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Need help for Windows 7 program/documents stalling

Windows 7 stall safe mode

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#1
heather110

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Hi there,

 

I have been looking on this message board but could not find my exact problem, but hoping someone can help.  I have an ASUS laptop and run Windows 7, and the past couple of days I have had issues running everything on it.  I might be able to open Chrome (which is what I usually use), but trying to load one website just ends up stalling and I can't get anything open.  The same happens if I try to open a document.  The cursor still moves around the screen, but is either a wheel that stops spinning, or will not allow me to click on anything else.  I'll try to hit Ctrl + Alt + Delete to get to the Task Manager, but it never pulls up. 

 

I have tried some troubleshooting recommended in Safe Mode, such as recovering to a certain date (a few weeks ago before this issue started), Disk Clean Up, Windows Memory Diagnostic, but none of that seems to be helping.  I can only really seem to use the laptop at all from Safe Mode right now, too.

 

I'm not well versed at trying to repair anything by myself so this is all very new to me!  I would appreciate any help!

 

Thanks,

Heather

 


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#2
FreeBooter

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I would like to have you run a Clean Boot.

How to perform a Clean Boot.

Warning: Disabling items in Services or Startup may leave your anitivirus disabled until the process is ended. For this reason I would suggest that you perform this process off line.

Press the 7W6b39o.png keys to open Run, then type msconfig in the search box. This will open System Configuration.

If you are prompted for an administrator password or for confirmation, you should enter the password or provide confirmation.

(1) Click/tap on the General tab.

(2) Click/tap on the Selective startup option.

(3) Remove the check mark in the Load startup items check box.

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4. Click on the Services tab.

5. Place a check mark in the Hide all Microsoft services check box, this will remove the Microsoft Services from the list but will still be running.

6. Click Disable all, this will remove all of the check marks in the Services list.

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7. Click on Apply then OK

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Click on Restart in the window that opens.

When the computer is restarted it will boot normally.

If the problem does not continue after the restart please do the following.

8. Divide the number of these services by two and you place checks in the first half of these, then restart the computer.

9. If the problem doesn't return in those services remove the checks and place checks in the remaining services and restart the computer.

10. When you find which half the service is in go on to the next step.

11. The half which has the service causing this problem remove half of the checks as you did previously to see which half has this service. Restart the computer.

12. If it isn't in the first half of these services, do the same with the last half of the services.

13. Once you have narrowed it down to the last three or four services remove the checks one at a time till you find the service at fault.

Once you have found the service post it in your topic. Do not take any action until I suggest the next step.
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#3
heather110

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I was in the middle of an ESET Online Scanner which took 3 hours when I saw your post (which did not find any infected files), but then I've started on the steps you listed above.  I got through Step 7, and then restarted my computer.  That probably took an hour or so, but my documents are opening well and not stalling (I tried a PDF and a Word document), Internet Explorer is working well, however Chrome is not opening at all and that's usually what I use.

 

Should I proceed with the rest of your steps, or does this progress change anything you recommended in your post?

 

Thank you for responding and helping me with this!  I will not do any more on it tonight but will check again in the morning.


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#4
FreeBooter

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Please complete the clean boot.
Have you uninstall and reinstall chrome?


I would like you to check the system integrity of your Windows OS installation.
  • Please type cmd.exe into Start Menu search box.
  • Please right click cmd.exe and select "Run as administrator".
  • Please type the following command and press the <Enter> key: sfc /scannow (Please note that there is a space between 'sfc" and "/scannow".)
  • It should take about 20 minutes to run, if there are no serious errors.
  • If the System File Checker reports that some errors were fixed, but some remain; please reboot your computer and run the System File Checker from an Administrator Command Prompt, again.
  • If the System File Checker again reports that some errors were fixed, but some remain, please reboot your computer and run it a third time.
  • If "Resource Integrity Violations" (errors) are reported that could not be corrected, or were not corrected after a third SFC run, then please navigate to the folder: C:\Windows\Logs\CBS and copy the file "cbs.log" to your desktop immediately. I am asking you do that because that file is dynamic, so I want to be able to examine a copy that is unchanged from the time that the System File Checker was run.
  • If there are errors that couldn't be corrected, let me know and I will provide you with instructions as to how to upload the file

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#5
heather110

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I've confused myself while working through the Clean Boot.
 
I followed the steps for the first half and when it restarted, everything I tried seemed ok again except for Chrome (attachment windowshelp.png).

 

I tried again with the second half (windowshelp2.png) and it seemed to run just as well as the first half did (still no Chrome).  I uninstalled Chrome, tried to reinstall, and then it froze on me.  I forced it to shut down and opened it back in Safe Mode, and downloaded Chrome again.      

 

While still in Safe Mode, I tried to work on narrowing down the second half since that's where it froze on me while reinstalling Chrome (windows2ndhalftest1.png).  When I restarted again, PDF/Word/Excel all opened like normal and this time Chrome opened!  I was so excited, but then it stalled again opening Gmail.  It let me type in my username, then password, but froze trying to load.

 

I'm confused because I don't know if this indicates the problem is in what I have checked or left unchecked in system configuration, so I'm reluctant to take another step before you weigh in again if possible. 

 

I will work on the system integrity test you suggested next.

Attached Thumbnails

  • windowshelp.PNG
  • windowshelp2.PNG
  • windows2ndhalftest1.PNG

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#6
heather110

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I just followed the instructions to do the sfc  /scannow and my results said, "Windows Resource Protection found corrupt files but  was unable to fix some of them.  Details are included in the CBS.log windir\Logs\CBS\CBS.log  For example C:\Windows\Logs\CBS\CBS.log  then ends  with C:\Windows\system32>sf_

 

Should I reboot and run again a second and third time as you originally said, or since I'm already getting this result, should I skip to navigating to that folder now?


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#7
FreeBooter

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You should enable services and startup programs from normal boot mode not in safe mode.
Please execute Sfc command two more times.
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#8
heather110

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I have executed the Sfc command two more times, and copied the CBS log to my desktop.  It was still identifying the same message I copied earlier about corrupt files it is unable to fix. 


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#9
FreeBooter

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Please upload the CBS log to file sharing site and give us the download link.


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#10
heather110

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Thank you!

 

Here is a link, and I uploaded everything in the CBS log folder.  https://we.tl/ZTLoSXiutB


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#11
FreeBooter

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Execute SFCFix program and post the log file.

 

http://www.sysnative...apps/SFCFix.exe


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#12
heather110

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I started this and let it sit for about 30 minutes even though it said it should take about 10.  It said Step 1 failed (something about the server), got through Steps 2 and 3, and seemed to freeze on 1% of Step 4.  I had to force the laptop to shut down, and I'm running it again now.


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#13
heather110

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I tried again, and it looked different this time, but it still got stuck. I took a picture because when I try to use the Snipping Tool, it also freezes again trying to open another program.

Attached Thumbnails

  • 359632F5-6D7B-4EC5-818A-C278F8D2A118.jpeg

Edited by heather110, 02 October 2017 - 09:29 PM.

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#14
FreeBooter

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Please boot your computer with Windows Setup Media and from Windows Recovery Environment start the Command Prompt.

Please type below command into Command Prompt and press Enter key.

The following command scans integrity of all protected Windows system files and repairs files with problems when possible.

Sfc  /Scannow   /OFFBOOTDIR=D:\   /OFFWINDIR=D:\Windows


Please replace partition letter D: with Windows installed partition letter. When computer boots into Windows Recovery Environment (WinRE) environment the drive letter assign to Windows partition may not be C: drive letter because Windows 7, 8 , 8.1 and 10 creates a separate system partition when it's installed from scratch. The system partition contains boot files WinRE assigns the system partition the C: drive letter and the Windows installed partition will be assign any other drive letter usually D: drive letter is assign to Windows installed partition. The Bcdedit /enum | find "osdevice" command can be use to find out the drive letter of the Windows installed partition the output of the Bcdedit command is similar to this osdevice partition=D:. The drive letter after partition= is the drive letter of the Windows partition.
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#15
heather110

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Im so sorry, this is getting over my head. How do I start it in Windows Set Up Media? I only know to hit F8 upon starting up to let me choose between Recovery, Safe Mode, Normal, etc.
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