Jump to content


 


Register a free account to unlock additional features at BleepingComputer.com
Welcome to BleepingComputer, a free community where people like yourself come together to discuss and learn how to use their computers. Using the site is easy and fun. As a guest, you can browse and view the various discussions in the forums, but can not create a new topic or reply to an existing one unless you are logged in. Other benefits of registering an account are subscribing to topics and forums, creating a blog, and having no ads shown anywhere on the site.


Click here to Register a free account now! or read our Welcome Guide to learn how to use this site.

Photo

Mouse still moves but computer mostly frozen


  • This topic is locked This topic is locked
19 replies to this topic

#1 msa41

msa41

  • Members
  • 9 posts
  • OFFLINE
  •  
  • Local time:07:48 PM

Posted 11 November 2017 - 10:13 PM

Hi, I've been having this issue recently where my computer will kind of freeze but the mouse still moves. When this happens, it prevents me from switching windows and ctrl+alt+del and pretty much everything else doesn't work. Usually I have to press the power button on my laptop and there's a single beep sound right before it shuts off. 

 

Sometimes it will freeze when I'm not at my computer for a while. A couple times it's restarted and come to a black screen with a blue square on it giving me 2 boot options. Sorry, don't remember exactly what it said but I'll edit this and add it if I come to that screen again. 

 

I've also been trying to back up one of my folders (size is 4gb) by copying and pasting it into my external hard drive but every time I try that, File Explorer restarts. This has mostly been happening when I've been running a lot of stuff on my computer but it still happens sometimes when I'm not running much and I haven't been running any more programs recently than I did before this problem started.

 

So far, I haven't had any trouble starting my computer back up after this happens. It's just annoying and I'm thinking it could get more serious at any time. Anyway, thanks in advance for any help. I've attached my two FRST files.

Attached Files



BC AdBot (Login to Remove)

 


#2 nasdaq

nasdaq

  • Malware Response Team
  • 40,171 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Montreal, QC. Canada
  • Local time:08:48 PM

Posted 12 November 2017 - 09:58 AM

Hello, Welcome to BleepingComputer.
I'm nasdaq and will be helping you.

If you can please print this topic it will make it easier for you to follow the instructions and complete all of the necessary steps in the order listed.
===

Remove these programs in bold via the Control Panel > Programs > Programs and Features.
KMSpico (HKLM\...\{8B29D47F-92E2-4C20-9EE0-F710991F5D7C}_is1) (Version: - )
Ace Stream Media 3.1.1 (HKU\S-1-5-21-3343802408-3034550604-896918693-1002\...\AceStream) (Version: 3.1.1 - Ace Stream Media) <==== ATTENTION
<<<>>>

Press the Windows key + r on your keyboard at the same time. This will open the RUN BOX.
Type Notepad and and click the OK key.

Please copy the entire contents of the code box below to a new file.
 
Start

CreateRestorePoint:
EmptyTemp:
CloseProcesses:

HKU\S-1-5-21-3343802408-3034550604-896918693-1002\...\Run: [AceStream] => C:\Users\AM\AppData\Roaming\ACEStream\engine\ace_engine.exe [27000 2016-05-18] ()
IFEO\SppExtComObj.exe: [Debugger] C:\WINDOWS\SECOH-QAD.exe
FF HKU\S-1-5-21-3343802408-3034550604-896918693-1002\...\Firefox\Extensions: [acewebextension_unlisted@acestream.org] - C:\Users\AM\AppData\Roaming\ACEStream\extensions\awe\firefox\acewebextension_unlisted.xpi
FF Extension: (No Name) - C:\Users\AM\AppData\Roaming\ACEStream\extensions\awe\firefox\acewebextension_unlisted.xpi [2017-11-09] [not signed]
FF Plugin HKU\S-1-5-21-3343802408-3034550604-896918693-1002: @acestream.net/acestreamplugin,version=3.1.1 -> C:\Users\AM\AppData\Roaming\ACEStream\player\npace_plugin.dll [2015-08-06] (Innovative Digital Technologies)
CHR HKU\S-1-5-21-3343802408-3034550604-896918693-1002\SOFTWARE\Google\Chrome\Extensions\...\Chrome\Extension: [mjbepbhonbojpoaenhckjocchgfiaofo] - hxxps://clients2.google.com/service/update2/crx
CustomCLSID: HKU\S-1-5-21-3343802408-3034550604-896918693-1002_Classes\CLSID\{59B55F04-DE14-4BB8-92FF-C4A22EF2E5F4}\InprocServer32 -> C:\Users\AM\AppData\Local\Google\Update\1.3.31.5\psuser_64.dll => No File
CustomCLSID: HKU\S-1-5-21-3343802408-3034550604-896918693-1002_Classes\CLSID\{8C46158B-D978-483C-A312-16EE5013BE04}\InprocServer32 -> C:\Users\AM\AppData\Local\Google\Update\1.3.33.3\psuser_64.dll => No File
CustomCLSID: HKU\S-1-5-21-3343802408-3034550604-896918693-1002_Classes\CLSID\{CB492AF1-2CEF-4E58-BE47-471C77D0C8BA}\InprocServer32 -> C:\Users\AM\AppData\Local\Google\Update\1.3.32.7\psuser_64.dll => No File
Task: {05040AE0-C9A3-420F-9E1D-79CD0C69C5B5} - \Lenovo\Lenovo Service Bridge\S-1-5-21-3343802408-3034550604-896918693-1002 -> No File <==== ATTENTION
Task: {64509ABC-C12A-49D8-B01D-2443466635F0} - System32\Tasks\AutoPico Daily Restart => C:\Program Files\KMSpico\AutoPico.exe [2015-10-31] (@ByELDI)
Task: {96138604-FB40-40AF-953B-90DBD2192275} - \OfficeSoftwareProtectionPlatform\SvcRestartTask -> No File <==== ATTENTION
Task: {A8248DB2-AB96-47B4-8536-5C293EB80732} - \IORRT -> No File <==== ATTENTION
FirewallRules: [{AE9AAD71-595B-4987-A739-C5E089E4DE43}] => (Allow) C:\Program Files\KMSpico\Service_KMS.exe
FirewallRules: [{AE68C500-BAF0-435E-8E83-08977836DCC2}] => (Allow) C:\Program Files\KMSpico\Service_KMS.exe
FirewallRules: [{E0983DE9-4402-43A5-86E7-A87FFF271E48}] => (Allow) C:\Program Files\KMSpico\AutoPico.exe
FirewallRules: [{3121E7C2-E656-46B0-BABA-D12C8EAAAA03}] => (Allow) C:\Program Files\KMSpico\AutoPico.exe
C:\Program Files\KMSpico
C:\Users\AM\AppData\Roaming\ACEStream\engine\ace_engine.exe
C:\WINDOWS\SECOH-QAD.exe

End
Save the file as fixlist.txt in the same folder where the Farbar tool is running from.
The location is listed in the 3rd line of the Farbar log you have submitted.

Run FRST and click Fix only once and wait.

The tool will create a log (Fixlog.txt) please post it to your reply.

Please let me know what problem persists with this computer.

#3 msa41

msa41
  • Topic Starter

  • Members
  • 9 posts
  • OFFLINE
  •  
  • Local time:07:48 PM

Posted 12 November 2017 - 10:51 AM

Here you go nasdaq, thank you for your help so far!

Attached Files



#4 nasdaq

nasdaq

  • Malware Response Team
  • 40,171 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Montreal, QC. Canada
  • Local time:08:48 PM

Posted 12 November 2017 - 11:35 AM

Has your problem been solved?

#5 msa41

msa41
  • Topic Starter

  • Members
  • 9 posts
  • OFFLINE
  •  
  • Local time:07:48 PM

Posted 12 November 2017 - 11:54 AM

No, it hasn't. Just a couple minutes ago my chrome tabs stopped loading and I wasn't able to refresh them. I was able to switch over to my desktop but my mouse pointer changed to the loading circle for a while so I turned off and back on. 

 

 

Edit: and again I tried to back up the same 4gb folder from before but File Explorer restarted.


Edited by msa41, 12 November 2017 - 11:57 AM.


#6 nasdaq

nasdaq

  • Malware Response Team
  • 40,171 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Montreal, QC. Canada
  • Local time:08:48 PM

Posted 12 November 2017 - 01:24 PM

Hi,

Temporarily disable your AV program so it does not interfere.
Info on how to disable your security applications How To Temporarily Disable Your Anti-virus, Firewall And Anti-malware Programs - Security Mini-Guides.

Download Zoek tool from here

When the download appears, save to the Desktop.
On the Desktop, right-click the Zoek.exe file and select: Run as Administrator
(Give it a few seconds to appear.)

Next, copy/paste the entire script inside the code box below to the input field of Zoek:
createsrpoint;
autoclean;
emptyclsid;
emptyffcache;
FFdefaults;
emptyiecache;
iedefaults;
emptychrcache;
CHRdefaults;
emptyalltemp;
emptyfolderscheck;delete
ipconfig /flushdns;b
Now...
Close any open Browsers.
Click the Run script button, and wait. It takes a few minutes to run all the script.

When the tool finishes, the zoek-results.log is opened in Notepad.
The log is also found on the systemdrive, normally C:\
If a reboot is needed, the log is opened after the reboot.

Please attach the zoek-results.log in your reply.
===

Also, please provide an update on how the computer is behaving after running the above script.

===

#7 msa41

msa41
  • Topic Starter

  • Members
  • 9 posts
  • OFFLINE
  •  
  • Local time:07:48 PM

Posted 14 November 2017 - 07:23 PM

Since my last post my computer has been "freezing" less frequently and every time it's frozen in the past couple days it has been after I come back to my computer after being away for a couple hours. File Explorer is still restarting every time I try to copy and paste a file from one folder to another... even if the file is only like 2kb it will still restart file explorer.

 

Edit: Computer just froze up again while I was in front of it. Looks like I'm back where I started.


Edited by msa41, 14 November 2017 - 08:00 PM.


#8 nasdaq

nasdaq

  • Malware Response Team
  • 40,171 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Montreal, QC. Canada
  • Local time:08:48 PM

Posted 15 November 2017 - 08:43 AM



Hi,

every time it's frozen in the past couple days it has been after I come back to my computer after being away for a couple hours.


Could be a power saving issue.

Refer to this article.
https://www.tenforums.com/tutorials/2843-change-power-plan-settings-windows-10-a.html

For the Power and Screen under section 6 set it to Never.

Click the apply button is required. Close the settings.

Restart the computer normally.

Test the results.

p.s.
You may want to keep a record of what you change in case you with to return to the old settings.

#9 msa41

msa41
  • Topic Starter

  • Members
  • 9 posts
  • OFFLINE
  •  
  • Local time:07:48 PM

Posted 15 November 2017 - 08:13 PM

Hi,
 

every time it's frozen in the past couple days it has been after I come back to my computer after being away for a couple hours.


Could be a power saving issue.

Refer to this article.
https://www.tenforums.com/tutorials/2843-change-power-plan-settings-windows-10-a.html

For the Power and Screen under section 6 set it to Never.

Click the apply button is required. Close the settings.

Restart the computer normally.

Test the results.

p.s.
You may want to keep a record of what you change in case you with to return to the old settings.

 

 

Hi, I don't think it's a power saving issue because this also happens when I'm not running many programs. It just seems that it's more likely to happen when I'm running a lot of things. I just restarted my computer now and was unable to copy and paste a 1KB file from a folder onto my desktop so it looks like at the very least, the File Explorer issue is unrelated to Power Saving. Thanks so much for your help so far.



#10 nasdaq

nasdaq

  • Malware Response Team
  • 40,171 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Montreal, QC. Canada
  • Local time:08:48 PM

Posted 16 November 2017 - 08:40 AM


I Googled this string. File Explorer is still restarting every time I try to copy and paste

This article looks promissing.

https://answers.microsoft.com/en-us/windows/forum/windows_7-performance/windows-explorer-stopped-working-when-i-copy-drag/c44a7c71-97bd-4e83-af27-230e9f8fdcaa?auth=1

But before we go that way just want you to look at this entry in the FRST log

HKLM\...\Run: [UMonit64] => C:\windows\SysWOW64\UMonit64.exe******************************************************************************************************************************* [40960 2013-04-09] ()

Are the asteriks something you have added?

I checked a few logs and there are not asteriks in the run process.

Are you using this aplication?
https://answers.microsoft.com/en-us/windows/forum/windows8_1-performance/what-is-umonit64exe-found-it-in-task-manager-in/a87f05e3-5fe4-4c1b-8536-2cbcedddc2e1

===


Please read this article.

http://atechjourney.com/explorer-exe-process-keeps-crashing-without-warning.html/

Look at your Explorer.exe crash log and post the results for my review.

#11 nasdaq

nasdaq

  • Malware Response Team
  • 40,171 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Montreal, QC. Canada
  • Local time:08:48 PM

Posted 22 November 2017 - 08:09 AM

Are you still with me?

#12 msa41

msa41
  • Topic Starter

  • Members
  • 9 posts
  • OFFLINE
  •  
  • Local time:07:48 PM

Posted 24 November 2017 - 03:46 PM

Hey, sorry for the delayed response. I didn't add any asterisks and I'm not using that program umonit64. Here is the crash log from the Event Viewer:

 

Activation context generation failed for "C:\Program Files (x86)\Microsoft Office\Office15\lync.exe.Manifest".Error in manifest or policy file "C:\Program Files (x86)\Microsoft Office\Office15\UccApi.DLL" on line 1. Component identity found in manifest does not match the identity of the component requested. Reference is UccApi,processorArchitecture="AMD64",type="win32",version="15.0.0.0". Definition is UccApi,processorArchitecture="x86",type="win32",version="15.0.0.0". Please use sxstrace.exe for detailed diagnosis.



#13 nasdaq

nasdaq

  • Malware Response Team
  • 40,171 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Montreal, QC. Canada
  • Local time:08:48 PM

Posted 25 November 2017 - 08:33 AM



Hi

In the installed program list I see this version of MS Office.
Microsoft Office Professional Plus 2013 (HKLM-x32\...\Office15.PROPLUSR) (Version: 15.0.4569.1506 - Microsoft Corporation)

I suggest you do a Quick Repair of Microsoft Office 2013
Follow the instructions on this page.
https://www.raymond.cc/blog/automatically-diagnose-and-repair-office-2007-problems/

Let me know what problem persists.

#14 nasdaq

nasdaq

  • Malware Response Team
  • 40,171 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Montreal, QC. Canada
  • Local time:08:48 PM

Posted 01 December 2017 - 09:32 AM

Are you still with me?

#15 msa41

msa41
  • Topic Starter

  • Members
  • 9 posts
  • OFFLINE
  •  
  • Local time:07:48 PM

Posted 02 December 2017 - 11:29 AM

The quick repair didn't really do anything for me. I found a work around for the file explorer issue: Went into File explorer and pressed View, clicked on Options, View, and clicked "Launch Folder Windows in a Separate Process". After changing this I was able to copy and paste things but I've recently realized that I can't empty my recycle bin. File Explorer shuts down every time I try to do that so it's gonna be an issue pretty soon. My computer hasn't froze in at least a week so I think that problem may be solved.

 

Do you think just uninstalling Office altogether would help? 






0 user(s) are reading this topic

0 members, 0 guests, 0 anonymous users