ASUS laptop, freezing after having been asleep, occasional BSOD.

acillatem · Jan 15, 2016

Windows 7, freezing after having been asleep, occasional BSOD.

Hello.......trying to help my wife resolve an issue with her laptop. ASUS laptop, Windows 7 Home, few years old.

It has this issue where it freezes every once in a while, and when it does, it's always after she's walked away, and it's gone to sleep. It doesn't freeze every time, after it's been asleep, but when it does, it's definitely after it's been asleep.

That said, she said it's kind of done this since it was new, but she kind of blew it off as some weird "windows thing", but it's getting more annoying to her.

Usually she'll do a hard shutdown, as she doesn't have any other choice, and when she restarts it, it will behave.

Once in a while, but not every time, she will get a blue screen, and it happened last night....and it says "windows has been shut down to prevent further damage to your computer".....or something like that. Can't remember if it said an error was detected, or what else it said. Wish I had taken a picture, but hopefully I've furnished enough info to get some help/advice.

Thanks in advance!

ICIT2LOL · Jan 15, 2016

Hello and welcome acillatem first up mate some system specs very hard to work with something we know nothing about apart from it is a laptop http://www.sevenforums.com/tutorials/180324-system-info-see-your-system-specs.html

First though and very simple please run these

http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html
http://www.sevenforums.com/tutorials/433-disk-check.html - use Option 2 and if needed the /f and /r switches

Also please read and follow these
http://www.sevenforums.com/tutorials/174459-dump-files-configure-windows-create-bsod.html
&
http://www.sevenforums.com/bsod-help-support/96879-blue-screen-death-bsod-posting-instructions.html
because if there has been blue screened it possibly means something is very wrong with that machine.

acillatem · Jan 16, 2016

Thank you. I will log in from her computer when she's off of it, and get some of the simple stuff done.

Just to add.....she said it gets the blue screen not even 25% of the time that it freezes, but still....blue screen is not a welcome sight. It's a blue screen filled with text that starts off with "windows has been shut down to prevent further damage", etc. etc.

It's only ever happened after it's been asleep.

acillatem · Jan 16, 2016

I took care of the system specs.

On the first run of SFC, it said it found some corrupt files, and couldn't fix some of them. I'm going to run it a couple more times, as they suggest, and maybe even keep going through all their suggested methods, until they're exhausted, or it fixes everything.

In the meantime, I've attached the SFC scan results, so hopefully you have an idea what it's finding so far.

acillatem · Jan 16, 2016

I ran SFC 3 times, still found corrupt files it couldn't fix. I'll try that System Update Readiness Tool in the morning, and try SFC one more time.

I ran the Disc Check, and I don't think it found/fixed anything, but it's hard to read it because it goes away from the screen so fast not sure if it makes a report somewhere.

acillatem · Jan 16, 2016

For fun, I tried system restore, and it won't do that either.......some file is damaged, or whatever. Forgot to take a screen shot. Didn't matter which restore point either, same result.

acillatem · Jan 16, 2016

So I was going to try the System Update Readiness Tool, and was running it from a USB drive, and it seemed like it stopped, so I cancelled it, and tried it again, and now it seems like it won't even start installing. According to this
https://support.microsoft.com/en-us/kb/947821
you shouldn't cancel it, and I figured that was why it seemed to not even work on the second attempt, so I tried system restore during the second attempt. Maybe that was what screwed up system restore, not really sure.

I'll give that tool some time to install, but something tells me it won't. I guess I did something when I cancelled it the first time. Seems like that wouldn't hurt anything.

Feels like I'm going backwards....

torchwood · Jan 16, 2016

languages

As a matter of interest what language pack /s are you using.

Roy

acillatem · Jan 16, 2016

torchwood said:
As a matter of interest what language pack /s are you using.

Roy

I have no idea. How would I find that out?

torchwood · Jan 16, 2016

from here

check via Control panel >> region & languges then see screenshot ..

Roy

acillatem · Jan 16, 2016

Ok....you lost me here. I get the same window you show on the left, in the screenshot, but I don't see how you get to the window you have a screenshot of on the right.

Golden · Jan 16, 2016

Additional information is required.

1. Download the DM Log Collector application to your desktop by clicking the link below

DM Log Collector.exe

2. Run it by double-clicking the icon on your desktop, and follow the prompts.
3. Locate the .ZIP file that is created on your desktop, and upload it here in your next reply.

acillatem · Jan 16, 2016

Here you go.

And, thank you for your help.

acillatem · Jan 16, 2016

For whatever it's worth, I did make make a bootable DVD and USB with Windows 7 Home Premium, SP1, since this laptop came with no retail cd. We had to make a backup with several dvd's. That's only useful on a clean install, which I hope to avoid. Seems like it might end up being a repair install, but I'm just guessing.

Golden · Jan 16, 2016

Code:

*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 9F, {3, fffffa8009dffa00, fffff80000b9a3d8, fffffa800f139710}

Probably caused by : usbccgp.sys

Followup: MachineOwner
---------

		Args: 00000000 00000000 00000000 00000000
>[ 16, 2]   0 e0 fffffa8009dffa00 00000000 fffff88007c0268c-00000000 Success Error Cancel 
	       \Driver\usbccgp	STREAM!SCDevWakeCompletionRoutine
			Args: 00000000 00000001 00000001 00000000
 [ 16, 2]   0  1 fffffa8009f6d050 00000000 00000000-00000000    pending
	      Unable to load image \SystemRoot\system32\DRIVERS\snp2uvc.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for [B][COLOR="red"]snp2uvc.sy[/COLOR][/B]s
*** ERROR: Module load completed but symbols could not be loaded for snp2uvc.sys
 \Driver\SNP2UVC
			Args: 00000000 00000001 00000001 00000000
 [ 16, 2]   0 e1 fffffa8009dbc5b0 00000000 00000000-00000000    pending
	       \Driver\ksthunk
			Args: 00000000 00000001 00000001 00000000
 [  0, 0]   0  0 00000000 00000000 00000000-fffffa8008741900    

			Args: 00000000 00000000 00000000 00000000

start             end                 module name
fffff880`07c47000 fffff880`07dfea80   snp2uvc  T (no symbols)           
    Loaded symbol image file: snp2uvc.sys
    Image path: \SystemRoot\system32\DRIVERS\snp2uvc.sys
    Image name: snp2uvc.sys
    Timestamp:        Tue [B][COLOR="Red"]Sep 07 [/COLOR][/B]18:49:37 [B][COLOR="red"]2010[/COLOR][/B] (4C8603A9)
    CheckSum:         001C6F36
    ImageSize:        001B7A80
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4

The BSOD seems to be caused by the outdated Suyin webcam driver. Check to see if an updated driver is available here:
SUYIN

If not, then you should uninstall the device.

acillatem · Jan 16, 2016

Ok we'll give that a try. If an updated driver isn't available, how would I go about uninstalling that device? I'm not on her computer at the moment, so that's why I ask.

You have any idea of what is going on with system restore, and why it won't work? It would be nice if that worked properly.

Should I just ignore the results of the SFC scan too?

acillatem · Jan 16, 2016

I'm not so sure an updated driver, or anything remotely close, can be found at that site you linked me too. Nothing in the dropdown menus about webcams or anything close.

I found this in the 'Uninstall a program'....would that be what to uninstall?

And I found drivers for that here,
DriverMax - Imaging Devices - Azureware - USB2.0 UVC 2M WebCam Computer Driver Updates
but you're showing a different name.

acillatem · Jan 16, 2016

Ok.....in a weird type of irony, went back to her laptop after we ate dinner, to see if I could see any type of name in device manager, and it had gone to sleep, and we couldn't get it back at all. Just a black screen. Tried the escape key, moving the mouse....nothing worked. Did a hard shutdown. My wife said it's never done that....it always comes back to something.

Kind of strange.

acillatem · Jan 17, 2016

Found a slightly newer driver at softpedia, but my wife said she didn't even care, as she never uses the webcam, so we disabled it through device manager. Would that be good enough, just to test and see if it stops the problem?

On that note, do you think the webcam driver is also causing the freezing,after it's been asleep, or do you think I have two different issues? Like she said, she sees that blue screen less than maybe 25% of the time, after it freezes, but it's always when it freezes, after waking up.

Golden · Jan 17, 2016

acillatem said:
Found a slightly newer driver at softpedia, but my wife said she didn't even care, as she never uses the webcam, so we disabled it through device manager. Would that be good enough, just to test and see if it stops the problem?

On that note, do you think the webcam driver is also causing the freezing,after it's been asleep, or do you think I have two different issues? Like she said, she sees that blue screen less than maybe 25% of the time, after it freezes, but it's always when it freezes, after waking up.

Yes, disabling that way is the correct method.

Yes, I suspect the webcam driver was the cause of the BSOD from sleep - crash 0x9F's are very commonly associated with these problems.

ASUS laptop, freezing after having been asleep, occasional BSOD.

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