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Laptop freezing cant seem to find out why


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#1 Shock710

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Posted 07 July 2016 - 08:27 AM

So i've been using the same laptop for over 5 years now, so this might just because its pretty old now. 

 

Lately its being freezing and acting very slow at a certain point which than forces me to force shutdown. 

It originally started to happen only while on chrome, i had some idea that it was an extension (adblock) causing it so i just removed it, however it kept happening still i believed it was chrome related and thus switched to firefox.

One morning i opened my laptop to the ever looping repair screen, i made a windows 10 usb and got into command prompt to use chkdsk and while it did discover a couple of bad clusters (within chrome) it seemed to have fixed the problem. So i go back to using chrome

Fast forward couple of days, computer just starts freezing, so i go looking for solutions

 

I tried disabling the battery saving option, in power options, 

run malware scans, and window defender in hopes of catching something, both come up clean

update all drivers, from printer, audio, display adapter and graphics driver (but i notice nvidia g-force experience isnt working properly so i uninstall it, reinstall and try to update to the latest but the computer hangs without fail trying to do it forcing a shutdown)

disable dynamic ticking thing through cmdpromt (suggested by someone windows forums) didnt work

use event viewer to see what is causing the hang or crashs

 

Find a bunch of errors relating to cvkdsk some visualisation thing, i disable it and after much fiddling trying to resolve all the errors, i notice that they dont seem to be the cause of the freeze as the timestamps dont lineup correctly. 

 

 

I've attached the sysnative file zip, however its worth noting while it in the middle of it my computer froze and crashed and the perfmon report.

 

Laptop

Windows 10, orginally windows 7 which came with the laptop

 

Now i have no idea what to do, im even typing this up on another computer because my laptop couldnt make it past the verification step

 

My computer:

Manufacturer: ASUSTeK Computer Inc.

Processor: Intel® Core(M) i7-2670QM CPU @ 2.20GHz 2.2GHz

Installed memory (RAM): 8.00 GB (7.78GB usable)

System type: 64-bit Operating system, x64-based processor

Windows edition: Windows 10 home.

Attached Files


Edited by Shock710, 07 July 2016 - 10:16 PM.


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#2 usasma

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Posted 08 July 2016 - 02:00 PM

CHKDSK checks the file system on the hard drive.

A hard drive can be physically failing and still pass CHKDSK.

Please start with these free hardware diagnostics:  http://www.carrona.org/hwdiag.html

Start with the hard drive diagnostics please.

 

Your UEFI/BIOS (version K53SD.202) dates from 2011.  Please check at the manufacturer's website to see if there are any UEFI/BIOS updates available for your system.  If you are able to install the update through Windows (without booting from an external drive), then go ahead and update it.  WARNING - if the computer might shut down during this procedure, please don't do it, as this may physically damage the computer and prevent it from booting.

Although you appear to have a reasonable number of Windows Update hotfixes for this version of your OS, please double check for any new Windows Updates.  It only takes one update to cause a problem, so it's essential that you have all of them.  The actual number is not important.  Rather it's important that you checked manually, installed any available updates, and didn't experience any errors when checking or updating.

The MSINFO32.nfo file won't open.  Please:

 

MSINFO32:
Please go to Start and type in "msinfo32.exe" (without the quotes) and press Enter
Save the report as an .nfo file, then zip up the .nfo file and upload/attach the .zip file with your next post.
Also, save a copy as a .txt file and include it also (it's much more difficult to read, but we have greater success in getting the info from it).

If you're having difficulties with the format, please open an elevated (Run as administrator) Command Prompt and type (or copy/paste) "msinfo32 /nfo %USERPROFILE%\Desktop\TEST.NFO" (without the quotes) and press Enter.  Then navigate to Desktop to retrieve the TEST.NFO file.  If you have difficulties with making this work, please post back.  Then zip up the .nfo file and upload/attach the .zip file with your next post.

 

The memory dumps from April and June blame PLTGC.sys - a driver for your C-Media USB Audio Device

Please:

- uninstall the software for this device.

- physically remove the device from your system

- test and see if this stops the freezing.

 

In the event that none of this points out the cause of the problem, please run Driver Verifier according to these instructions:  http://www.carrona.org/verifier.html

 

Analysis:

The following is for information purposes only. The following information contains the relevant information from the blue screen analysis:

**************************Thu Jun  2 22:38:34.420 2016 (UTC - 4:00)**************************
Loading Dump File [C:\Users\john\SysnativeBSODApps\060316-19656-01.dmp]
Windows 10 Kernel Version 10586 MP (8 procs) Free x64
Built by: 10586.306.amd64fre.th2_release_sec.160422-1850
System Uptime:6 days 15:23:31.172
*** ERROR: Module load completed but symbols could not be loaded for mssmbios.sys
*** WARNING: Unable to verify timestamp for PLTGC.sys
*** ERROR: Module load completed but symbols could not be loaded for PLTGC.sys
Probably caused by :PLTGC.sys ( PLTGC+2a8f0 )
BugCheck 133, {0, 501, 500, 0}
BugCheck Info: DPC_WATCHDOG_VIOLATION (133)
Arguments:
Arg1: 0000000000000000, A single DPC or ISR exceeded its time allotment. The offending
    component can usually be identified with a stack trace.
Arg2: 0000000000000501, The DPC time count (in ticks).
Arg3: 0000000000000500, The DPC time allotment (in ticks).
Arg4: 0000000000000000
BUGCHECK_STR:  0x133
DEFAULT_BUCKET_ID:  WIN8_DRIVER_FAULT
PROCESS_NAME:  svchost.exe
FAILURE_BUCKET_ID: 0x133_DPC_PLTGC!Unknown_Function
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
**************************Sun Apr 17 21:22:51.577 2016 (UTC - 4:00)**************************
Loading Dump File [C:\Users\john\SysnativeBSODApps\041816-28578-01.dmp]
Windows 10 Kernel Version 10586 MP (8 procs) Free x64
Built by: 10586.212.amd64fre.th2_release_sec.160328-1908
System Uptime:3 days 20:19:56.328
*** ERROR: Module load completed but symbols could not be loaded for mssmbios.sys
*** WARNING: Unable to verify timestamp for PLTGC.sys
*** ERROR: Module load completed but symbols could not be loaded for PLTGC.sys
Probably caused by :PLTGC.sys ( PLTGC+29397 )
BugCheck 133, {0, 501, 500, 0}
BugCheck Info: DPC_WATCHDOG_VIOLATION (133)
Arguments:
Arg1: 0000000000000000, A single DPC or ISR exceeded its time allotment. The offending
    component can usually be identified with a stack trace.
Arg2: 0000000000000501, The DPC time count (in ticks).
Arg3: 0000000000000500, The DPC time allotment (in ticks).
Arg4: 0000000000000000
BUGCHECK_STR:  0x133
DEFAULT_BUCKET_ID:  WIN8_DRIVER_FAULT
PROCESS_NAME:  SearchIndexer.
FAILURE_BUCKET_ID: 0x133_DPC_PLTGC!Unknown_Function
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``




3rd Party Drivers:

The following is for information purposes only. My recommendations were given above. The drivers that follow belong to software or devices that were not developed by Microsoft.  You can find links to the driver information and where to update the drivers in the section after the code box:

**************************Thu Jun  2 22:38:34.420 2016 (UTC - 4:00)**************************
ASMMAP64.sys                Thu Jul  2 05:13:26 2009 (4A4C7A36)
kbfiltr.sys                 Mon Jul 20 05:21:42 2009 (4A643726)
PxHlpa64.sys                Tue Oct 20 14:08:42 2009 (4ADDFCAA)
HECIx64.sys                 Tue Oct 19 19:33:43 2010 (4CBE2AD7)
rikvm_38F51D56.sys          Fri Oct 29 06:52:09 2010 (4CCAA759)
TurboB.sys                  Mon Nov 29 18:02:31 2010 (4CF43107)
SynTP.sys                   Thu Jul 21 21:04:45 2011 (4E28CCAD)
AMPPAL.sys                  Mon Aug  8 10:32:06 2011 (4E3FF366)
atkwmiacpi64.sys            Tue Sep  6 21:44:52 2011 (4E66CC94)
RTKVHD64.sys                Tue Nov  8 05:36:37 2011 (4EB90635)
GEARAspiWDM.sys             Thu May  3 15:56:17 2012 (4FA2E2E1)
IntcDAud.sys                Tue Jun 19 10:40:51 2012 (4FE08F73)
PLTGC.sys                   Wed Nov 14 21:04:25 2012 (50A44DA9)
Netwsw00.sys                Tue Feb  5 14:00:21 2013 (511156C5)
L1C63x64.sys                Sun Mar 31 23:15:17 2013 (5158FBC5)
Sftvollh.sys                Tue Oct  7 23:03:06 2014 (5434A96A)
Sftfslh.sys                 Tue Oct  7 23:03:22 2014 (5434A97A)
Sftplaylh.sys               Tue Oct  7 23:03:44 2014 (5434A990)
Sftredirlh.sys              Tue Oct  7 23:03:47 2014 (5434A993)
igdkmd64.sys                Tue May 26 23:53:18 2015 (55653FAE)
rzpnk.sys                   Thu May 28 15:22:11 2015 (55676AE3)
nvpciflt.sys                Mon Jul 13 12:44:21 2015 (55A3EAE5)
nvlddmkm.sys                Mon Jul 13 12:50:59 2015 (55A3EC73)
nvvad64v.sys                Mon Aug 10 03:51:42 2015 (55C8580E)
rzpmgrk.sys                 Thu Sep 17 14:42:44 2015 (55FB09A4)
intelppm.sys                Thu Oct 29 22:09:51 2015 (5632D16F)
NvStreamKms.sys             Tue Dec  8 20:23:38 2015 (5667829A)
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
**************************Sun Apr 17 21:22:51.577 2016 (UTC - 4:00)**************************
mbam.sys                    Tue Aug 11 13:35:19 2015 (55CA3257)


http://www.carrona.org/drivers/driver.php?id=ASMMAP64.sys
http://www.carrona.org/drivers/driver.php?id=kbfiltr.sys
http://www.carrona.org/drivers/driver.php?id=PxHlpa64.sys
http://www.carrona.org/drivers/driver.php?id=HECIx64.sys
http://www.carrona.org/drivers/driver.php?id=rikvm_38F51D56.sys
http://www.carrona.org/drivers/driver.php?id=TurboB.sys
http://www.carrona.org/drivers/driver.php?id=SynTP.sys
http://www.carrona.org/drivers/driver.php?id=AMPPAL.sys
http://www.carrona.org/drivers/driver.php?id=atkwmiacpi64.sys
http://www.carrona.org/drivers/driver.php?id=RTKVHD64.sys
http://www.carrona.org/drivers/driver.php?id=GEARAspiWDM.sys
http://www.carrona.org/drivers/driver.php?id=IntcDAud.sys
http://www.carrona.org/drivers/driver.php?id=PLTGC.sys
http://www.carrona.org/drivers/driver.php?id=Netwsw00.sys
http://www.carrona.org/drivers/driver.php?id=L1C63x64.sys
http://www.carrona.org/drivers/driver.php?id=Sftvollh.sys
http://www.carrona.org/drivers/driver.php?id=Sftfslh.sys
http://www.carrona.org/drivers/driver.php?id=Sftplaylh.sys
http://www.carrona.org/drivers/driver.php?id=Sftredirlh.sys
http://www.carrona.org/drivers/driver.php?id=igdkmd64.sys
http://www.carrona.org/drivers/driver.php?id=rzpnk.sys
http://www.carrona.org/drivers/driver.php?id=nvpciflt.sys
http://www.carrona.org/drivers/driver.php?id=nvlddmkm.sys
http://www.carrona.org/drivers/driver.php?id=nvvad64v.sys
http://www.carrona.org/drivers/driver.php?id=rzpmgrk.sys
http://www.carrona.org/drivers/driver.php?id=intelppm.sys
http://www.carrona.org/drivers/driver.php?id=NvStreamKms.sys
http://www.carrona.org/drivers/driver.php?id=mbam.sys


 
My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#3 Shock710

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Posted 09 July 2016 - 10:51 PM

I havnt managed to do the hard drive diag, because i dont have a CD available (how big does it need to be?) also am i allowed to use a usb do the hard drive diagnostics? 

 

I just updated all the new windows updates (there was one left called a windows definition update or something, its not showing in my update history infact the whole history seems to be missing.)

 

https://www.asus.com/Notebooks/K53SD/HelpDesk_Download/ This is the site where i tried to check if i needed a bios update, BIOS Version/Date:    American Megatrends Inc. K53SD.202, 02-Nov-11, when comparing it what i found in the msinfo it seems a bit different so im not sure what to do for it now.

 

PLTGC.sys seems to be my plantronics headset, i've unplugged it now. (so far while typing this there hasnt been a freeze) but i can not find the driver for it, does it only appear when i plug in the device? Looking through device manager i first check:

1. Audio inputs and outputs

>microphone (Realtek High definition audio) -up to date

>speakers (Realtek High definition audio) -up to date

 

2. Sound, video and game controllers

>Intel® Display audio

>NVIDIA Virtual Audio Device (Wave extensible) (WDM)

>Realtek High Definition audio

 

3. USB

>ASMedia USB3.0 eXtensible Host controller -0.96 (Microsoft)

>Generic USB Hub

>Generic USB Hub

>Intel® 6 series/c200 series chipset family usb enhanced host controller -1C2D

>Intel® 6 series/c200 series chipset family usb enhanced host controller -1C26

>USB Composite device

>USB Root hub

>USB Root hub

>USB Root hub (xHCI)

 

They're all up to date using the right click update driver software.

 

If it is the cause of my headset, what should i do. I'm currently using my sisters computer for daily life (until this laptop stops freezing) but i also have that same headset plugged into her computer should i take it out? Is it the headset or the driver.

 

Thanks for everything, im gonna see if i can get a cd off a friend (i dont really wanna buy the pack of 30 at the super market atm) to do the harddrive diag.

 

Attached Files



#4 usasma

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Posted 11 July 2016 - 03:10 PM

It is most likely the Plantronics headset.
You should be able to uninstall the software from Control Panel...Programs and Features.

 

If there's no Plantronics stuff there, then check for it in Device Manager.  When the headset is unplugged, it'll likely be in the hidden devices (View...Show hidden devices).

Sort through there until you find it, then right click on the device and select "Uninstall".

If it asks to remove the software, check the box so that it will remove it - then click on OK

 

We can rip this out by the roots, but it's not a recommeneded procedure (and could conceivably cause problems).

So we'll try to remove it the ways above and see how that works.

 

Right click and update in Device Manager only checks at Windows Update.

You have to look at the Asus support page for the latest updates

 

While Microsoft has gone to great pains to make older hardware compatible w/W10 - it's not always 100% successful

It's important that you get drivers that are compatible w/W10 - if at all possible.

 

But, for right now I'd suggest concentrating on the Plantronics driver and see what happens.

We can deal with the other stuff later on (if it needs it - and if removing the Plantronics driver doesn't fix it).

 

Good luck!


My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#5 Shock710

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Posted 11 July 2016 - 11:26 PM

I uninstalled the plantronics driver from the sounds, video and game controllers section (which required me to tick a checkbox). However i also noticed that it was present in my audio inputs and outputs as a microphone so i uninstalled it there as well, promptly after my computer froze so i had to force shut down. But i was hoping that even tho it crashed it still managed to uninstall it and maybe the reboot would work smoothly. 

So i went back into device manager, it was gone from sounds, but the microphone one was still there i managed to uninstall it, and went to check in programs but there wasnt a plantronics driver there, and my computer froze again. 3rd time restarting i go to double check device manager, driver in sounds gone, but the driver in audio was there again (is it getting reinstalled when i boot up?) 

 

I'm at a loss of what to do now. 



#6 usasma

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Posted 12 July 2016 - 06:58 AM

Uninstalling from Device Manager doesn't uninstall all the features of the program (and may cause problems with further attempts to uninstall the device).

It also leaves the rest of the Plantronics software, so the reinstallation may be a function of the software (or it could be an implementation of the Windows SFC).

 

Please:

- install the latest version of the Plantronics software

- then uninstall it from Control Panel...Programs and Features

 

If it still has problems after that, we can attempt to rip it out by the roots.

I prefer not to do that, as it may have unintended consequences/problems.


My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#7 Shock710

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Posted 13 July 2016 - 09:54 PM

Okay so i managed to install the last plantronics driver for my headset, however after downloading it, it didnt seem to want to run giving me the error message that "wizard was interrupted" and to try again later. googling the problem took me to a windows forum which said the latest driver did not support windows 10 and thats why it wouldnt install. However there was a work around if i ran the setup file with admin rights from the directory. So that seemed to work, and let me uninstall, unfortunately the freezing hasnt stopped.

 

Is there anything else you found that could also be the cause of the freezing?

 

Thanks for all the help so far, really appreciate it :D



#8 usasma

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Posted 14 July 2016 - 05:27 PM

Uninstall the Plantronics software and physically remove the device and it's connections from your system.

Then test to see if the freezing stops.  If it does, then it's the Plantronics that's at fault.

If it doesn't stop, then please leave the Plantronics uninstalled while we try to isolate the other problems.

 

Then, if the freezes continue, please let it freeze 2 or 3 times.

Then, after the last freeze, recover and immediately generate this report:

 

Please do the following:
- open Event Viewer (run eventvwr.msc from the "Run" dialog)
- expand the Custom Views category (left click on the > next to the words "Custom Views")
- right click on the "Administrative Events" heading
- select "Save all Events in Custom View as..."
- save the file as Admin.evtx
- zip up the file (right click on it, select "Send to", select "Compressed (zipped) folder")
- upload it with your next post (if it's too big, then upload it to a free file-hosting service and post a link here).

FYI - If we're looking for Event ID 41 errors (unexplained shutdowns), there's more info on that here:  http://support.microsoft.com/kb/2028504

While waiting for a reply, please monitor your temps with this free utility:  http://www.cpuid.com/softwares/hwmonitor.html

 

 

And, if it continues to BSOD, please run this report after the next BSOD:

 

Please run this report collecting tool so that we can provide a complete analysis: (from the pinned topic at the top of the forum)   http://www.bleepingcomputer.com/forums/t/576314/blue-screen-of-death-bsod-posting-instructions-windows-10-81-8-7-vista/


My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.




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