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

Computer freezes for a few seconds off and on


  • Please log in to reply
9 replies to this topic

#1 dwebbster

dwebbster

  • Members
  • 5 posts
  • OFFLINE
  •  
  • Local time:12:37 AM

Posted 09 December 2017 - 12:06 PM

For the last few days I've been having an issue with my computer freezing. I'll be working on it and randomly the screen will freeze. I won't be able to type or move the mouse cursor. Then 3-5 seconds later it's running fine. If I'm watching a video the screen will freeze but the audio will keep playing, then a few seconds later the video starts working again. I've checked my drivers and they all seem up to date. I've run Avast, CCleaner, Malawarebytes, SUPERAntispyware and none of them have come up with anything. My computer is the following:

Product name:HP ENVY m7 Notebook
Product number:M1W07UA#ABA
Software build ID:15WW3COT601#SABA#DABA
Motherboard ID:80DE
Feature byte:3Q5F6b7K7NaBapaqasauawbhbpbzcbdUdXdpdq.Nd
OS version:ML
BIOS:F.35-03/03/2016
Keyboard revision:64.36
Total memory:16.00 GB
Processor name:Intel® Core™ i7-5500U CPU @ 2.40GHz

Any advice would be appreciated. Thanks.



BC AdBot (Login to Remove)

 


#2 usasma

usasma

    Still visually handicapped (avatar is memory developed by my Dad


  • BSOD Kernel Dump Expert
  • 25,091 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Southeastern CT, USA
  • Local time:02:37 AM

Posted 10 December 2017 - 05:53 PM

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 one of these free utilies: 
SpeedFan:  http://www.almico.com/sfdownload.php
HWMonitor:  https://www.cpuid.com/softwares/hwmonitor.html
HWInfo:  https://www.hwinfo.com/download.php


 
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 dwebbster

dwebbster
  • Topic Starter

  • Members
  • 5 posts
  • OFFLINE
  •  
  • Local time:12:37 AM

Posted 10 December 2017 - 09:06 PM

http://speccy.piriform.com/results/ksthHJ8h7jQkHkob4VXnPCs

 

Thank you so much for your help. It seems for now at least the problem has stopped occurring. I'd still appreciate you taking a look at this just in case. Thanks.

Attached Files



#4 usasma

usasma

    Still visually handicapped (avatar is memory developed by my Dad


  • BSOD Kernel Dump Expert
  • 25,091 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Southeastern CT, USA
  • Local time:02:37 AM

Posted 11 December 2017 - 07:44 AM

Let's start with updating the Intel DPFT framework.  You should be able to get the latest W10 compatible version from the support website of the manufacturer of your device.

If it says you have the latest version, please uninstall it and then install a fresh copy that you downloaded from the manufacturer's website.

 

Please uninstall the Bonjour service from Settings....Apps

If it's needed, the Apply Software Updater will prompt you to reinstall.

 

Your UEFI/BIOS (version x) dates from 2016.  Please check at the manufacturer's website to see if there are any UEFI/BIOS updates available for your system.  This is just in case there has been a more recent update.
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).

Only 2 Windows Update hotfixes installed.  Most build 16299 (1709/Fall Creators Update) 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.

 

Lot's of errors with the Power DVD service.  I'd suggest uninstalling it, but first check to see that a replacement copy is available on the HP support site for your model.
Test with it uninstalled (to see if that helps), then install the fresh copy to see if the error stays gone.

 

Several HAL errors where the watchdog has been timed out.  This is possibly a hardware problem.  As such, please run these free hardware diagnostics:  http://www.carrona.org/hwdiag.html

Please finish ALL of the tests and let us know the results.


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 dwebbster

dwebbster
  • Topic Starter

  • Members
  • 5 posts
  • OFFLINE
  •  
  • Local time:12:37 AM

Posted 13 December 2017 - 07:01 PM

Okay, I think I've covered everything you suggested.

 

I presume you were referring to Dynamic platform and thermal framework. I uninstalled that and installed a fresh copy.

 

Bonjur uninstalled.

 

BIOS has been updated to most recent version.

 

Not sure about Windows updates, I have it set to download and install automatically. Anyway, there was one update when I manually searched and now that's installed. Also one more downloaded last night and it's installed as well.

 

I don't see any Power DVD program in my program lists or on the uninstall list. I managed to find a link to the software company website where they have a program to uninstall it. I ran that, not sure if it did anything or not. I never play DVDs on here anyway, so if it doesn't work it's okay as long as it's not interfering with anything else.

 

I ran all of the diagnostics I could. Seems like they all worked fine as far as I could tell. Only issue I saw was on the hard drive test, while running file benchmark, midway through I got an error message about an I/O error. When I tried to run it again the error popped up immediately.

 

Anyway, computer still running smoothly so far. Anything else I should do at this point?



#6 usasma

usasma

    Still visually handicapped (avatar is memory developed by my Dad


  • BSOD Kernel Dump Expert
  • 25,091 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Southeastern CT, USA
  • Local time:02:37 AM

Posted 14 December 2017 - 06:51 AM

An I/O error usually means a problem with the hard drive, it's cable, or the storage controller that it's attached to.
Keep an eye on this, as I suspect it's the cause of your problems.  What I think is happening is that the hard drive spits the I/O error - then the system double/triple checks the information on the drive.  During this period is when you experience a freeze.

 

Wait until the next freeze, then recover from it and immediately generate another Admin log file, zip it up, and upload it here.


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 dwebbster

dwebbster
  • Topic Starter

  • Members
  • 5 posts
  • OFFLINE
  •  
  • Local time:12:37 AM

Posted 25 December 2017 - 05:25 PM

So the freezing has started up again. Ran another scan.

Attached Files



#8 usasma

usasma

    Still visually handicapped (avatar is memory developed by my Dad


  • BSOD Kernel Dump Expert
  • 25,091 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Southeastern CT, USA
  • Local time:02:37 AM

Posted 26 December 2017 - 09:10 AM

There's no sign of errors relating to this problem in the WER section of the MSINFO32 report (that I can see)

This, most likely, means it's probably a hardwre problem.

 

Will need the Admin log file (run immediately after recovering from a freeze) to be sure:

 

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 one of these free utilities: 
SpeedFan:  http://www.almico.com/sfdownload.php
HWMonitor:  https://www.cpuid.com/softwares/hwmonitor.html
HWInfo:  https://www.hwinfo.com/download.php
 


Edited by usasma, 26 December 2017 - 09:13 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.

#9 dwebbster

dwebbster
  • Topic Starter

  • Members
  • 5 posts
  • OFFLINE
  •  
  • Local time:12:37 AM

Posted 26 December 2017 - 09:28 PM

Here you go.

Attached Files



#10 usasma

usasma

    Still visually handicapped (avatar is memory developed by my Dad


  • BSOD Kernel Dump Expert
  • 25,091 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Southeastern CT, USA
  • Local time:02:37 AM

Posted 29 December 2017 - 07:58 AM

Nothing real sure in the Admin file either.
I'd suggest this:My suggested way to diagnose a hardware problem (3 steps):

1)  Please run these free hardware diagnostics:  http://www.carrona.org/hwdiag.html
    Please run ALL of the tests and let us know the results.
    FYI - These are the tests and what we usually see for the reports:

        1 - Antivirus/antimalware scans:  In short, if there are Trojans or other serious malware - start over in the Am I Infected forums
        2 - Memory diagnostics:  Run MemTest86+ for at least 3 passes.  If booting from UEFI, run MemTest86 instead.  Let us know if there were any errors reported
        3 - Hard Drive diagnostics:  Don't sweat the details here.  In short, run the Seagate Seatools Long/Extended test from a bootable disk.  If unable to run it from a bootable disk (UEFI and some others), then run the Seagate Seatools for Windows from within Windows.  There are no diagnostics for SSD's, just run the Crystal Mark tests and let us know if there were any failures
        4 - Furmark:  run the test until the temperature stabilizes.  Don't let it get much over 90ºC.  Let us know the temp it stabilizes at and if there were any problems running the test (other than slowness).
        5 - Prime95:  run the Blend test for 24 hours (this may not be possible, but run it as long as you can.  Look for errors in the output, or for problems running the test (freezes/crashes)
        6 - Video 2 (other video tests):  there's several tests here.  Run all of them.  I'm especially interested in the Video Memory Test.  Let us know the results of the test(s)
          - A - simtek.org memtest
          - B - Video memory stress test
          - C - Artifact Locator
          - D - OCCT - 4 built in tests for CPU, GPU, PSU
          - E - Video Memory Stress Test
        7 - CPU tests:  run at least one test on your CPU and let us know the result.


2)  If all the tests pass, then try to perform a clean install of Windows:

A clean install is:
        - Windows is installed to a freshly partitioned hard drive with legitimate installation media (W10:  https://www.microsoft.com/en-us/software-download/windows10 ).
        - The installation media is only a copy of Windows, not the OEM recovery disks that you can make on some systems.
        - Windows is fully updated after it's installed.  That's ALL updates - none excepted.
        - NO 3rd party software is installed.
        - There are no errors in Device Manager (if you find any, post back for suggestions).

        This will wipe everything off of the computer, so it's advisable to backup your stuff first.
        Also, it will wipe out all the special software that the OEM added to the system, so if you rely on any of that - let us know what it is so we can figure out a way to save/download it (the easiest way is to create/obtain the OEM;s recovery media)

        If unable to find recovery media that has the software (or if you suspect that this is a hardware problem), you can make an image of your system that'll preserve everything in the state that it was in when you made the image.  You can also do this if you don't want to try another hard drive - yet you want to be able to return to the current system state.
        One drawback to this is that you're making an image of a malfunctioning system - so, if there are errors in the system software, you'll have a nice copy of them [:(]
        Another drawback is that the image of the system will be very large - so you'll most likely need a large external drive to store it on.
        But, this will allow you to save everything on the hard drive (although you'll need an image viewer to get things out of the image).
        The point here is that, if it's a hardware problem, then you can restore the system to the point it was when you made the image - after you repair the hardware problem.
        You can obtain more info on imaging in the Backup/Imaging/DiskMgmt forums located here:  http://www.bleepingcomputer.com/forums/f/238/backup-imaging-and-disk-management-software/

        The point of doing this (the clean install) is to:
        - rule out Windows as a problem (if the problem continues, it's not a Windows problem as you completely replaced Windows
        - rule out 3rd party software (if the problem continues, it's not a 3rd party software problem as you didn't install any 3rd party software)
        - so, if the problem continues, it must be a hardware problem.

        OTOH, if the problem stops, then it was either a Windows or 3rd party software problem.  If the problem doesn't come back, then you've fixed it.  Then all that remains is setting the computer back up the way that you'd like it and importing your data from the backup you made.


3)  Then, if the clean install confirms the hardware problem, try this procedure to isolate the problem device(s):  http://www.carrona.org/strpdown.html

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.




4 user(s) are reading this topic

0 members, 4 guests, 0 anonymous users