Stuck at "Collecting System Info" - Fix

[Natt]

I was struggling with this problem for a long time, googling to seemingly no avail.

However I finally found something that worked for me so posting here in case others have the same issue.

On launch it checks your storage (disks) and sometimes if there are issues with it it will hang.

In my case, for some reason my audio device (an SMSL speaker amplifier) connected via USB was registered as "BR21 DEVICE V1.00 USB" under my disks, with a drive letter and everything but no media. Googling this, it seems like some other devices such as Edifier speakers or even Bluetooth dongles from China tend to also cause this.

Right clicking it -> properties -> driver -> disable device to turn it off (my amp still works with this done) and now system info is properly collected.

Hope this helps someone out there now or some time down the line.

[smaciver]

Thank you for this. Saved me from a long fight.

[Consuela]

That'a absolute nonsense.

I am having this issue now. In a million years would I not have found this solution. Nor would I have sat there for hours trying to trouble shoot an issue that their insufficient coding hasn't accounted for.

I do not have the same causes as you. I don't know what it could be, and I do not want to investigate for the next several hours why their software is non functioning.

This is supposed to load some 3d scenes and measure the frame rate. Any software can do this, except the one I paid for.

it's too susceptible to malfunction. Load the scene, measure the frame rate. They complicated it because they feel they have a reason to.

[UL_Jarnis]

The problem is complex and we do not have an easy solution or we would've done it already.

SystemInfo component figures out a lot of information about the hardware configuration. One of these is querying for storage device information, which had an issue on the system of the original poster in this thread. Unfortunately the Windows system call we are using simply hangs until the device finally answers. We do have a timeout (set at 60 seconds) at which point SystemInfo scan gives up and proceeds, with hardware information missing. And yes, this would reoccur after UI is open and you start the actual run as the scan happens twice - once to populate UI information about the hardware and once at the start of the test to verify no settings changes have occurred after UI opened. Normally this scan takes less than 15 seconds but if there is an issue with the hardware, it can take up to 60s + 60s.

If the scan does not complete in 60 seconds, that is caused by OS/driver level hang or very odd conflict with a third party application that also does hardware scans/monitoring.

We're happy to help investigate any (rare) issues like this and find out what the cause is. Contact us here:

https://support.benchmarks.ul.com/support/tickets/new

Note that if you want, you can disable SystemInfo scan in options or simply uninstall Futuremark SystemInfo from Windows programs and use the program without it. You will get your framerates and scores. However, all hardware information will be missing and result will not be possible to be validated.

The vast majority of 3DMark runs on the vast majority of systems out there work perfectly fine. Issues like this are quite rare. Known reasons include:

* System has a faulty hard disk, causing the storage scan to hang

* System has an otherwise poorly implemented storage device (some odd USB storage devices or memory card readers) that also hang when queried by Windows system calls

* System has an outdated BIOS with known bugs that cause a hang on CPUID scan

* System has an outdated iGPU driver (which matters even if you run with dGPU) that causes GPU scan side to crash. Or iGPU is disabled in device manager and not in BIOS, which can cause oddball issues (again due to how drivers work in this situation)

* System has a third party (usually outdated) hardware monitoring/scanning utility that conflicts with our components. Our bits are explicitly done to pause and wait if someone else is accessing low level hardware details to avoid any risk of bluescreens. If the other piece of software just keeps reserving the low level hardware access, this can cause a hang until timeout is hit. All known causes like this are resolved by updating the other application to latest version. Includes old versions of iCUE, NZXT CAM and few others like that.

[Android994]

Same issue here. Collecting system info works properly when starting 3D Mark, but will hang indefinitely when trying to run a benchmark. I left it for several hours and by the time i got back, Time Spy still hadn't launched as it was stuck on "Collecting System Info."

[AxxMnn]

Had the same issue for months on a new build, just wouldn't pass the Collecting System Info on any of the bench tests. Came home from work today to find it had downloaded an update, and it just worked, nothing changed on my end other than the update. Guess they finally found the problem... at least the one that was preventing me from running it.

[Android994]

Originally posted by AxxMnn:

Had the same issue for months on a new build, just wouldn't pass the Collecting System Info on any of the bench tests. Came home from work today to find it had downloaded an update, and it just worked, nothing changed on my end other than the update. Guess they finally found the problem... at least the one that was preventing me from running it.

Still not working for me, unfortunately.

[Ianradtan]

this works! thx!