Solved Random PC freezes

[Tolis21]

Hey there. I am having some problems with my pc recently. What happens is that while i am using my pc it sometimes freezes and i have to manually restart it. It happens 1-2 times everyday and it has happened while i was doing random things, like using youtube, msn or playing a game. I have posted a zip file with a system health report.

Thanks in advance.

 

[writhziden]

The general steps to resolve these problems are testing RAM, temperatures, checking for viruses, and checking for application conflicts.

• Run the boot version of Memtest86+ paying close attention to Parts 2 and 3 of the tutorial. Also, in case Memtest86+ misses anything and comes up with no errors, run the extended version of the Windows Memory Diagnostics Tool for at least five passes. These you may want to run overnight since they take a long time to complete (run them an hour before bed each of the next two nights and check before going to sleep that they are still running).
  
  
  
• Download and install the appropriate version of HWINFO: HWiNFO32 for 32-bit Windows 7 or HWiNFO64 for 64-bit Windows 7 to check hardware temperatures by running in sensor-only mode. Start logging the temperature through sensor-only mode when the computer first starts, and let it run during stress or until a crash occurs.
  
  Save the CSV file in a place you will remember, and then compress the CSV file to a zip file and upload to here for us to analyze by following the steps in http://www.sevenforums.com/tutorials/9733-screenshots-files-upload-post-seven-forums.html.
  
  
  
• Scan for viruses with a full scan using the free version (do not start the trial) of Malwarebytes : Free anti-malware, anti-virus and spyware removal download and see the http://www.sevenforums.com/system-s...-system-security-combination.html#post1732627 for better security steps and scanning tools.
  
  
  
• http://www.sevenforums.com/tutorial...ation-conflicts-performing-clean-startup.html

I realize you are not having a blue screen crash, but if you follow the http://www.sevenforums.com/crashes-debugging/96879-blue-screen-death-bsod-posting-instructions.html, it will provide us with logs of your applications and system and any errors due to both. These can help to pinpoint freezing problems.

 

[Tolis21]

hey there again. i am sending you the file with the stuff from the bsod instruction and the file from HWiNFO64. In the last file with the temperatures, there wasn't any freeze while it was running. Right now i am scanning my pc with the malwarebytes program. Later tonight i will do the memtest86+.

Just some more info for my freezes. My pc has these freezes for some months now but haven't found a solution yet. I run the memtest86+ 1 month ago and it had no errors but i will do it again tonight. I also did a format to my pc hoping that this will fix my pc but after the format my pc still freezes once or twice per day.

 

[writhziden]

Temperatures look good. It is a good idea to run Memtest86+ multiple times for 7 passes each time since electronic failures can be finicky. Sometimes Memtest86+ will pass a few times and then suddenly show errors.

You also have controller errors on your hard disk. Make sure you chipset drivers, BIOS, storage, and IDE/ATAPI devices are all up to date.

 

[Tolis21]

ok i will run memtest86+ tonight and post the results tomorrow. i tried to update the drivers from the device manager in control panel and all of them are up to date.

this problem occured after i gave my pc to a shop to fix it from another problem. the story is that after i arrived from the summer holidays to my town, my pc was on but my screen was black and didn't receive any sign from the pc. so i sent it to a shop to fix it, and they told me that the motherboard was insterted wrong in pc, although my pc was working right for 3 years, and they changed the way it was placed so that it would be ok. well i took it back and when i tried to use it the same thing happened. my pc was open but there was no sign on the screen. So i send it to another shop where he told me that something was wrong with the BIOS and that he had to reset them and then my pc was working again. but since then 2 usb ports on the side of the tower are not working and i am having these random freezes..

 

[writhziden]

It is possible the USB ports not working is related to the freezes. I have seen instances where devices that do not work cause the motherboard to short and freezes/crashes occur.

 

[Tolis21]

in that case what should i do and how can i be sure it's the motherboards problem?
I runned memtest86+ last night for about 12 hours and it had 9 passes and 0 errors. i also scaned my pc with the malware program you told me in your first message and it found 6 errors which i fixed. so far no freeze has happened but in case it happens i will inform you. i will also do the clean startup later today.

 

[writhziden]

I would recommend seeing if cleaning out the malware helped. Then try to clean startup if it did not. We should eliminate malware and software as possible causes of the freezing before assuming it is hardware related.

 

[Tolis21]

hey there again. last night i runned the extended version of the Windows Memory Diagnostics Tool for about 12 hours and it was on 4/7 pass on 90% and had no errors. i stopped it at that time because i had to use the pc. so far no freeze has happened. in case a freeze happens i will perform a clean startup

 

[Tolis21]

i had a freeze today. it happened while i was afk, and at that time msn messenger, μtorrent and google chrome were running. i will do a clean startup and see if it freezes again.

 

[writhziden]

Alright, let us know how the clean startup goes. Best wishes!

 

[Tolis21]

hey there again. i have been using my pc in safe mode the last 3 days and everything seemed to be ok, but today i had a freeze again while i was in safe mode.

 

[writhziden]

Have you tried running with just one memory module? Mixing RAM manufacturers/models/modules bought at different times can cause instability. It may help to run with just one module. You can test the memory through running Windows. Test the memory slots as follows.

1. Shut down and turn off your computer.
2. Unplug all power sources to the tower (unplug the power from the outlet/surge protector or PSU).
3. Hold down the power button for 30 seconds (for your safety and the safety of the components) to close the circuit and drain all power from components.
4. Remove the casing.
5. Remove all but one memory module making sure you are grounded while doing so.
6. Replace the casing and put the remaining memory modules in a safe, static free environment.
7. If the problem persists, repeat steps 1-4 and move the memory module to another slot (while staying grounded, of course).

Do this until all slots have been tested. If all slots fail, the memory module may be bad. Test with one of the remaining modules. Continue one module at a time in one slot at a time until you find a good module and good slot. Test remaining modules in the good slot, test good modules in other slots to find bad slots, etc.


When you swap any memory components, follow these steps for ESD safety:

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. Make sure you are grounded by using proper grounding techniques, i.e. work on an anti-static workbench, anti-static desk, or an anti-static pad. Hold something metallic while touching it to the anti-static surface, or use an anti-static wristband to attach to the anti-static material while working.

Once these steps have been followed, it is safe to remove and replace components within your computer.



I also note the following problem device:

PS/2 Keyboard	ACPI\PNP0303\4&20D7719E&0	This device is not present, is not working properly, or does not have all its drivers installed.

Did the freezes stop after doing the above steps?

 

[Tolis21]

hey there. to be honest i didn't have much free time the previous 2 weeks because it was an exam period in my university. so i will start from tommorow trying these steps. By the way you say that i should test all the combinations of slots and memory modules. A combination will fail if my pc freezes, or is there any other way to determine it?

Do you know also how i can fix the "PS/2 Keyboard ACPI\PNP0303\4&20D7719E&0 This device is not present, is not working properly, or does not have all its drivers installed." ? I have tried updating the drivers but it didn't work.

 

[writhziden]

Yes, the best way to test is see if the memory/slot combination does or does not cause a freeze/crash. How long does the issue usually take to occur?

For the PS/2 keyboard issue: If updating the drivers did not help, you may want to check your device manager to see if there are any devices shown there that are not working properly. Uninstall those devices by right clicking them and clicking Uninstall. Accept any dialogs that pop up after.

 

[Tolis21]

it depends. it usually happens in the first 30 minutes after i start using my pc and then my pc runs fine. it happens usually once or twice per day but i has also taken 3 days for a freeze to occur. so testing the rams might take awhile. in which category is PS/2 Keyboard device in the device manager? i can't find it by that name

 

[writhziden]

It should be under keyboards. You may have to get the device to show up first if it is hidden or not connected. To get it to show up, follow these steps:

Run an http://www.sevenforums.com/tutorials/783-elevated-command-prompt.html:

1. Click Start Menu
2. Click All Programs
3. Click Accessories
4. Right click Command Prompt
5. Click Run as administrator
6. Type into command prompt “set devmgr_show_nonpresent_devices=1″ without quotes
7. Hit enter.
8. Type “devmgmt.msc” without quotes
9. Click View (at the top)
10. Check Show hidden devices
11. Click the + next to Keyboards
​

Are there any grey (faded) keyboards listed? If so, uninstall them (and check the box if asked if you want to delete the driver software for the device).
When finished, go back to View and uncheck Show hidden devices.
​

 

[Tolis21]

i followed the steps and under the keyboard tab it shows 3 objects. it shows 2 times the keyboard i am using, one normal and one faded, and it also shows PS/2 Keyboard which is gray and has a yellow exclamation mark. i uninstalled the PS/2 Keyboard device and it's driver. should i do the same with the other gray keyboard or not?

 

[writhziden]

If you are not sure, do not uninstall the device. It probably will not hurt anything to do so, but the best rule is to do nothing if unsure. The PS/2 keyboard with the exclamation mark is the problem device your crash report picked up on, so that was the right one to uninstall. Post back whether you still have freezes/crashes.

 

[Tolis21]

i had a freeze again yesterday at night. when i opened my pc again i saw in the device manager that under the keyboard's tab the PS/2 Keyboard still existed with an exclamation mark. I uninstalled it again. then after sometime when i shutted down my pc, 2 windows updates were installed. today i checked again the device manager and the PS/2 Keyboard is still there, hidden under the keyboard tab with an exclamation mark.