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Laptop goes into dumb mode


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#1 MrFloyd

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Posted 30 September 2017 - 05:44 AM

Hey everyone!

 

Would appreciate the help here, it's quite a mess.

 

 

 

So, basically I had a 2 months issue of my laptop crashing on me randomly (It's a Dell Latitude E7440, Windows 10). It seemed like once I move\lift\carry it somehow, it crashes. The crash was never a shutdown, it was a screen turning off, muting sounds as well with nothing else to do but a force shutdown.

I managed to solve this by opening the hardware and re-plugging the fan, it seemed to be not working and after a quick clean, it came back to life.

 

Now... after this has been fixed, my laptop is going into a dumb mode. It basically means that nothing is responding anymore. An example:

 

I'm using the Chrome browser, youtubing and stuff and then suddenly Chrome gets unresponsive. If I try to close the window, no response. Opening Task manager and killing the process, no go. Same through "Details" tab (I dunno if it matters but the task manager has no icon when this happens).

Once I try closing the Task manager, I realize that the entire OS isn't responding. Buttons seem to be clickable but doing nothing.

 

A reboot fixes it until it returns later on.

 

Sorry it's a bit long..

Any ideas where to look? 

 

Thanks a bunch!

MrFloyd


Edited by MrFloyd, 30 September 2017 - 05:47 AM.


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#2 usasma

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Posted 30 September 2017 - 06:10 AM

Please wait until it goes back into "dumb mode" one more time.

Then recover from that 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/

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
The Event ID 41 error is simply Windows saying that it doesn't know why it shutdown.

While waiting for a reply, please monitor your temps with this free utility (free from here:  http://www.almico.com/sfdownload.php )

Edited by usasma, 30 September 2017 - 06:11 AM.

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 MrFloyd

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Posted 04 October 2017 - 05:07 PM

Hey usasma,

 

Thanks for your detailed response.

I've attached the needed report (I barely touched my laptop lately, hence my delayed response).

 

Let me know in case you need any other information. Hope you can figure this out.

 

 

Thanks again,

MrFloyd

Attached Files



#4 usasma

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Posted 05 October 2017 - 07:42 AM

Your UEFI/BIOS (version A14) 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 the outdated UEFI/BIOS' may be the cause of some compatibility issues).

Only 11 Windows Update hotfixes installed.  Most build 14393 (1607) systems have more than this.  Please visit Windows Update and get ALL available Windows Updates.
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 C: drive only has 48 gB of space - and only 3.81 gB of that is free.

If this is one of those systems that runs off of a compressed WIM file - I'm not very familiar with them and would suggest that you post over in the W10 forums for some more expert assistance.

My only experience with this was a failure as my usual tools wouldn't work on the compressed WIM - and we had to resort to a wipe and reinstall in order to fix it.
 

If it's not on a compressed WIM, then you're seriously lacking free space on the hard drive and I'd suggest freeing up a total of 7.5 gB in order to get decent performance and be free of any crashes caused by lack of free space.

 

These devices don't have drivers installed:

 

Broadcom USH    USB\VID_0A5C&PID_5801&MI_03\7&1EB0F4E8&0&0003    The drivers for this device are not installed.
Broadcom USH w/swipe sensor    USB\VID_0A5C&PID_5801&MI_00\7&1EB0F4E8&0&0000    The drivers for this device are not installed.

Please visit the Dell support website for this model in order to download and install the drivers for this device.

 

No entries in the WER section of the MSINFO32 report.  I suspect that WER has been turned off in order to save space on the drive.
If that's the case, then we lack the information that that would have provided (but there's nothing that we can do about it).

 

The System Event Log shows a lot of clearing of the log files - again, it'd be nice to have that info, but there's nothing that we can do about it.

 

So, here's what I have.......

There don't appear to be any significant errors that Windows was able to detect.
This sort of behavior is typically due to hardware problems (although they can also be due to compatibility issues and low-level driver problems).
As such, I'd suspect a hardware problem as the most likely cause.

Start with the Dell diagnostics (usually accessed by tapping F12 as the system first boots)

See what that has to say, and we'll move on from there.

 

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.




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