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Random Freezing / Lock-Up

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#1
kelltech

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Hello,

I have a new laptop and I'm having an issue with it randomly freezing. It's happening after I've been away from it for a while. When I return, it's not in sleep, but the mouse and keyboard will not generate any response. Not a mouse button, windows key, ctrl-alt-delete, nothing. I force a power off and turn it back on to get it responsive again. I don't see any errors, but of course I don't expect to after a reboot.

 

It actually just now froze on me a moment ago while I was closing a notification from Polaris Office, but this freezing problem has been happening since long before I even installed that program, so I don't think that's it.

I also don't know where or how to begin looking to figure out what's causing it. I looked at the event viewer and was overwhelmed and lost! I sure would greatly appreciate any help.

I have a Sager laptop with an i7, 8gb of RAM, running Windows 10.

 

I went ahead and ran Speccy in case someone asks for it, that is here: http://speccy.pirifo...xrqfOzC2nezhpJz

Noticed under Antivirus it's not showing Malwarebytes, but I do have the full version installed and running as well.

 

Thank you!


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#2
phillpower2

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Hello kelltech,

 

Had a quick look at your Speccy report and would suggest two things from the off;

 

Active power scheme: High performance Change this to Balanced in the Windows Power Plan settings, High Performance is a form of overclocking that causes instability.
 
 
Hibernation: Enabled: Hibernation imo is a useless feature and it is known to cause issues in Window 10, suggest that you disable it, "how to" below;
 
Open the Win+X menu, and click/tap on Command Prompt (Admin)
In the elevated command prompt, powercfg -h off press Enter and you are done.
 
While troubleshooting change all of the following to Never;
 
Turn Off Monitor after: (On AC Power): 10 min
Turn Off Monitor after: (On Battery Power): 10 min
Turn Off Hard Disk after: (On AC Power): 1 min
Turn Off Hard Disk after: (On Battery Power): 20 min
Suspend after: (On AC Power): 180 min
Suspend after: (On Battery Power): 30 min
 
Regarding Malwarebytes, we can see it in Speccy so it is there, is it saved on the WD boot drive or the data only Seagate drive. 
 
 
I have a Sager laptop with an i7, 8gb of RAM, running Windows 10.

 

 

From Speccy;

 

RAM
8.00GB Single-Channel Unknown @ 1196MHz (17-17-17-39)

 

 

This a rant on my behalf really, you have paid a lot of money for this computer so you would have thought that they would have used 2 xs 4GB sticks of RAM so that you would get the benefit of it running in dual channel at 2400MHz as opposed to single channel 1196MHz, btw, most system builders do this when only providing 4 or 8GB in their systems  :ranting:
 
 
 

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#3
kelltech

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Hi phillpower2 and thank you for your reply.

 

I followed the steps you provided and changed my power scheme. I always thought anything other than "performance" meant I wasn't using my hardware to it's potential, I didn't recognize that it's a form of overclocking. I set that to balanced.

 

Also followed the steps for shutting down hibernation, which I though I did right after I installed the OS. Hopefully it sticks this time  :D

 

Totally agree with the RAM rant! I kept thinking the RAM is the problem, and am considering installing another identical 8GB. Can't have an empty RAM slot.

 

Here's another Speccy after I did these things: http://speccy.pirifo...CPGcZaoOovk7wiq

 

Should I leave all of these settings set to never?

 

Turn Off Monitor after: (On AC Power): 10 min
Turn Off Monitor after: (On Battery Power): 10 min
Turn Off Hard Disk after: (On AC Power): 1 min
Turn Off Hard Disk after: (On Battery Power): 20 min
Suspend after: (On AC Power): 180 min
Suspend after: (On Battery Power): 30 min

 


Edited by kelltech, 07 December 2017 - 12:11 PM.

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#4
phillpower2

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Hello kelltech,
 
High Performance is not as bad on higher end computers as they have the specs to cope with the extra load, lower specs comps though with say 2GB of RAM, a dual core CPU, basic GPU and a poor quality PSU will most often either fail to boot, become unstable and/or overheat, with notebooks it causes a particular problem with overheating and especially with the battery.
 
Hibernation info acknowledged and pleased to see the setting has remained disabled for you this time.
 
Running: IObit Uninstaller Service

 

 

Would get rid of this, nothing good ever comes of anything from IObit type software, tech forums are littered with problems caused by such companies and their so called system optimiser tools  :(
 
Aye, as said above, please leave the other settings to Never while you are troubleshooting.
 
Regarding Malwarebytes, we can see it in Speccy so it is there, is it saved on the WD boot drive or the data only Seagate drive. 

 

 

Can you check this out and let us know, not sure if you had MBAM Premium installed when this first started but the fact that you have it installed but Defender is shown to be your AV the two programs could be conflicting and therefore the cause of your present problems.

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#5
kelltech

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Ouch, didn't know that about IObit. I primarily used it to get rid of the trash left behind by uninstalled programs. Perhaps CCleaner is a better solution?

 

MBAM Premium has been installed since I first installed the OS in September. Though I didn't think I installed that to my storage/secondary drive, I thought it was on my C drive, which is my SSD. Anyway, with Malwarebytes Premium, I'll shut Defender down and see how that helps.

 

EDIT: Ugg. Correction: it doesn't look like I can shut Defender off. I did find an option for editing the registry to do so, is it wise to go that route?


Edited by kelltech, 07 December 2017 - 01:01 PM.

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#6
phillpower2

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Hold off on CCleaner for now.

 

Though I didn't think I installed that to my storage/secondary drive, I thought it was on my C drive, which is my SSD.

 

 

Re MBAM, crossed wires perhaps, never said that it was installed to your storage drive only asked you to check to see if it was, this because you mentioned in your OP that you had the full version (Premium) installed.

 

Is or was the version of MBAM that you installed the trial version that runs for 14 days for free and then requires payment to continue running as the Premium version or alternatively reverts to the more basic on demand scanner should you not upgrade.

 

Please do not be tempted to make any changes in the registry.


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#7
kelltech

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I do believe it was the trial version and then I entered my upgrade key.


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#8
phillpower2

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K, what I suggest;

 

1: If you do not already have it kept somewhere secure use the Find my Premium license key tool to secure your licence key, once you have this written down etc see below;

2: Use the MBAM Clean Removal tool to completely uninstall MBAM.

3: Check to see if Defender is running, fully update it and have it do a full scan of your computer.

4: Once step 3 has been done, use your computer as you normally would and see how it behaves.

5: If steps 1 to 4 all go ok, post back with an update for us or alternatively any snags get back to us first if you will.

 

Hopefully once the above has been done you will be able to download a fresh MBAM Premium and be able to use the added benefits of the protection that you have previously paid for.


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#9
kelltech

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K, what I suggest;

 

1: If you do not already have it kept somewhere secure use the Find my Premium license key tool to secure your licence key, once you have this written down etc see below;

2: Use the MBAM Clean Removal tool to completely uninstall MBAM.

3: Check to see if Defender is running, fully update it and have it do a full scan of your computer.

4: Once step 3 has been done, use your computer as you normally would and see how it behaves.

5: If steps 1 to 4 all go ok, post back with an update for us or alternatively any snags get back to us first if you will.

 

Hopefully once the above has been done you will be able to download a fresh MBAM Premium and be able to use the added benefits of the protection that you have previously paid for.

 

Got it, thank you. I completed each step and am now going to proceed to use it normally. After a few days I'll report if I get any more freeze/crashes or if I get none.


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#10
phillpower2

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:thumbsup:


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#11
kelltech

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Unfortunately it just happened again. Had a total freeze/lock up and had to force power off.

 

I was working in Polaris Office, Firefox, and Chrome and had a Google Music app playing at the time, plus the normal stuff running in the system tray. :(


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