Could this be a hardware or software problem ?

This is my first post here so apologies if I haven't included enough info, please let me know and I'll do my best - I'm not very tech savvy!

I have a new laptop, a refurbished Toshiba Portege Z30, Windows 7 Pro 64 bit, SSD.

The first problem was the first time I used it that it froze while configuring Windows Updates. Sometimes it freezes/hangs on the shutting down page, coming out of sleep or hibernation mode and sometimes when starting up, after I enter the password. I have force shutdown when this happens and start in safe mode, then restart and it will be ok. If I start Windows normally after a forced shut down it will freeze up again.

On one occasion I closed the lid putting it into sleep mode, put it on charge, came back to it 30 minutes later and the fan was running at top speed and when I ioened the lid there was a black screen.

Another occasional problem is that the clock gadget disappears after starting up. If I right click on the desktop and then on gadgets nothing happens. If I restart the laptop the clock gadget reappears.

More occasionally when it starts up the touch pad does not work. After restart it will work again.

I have reinstalled Windowsto out of box state, from the partition, as advised by the place I bought it from but I still have the same problems. Another worry is that sometimes it gets very hot between the lid hinges, the fan and air outlet is there on the back and I think the RAM is in that area too, could that be significant? Any of the online reviews I've seen give me the impression that no one area gets a lot hotter than the rest and the fan shouldn't be on full when doing nothing but just browsing with a few tabs open.

I've spent hours googling and am none the wiser so would appreciate any ideas or opinions as to whether this is likely to be a hardware problem or a software problem. Thanks!

I would clean install the OS and see if it will behave. In the meantime try a clean startup - Troubleshoot Application Conflicts by Performing a Clean Startup

Temps can be significant. You can try watching temps with HWInfo.

Work through the Troubleshooting Windows 7 starting with the Clean Boot, Hardware tests, overheating steps, monitoring processes, resolving repeat errors, checking for Problem solutions.

If you only restored the factory install, then that is the worst possible install of Win7 one can have - larded with bloatware and duplicate utilities that interfere with better versions built into Win7. For that reason most tech enthusiasts take control of their install to do a perfect Clean Reinstall Windows 7 to fiinally enjoy Win7 for the first time on their PC.

If you'll report back as you go we may have other suggestions. We can also help you with the reinstall so you'll join the 1.5 million who have done one without a single complaint.

Thanks for your replies. :)

Ztruker said:

If it's new (even refurbished) then I'd say return it and get one that doesn't have problems. No computer, especial new/refurb should have the problems you are experiencing.

I know it's a pain to return it and wait for a replacement but if it were me that is what I would do.

That's what I think I will have to do. The only thing I'm afraid of is that they get it back, run some tests and say there is nothing wrong with it. I will talk to them today.

Another thing I forgot to mention is that on one of the reinstalls (I did 2!) when applications were being installed I got one of those warning messages "51/57 csc.xe application did not install correctly" I don't know if there were any others as I didn't watch the whole process.

Would that be an indication that the problems are originating in the OS software that came preinstalled??

Thanks again.

Thanks. Though I think it might be a problem with anti-virus software. The laptop came with Mcafee which I uninstalled and then downloaded AVG. Apparently I should have activated the subscription before uninstalling it. Do you think that could be causing my problems?

Tried the link I gave in my post earlier (clean startup) yet?

Afterwards if still
Unresolved:
Uninstall AVG and get MSE and MBAM free (start premium trial).

Waiting for you to begin working through the steps we took the time to write out for you.

GokAy said:

Tried the link I gave in my post earlier (clean startup) yet?

Afterwards if still
Unresolved:
Uninstall AVG and get MSE and MBAM free (start premium trial).

gregrocker said:

Waiting for you to begin working through the steps we took the time to write out for you.

I do apologise for not replying sooner, I have been up to my eyes with work.

Before I tried your advice I ran the Mcafee removal tool, which I hadn't done when uninstalling it before, and it seems to have done the trick. Not one freeze since I did that, so far so good and I think that could have been the problem. However if it happens again I will follow the steps you have advised.

Again thanks so much for your time and advice, it is very much appreciated. :)