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Laptop keeps freezing Windows 10 any help?


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#1 mellechman

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Posted 14 July 2018 - 02:53 AM

Hi everyone! 

 

THE LAPTOP

I am looking for help with an old laptop I have recently revived.

 

It is an Acer 8942G 728G128TWn, which I had bought back in 2012, if I correctly remember.

 

It has a huge 18.4΄΄ screen and it was actually billed, at the time, as a sort of portable home-theatre thing. It did good and faithful service for a few years, then it started playing up and I set it aside and bought a new laptop.

 

About a year ago, I became more interested in computers and I decided to try to fix it.I replaced its hard drives – it has a brand new 1TB one, which I use for storage, and another brand new 128 GB SSD, which is the system drive for Windows. It has a fresh installation of Windows 10; actually, that was originally done by a professional, but it soon started playing up in the way I will describe below, so I did a fresh installation myself, with a USB stick. This was done after I replaced the Hard Drives, thinking they were the problem. They probably were not, it did not solve the problem and I now have two perfectly good new drives.

 

THE PROBLEM

 

Basically, what happens is that, all of a sudden, the fan will start working loudly and the computer will completely freeze. Image is frozen on the screen, the computer will not respond to keyboard, touchpad or basically, anything and the only thing to be done is press the on/off button, switch it off and do a hard restart.

 

This happens pretty regularly, whenever you are actually doing anything on the computer. If you just leave it on just sitting there, not doing anything but not, actually, putting itself to sleep (I’ve disabled that), everything seems fine. But try and actually use the thing, and sure enough it will freeze up.

 

I’ve already tried some basic remedies like uninstalling Google Chrome (which is my favourite browser and one of the first things I installed), disabling automatic updates, disabling all power management etc. etc., but nothing seems to work.

 

The programs installed are the usual fare: MS Office 365 Home, Dropbox, Adobe. I don’t do gaming and I have not, yet, watched any videos etc. on that computer.

 

I’d be grateful for any tips or suggestions and I’m quite willing to provide as many details as required and run any tests, benchmarks etc. and post the results. 

 

My thanks in advance to anyone who is willing to help.


Edited by hamluis, 14 July 2018 - 06:33 PM.
Moved from Crashes/BSODs to Internal Hardware - Hamluis.


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#2 hamluis

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Posted 14 July 2018 - 06:33 PM

Please download MiniToolBox  , save it to your desktop and run it.
 
Checkmark the following checkboxes:
  List last 10 Event Viewer log
  List Installed Programs
  List Users, Partitions and Memory size.
 
Click Go and paste the content into your next post.
 
Also...please Publish a Snapshot using Speccy taking care to post the link of the snapshot in your next post.

   Go to Piriform's website, and download the free version on the left.  Click Download from Piriform.com (the FileHippo link requires an extra click). Or if you want to use a portable version of Speccy (which doesn't require installation), click the builds page link and download the portable version. You will now be asked where you want to save the file. The best place to put it is the Desktop, as it will be easy to find later.

    After the file finishes downloading, you are ready to run Speccy. If you downloaded the installer, simply double-click on it and follow the prompts until installation is complete. If you downloaded the portable version, you will need to unzip it before use. Right-click the ZIP file and click Extract all. Click Next. Open up the extracted folder and double-click on Speccy.
 
     Once inside Speccy, it will look similar to this (with your computer's specifications, of course):
 
post-33068-0-86653600-1480692866_thumb.j

     Now, at the top, click File > Publish Snapshot.

     Click Yes > then Copy to Clipboard

Now, once you are back in the forum topic you are posting in, click the ADD REPLY or REPLY TO THIS TOPIC button. Right-click in the empty space of the Reply box and click Paste. Then, click Add Reply below the Reply box.

Louis



#3 mellechman

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Posted 15 July 2018 - 02:55 PM

http://speccy.piriform.com/results/eX7Er5IYYp1KzrwMakVpszt

 

Here is the speccy link, I'm publishing it before the thing freezes again. Will get on with the Mini Tool Box in a next reply. Thanks very much for taking the trouble!



#4 mellechman

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Posted 15 July 2018 - 02:57 PM

MiniToolBox by Farbar  Version: 17-06-2016
Ran by natsi (administrator) on 15-07-2018 at 21:56:49
Running from "C:\Users\natsi\Desktop"
Microsoft Windows 10 Home  (X64)
Model: Aspire 8942G Manufacturer: Acer

Boot Mode: Normal
***************************************************************************
 
========================= Event log errors: ===============================
 
Application errors:
==================
Error: (07/15/2018 09:54:14 PM) (Source: Microsoft-Windows-SpellChecker) (User: ACER8942G)
Description: httphttp-2147467263
 
Error: (07/15/2018 09:47:20 PM) (Source: Office 2016 Licensing Service) (User: )
Description: Subscription licensing service failed: -1073422333
 
Error: (07/15/2018 09:44:17 PM) (Source: ATIeRecord) (User: )
Description: ATI EEU PnP start/stop failed
 
Error: (07/15/2018 05:05:34 PM) (Source: ATIeRecord) (User: )
Description: ATI EEU PnP start/stop failed
 
Error: (07/14/2018 06:13:30 PM) (Source: Office 2016 Licensing Service) (User: )
Description: Subscription licensing service failed: -1073422333
 
Error: (07/14/2018 05:52:57 PM) (Source: ATIeRecord) (User: )
Description: ATI EEU PnP start/stop failed
 
Error: (07/14/2018 03:10:48 PM) (Source: ATIeRecord) (User: )
Description: ATI EEU PnP start/stop failed
 
Error: (07/13/2018 08:33:21 PM) (Source: Office 2016 Licensing Service) (User: )
Description: Subscription licensing service failed: -1073422333
 
Error: (07/09/2018 08:34:54 PM) (Source: ATIeRecord) (User: )
Description: ATI EEU PnP start/stop failed
 
Error: (07/09/2018 08:34:52 PM) (Source: ATIeRecord) (User: )
Description: ATI EEU PnP start/stop failed

System errors:
=============
Error: (07/15/2018 09:49:42 PM) (Source: DCOM) (User: NT AUTHORITY)
Description: application-specificLocalActivation{D63B10C5-BB46-4990-A94F-E40B9D520160}{9CA88EE3-ACB7-47C8-AFC4-AB702511C276}NT AUTHORITYLOCAL SERVICES-1-5-19LocalHost (Using LRPC)UnavailableUnavailable
 
Error: (07/15/2018 09:46:23 PM) (Source: DCOM) (User: NT AUTHORITY)
Description: application-specificLocalLaunchWindows.SecurityCenter.WscDataProtectionUnavailableNT AUTHORITYSYSTEMS-1-5-18LocalHost (Using LRPC)UnavailableUnavailable
 
Error: (07/15/2018 05:21:24 PM) (Source: DCOM) (User: ACER8942G)
Description: application-specificLocalActivation{8BC3F05E-D86B-11D0-A075-00C04FB68820}{8BC3F05E-D86B-11D0-A075-00C04FB68820}ACER8942GnatsiS-1-5-21-1654270495-2211432129-167 4696381- 1001Local Host (Using LRPC)Microsoft.Windows.ContentDeliveryManager_10.0.17134.1_neutral_neutral_cw5n1h2txyewyS-1-15-2-350187224-1905355452-1037786396-3028148496-2624191407-3283318427-1255436723
 
Error: (07/15/2018 05:07:38 PM) (Source: DCOM) (User: NT AUTHORITY)
Description: application-specificLocalLaunchWindows.SecurityCenter.WscBrokerManagerUnavailableNT AUTHORITYSYSTEMS-1-5-18LocalHost (Using LRPC)UnavailableUnavailable
 
Error: (07/15/2018 05:07:38 PM) (Source: DCOM) (User: NT AUTHORITY)
Description: application-specificLocalLaunchWindows.SecurityCenter.WscDataProtectionUnavailableNT AUTHORITYSYSTEMS-1-5-18LocalHost (Using LRPC)UnavailableUnavailable
 
Error: (07/15/2018 05:06:15 PM) (Source: DCOM) (User: ACER8942G)
Description: application-specificLocalLaunchWindows.SecurityCenter.WscCloudBackupProviderUnavailableAC ER8942GnatsiS-1-5-21-1654270495-2211432129-1674696381-1001LocalHost (Using LRPC)UnavailableUna vailable
 
Error: (07/15/2018 05:06:13 PM) (Source: DCOM) (User: ACER8942G)
Description: application-specificLocalLaunchWindows.SecurityCenter.WscCloudBackupProviderUnavailableACER 8942GnatsiS-1-5-21-1654270495-2211432129-1674696381-1001LocalHost (Using LRPC)UnavailableUnavailable
 
Error: (07/15/2018 05:06:12 PM) (Source: DCOM) (User: ACER8942G)
Description: application-specificLocalLaunchWindows.SecurityCenter.WscCloudBackupProviderUnavailableACER 8942GnatsiS-1-5-21-1654270495-2211432129-1674696381-1001LocalHost (Using LRPC)UnavailableUnavailable
 
Error: (07/15/2018 05:06:12 PM) (Source: DCOM) (User: ACER8942G)
Description: application-specificLocalLaunchWindows.SecurityCenter.WscCloudBackupProviderUnavailable ACER8942GnatsiS-1-5-21-1654270495-2211432129-1674696381-1001LocalHost (Using LRPC)UnavailableUnavailable
 
Error: (07/15/2018 05:05:34 PM) (Source: EventLog) (User: )
Description: The previous system shutdown at 5:03:12 PM on ‎7/‎15/‎2018 was unexpected.

Microsoft Office Sessions:
=========================
Error: (07/15/2018 09:54:14 PM) (Source: Microsoft-Windows-SpellChecker)(User: ACER8942G)
Description: httphttp-2147467263
 
Error: (07/15/2018 09:47:20 PM) (Source: Office 2016 Licensing Service)(User: )
Description: Subscription licensing service failed: -1073422333
 
Error: (07/15/2018 09:44:17 PM) (Source: ATIeRecord)(User: )
Description:
 
Error: (07/15/2018 05:05:34 PM) (Source: ATIeRecord)(User: )
Description:
 
Error: (07/14/2018 06:13:30 PM) (Source: Office 2016 Licensing Service)(User: )
Description: Subscription licensing service failed: -1073422333
 
Error: (07/14/2018 05:52:57 PM) (Source: ATIeRecord)(User: )
Description:
 
Error: (07/14/2018 03:10:48 PM) (Source: ATIeRecord)(User: )
Description:
 
Error: (07/13/2018 08:33:21 PM) (Source: Office 2016 Licensing Service)(User: )
Description: Subscription licensing service failed: -1073422333
 
Error: (07/09/2018 08:34:54 PM) (Source: ATIeRecord)(User: )
Description:
 
Error: (07/09/2018 08:34:52 PM) (Source: ATIeRecord)(User: )
Description:

=========================== Installed Programs ============================
Acer Crystal Eye Webcam (HKLM-x32\...\{7760D94E-B1B5-40A0-9AA0-ABF942108755}) (Version: 5.2.11.1 - Suyin Optronics Corp)
Acer Updater (HKLM-x32\...\{EE171732-BEB4-4576-887D-CB62727F01CA}) (Version: 1.02.3504 - Acer Incorporated)
Adobe Acrobat DC (HKLM-x32\...\{AC76BA86-1033-FFFF-7760-0C0F074E4100}) (Version: 18.011.20055 - Adobe Systems Incorporated)
Adobe Creative Cloud (HKLM-x32\...\Adobe Creative Cloud) (Version: 4.6.0.384 - Adobe Systems Incorporated)
AMD Catalyst Control Center (HKLM-x32\...\WUCCCApp) (Version: 1.00.0000 - AMD)
AMD Catalyst Install Manager (HKLM\...\{257BDED4-E0CC-0F32-CDEB-2960FCB9DE51}) (Version: 8.0.916.0 - Advanced Micro Devices, Inc.)
Dropbox (HKLM-x32\...\Dropbox) (Version: 53.4.67 - Dropbox, Inc.)
Dropbox Update Helper (HKLM-x32\...\{099218A5-A723-43DC-8DB5-6173656A1E94}) (Version: 1.3.75.1 - Dropbox, Inc.) Hidden
EgisTec Fingerprint Driver (HKLM-x32\...\InstallShield_{E8C889B8-0A8B-46BA-B433-F7D6968A6543}) (Version: 3.5.1.0 - Egis Technology Inc.)
Fingerprint Driver (HKLM-x32\...\{E8C889B8-0A8B-46BA-B433-F7D6968A6543}) (Version: 3.5.1.0 - Egis Technology Inc.) Hidden
gpedt.msc 1.0 (HKLM-x32\...\{10B9C608-BF7C-4CCF-A658-C01D969DCA21}_is1) (Version:  - Richard)
Intel® Turbo Boost Technology Monitor (HKLM\...\{39F4C6F9-618A-4E5B-8FB2-6BD661174E32}) (Version: 1.0.186.6 - Intel)
Launch Manager (HKLM-x32\...\LManager) (Version: 3.0.02 - Acer Inc.)
Microsoft Office 365 - el-gr (HKLM\...\O365HomePremRetail - el-gr) (Version: 16.0.10228.20080 - Microsoft Corporation)
Microsoft Office 365 - en-us (HKLM\...\O365HomePremRetail - en-us) (Version: 16.0.10228.20080 - Microsoft Corporation)
Microsoft Office 365 - lb-lu (HKLM\...\O365HomePremRetail - lb-lu) (Version: 16.0.10228.20080 - Microsoft Corporation)
Microsoft OneDrive (HKCU\...\OneDriveSetup.exe) (Version: 18.111.0603.0006 - Microsoft Corporation)
Microsoft Visual C++ 2005 Redistributable (HKLM-x32\...\{7299052b-02a4-4627-81f2-1818da5d550d}) (Version: 8.0.56336 - Microsoft Corporation)
Microsoft Visual C++ 2005 Redistributable (x64) (HKLM\...\{071c9b48-7c32-4621-a0ac-3f809523288f}) (Version: 8.0.56336 - Microsoft Corporation)
Microsoft Visual C++ 2008 Redistributable - x64 9.0.30729.17 (HKLM\...\{8220EEFE-38CD-377E-8595-13398D740ACE}) (Version: 9.0.30729 - Microsoft Corporation)
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.17 (HKLM-x32\...\{9A25302D-30C0-39D9-BD6F-21E6EC160475}) (Version: 9.0.30729 - Microsoft Corporation)
Microsoft Visual C++ 2010  x64 Redistributable - 10.0.40219 (HKLM\...\{1D8E6291-B0D5-35EC-8441-6616F567A0F7}) (Version: 10.0.40219 - Microsoft Corporation)
Microsoft Visual C++ 2010  x86 Redistributable - 10.0.40219 (HKLM-x32\...\{F0C3E5D1-1ADE-321E-8167-68EF0DE699A5}) (Version: 10.0.40219 - Microsoft Corporation)
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.50727 (HKLM-x32\...\{15134cb0-b767-4960-a911-f2d16ae54797}) (Version: 11.0.50727.1 - Microsoft Corporation)
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030 (HKLM-x32\...\{ca67548a-5ebe-413a-b50c-4b9ceb6d66c6}) (Version: 11.0.61030.0 - Microsoft Corporation)
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.50727 (HKLM-x32\...\{22154f09-719a-4619-bb71-5b3356999fbf}) (Version: 11.0.50727.1 - Microsoft Corporation)
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030 (HKLM-x32\...\{33d1fd90-4274-48a1-9bc1-97e33d9c2d6f}) (Version: 11.0.61030.0 - Microsoft Corporation)
Microsoft Visual C++ 2013 Redistributable (x64) - 12.0.30501 (HKLM-x32\...\{050d4fc8-5d48-4b8f-8972-47c82c46020f}) (Version: 12.0.30501.0 - Microsoft Corporation)
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.30501 (HKLM-x32\...\{f65db027-aff3-4070-886a-0d87064aabb1}) (Version: 12.0.30501.0 - Microsoft Corporation)
Microsoft Visual C++ 2017 Redistributable (x64) - 14.12.25810 (HKLM-x32\...\{e2ee15e2-a480-4bc5-bfb7-e9803d1d9823}) (Version: 14.12.25810.0 - Microsoft Corporation)
Microsoft Visual C++ 2017 Redistributable (x86) - 14.12.25810 (HKLM-x32\...\{56e11d69-7cc9-40a5-a4f9-8f6190c4d84d}) (Version: 14.12.25810.0 - Microsoft Corporation)
Office 16 Click-to-Run Extensibility Component (HKLM-x32\...\{90160000-008C-0000-0000-0000000FF1CE}) (Version: 16.0.10228.20080 - Microsoft Corporation) Hidden
Office 16 Click-to-Run Extensibility Component 64-bit Registration (HKLM\...\{90160000-00DD-0000-1000-0000000FF1CE}) (Version: 16.0.10228.20080 - Microsoft Corporation) Hidden
Office 16 Click-to-Run Licensing Component (HKLM\...\{90160000-008F-0000-1000-0000000FF1CE}) (Version: 16.0.10228.20080 - Microsoft Corporation) Hidden
Office 16 Click-to-Run Localization Component (HKLM-x32\...\{90160000-008C-0408-0000-0000000FF1CE}) (Version: 16.0.10228.20080 - Microsoft Corporation) Hidden
Office 16 Click-to-Run Localization Component (HKLM-x32\...\{90160000-008C-0409-0000-0000000FF1CE}) (Version: 16.0.10228.20080 - Microsoft Corporation) Hidden
Speccy (HKLM\...\Speccy) (Version: 1.32 - Piriform)
Synaptics Pointing Device Driver (HKLM\...\SynTPDeinstKey) (Version: 19.1.3.6 - Synaptics Incorporated)
 
========================= Memory info: ===================================
Percentage of memory in use: 33%
Total physical RAM: 8124.55 MB
Available physical RAM: 5363.02 MB
Total Virtual: 10035.55 MB
Available Virtual: 7203.87 MB
 
========================= Partitions: =====================================
1 Drive c: () (Fixed) (Total:111.26 GB) (Free:44.17 GB) NTFS
3 Drive e: (Local Disk) (Fixed) (Total:931.5 GB) (Free:496.32 GB) NTFS
 
========================= Users: ========================================
User accounts for \\ACER8942G
Administrator            DefaultAccount           Guest                   
natsi                    WDAGUtilityAccount      

**** End of log ****

Edited by hamluis, 15 July 2018 - 03:31 PM.


#5 hamluis

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Posted 15 July 2018 - 03:30 PM

I would uninstall the current graphics drivers (including Catalyst Control), using Device Manager...reboot...and allow Win 10 to install new graphics drivers from its storehouse.

 

Louis


Edited by hamluis, 15 July 2018 - 03:35 PM.


#6 mellechman

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Posted 18 July 2018 - 01:25 AM

Just a short note to say that you seem to have nailed it.

 

I did as you suggested. Thinks were going great for a short while, then I realised that Catalyst Control had re-installed itself (presumably, I had not killed it with a silver bullet! Zombie software....) and, sure enough, the thing started freezing again. So I made sure I uninstalled Catalyst Control properly and erased all files it was using, then uninstalled the graphics driver. Initially, Windows decided my graphics card was a generic device (did not show its type etc. in Device Manager) and I had very basic graphics, but at least the thing was not freezing.

 

Then I remembered to do an Update Windows and it found, all of its own, the appropriate driver and installed it. Since then, it has been running alright, not freezing and Catalyst Control has not come back to haunt me.

 

So thank you very much for your help! You probably saved me a visit to some expert and something like 50 euros, if not more, in repair fees.

 

Just so I can broaden my horizons, may I ask what gave you a clue as to what the problem was? I see you have put some errors in the event log in bold. Was that it?



#7 hamluis

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Posted 19 July 2018 - 05:29 PM

The ATI errors...point to graphics drivers/software issues, IMO.  A number of issues can be traced to driver issues on a system because damaged drivers often malperform in a way that gets the attention of the user.  When damaged drivers are suspected, the simple thing to do is uninstall them via Device Manager, reboot, and see if the problems go away.

 

Drivers are a natural suspect when things go awry :).

 

Louis


Edited by hamluis, 19 July 2018 - 05:31 PM.





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