and a XFX 5700XT Thicc III.
Edit1: I uninstalled the Corsair SSD toolbox and now the system scan is working but it takes a long time (ca. 5 minutes). Def. not working before. I waited for about 15 minutes.

[UL_Jarnis]

We know of an issue with AMD drivers and 5.26 SystemInfo on some systems. This causes the "5 minute scans" as it waits for a timeout.

Temporary workaround is to uninstall Futuremark SystemInfo, then install this older version:

https://benchmarks.ul.com/downloads/Futuremark_SystemInfo_v520_installer.msi

Or pray AMD gets their temperature sensor code to be less finicky in future drivers. Or that we can work around this issue in future updates to SystemInfo.

Edit: Also you can work around this issue by disabling Hardware Monitoring as then the problematic temp sensor is not read.

[kcwilsonii]

Same problem, eventually resolved by unplugging an external USB 3 1/2 inch floppy drive. I had read about somebody else having this problem and they had noted that the only new thing on their PC was a USB device. 3dmark tries to grab all your information when it starts and displays it on the screen below in 3 text boxes.. GPU, CPU and memory I think. This was not populating either. I unplugged the USB device and it updated these boxes about 10 secs later. Left it unplugged and no longer had any problem running 3dMark. I did several reboots as I was setting up my PC for overclocking and no problems as long as the external USB device was unplugged.

[UL_Jarnis]

Hang when detecting USB devices kinda suggests the device does something pretty odd. I know it works with a lenovo 3.5" USB drive we have in our test lab, so this is not a general issue with such drives, but there are millions of USB devices out there...