HP Probook 4320s - Frequent crash / freezing randomly

[coolasacucumber]

My HP Probook 4320s laptop was purchased in October 2011 - just before I left for an extended volunteering trip in Kenya.

It quickly developed the extremely annoying problem of freezing / crashing. Unfortunately I was in Africa at this point - so just tried to live with it.

Thankfully, my wife has a laptop that we have been using instead, we just haven't been using the HP at all anymore.

I called the company that it was purchased it from, they asked me to do a memory test & hard drive test - they showed no errors.

They then advised me to reinstall Windows 7 Home Premium 32bit (it was preinstalled when purchased).

I reinstalled it, & downloaded all of the drivers from the web (a painfully slow experience on Kenyan internet...!!).

After installing all of them - it's still happening!

I see there are lots of issues with the blue screen, thankfully I have never had that problem, just the freezing.

Sometimes if left for a couple of minutes it will start to work again, sometimes it needs a reset with the power button.

If I was at home in the UK I would insist that it be swapped by the company purchased from, but being over here that isn't an option!

I would apprciate it so much if someone could offer some advice that would actually lead to the problem being solved.

Thank you very much in advance.

p.s. - I'm not extremely computer literate, so please phrase replies as you would to a 5 year old!!!

 

[zigzag3143]

Please provide us with your Event Viewer administrative logs by following these steps:


Click Start Menu
Type eventvwr into Search programs and files (do not hit enter)
Right click eventvwr.exe and click Run as administrator
Expand Custom Views
Click Administrative Events
Right click Administrative Events
Save all Events in Custom View As...
Save them in a folder where you will remember which folder and save as Errors.evtx
Go to where you saved Errors.evtx
Right click Errors.evtx -> send to -> compressed (zipped) folder
Upload the .zip file here.

 

[coolasacucumber]

Thanks very much for the help, apologies for the delay, I've not been able to do anything with this for the last few days.

I have follwed the instructions and hopefully the file will be uploaded with this post. If you are able still to help me try and solve this I would be so appreciative.

Thank you.

 

[coolasacucumber]

And I've just noticed the 'Banned for 3 days' tag underneath your user name, if that is true, and someonbe else is available to help me, I'd appreciate that too haha

 

[writhziden]

A number of these:

Log Name:      HP Software Framework
Source:        CaslSmBios
Date:          3/23/2012 2:10:55 AM
Event ID:      5
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Alastair-HP
Description:
The description for Event ID 5 from source CaslSmBios cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event: 

2012/03/23 11:10:55.294|000017F8|Error      |[CaslWmi]CommandPMC::B{hpCasl.enReturnCode(byte[]&)}|Error 0xe_BIOS_INVALID_COMMAND_TYPE from BIOS WMI call PMC/02h while getting PMC Capabilities info

Remove CaslSmBios or re-install it from HP Support


Unfortunately, we did not get the details for the program. The LocaleMetaData folder needs to be included for the details to be included. Can you upload these, as well?


The new steps for administrative logs are:

Please provide us with your Event Viewer administrative logs by following these steps:

1. Click Start Menu
2. Type eventvwr into Search programs and files (do not hit enter)
3. Right click eventvwr.exe and click Run as administrator
4. Expand Custom Views
5. Click Administrative Events
6. Right click Administrative Events
7. Save all Events in Custom View As...
8. Save them in a folder where you will remember which folder and save as Errors.evtx
9. When asked, save the display information in English.
10. Go to where you saved Errors.evtx
11. Create a new folder by right clicking in a blank area within the folder Errors.evtx is saved in. You could also click New Folder at the top of the directory under the directory path box.
12. Name the new folder Errors.
13. Place Errors.evtx and the LocaleMetaData folder into the new Errors folder.
14. Right click the Errors folder -> send to -> compressed (zipped) folder
15. Upload the .zip file here.

 

[coolasacucumber]

Thanks again, but I'm not sure what LocaleMetaData folder is? I've tried searching for it but no success.

I have reinstalled the BIOS update from the HP website as you sugested.

I am ready to post the new Errors folder, but just need confirmation on the LocaleMetaData.

Thanks

 

[writhziden]

The LocaleMetaData folder should be within the same folder as the .evtx file you saved. Do you see it in that folder?

 

[coolasacucumber]

Oops, sorry, yes I can see it now, fuuny that when I tried to search for it nothing appeared...

Thank you again for your assistance, I really do appreciate it.

 

[writhziden]

Log Name:      System
Source:        Service Control Manager
Date:          3/24/2012 4:34:29 AM
Event ID:      7009
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Alastair-HP
Description:
A timeout was reached (30000 milliseconds) while waiting for the Internet Everywhere 3G+. OUC service to connect.

These types of problems often cause system hangs. It is due to the program Internet Everywhere 3G+.

Log Name:      HP Software Framework
Source:        CaslSmBios
Date:          3/24/2012 4:21:21 AM
Event ID:      5
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Alastair-HP
Description:
2012/03/24 13:21:21.407|00001788|Error      |[CaslWmi]CommandPMC::B{hpCasl.enReturnCode(byte[]&)}|Error 0xe_BIOS_INVALID_COMMAND_TYPE from BIOS WMI call PMC/02h while getting PMC Capabilities info

Log Name:      HP Software Framework
Source:        CaslWmi
Date:          3/24/2012 4:21:14 AM
Event ID:      5
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Alastair-HP
Description:
2012/03/24 13:21:14.605|00001788|Error      |[CaslWmi]CommandFolio::A{hpCasl.enReturnCode(int&)}|Error 0xe_BIOS_INVALID_COMMAND_TYPE from BIOS WMI call Read/2Eh while getting Folio state

I recommend that you uninstall the HP software framework and then reinstall it.

from HP Software Framework Error Event 4 and 5 - HP Support Forum

 

[coolasacucumber]

Thank you. The crashes can occur when doing anything at all, not just when conected to internet via Everywhere 3G+.

I will uninstall HP Software Framework & try again!

I'll report back asap.

 

[writhziden]

You're welcome. Look forward to finding out how the system responds with those changes made.

 

[coolasacucumber]

Time to report back:- I got almost a full days use from the machine with no crashes. Then decided to watch dvd with Win Media Player, and within 3-4 minutes it had crashed and needed top be restarted with the power button.

I reloaded & tried to watch it again, and got probably about 15 minutes in, and then the same.

Anyfurther advice much appreciated!

Thank you.

 

[writhziden]

May still be an application or service conflict: http://www.sevenforums.com/tutorial...ation-conflicts-performing-clean-startup.html

 

[coolasacucumber]

Just ried the clean startup as per instructions. Put a dvd in an let it play while I was doing other things, and hey presto, within 25 minutes it has just crashed...

It's so frustrating as the laptop is less than 12 months old and came installed with Win 7 - if I was still in the UK I would just send it back to the company that it was purchased from, no such luck in Africa!!

Thanks again for helping, it feels like you're my only hope to get a working laptop again!

Any suggestions on what I should try next would be greatly received.

 

[coolasacucumber]

I left it to it's own devices, not restarting it with the power button, and it came back to life after about 5 minutes. I then tried putting the Orange mobile Modem in and accessing the internet, within 2-3 minutes it had crashed again.

I removed the modem and left it, it has just come back to life after another 5 minutes or so.

This is really driving me crackers, the amount of time that this is consuming...

As I am typing (on a different laptop, of course...) it has just crashed again while doing nothing but playing a dvd.

 

[writhziden]

Can you describe exactly what it does when it crashes? This seems like very strange behavior...

Also, please upload the .evtx file and LocaleMetaData folder compressed into .zip folder. Now that there is a clean startup, the problem may be more evident.

 

[coolasacucumber]

When it crashes everything just stops. It happens a lot whilst watching dvd's (originals, no copies/pirates etc). When the film stops, it will keep one scene of the film on screen, and constantly loop about 2 seconds of audio, 'I'll get you... I'll get you... I'll get you' etc, for as long as the laptop is left untouched.

Nothing else works, not start menu, not other programs that are open. I usuall try CTRL ALT DLT, which brings up a black screen and the cursor.

Sometimes, pressing escape will take me back to the frozen screen, but still unable to do anything. Sometimes pressing escape will just take the cursor away and do nothing else.

Sometimes, it will resurrect itself if left (as per above posts), sometimes it will stay 'crashed' until turned off with the power button.

Latest zip file should be attached...

 

[writhziden]

Microsoft Antimalware Real-Time Protection feature has encountered an error and failed.
 	Feature: Behavior Monitoring
 	Error Code: 0x80004005
 	Error description: Unspecified error 
 	Reason: The filter driver requires an up-to-date engine in order to function. You must install the latest definition updates in order to enable real-time protection.

Did you disable Microsoft Security Essentials when you did the clean startup? If so, see if enabling it helps. It seems to be complaining a bit.


Have you tried blowing the dust out of the system? Dust accumulates pretty fast in some environments, and should be blown out at least once every six months in all environments (I do mine once every three months).

To remove dust, follow the subsequent general procedure. If you have a desktop bought from Dell, HP, Sony, Lenovo, etc. make sure removing the desktop casing will not void your warranty first. Call the company if you are still under warranty and ask if it is okay to remove the casing and blow dust out. The procedure described is fine for laptops; just make sure no stickers are on panels saying if you remove the panel it will void the warranty.

1. Shut down and turn off your computer.
2. Unplug all power supplies to the computer (AC Power then battery for laptops, AC power for desktops)
3. Hold down the power button for 30 seconds to close the circuit and ensure all power drains from components.
4. Remove the casing for a desktop, or remove any screwed on panels and disc drives for laptops.
5. Blow out the dust inside by using a can of compressed air or a low pressure compressor. You will want to put the computer on a desk or table so you can maintain the can in an upright position if using a can of air. Blow into all crevices on the motherboard, heat sinks, cards, modules, etc. for a desktop. Blow into vents, opened panels, disc drive areas, USB ports, and the keyboard if it is a laptop. You may also want to blow inside the disc drive by replacing the drive to the laptop, starting the computer, opening the drive, and then turning off the computer and removing all power as described above including the 30 second power button step. For a desktop, you may also want to blow inside the disc drive by starting the computer, opening the drive, and then turning off the computer and removing all power as described above including the 30 second power button step.
6. Replace casing for the desktop. Replace panels and disc drive (if you have not already done so) for the laptop.
7. Plug power supplies in. AC adapter for the desktop. Battery and then AC Adapter for the laptop.
8. Start the computer and see if performance is better.

 

[coolasacucumber]

Yes, it was disbaled when I did the clean start up. I turned it back on just before I tried to access the internet.

Thanks for the advice about the dust. Do you really think it could be something as simple as that? Especially as the problem has been happening after just a few weeks of owning it?

One other option that I had was installing Vista, I have a copy of it that I own with me on dvd. It's incredibly frustrating as I'd like to be able to use Windows 7, especially as I have bought it, but I just need the lap top to be functioning.

In your experience, do you think that would work? (I think I'd have to download all of the Vista drivers, which again would take ages with the internet connection here, which I wouldn't want to do unless I was confident that it would work)

Thanks again for your help

 

[writhziden]

I did not realize your problem went that far back. That is unfortunate. When you said it happened soon after leaving, I did not realize that the laptop was basically new when it started. There are two simple things to try that have not yet been done, and then we will move on to hardware tests.

1. Go into your BIOS and load default settings to clear the CMOS memory.
2. Save Settings and exit the BIOS.
3. Shut down and turn off the computer.
4. Unplug the computer from the wall or surge protector (then remove the battery if it is a laptop).
5. 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.
6. (If it is a laptop, plug the battery back into the laptop and then) Plug the computer back into the wall.
7. Turn it on to reinitialize the software connections between the BIOS and hardware, and post back your results.