Windows 7: Windows 7 Crashes at Shutdown/Restart

Elmarco · 14 Jul 2012

Hello

About a year ago, I purchased a Toshiba Satellite Pro which had Windows 7 Home Premium pre-installed from the retailer. It worked perfectly, and I had no problems. However, about 4 days ago, the hard drive failed, and I lost everything. This isn't the problem however.
I took the laptop to have a replacement hard drive installed, and all a reinstallation of Windows 7 Home Premium. I received the laptop back a couple of days ago, and I had no problems with set-up. I noticed however, that whenever I try to shut the laptop down, or restart it (to apply changes features, configure updates etc) the entire laptop will become unresponsive on the "Shutting Down..." screen. The little blue circle will stop spinning, and none of the Brightness buttons, Cap Lock etc will function, so I know the whole thing has become unresponsive.
This forces me to press and hold the power button everytime I wish to turn the laptop off, which of course is a strain on it.
I have scanned the entire thing with MalwareBytes and Microsoft Security Essentials, so I know it isn't a virus of some kind (it wouldn't be anyway, as it was acting in this way before it was even connected to the internet.)

Any fixes would be sincerely appreciated.

writhziden · 14 Jul 2012

Since you are doing hard shut downs, the first suggestion I would make is to run Disk Check with Automatically fix file system errors checked on the drive. Shutting down in that fashion will cause corruption to build and may lead to further issues which can mask the main problem.

Once you have done that, check the logs with Check Disk (chkdsk) - Read Event Viewer Log (you may have to search for wininit instead of chkdsk) and see if Windows made any changes to the file system. If Windows has made corrections to the file system, check the disk again. If you get the message that Windows has checked the file system and found no problems, you do not need to run the disk check again.

After the file system is free of corruption, please follow the http://www.sevenforums.com/crashes-d...tructions.html to provide us with your system logs. Those logs can help with more than blue screens and may help track down what is causing the system to freeze.

In case we do not get back to you for some time, here are some general troubleshooting steps:

Go through the Troubleshooting Steps for Windows 7

Warning

Some of the steps require that you open up your system, so before doing any of the re-seating and connection checking steps, answer these two questions: Are you still under warranty? Does your warranty allow you to open up the machine to check hardware? If you are unsure of the answers to these questions, contact your system manufacturer. WARNING: Some steps in that tutorial involve removing the system case or system panels and can void your warranty!!!

The steps specifically related to the warning are steps 8, 10, and 11.

Elmarco · 15 Jul 2012

Thanks for the prompt reply. I have run the disk check, and I have also followed the other steps on the BSOD page. Here are some basic specs and the files from the system health report.

I'm not exactly tech-savvy, so I have no idea what the actual meaning of the report errors are.

Windows 7 (64-Bit)
Original OS on system
OEM Installation
Hardware around 1 year old
OS Reinstalled by technician around 4-5 days ago.

Elmarco · 15 Jul 2012

Update: I am still having the problem. I attempted a repair install earlier by running an iso from a USB pen drive. I thought this would allow me to repair anything that was causing my restart/shutdown problems. Obviously the process involves a restart in itself though, so I don't think it would work.
EDIT: I believe the last time I tried restarting in Safe Mode, it allowed me to do so. Would you recommend I force Windows to restart in safe mode for a while, while I do a repair install?
Would a repair install even fix the problems I have been having?

writhziden · 15 Jul 2012

Code:

Event[42]:
  Log Name: System
  Source: BTHUSB
  Date: 2012-07-15T08:27:47.701
  Event ID: 17
  Task: N/A
  Level: Error
  Opcode: N/A
  Keyword: Classic
  User: N/A
  User Name: N/A
  Computer: USER-PC
  Description: 
The local Bluetooth adapter has failed in an undetermined manner and will not be used. The driver has been unloaded.

Uninstall your BlueTooth USB drivers. Remove the device from the system. Restart the system. Insert the BlueTooth device and re-install its drivers. The device should be listed under Human Interface Devices (it may not be, so you may have to search around a bit for it) in Device Manager.

To fully re-install a driver, use the following steps.
First, download the latest driver. Then do the next steps.

Click Start Menu

Right Click My Computer/Computer

Click Manage

Click Device Manager from the list on the left

Find the device you are trying to uninstall by expanding the appropriate set of devices

Right click the device

Click Uninstall (do not click OK in the dialog box that pops up after hitting Uninstall)

Put a tick in Delete driver software for this device (if this option is available, otherwise just hit OK) and hit OK

Restart your computer only if Windows asks you to.

Install the latest driver for the device.

Alternatively:
Login as an adminstrative user.

First, download the latest driver. Then do the next steps.

Click Start Menu

Click Control Panel

Click Hardware and Sound

Click Device Manager (the last link under Devices and Printers)

Find the device you are trying to uninstall by expanding the appropriate set of devices

Right click the device

Click Uninstall (do not click OK in the dialog box that pops up after hitting Uninstall)

Put a tick in Delete driver software for this device (if this option is available, otherwise just hit OK) and hit OK

Restart your computer only if Windows asks you to.

Install the latest driver for the device.

Code:

Event[189]:
  Log Name: System
  Source: Microsoft Antimalware
  Date: 2012-07-15T05:23:10.000
  Event ID: 2001
  Task: N/A
  Level: Error
  Opcode: Info
  Keyword: Classic
  User: N/A
  User Name: N/A
  Computer: USER-PC
  Description: 
Microsoft Antimalware has encountered an error trying to update signatures.
 	New Signature Version: 
 	Previous Signature Version: 1.129.1632.0
 	Update Source: Microsoft Update Server
 	Update Stage: Install
 	Source Path: http://www.microsoft.com
 	Signature Type: AntiVirus
 	Update Type: Full
 	User: NT AUTHORITY\SYSTEM
 	Current Engine Version: 
 	Previous Engine Version: 1.1.8502.0
 	Error code: 0x80240016
 	Error description: An unexpected problem occurred while checking for updates. For information on installing or troubleshooting updates, see Help and Support.

Uninstall Microsoft Security Essentials: Start Menu -> Control Panel -> Uninstall a program, and then restart your computer. Download a fresh copy of the MSE installer from Microsoft Security Essentials - Free Antivirus for Windows and use the fresh installer to re-install MSE.

Elmarco · 15 Jul 2012

I followed the steps you provided writhziden, but I am still having the same problem. The bluetooth device is also showing an error still on the Device Manager, even after uninstallation and set-up of the newest driver. I'm at a loss

writhziden · 15 Jul 2012

Since the BlueTooth is a USB device, it may be a USB conflict.

Start with USB Driver - General Fix for Problems to resolve the USB issues. Also, USB ports can sometimes enter a safe power state to protect the system from power surges due to USB devices. To reset the USB ports to a nominal power state:
1. Shut down and turn off the computer.
2. Unplug the computer from the wall or surge protector (then remove the battery if it is a laptop).
3. "Remove the computer from any port replicator or docking station, disconnect
  cables to printers or devices such as external monitors, USB memory sticks or SD cards, headset or external speakers, mouse or auxiliary keyboard, turn off WIFI and Bluetooth wireless devices." (Use Hard Reset to Resolve Hardware and Software Issues HP Pavilion dv5000 Notebook PC series - HP Customer Care (United States - English))
4. Hold down the power button for 30 seconds. This closes the circuit and ensures all
  power from components is drained to clear the software connections between the BIOS
  and hardware and clear any corruption in the temporary memory.
5. (If it is a laptop, plug the battery back into the laptop and then) Plug the computer back into the wall. Do not reconnect any unnecessary peripherals; monitor, keyboard,
  and mouse should suffice and be the only peripherals reconnected.
6. Turn it on to reinitialize the software connections between the BIOS and hardware

Elmarco · 15 Jul 2012

Still no fixes on this end. also, my bluetooth is provided internally, as in it is built into the actual laptop, and isn't removable by normal means (usb) does this mean I have to dissassemble to laptop to remove the bluetooth?

writhziden · 15 Jul 2012

No, you do not need to disassemble the laptop. I do think that error with your BlueTooth may indicate the reason for your restart issues. Let's try some Microsoft Fix Its:

Hardware devices are not working or are not detected in Windows

Diagnose and fix Windows USB problems automatically

Check Windows for corruption. Run SFC /SCANNOW Command - System File Checker up to three times to fix all errors with a restart in between each. Post back if it continues to show errors after a fourth run or if the first run comes back with no integrity violations. Use OPTION THREE of SFC /SCANNOW Command - System File Checker to provide us with the sfcdetails.txt file if errors occur.

karlsnooks · 15 Jul 2012

Elmarco,
Did you reinstall MSE?

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