Dell 1557 Windows 7 Freezes, Event ID 31004, 31004

BradnAtlanta · Feb 12, 2013

My laptop starting freezing at random times, sometimes during the Windows startup screen, sometimes when I am running applications. I did notice that when I attempted to play Startcraft 2 demo that problems began.

I have attached the Administrative Events file: Events Errors.

BradnAtlanta · Feb 12, 2013

Also, attaching SF Diagnostic Tool zip file.

Saurabh A · Feb 12, 2013

Hi BradnAtlanta,

You may try a 'Clean Boot' to see if that improves performance: How to perform a clean boot to troubleshoot a problem in Windows Vista, Windows 7, or Windows 8

You may also try to Rebuild Performance Counter Library Values: How to manually rebuild Performance Counter Library values

If the issue persists, try updating the drivers of wireless card in the system. This model was shipped with either one of the following adapters: WLAN 1501/1510/1520/1397. You may click Drivers & Downloads | Dell United States to find the updated drivers for the card that is applicable.

If you still experience issues, you may check the 'Wireless card' for any 'Hardware functionality'. If the 'Dell Wireless Utility is installed, you may refer to the following 'article' for detailed steps: Documentation

You may also try using a known-good 'USB wireless adapter' (if available); and check if that makes any difference.

Northernsoul55 · Feb 12, 2013

Wrong post

BradnAtlanta · Feb 12, 2013

Thanks Saurabh, tried the clean boot already. Have not heard about Rebuild Performance Counter Library Values, what that does or why I would do it...so I would like further conversation before I do that. The WLAN card has the latest driver 5.60.48.35, so that has been done.

Please advise.

Saurabh A · Feb 13, 2013

Hi BradnAtlanta,

Thank you for the reply.

Event Errors points at issues 'performance strings'. Therefore I suggested the rebuild of 'Performance Counter Library values'. You may 'backup the registry' before attempting these steps; will restore it later, if needed: http://www.sevenforums.com/tutorials/4230-registry-backup-restore.html

Performance Counters are used to provide information about how well the operating system or an application, service, or driver is performing. The counter data can help determine system bottlenecks and helps to fine-tune system & application performance. The operating system, network and devices provide counter data that an application can consume to provide users with a graphical view of how well the system is performing.

Windows update logs point at issues with 'Windows Server Update services'. System Update Readiness Tool could be useful System Update Readiness Tool fixes Windows Update errors in Windows 8, Windows 7, Windows Vista, Windows Server 2008 R2, and Windows Server 2008
- Please share the SUR logs for analysis

Would also like to know if you ran 'Diagnostics' on the 'WLAN card'; re-installing the drivers would be worth a shot if 'diagnostics' pass.

Hope this helps.

BradnAtlanta · Feb 14, 2013

Saruabh, Working on installing the Readiness Tool. As I am attempting to install, the computer if freezing. Having to restart many times. Can I go to the Last Known Good Configuration and attempt something else that might shed some light on what the problem is?

Saurabh A · Feb 14, 2013

Hi BradnAtlanta,

Please try 'sfc /scannow' and share its report.
You may want to refer to this tutorial for steps on performing the scan: http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html

Hope this helps. Do reply with the findings.

BradnAtlanta · Feb 14, 2013

Ran sfc /scannow
100% complete. No integrity violations.

Saurabh A · Feb 14, 2013

Hi BradnAtlanta,

Please try the following 'Microsoft troubleshooter' to see if that helps: Fix the problem with Microsoft Windows Update that is not working

Do reply with the results.

BradnAtlanta · Feb 14, 2013

Did not find any problems and no fixes were applied.

BradnAtlanta · Feb 14, 2013

Completed the Readiness Tool install. No Microsoft updates available.

Computer froze again.

Saurabh A · Feb 14, 2013

Hi BradnAtlanta,

Thank you for the prompt reply.

1. You may also try to reset the 'Windows update components': How do I reset Windows Update components?
Note: Please back up the registry before attempting the reset; may have to use it later: http://www.sevenforums.com/tutorials/4230-registry-backup-restore.html

2. Set your computer in 'Clean Boot' state and try to install the updates and check results.

Also share the 'SUR logs' for analysis.

BradnAtlanta · Feb 14, 2013

What are SUR logs?

The earlier install seemed to help.

Now, I see Event ID 4001 and 10002 with Source: WLAN-AutoConfig. The computer will freeze on occassion. Would this be associated with the earlier Event IDs?

Saurabh A · Feb 15, 2013

Hi BradnAtlanta,

Thank you for the reply.

'System Update Readiness Tool' creates a log file that captures any issues that the tool found or fixed. These logs may give us a clue; you may find the logs (CheckSUR.log & CheckSUR.persist.log) at the following location: C:\Windows\Logs\CBS (Please share the information). For detailed information, you may take a glance at System Update Readiness Tool fixes Windows Update errors in Windows 8, Windows 7, Windows Vista, Windows Server 2008 R2, and Windows Server 2008

The 'SFC Tool' also creates a similar log file (CBS.log) that you should be able to find at the same location. Please refer to 'Option Three' to capture and share details of SFC logs: http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html

The Event IDs (4001 and 10002) related to 'WLAN AutoConfig' manifested in the earlier 'Event Logs' also.

Do reply with the details.

Dell 1557 Windows 7 Freezes, Event ID 31004, 31004

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