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Computer will not wake up


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#1 MotoBaz

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Posted 19 December 2017 - 12:58 AM

Not sure what is going on here. My desktop PC (running Windows 10) goes to sleep and will not wake up. I have to turn off the power wait a few seconds then power it back up. It then takes a long time to boot up again. Sometimes it boots to a black screen with just the mouse pointer, then I do another hard reboot and it usually comes up. When its working everything functions properly. 

All the internal fans are working so not sure its overheating.



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#2 usasma

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Posted 19 December 2017 - 06:10 PM

Wait until it happens again, then 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/

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 MotoBaz

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Posted 20 December 2017 - 11:15 AM

I have the two reports, but can't figure out how to upload to this dialogue app.  :bubbles: 



#4 MotoBaz

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Posted 20 December 2017 - 03:11 PM

Okay here are the files. Two of each.

Attached Files



#5 usasma

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Posted 21 December 2017 - 08:40 AM

Bonjour errors in the Admin logfile.  Please uninstall Bonjour.  If it's needed, Apple Software Update will tell you.

 

Display errors in the Admin logfile.  Please do a clean install of your video drivers:

 

Please uninstall your video drivers and all the nVidia/AMD/Intel VIDEO (not chipset) software from your system
- If uninstalling the AMD video drivers, you may also want to run the AMD Clean Uninstall utility (free from here:  http://support.amd.com/en-us/kb-articles/Pages/AMD-Clean-Uninstall-Utility.aspx )
Then use this free tool to remove any traces of the drivers:  http://www.guru3d.com/files-details/display-driver-uninstaller-download.html

Then reboot and check Windows Update (allow it to install video drivers):  https://support.microsoft.com/en-us/help/15054/windows-7-automatically-get-recommended-drivers-updates-hardware

Test to see if this helps and post back with the results.

Then, if that works and you need the nVidia drivers - feel free to download and install the latest, W10 compatible video drivers from http://www.nvidia.com/Download/index.aspx
Then, if that works and you need the AMD drivers - feel free to download and install the latest, W10 compatible video drivers from http://support.amd.com/en-us/download
Then, if that works and you need the Intel drivers - feel free to download and install the latest, W10 compatible video drivers from http://downloadcenter.intel.com (you can also usually download these drivers from the manufacturer's website)

 

Your UEFI/BIOS (version F10) dates from 2012.  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).

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.

 

If the problem continues after this...........
This can be either a software problem or a hardware problem.

- to approach a software problem after this, we'd tend to look at a clean install of Windows

- to approach a hardware probelm after this, we'd run these free hardware diagnostics:  http://www.carrona.org/hwdiag.html

After that, the hardware problem would also look at a clean install.  If the problem continues after the clean install, then we'd have you perform this procedure to help identify 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.

#6 MotoBaz

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Posted 21 December 2017 - 11:04 AM

Thanks for all the info mate. Just a few more questions - how do you uninstall a driver, and what will happen then, will the computer still have video?



#7 MotoBaz

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Posted 21 December 2017 - 02:33 PM

After uninstalling Bonjour here's the new Admin report.

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#8 MotoBaz

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Posted 21 December 2017 - 06:33 PM

Here's another admin report after I had to hard boot twice for it to come up. The first time it just booted to a black screen with a mouse pointer. Held in the power button to make it turn off. Disconnected computer power, restarted then it started properly.

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#9 usasma

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Posted 23 December 2017 - 08:44 AM

With video drivers - if you uninstall the drivers, Windows will use a basic driver that it has for video.

Uninstalling drivers (and getting the most current driver) is a complicated thing - and video drivers also function at different levels from most other drivers.

In short, either use the uninstaller that came with the driver  or ask for help from someone with experience in dealing with them.

 

This is looking more and more like a hardware problem to me:

- Clean install the video drivers

 

Please uninstall your video drivers and all the nVidia/AMD/Intel VIDEO (not chipset) software from your system
- If uninstalling the AMD video drivers, you may also want to run the AMD Clean Uninstall utility (free from here:  http://support.amd.com/en-us/kb-articles/Pages/AMD-Clean-Uninstall-Utility.aspx )
Then use this free tool to remove any traces of the drivers:  http://www.guru3d.com/files-details/display-driver-uninstaller-download.html

Then reboot and check Windows Update (allow it to install video drivers):  https://support.microsoft.com/en-us/help/15054/windows-7-automatically-get-recommended-drivers-updates-hardware

Test to see if this helps and post back with the results.

Then, if that works and you need the nVidia drivers - feel free to download and install the latest, W10 compatible video drivers from http://www.nvidia.com/Download/index.aspx
Then, if that works and you need the AMD drivers - feel free to download and install the latest, W10 compatible video drivers from http://support.amd.com/en-us/download
Then, if that works and you need the Intel drivers - feel free to download and install the latest, W10 compatible video drivers from http://downloadcenter.intel.com (you can also usually download these drivers from the manufacturer's website)

- if that doesn't stop the problem, run these free hardware diagnostics:

 

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

- if that doesn't identify the problem, try a clean install:

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.

- if that doesn't stop the problem, then try this procedure (designed for desktop systems - of limited use for laptops):  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.

#10 MotoBaz

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Posted 29 December 2017 - 12:17 AM

Thanks, I will start trying this, just got back into town. 

 

Please uninstall your video drivers and all the nVidia/AMD/Intel VIDEO (not chipset) software from your system

 

Is this done through Device Manager?



#11 usasma

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Posted 31 December 2017 - 10:37 AM

You uninstall them using Settings...Apps (or by running appwiz.cpl until Microsoft deprecates that it a future version of W10).

Deleting drivers from Device Manager is not recommended - it can cause unforeseen problems with your system's operation.

If you ever delete/uninstall anything from Device Manager, I strongly suggest that you create a System Restore point first.


Edited by usasma, 31 December 2017 - 10:37 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.




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