Computer Freezes

[Morag]

Hi

Hope someone can help, my son,s computer which is 2 years old has started to freeze particularly when on the internet especially when on sites like facebook and youtube. I updated flash and itunes and it would work for a short time then freeze again. It will operate ok in safe mode. I was told it was a hard drive failure but not sure how to procced, would resetting with the recovery discs work?

It is a Toshiba Satellite L300-29X running Vista

Thanks

[Starbuck]

Hi Morag and welcome to FPCH,

 

I was told it was a hard drive failure but not sure how to procced, would resetting with the recovery discs work?

If it is Hard Drive related, you could well encounter problems when running the recovery discs.

The recovery discs won't fix the hard drive.

It may not be hard drive related though, let's see if giving the system a cleanup helps any.

If it hasn't had a good cleanup in 2 years running TFC won't go amiss.

If this doesn't help, one of the others will explain how to get the hard drive checked.

Also, to be on the safe side, i'd make sure that any personal files, pics etc are backed up just in case.

 

 

Download TFC by OldTimer to your desktop

• Please double-click TFC.exe to run it. (Note: If you are running on Vista, right-click on the file and choose Run As Administrator).
  
• It will close all programs when run, so make sure you have saved all your work before you begin.
  
• Click the Start button to begin the process. Depending on how often you clean temp files, execution time should be anywhere from a few seconds to a minute or two. Let it run uninterrupted to completion.
  
• Once it's finished it should reboot your machine. If it does not, please manually reboot the machine yourself to ensure a complete clean.

 

Let us know if there's any improvement now.

[Morag]

Thank you will give that a try tomorrow and let you know how it goes.

[Morag]

Hi have just been able to get back to fixing this problem! I am running TFC by old timer however it has been running for about 30 mins, it is still responding but it hasn't changed for about 20 mins. It says it has emptied the temp folder and temporary internet files of user default, user default user and is currently on user Kevin, it has emptied the temp folder 641474466 bytes and whilst the green bar is still scrolling nothing else appears to be happening.

Any advice please. Thanks

[Starbuck]

Hi Morag

 

if the green bar is still moving... it's still working.

You'll know when it's finished because it'll ask you to reboot.

When it's finished let me know exactly how much was removed.

[Morag]

Hi Starbuck, thanks for replying so quickly, the computer has now frozen mid task!!

[Starbuck]

Hi Morag

 

the computer has now frozen mid task!!

Ok, you'll have to reboot the system manually then.

If it's completely frozen you'll have to turn it off using the power button ( just hold it in until it powers off.)

Then wait about 20 - 30 seconds and turn the system back on.

 

I'll be around for most of the evening so if you have any problems, just shout.

[Morag]

Hi Starbuck, did that then opened safe mode and ran TFC, it then froze again, however it has started running again just as you replied, should i continue with this?

[Starbuck]

If it'll run, then let it.

let me know when it's finished and you are back in normal mode

[Morag]

It is running as it did before it became frozen in normal mode, how long could it or should it run for?

[Starbuck]

when i run it on my system it takes about 20 seconds.

On some systems i've cleaned i've known it to take up to a minute.

[Morag]

Ok its been running for well over 40 mins is that ok? The first few steps took seconds but doing the temporary internet files folder for the main user seems to be the problem.

[Starbuck]

40 mins is far too long.

ok, i think we need to take a deeper look at the system.

 

• Download OTL to your desktop.
  right click on the link and select 'Save Link/Target As'.
   
  if you have problems, try this download link:
  OTL
  
• Double click on the icon to run it. Make sure all other windows are closed and to let it run uninterrupted.
  
• When the window appears, underneath Output at the top change it to Minimal Output.
  
• Check the boxes beside LOP Check and Purity Check

.

 

.

http://img.photobucket.com/albums/v708/starbuck50/new/Otllatest.png

Now copy the lines in bold below.
 
netsvcs
msconfig
%SYSTEMDRIVE%\*.*
%systemroot%\system32\Spool\prtprocs\w32x86\*.dll
%systemroot%\*. /mp /s
%systemroot%\system32\*.dll /lockedfiles
%systemroot%\Tasks\*.job /lockedfiles
%systemroot%\system32\drivers\*.sys /lockedfiles
%systemroot%\system32\*.exe /lockedfiles
%systemroot%\System32\config\*.sav
%PROGRAMFILES%\*
%USERPROFILE%\..|smtmp;true;true;true /FP
HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\WindowsUpdate\AU
hklm\software\clients\startmenuinternet|command /rs
hklm\software\clients\startmenuinternet|command /64 /rs
CREATERESTOREPOINT
 
 

• right click in the Custom Scans/Fixes window (under the blue bar) and choose Paste.
   
  http://img.photobucket.com/albums/v708/starbuck50/new%20forum/scan-fix.png
  .
  
• Click the Run Scan button.
   
  http://img.photobucket.com/albums/v708/starbuck50/runscan.png
   
  
• Do not change any settings unless otherwise told to do so. The scan wont take long.
  
• When the scan completes, it will open two notepad windows. OTL.Txt and Extras.Txt. These are saved in the same location as OTL.
  
• Please copy (Edit->Select All, Edit->Copy) the contents of these files, one at a time, and post them with your next reply.

 

Thanks

[Morag]

Thanks it is not going too well the first scan froze very quickly, the 2nd scanned initially well froze for a bit then resumed, there was a pop up which did not stay up long enough for me to copy the details but said something about a corrupted file. It now appears to have stuck on -

Pattern search - Looking at the file: C\Users\Kevin\AppData\Roaming\Microsoft\Windows\PrivacIE\Low\index.dat..., hope this is helpful. The computer has frozen again at this time.

Thanks

[Starbuck]

but said something about a corrupted file.

ok let's check this out first.

 

Step 1

 

• Click on Computer
  
• Right click on your main drive (usually 'C')
  
• Select Properties
  
• Click on the Tools tab
  
• Under Error Checking.. Click Check Now
  
• Tick the options that you require ( I recommend that you tick both options )
  
• Click Start
  
• On the screen that comes up.. Click Yes then OK
  
• Now restart your computer.

Note: Be patient. Analyzing the drive can be a lengthy process

 

 

Step 2

click Start >> All Programs >> Accessories, right-click Command Prompt, and then click Run as administrator. If you are prompted for an administrator password or for a confirmation, type the password, or click Allow.

2. Type the following command, and then press ENTER:

sfc /scannow

The sfc /scannow command scans all protected system files and replaces incorrect versions with correct Microsoft versions.

you maybe asked to for your Vista operating disc, so have it ready

 

let me know how this goes

[Morag]

sorry been away searching for disks! we only have the back up recovery discs which i made when we first got the computer, there are no specific vista operating disks, having restarted the computer i've come back to find it frozen again!

[Starbuck]

we only have the back up recovery discs which i made when we first got the computer, there are no specific vista operating disks

i hate companies that work with this idea!

You may not be asked for the disc, but i was warning you just in case.

The scannow may run without needing them.

 

Reading back i see this is your sons computer.

We haven't done any malware checks yet, which maybe a contributing factor to the problems.

I have teenage children and i know just what they are like!

 

If you have freezing problems, this next program will run in safe mode if needed. ( once it's installed and updated)

 

Please download Malwarebytes Anti-Malware and save it to your desktop.

• Make sure you are connected to the Internet.
  
• Double-click on Download_mbam-setup.exe to install the application.
  
• When the installation begins, follow the prompts and do not make any changes to default settings.
  
• When installation has finished, make sure you leave both of these checked:
  • Update Malwarebytes' Anti-Malware
    
  • Launch Malwarebytes' Anti-Malware

  [*]Then click Finish.

  [*]MBAM will automatically start and you will be asked to update the program before performing a scan. If an update is found, the program will automatically update itself. Press the OK button to close that box and continue. If you encounter any problems while downloading the updates, manually download them from here and just double-click on mbam-rules.exe to install.

  [*]On the Scanner tab:

  • Make sure the "Perform Full Scan" option is selected.
    
  • Then click on the Scan button.

  [*]If asked to select the drives to scan, leave all the drives selected and click on the Start Scan button.

  [*]The scan will begin and "Scan in progress" will show at the top. It may take some time to complete so please be patient.

  [*]When the scan is finished, a message box will say "The scan completed successfully. Click 'Show Results' to display all objects found".

  [*]Click OK to close the message box and continue with the removal process.

  [*]Back at the main Scanner screen, click on the Show Results button to see a list of any malware that was found.

  [*]Make sure that everything is checked, and click Remove Selected.

  [*]When removal is completed, a log report will open in Notepad and you may be prompted to restart your computer. (see Note below)

  [*]The log is automatically saved and can be viewed by clicking the Logs tab in MBAM.

  [*]Copy and paste the contents of that report in your next reply and exit MBAM.

Note: If MBAM encounters a file that is difficult to remove, you will be presented with 1 of 2 prompts. Click OK to either and let MBAM proceed with the disinfection process. If asked to restart the computer, please do so immediately. Failure to reboot will prevent MBAM from removing all the malware.

 

this next program will also run in safe mode if needed, but does a better job in normal mode.

 

Download Combofix from any of the links below. You must rename it before saving it. Save it to your desktop.

 

Link 1

Link 2

 

http://i266.photobucket.com/albums/ii277/sUBs_/combofix/CF_download_FF.gif

 

 

http://i266.photobucket.com/albums/ii277/sUBs_/combofix/CF_download_rename.gif

 

This is an example, you may rename ComboFix to anything you want.

 

• Disable your AntiVirus and AntiSpyware applications, usually via a right click on the System Tray icon. They may otherwise interfere with the running of ComboFix.
  For more information read:
  How To Temporarily Disable Your Anti-virus, Firewall And Anti-malware Programs
   
  Then:
   
  Double click on Combo-Fix.exe & follow the prompts.
   
  Vista/Win7 users should right click on the icon and select Run as Administrator.
   
  
• As part of it's process, ComboFix will check to see if the Microsoft Windows Recovery Console is installed. With malware infections being as they are today, it's strongly recommended to have this pre-installed on your machine before doing any malware removal. It will allow you to boot up into a special recovery/repair mode that will allow us to more easily help you should your computer have a problem after an attempted removal of malware.
   
  If running Vista/Win7, you may not see the recovery console screens
   
  
• Follow the prompts to allow ComboFix to download and install the Microsoft Windows Recovery Console, and when prompted, agree to the End-User License Agreement to install the Microsoft Windows Recovery Console.
  

**Please note: If the Microsoft Windows Recovery Console is already installed, ComboFix will continue it's malware removal procedures.

 

http://img.photobucket.com/albums/v708/starbuck50/cf1.png

 

Once the Microsoft Windows Recovery Console is installed using ComboFix, you should see the following message:

 

http://img.photobucket.com/albums/v706/ried7/whatnext.png

 

Click on Yes, to continue scanning for malware.

 

Note:

Do not mouseclick combofix's window while it's running. That may cause it to stall

 

When finished, it shall produce a log for you. Please include the C:\ComboFix.txt in your next reply.

 

In your next reply, please submit:

MBAM report

Combofix.txt

 

 

Thanks.

[Morag]

Right thanks will try all this as soon as it reboots again! I'm actually wondering why its me spending my evening fixing my sons computer whilst he plays on his playstation, kids!!

[Starbuck]

I'm actually wondering why its me spending my evening fixing my sons computer whilst he plays on his playstation, kids!!

it's called the joys of being a parent! :rolleyes:

If you don't get back with the reports tonight, i'll be around tomorrow evening.

[Morag]

Just got this pop up :- msnmsgr.exe - Corrupt File

the file or directory C:\

users\Kevin|tracing\Windows LiveMessenger -uccapi-0.uccapilog is corrupt and unreadable.

Please run the chkdsk utility.

[Starbuck]

the file or directory C:\

users\Kevin|tracing\Windows LiveMessenger -uccapi-0.uccapilog is corrupt and unreadable.

Please run the chkdsk utility.

The chkdsk utility is what i mentioned earlier........

 

• Click on Computer
  
• Right click on your main drive (usually 'C')
  
• Select Properties
  
• Click on the Tools tab
  
• Under Error Checking.. Click Check Now
  
• Tick the options that you require ( I recommend that you tick both options )
  
• Click Start
  
• On the screen that comes up.. Click Yes then OK
  
• Now restart your computer.

Note: Be patient. Analyzing the drive can be a lengthy process

 

this doesn't require the operating disc so is a good idea to run it.

[Morag]

sometimes when it restarts it says one of the disks is compromised, it has run the check several times but the problem still persists, is that meant to fix any problems it finds? I'm sure its disks it says. It is currently running the malware scan at the moment, then i'll carry on with rest tomorrow, thank you for all your help so far I really appreciate it.

[Morag]

Hiya update for tonight i've tried to run the chkdsk utility tonight. I'm running it for the second time each time it has stopped on 28% complete (219923 of 419312 files processed). I understood it will take a while to analyse the drive but i'm not sure if it is stuck at this time, it has been stopped at this point now for the last 40 mins and has taken at least an hour and a half in total so far, is this normal? It was the same the first time i tried it tonight and i rebooted the computer as i thought it had frozen now I'm not sure.

[Starbuck]

Hi Morag,

 

Ok, there is obviously problems with the system.... so let's rule out any malware problems.

Please run the MBAM and Combofix programs i posted yesterday.

When i have the reports i maybe in a better position to see any problems.

 

Thanks

[Morag]

Hi Thanks have also had problems with my own computer tonight since upgrading IE :( so struggled to get back onto internet!) Will run malware during the day tomorrow and atempt to resolve this problem then once again thanks. Are you on tomorrow sorry make that today now?