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Browsers cause system hang.


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#1 Frezak

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Posted 22 June 2017 - 04:02 PM

For the last week, my laptop has been hanging when opening browser pages.

I thought it was a Flash issue, so I used the specific de-installer to remove it, then install the latest version, but less than a minute after opening a youtube video or flash game, the whole computer froze. Audio stuttered endlessly, mouse locked in place and screen froze. Doesn't seem to recover by itself. (the computer itself also seemed to... quiet down, internally).

 

But the issue persists on other sites. (my current testing site is Myth-weavers, a site that hosts editable D&D character sheets, and those will also cause a hang within a minute.)

This only happens with browsers, I've been able to run Steam, Steam games, Steam updates and use instant-messaging applications (Skype, Discord) without any problems.

I have:
De-installed Firefox (default browser) and re-installed it.
Removed Flash (It is currently not yet reinstalled)
Tried with and without Flash in Internet Explorer and Opera, both also result in hangs.
Tried both my internal wifi card and my external USB card; no difference.

Booted in Safe Mode, which seems to work just fine.
Tried using MSconfig to remove all non- microsoft services, no change.

Updated as many drivers as I thought were important. (updating my internal card prevented it from actually connecting to my network, so I had to roll it back)
Tried deactivating my internal card, provoking a hang and manually removing the USB wireless card; no effect.

Run Rogue Killer to look for any malware/viruses.

Run Crystaldisk to see if my hard drive was dying (from what I could tell, it wasn't.)

 

I have not:
Tried booting without all the non-critical Microsoft services, as I don't know which oness I need to use the internet and verify that the issue is still persistent.
Tried using a Lan cable to connect to the Internet.


I'm using an Acer Aspire V 15 Nitro (I apologise for the name)
Running Windows 8.1


Can anyone help?


Edited by Frezak, 22 June 2017 - 04:10 PM.


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#2 usasma

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Posted 22 June 2017 - 05:32 PM

Please wait until the system freezes/hangs again, then immediately recover and immediately generate these 2 sets of reports:

Let's try looking at these 2 sets of reports:

Report Set #1)  Please run this report collecting tool (even though you may not be experiencing BSOD's) 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/
FYI - I don't often use the Perfmon report, so if it doesn't work please just let me know.

If you have problems with it running it, there's an alternate tool here (direct download link):  https://github.com/blueelvis/BSOD-Inspector/releases/download/1.0.5/BSODInspector-1.0.5.exe

NOTE:
Please zip up the (.ZIP) files - do not use .RAR or other compression utilities. 
.ZIP is the type file that can be uploaded to the forums.

Report Set #2)  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: 

SpeedFan v. 4.5.1 and later (free from here:  http://www.almico.com/sfdownload.php ) can log temperatures in a CSV file:
You may not need to log temps - if uncertain, please ask.

To make it work (log the temps to a file) you have to do BOTH of the below:

1. Enable logging in general: Configure...Log...check "Enabled" then click on OK to save.

2. Enable logging for specific checks: Configure...Temperatures..left click on each sensor, then click on "Logged" at the bottom of the Window (for our purposes we want them all) then once you've selected "Logged" for all sensors, then click on OK to save.

The log will be located at C:\Program Files (x86)\SpeedFan

Naming: log files are named SFLogYYYYMMDD.csv, where YYYY is the year (four digits), MM is the month (2 digits, zero padded) and DD is the day (2 digits, zero padded). If a file already exists by that name, the file that already exists is renamed according to the following naming scheme: SFLogYYYYMMDD-CCCC.csv, where CCCC is a increasing number. The new file is then created with the standard file name scheme.

Notes: whenever you change the options related with logging, SpeedFan starts a new log file.

NOTE:You may want to turn logging off when we're done - as I don't know it's impact on performance or on the system.



 
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 Frezak

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Posted 23 June 2017 - 03:52 AM

I've been using Core Temp to check my temperatures for some years now, and haven't noticed anything out of the ordinary.

I was unable to run perfmon/report through the command prompt, even with admin. Told me that the admin refused it.

One thing I will mention, is that about a year (ish) ago, I tried to update Windows and was stuck in an update loop, and had to poke about to get out of it. Haven't updated Windows since.

I'm currently running Sysnative, but it's now endlessly saying that it's "Waiting for System Info".
I'll let it run for a bit longer and see if it gets anywhere.

The one thing I have actually managed to do, was use the event viewer, and record that. Attached File  Admin.zip   1.15MB   2 downloads

Edit: Sysnative still loops.
I also got a hang while starting up Dolby Digital Plus Advanced Audio, though deactivatiing audio controllers in the Device Manager did nothing.


Edited by Frezak, 23 June 2017 - 07:42 AM.


#4 usasma

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Posted 23 June 2017 - 08:00 AM

Please try this alternate tool (instead of the Sysnative):  If you have problems with it running it, there's an alternate tool here (direct download link):  https://github.com/blueelvis/BSOD-Inspector/releases/download/1.0.5/BSODInspector-1.0.5.exe

 

From the Admin logfile:

- Several HAL errors (it's what communicates between the hardware and the OS).  Usually means compatibility or hardware issues.

As you haven't been updating Windows - that's a likely cause.

- Firmware errors that usually point to the BIOS/UEFI needing updating.  Also can mean Windows Update drivers.

 

Please update:

- BIOS/UEFI (from the Acer support site for your model)

- Windows

- all drivers from the Acer support site for your model

 

After that, I would start looking at ways to repair the OS.  Here's my suggestions:

 

NOTE:  Try a clean boot to see if the problem clears up that way:  http://www.thewindowsclub.com/what-is-clean-boot-state-in-windows
If it does, then different troubleshooting steps are called for.

Here's some repair/recovery/restore options (in this order).   Be sure to backup your stuff if you don't want to take the chance of losing it.:

1 - Startup Repair.  Run it 3 times, rebooting in between tries.

2 - System Restore to a point before this started happening.

3 - DISM/SFC repair (DISM doesn't work with W7, although SFC does)  - doesn't work if you're not able to boot to Windows (let me know and I'll post a way to do it from Startup Repair)
    

Then please run the following DISM commands to see if there's any problems with the system (from an elevated (Run as administrator) Command Prompt).  Press Enter after typing it:
   
Dism /Online /Cleanup-Image /RestoreHealth

    FYI - I have repaired systems using the last command even though problems weren't found with the first 2 - so I suggest running them all.

    From this article: http://technet.microsoft.com/en-us/library/hh824869.aspx

    You can also run sfc.exe /scannow from an elevated (Run as administrator) Command Prompt to check for further corruption. Include the CBS log (located at C:\Windows\Logs\CBS\CBS.log) if you'd like to have a Windows Update expert check it (I don't check them because I can't read them)


4 - RESET using the "Keep My Files" option (W8 calls this a REFRESH; W7 and earlier doesn't have this function)

5 - Repair install of the OS (Thanks to FreeBooter!):
   

"How To Perform a Repair Installation For Windows 8, 8.1 and 10"
    https://www.winhelp.us/non-destructive-reinstall-of-windows-8-and-8-1.html

    "How to Do a Repair Install to Fix Windows 7"
    http://www.sevenforums.com/tutorials/3413-repair-install.html

    "How To Perform a Repair Installation For Vista"
    http://www.vistax64.com/tutorials/88236-repair-install-vista.html

    "Non-destructive reinstall of Windows XP"
    https://www.winhelp.us/non-destructive-reinstall-of-windows-xp.html


6 - RESET using the "Remove Everything" option (W8 calls this a RESET; W7 and earlier doesn't have this function)

If using W7 or earlier, this can be accomplished by resetting the system by use of the recovery partition/recovery disks/recovery drive.
If you don't have them, you can usually order them from the OEM manufacturer of your system ( US points of contact here:  http://www.carrona.org/recdisc.html )

7 - Wipe and reinstall from the Recovery Partition (if so equipped)

8 - Wipe and reinstall from Recovery Media - to include deleting all partitions.
If you don't have them, you can usually order them from the OEM manufacturer of your system ( US points of contact here:  http://www.carrona.org/recdisc.html )
  You can also download W7/8.1/10 from Microsoft starting on this page:  https://www.microsoft.com/en-us/software-download/

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 Frezak

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Posted 23 June 2017 - 08:22 AM

I would update Windows as my last resort, as last time I tried the computer was useless and stuck in an update loop, where it would update, cancel, and try to update again.

I have tried a system restore, which did not resolve the problem.
I have also tried a clean boot, which did not resolve the problem.

I will see what I can do to update the BIOS.

Update:
I have found no Bios update for my computer.
I have been running DISM and SFC options through my command prompt, but SFC/SCANNOW has been unable to fix certain parts.
"Dism /Online /Cleanup-Image /RestoreHealth" seems to complete correctly, though.
I was unable to run SFC at boot, as I could not figure out which drive had Windows or was my Boot drive.

I guess my next step is to refresh Windows from my Recovery Drive, but I have to find my installation disc first.


Edited by Frezak, 23 June 2017 - 06:55 PM.


#6 Frezak

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Posted 24 June 2017 - 02:52 AM

I have run BSODInspector, results are attached.

Attached File  TOROG_24_06_2017_09_17_36.zip   4.58MB   2 downloads



#7 usasma

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Posted 24 June 2017 - 02:39 PM

Your UEFI/BIOS (version V1.14) dates from 2015.  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.
FYI - W8 and W10 communicate more with the UEFI/BIOS than previous versions of Windows, so it's important to ensure that the UEFI/BIOS is kept up to date (and that outdated UEFI/BIOS' may be the cause of some compatibility issues).

195 Windows Update hotfixes installed.  Most systems have more than this.  Please visit Windows Update and get ALL available updates (it may take several trips to get them all).
Don't worry about the specific number, it's just important that you have checked and installed any updates that were available (and didn't experience any errors).

This device is disabled in Device Manager:

 

Bluetooth USB Module    USB\VID_04CA&PID_3011\6&2E6BB545&0&5    Ce périphérique est désactivé.

Did you deliberately disable it?  If so, why did you disable it?
Please re-enable it, then update it's drivers.  Feel free to disable it again AFTER you have updated it.

 

Lot's of Live Kernel Events in the WER section of the MSINFO32 report

Often this is a sign of a hardware problem - please start with these free hardware diagnostics:  http://www.carrona.org/hwdiag.html

This can also be due to compatibility problems or even low-level drivers - so we'll work on that also.

 

Alcohol 120% (and Daemon Tools software) are known to cause BSOD's on some Windows systems (mostly due to the sptd.sys driver, although I have seen both dtsoftbus01.sys and dtscsibus.sys blamed on several occasions).

Please un-install the program, then use the following free tool to ensure that the troublesome sptd.sys driver is removed from your system (pick the 32 or 64 bit system depending on your system's configuration):  New link (15 Aug 2012):  http://www.duplexsecure.com/downloads (pick the appropriate version for your system and select "Un-install" when you run it).
Alternate link:  http://www.disc-tools.com/download/sptd
Manual procedure here:  http://daemonpro-help.com/en/problems_and_solutions/registry_and_sptd_problems.html
NOTE:  The uninstaller may not find the SPTD.sys driver.  Don't worry about it, just let us know in your post.
NOTE2:  The latest version has an SPTD2.sys driver - the uninstaller is on the same page as the SPTD.sys driver - just download the version for W10!

 
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.

#8 Frezak

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Posted 24 June 2017 - 04:11 PM

I have the most up-to-date BIOS from Acer for my model. (Yes, really. it's that old.)
 

Last time I tried to udpate WIndows, I was stuck in an update loop, that caused damage to C:\Windows\winsxs\amd64_microsoft-windows-com-dtc-runtime_31bf3856ad364e35_6.3.9600.16384_none_0a1162f033fa01f6\MSDTC.LOG, which I am trying (and failing) to fix.
I believe that updating without fixing that would only cause another loop. I've been trying to use DISM and SFC to fix it, and have posted a thread on Sysnative for help with that issue.

I disabled the bluetooth driver by choice, because it interferes with my wifi card, and I don't use bluetooth. I have re-enabled it, updated it, and disabled it again.

I have removed Alcohol 120% and the sptd.

I have already checked my RAM with Memtest, and found no issues.

I have checked my HDD with CrystalDisk and HDTune, and found no issues.

 



#9 usasma

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Posted 24 June 2017 - 04:39 PM

I would post over in the Windows 10 forum with a subject like "Windows Update problem" or "CBS/SFC issues"

That should attract the Windows Update experts (most of whom also hang out at Sysnative).

 

My suggested diagnostics ( http://www.carrona.org/hwdiag.html ) consist of:

- malware tests

- memory diagnostic tests

- hard drive diagnostic tests

- temperature monitoring

- Furmark test (video)

- Prime95 test (RAM, CPU and memory controller)

- other video tests (4 or more different tests)

- CPU diagnostic tests

 

The CrystalDisk test is simply a SMART tool - and HD Tune has SMART and limited disk testing.

SMART tests are just predictions based on certain readings from the hard drive - and I have seen many drives fail diagnostics that have passed the SMART tests (like Crystal Disk and HD Tune)

I would strongly suggest either the Western Digital Data LifeGuard long/extended test or the Seagate Seatools long/extended test to accurately test the drive.


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.

#10 Frezak

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Posted 24 June 2017 - 04:44 PM

The Western Digital one (which is the make of my HDD) didn't seem to be able to detect my drive. I'll try again.

Currently waiting on Sysnative.

Edit: nope, sorry, I'm an idiot.
The quick scan found no errors, I'll run the longer scan later.


Edited by Frezak, 24 June 2017 - 04:57 PM.


#11 Frezak

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Posted 26 June 2017 - 02:32 PM

A leap of inspiration had me turn off my Nvidia card, no luck.
But then I turned off my Intel 5500 graphic card and... things seem to actually not hang all the time.
So now I need to get that working, but at least I think i've found what the issue even *is*.



#12 Frezak

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Posted 27 June 2017 - 02:37 PM

I have identified my problem as being an issue with my integrated Intel HD 5500 graphic card.
Anything that relies on it (browsers, flash, low-impact games) will eventually cause the system to hang.

Disabling the card prevents hangs, but when I do so, games that rely on the Nvidia card perform very very poorly, and my Nvidia Control Panel will claim that I do not have an Nvidia card.

I suspect that this is because the Nvidia card is run through the Intel card but I don't know how to swap only to the Nvidia.

My Bios has no setting to let me properly deactivate the Intel card, and I have updated the drivers for my chipset and both graphic cards.

Ideas? (I am hesistant to deinstall my Intel card, as fixing issues from that could be tricky.)



#13 usasma

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Posted 27 June 2017 - 04:46 PM

Way, way outta my league.  I have no clue how to do this.

Try over in the Internal Hardware or the Gaming forums for assistance.

 

Also, if the Intel graphics isn't working, then I'd have to suspect a problem with your motherboard.

The folks in the Internal Hardware or Gaming forums may have more suggestions.


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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