Stuck at collecting system info

[shermanc999]

brand new build with ASUS ROG z690e + 13900k + RTX4090 + W11 Pro. 3DMark does not start and freezes at collecting system info. Have been uninstalling and reinstalling many times but no luck

[rhylos]

Had get stuck in the past when OC RAM.

[acare84]

Same for me.

[UL_Jarnis]

Already replied to another thread with exact same title.

https://steamcommunity.com/app/223850/discussions/0/6953050670792681130/

I can take a look at the logs but need you to email us.

Also one user who had this issue on Asus system cleared it by closing Asus AI Suite 3. We could not reproduce this on the Asus motherboard based systems in our test lab, but it is worth trying.

The component that seems to sometimes hang is CPUID, so CPU-Z. If you are seeing same hang at startup of CPU-Z I would recommend reporting about it directly to CPU-Z developer

https://www.cpuid.com/contact.html

Any fixes he would make to cure this would then get also incorporated into Futuremark SystemInfo

[acare84]

CPU-Z is working fine for me. And I don't have ASUS AI Suite 3 installed. I will write an e-mail.

[CJones]

Yep, I'm getting this too.

I haven't tried running 3D Mark in years, but it always worked fine with my GTX 970. I just bought an RTX 4070 and wanted to see what difference it made. I try to run Time Spy and it just sits there "Collecting System Info". Waited for about 5 minutes before giving up.

RTX 4070
Ryzen 5 3600
Windows 10

I do have an ASUS motherboard, but I don't use AI Suite.

CPU-Z does work (though I could swear it takes longer to start up than it used to)

[CJones]

Origineel geplaatst door UL_Jarnis:

I can take a look at the logs but need you to email us.

Tell me where the log is and where to send it and I will.

[UL_Jarnis]

There are a bunch of steps and I have full guide with images ready in our support system to be sent. I cannot easily post images in Steam forums.

But otherwise an update to this: We now have a good idea what is causing these hangs and hope to have a SystemInfo update to fix these early next week. In the meanwhile as a workaround, if you using any kind of other hardware monitoring utility (hwinfo, for example, but effectively anything else that may monitor clock speeds/temps), try closing those. The conflict appears to be related to SystemInfo scan doing CPUID component and initializing hardware monitoring component, and that initialization can hang if you have another "competing" hardware monitoring utility running.

[shermanc999]

the application ran normally for a few days and the situation suddenly appears again today. All i did today was rearranging partitions within my hard drive and this has changed the driver letter when 3dmark has been installed. I have tried to uninstall and reinstall it but no luck at all. System information is not properly captured in the UI

[CJones]

Origineel geplaatst door shermanc999:

the application ran normally for a few days and the situation suddenly appears again today. All i did today was rearranging partitions within my hard drive and this has changed the driver letter when 3dmark has been installed. I have tried to uninstall and reinstall it but no luck at all. System information is not properly captured in the UI

That's interesting. I've also rearranged my drives since the last time I installed 3DMark. My drive letters no longer correspond to the same drives they did in the past.

[shermanc999]

besides, i don't have any sysinfo monitoring software running alongside 3dmark

[shermanc999]

since i m using an asus motherboard, i have armour crate installed with rgb lighting effects

[UL_Jarnis]

Update on this issue: We have a potential fix that has worked for several people on hand and expect to release a SystemInfo update in the next day or two that hopefully fixes this. This appears to be some kind of odd conflict when SystemInfo initializes the hardware monitoring component during startup scan on some new hardware if a "competing" hardware monitoring utility like HWInfo for example is present.

[CJones]

I sent you my logs anyway, just in case it helps.

[shermanc999]

do you mean I have to remove those CPU-z and hwinfo? usually i do not start those application or they work in the background

[CJones]

I just heard back from support. In my case it is an issue with my drives. What I suspect happened is that I reinstalled Windows on my SSD, changing the drive letters in the process, but my EFI partition is still on the old mechanical HDD. So the hardware boots from one drive but Windows boots from another. I also have an entire extra copy of Windows still on the HDD. I just don't use it.

I'm trying to figure out how to move the boot sector without having to delete anything, if possible. I had a feeling my wonky setup would bite me in the ass someday.