DR M Sysnative Staff, Security Analyst Staff member Joined Feb 12, 2015 Posts 1,756 Mar 12, 2024 #21 gVega said: sorry for the late reply. i'm still having the same issues unfortunately. i was talking to someone else who also has a dell and has similar (but less severe) issues to what i have after he did an in-place upgrade to 10 too, and he didn't have a virus or anything so we were thinking it could be related, i don't know if that gives you anything more to work with or is of any value. i know you don't have any other suggestions, but do you think this is even fixable? does this mean that replacing it could fix my issue? Click to expand... Hi. Yes, your replies are coming after a long period of time, and, as I always say, this is not good, since as the time passes, the system changes. OK, you said that you are not using the computer, but again, it's something you should see, if you really want to fix it. From your reply, I assume that you didn't go for an in-place upgrade as I asked you to do. I wouldn't ask you to do so if I believed that it is a waste of time. Note that your hard disk started to have issues, so this is another thing to have in mind.
gVega said: sorry for the late reply. i'm still having the same issues unfortunately. i was talking to someone else who also has a dell and has similar (but less severe) issues to what i have after he did an in-place upgrade to 10 too, and he didn't have a virus or anything so we were thinking it could be related, i don't know if that gives you anything more to work with or is of any value. i know you don't have any other suggestions, but do you think this is even fixable? does this mean that replacing it could fix my issue? Click to expand... Hi. Yes, your replies are coming after a long period of time, and, as I always say, this is not good, since as the time passes, the system changes. OK, you said that you are not using the computer, but again, it's something you should see, if you really want to fix it. From your reply, I assume that you didn't go for an in-place upgrade as I asked you to do. I wouldn't ask you to do so if I believed that it is a waste of time. Note that your hard disk started to have issues, so this is another thing to have in mind.
G gVega Member Joined Dec 13, 2023 Posts 18 Mar 14, 2024 #22 Shintaro said: You said that the USB NIC caused DPC (Deferred Procedure call) issues, did you run DPC latency monitor and see what it reported? Click to expand... yes, it was causing high latency with wdf1000.sys, storport.sys and some other ones that i can't remember off the top of my head. ndis.sys was still a bit higher than it should be, not anywhere near how high it is without it, but the other ones are so high with it that there's no actual improvement with the function of my computer when i use it over the built-in one. i still have high latency with it and all of the usual problems so i don't use it anymore. if it would help for me to go back and check which ones it was specifically, i can do that this weekend. Shintaro said: A few people seem to point to either the Dell support apps and/or Windows Sonic for headphones. Click to expand... i can remove them this weekend, i think i've already tried turning off windows sonic and some of the support apps but i can try again to be sure Shintaro said: Reading what you have said, that you had the stuttering issue prior to the virus and after the in-place Windows 10 upgrade, I would suggest that it appears to be software-related. Click to expand... sorry if it wasn't clear, the issues i have now are all after i got the virus and did the in place upgrade to fix some of the damage the virus did. some of my files were corrupted and sfc couldn't fix them, and i was told to do that by customer support. i'm pretty sure it wasn't there during when i had the virus and only came after i started reinstalling/refreshing my windows install, but i'm not 100% sure because i had no reason to try to measure it (and didn't know about latencymon) then. everything's clean of viruses now but the dpc issues are still here DR M said: From your reply, I assume that you didn't go for an in-place upgrade as I asked you to do. I wouldn't ask you to do so if I believed that it is a waste of time. Click to expand... sorry if I didn't make that clear, i did do the in-place upgrade like you told me to do and still have the same issues afterwards. i wish i could work on this more often and i'm sorry it's inconvenient, but it's a long drive home (where my desktop is) and i can't make that during the week when i have classes and work to do
Shintaro said: You said that the USB NIC caused DPC (Deferred Procedure call) issues, did you run DPC latency monitor and see what it reported? Click to expand... yes, it was causing high latency with wdf1000.sys, storport.sys and some other ones that i can't remember off the top of my head. ndis.sys was still a bit higher than it should be, not anywhere near how high it is without it, but the other ones are so high with it that there's no actual improvement with the function of my computer when i use it over the built-in one. i still have high latency with it and all of the usual problems so i don't use it anymore. if it would help for me to go back and check which ones it was specifically, i can do that this weekend. Shintaro said: A few people seem to point to either the Dell support apps and/or Windows Sonic for headphones. Click to expand... i can remove them this weekend, i think i've already tried turning off windows sonic and some of the support apps but i can try again to be sure Shintaro said: Reading what you have said, that you had the stuttering issue prior to the virus and after the in-place Windows 10 upgrade, I would suggest that it appears to be software-related. Click to expand... sorry if it wasn't clear, the issues i have now are all after i got the virus and did the in place upgrade to fix some of the damage the virus did. some of my files were corrupted and sfc couldn't fix them, and i was told to do that by customer support. i'm pretty sure it wasn't there during when i had the virus and only came after i started reinstalling/refreshing my windows install, but i'm not 100% sure because i had no reason to try to measure it (and didn't know about latencymon) then. everything's clean of viruses now but the dpc issues are still here DR M said: From your reply, I assume that you didn't go for an in-place upgrade as I asked you to do. I wouldn't ask you to do so if I believed that it is a waste of time. Click to expand... sorry if I didn't make that clear, i did do the in-place upgrade like you told me to do and still have the same issues afterwards. i wish i could work on this more often and i'm sorry it's inconvenient, but it's a long drive home (where my desktop is) and i can't make that during the week when i have classes and work to do
DR M Sysnative Staff, Security Analyst Staff member Joined Feb 12, 2015 Posts 1,756 Mar 14, 2024 #23 sorry if I didn't make that clear, i did do the in-place upgrade like you told me to do and still have the same issues afterwards. i wish i could work on this more often and i'm sorry it's inconvenient, but it's a long drive home (where my desktop is) and i can't make that during the week when i have classes and work to do Click to expand... Thanks for clarifying that you did do the in-place upgrade. Well, I'm out of suggestions. I really wish you all the best with your studies, and hopefully someone else could assist you. Before I give you instructions to remove the tools we used, let me see fresh FRST logs, after the upgrade. Double-click on the FRST icon to run it, as you did before. When the tool opens click Yes to disclaimer. Press Scan button and wait for a while. The scanner will produce two logs on your Desktop: FRST.txt and Addition.txt. Please attach these two logs in your next reply.
sorry if I didn't make that clear, i did do the in-place upgrade like you told me to do and still have the same issues afterwards. i wish i could work on this more often and i'm sorry it's inconvenient, but it's a long drive home (where my desktop is) and i can't make that during the week when i have classes and work to do Click to expand... Thanks for clarifying that you did do the in-place upgrade. Well, I'm out of suggestions. I really wish you all the best with your studies, and hopefully someone else could assist you. Before I give you instructions to remove the tools we used, let me see fresh FRST logs, after the upgrade. Double-click on the FRST icon to run it, as you did before. When the tool opens click Yes to disclaimer. Press Scan button and wait for a while. The scanner will produce two logs on your Desktop: FRST.txt and Addition.txt. Please attach these two logs in your next reply.
Shintaro Well-known member Joined Jun 12, 2012 Posts 206 Location Brisbane, Australia Mar 14, 2024 #24 Do you remember the name of the virus that you initially got? Also, thinking about the initial DPC issue with ndis.sys, did you only have TCP/IPv4 and Client for Microsoft Networks in "Ethernet properties"?
Do you remember the name of the virus that you initially got? Also, thinking about the initial DPC issue with ndis.sys, did you only have TCP/IPv4 and Client for Microsoft Networks in "Ethernet properties"?
G gVega Member Joined Dec 13, 2023 Posts 18 Mar 18, 2024 #25 DR M said: Thanks for clarifying that you did do the in-place upgrade. Well, I'm out of suggestions. I really wish you all the best with your studies, and hopefully someone else could assist you. Click to expand... thank you, i appreciate you taking the time to help me. Shintaro said: Do you remember the name of the virus that you initially got? Click to expand... sadly i lost the log files somewhere in all of the resets i've done. i thought i had them saved somewhere, but i don't. i'm talking to the customer support of the antivirus i use to see if they have any record of it. Shintaro said: Also, thinking about the initial DPC issue with ndis.sys, did you only have TCP/IPv4 and Client for Microsoft Networks in "Ethernet properties"? Click to expand... i don't understand what you mean, sorry Attachments addition.txt 60.5 KB · Views: 3 frst.txt 61.6 KB · Views: 4
DR M said: Thanks for clarifying that you did do the in-place upgrade. Well, I'm out of suggestions. I really wish you all the best with your studies, and hopefully someone else could assist you. Click to expand... thank you, i appreciate you taking the time to help me. Shintaro said: Do you remember the name of the virus that you initially got? Click to expand... sadly i lost the log files somewhere in all of the resets i've done. i thought i had them saved somewhere, but i don't. i'm talking to the customer support of the antivirus i use to see if they have any record of it. Shintaro said: Also, thinking about the initial DPC issue with ndis.sys, did you only have TCP/IPv4 and Client for Microsoft Networks in "Ethernet properties"? Click to expand... i don't understand what you mean, sorry
DR M Sysnative Staff, Security Analyst Staff member Joined Feb 12, 2015 Posts 1,756 Mar 19, 2024 #26 Hello. A few more thoughts. Your issues: 1. severe audio crackling/stuttering 2. mouse lag/stuttering, when i hold either of the buttons it will click multiple times instead of one held click 3. ndis.sys still has high latency (measured with latencymon) 4. pc sometimes freezes/stutters for 30 seconds to a minute Click to expand... About point 2 above: Have you tried a different mouse? About point 1: The following line is from your logs: The device, \Device\CdRom0, has a bad block. If the disks you are using are in a good condition, perhaps a hardware issue related to this is the cause. About point 4: The chkdsk scan showed that the disk had some error which are now fixed. Sometimes, when a hard drive starts having issues, it continues like this, until it completely fails. Just an additional check: Download CrystalDiskInfo from here and save it to your Desktop. Run the installer to install the program. When finished, open the installed program by double clicking on it. If everything is working properly, you should see the status “Good“ displayed. Other statuses you might see include “Bad” (which usually indicates a drive that’s dead or near death), “Caution” (which indicates a drive that you should most likely be thinking about backing up and replacing), and “Unknown” (which just means that information could not be obtained). Check the status for all your disks and let us know the result.
Hello. A few more thoughts. Your issues: 1. severe audio crackling/stuttering 2. mouse lag/stuttering, when i hold either of the buttons it will click multiple times instead of one held click 3. ndis.sys still has high latency (measured with latencymon) 4. pc sometimes freezes/stutters for 30 seconds to a minute Click to expand... About point 2 above: Have you tried a different mouse? About point 1: The following line is from your logs: The device, \Device\CdRom0, has a bad block. If the disks you are using are in a good condition, perhaps a hardware issue related to this is the cause. About point 4: The chkdsk scan showed that the disk had some error which are now fixed. Sometimes, when a hard drive starts having issues, it continues like this, until it completely fails. Just an additional check: Download CrystalDiskInfo from here and save it to your Desktop. Run the installer to install the program. When finished, open the installed program by double clicking on it. If everything is working properly, you should see the status “Good“ displayed. Other statuses you might see include “Bad” (which usually indicates a drive that’s dead or near death), “Caution” (which indicates a drive that you should most likely be thinking about backing up and replacing), and “Unknown” (which just means that information could not be obtained). Check the status for all your disks and let us know the result.
Shintaro Well-known member Joined Jun 12, 2012 Posts 206 Location Brisbane, Australia Mar 19, 2024 #27 Attached is the picture of the network adapter, with only a couple of things enabled. The type of virus would have helped as it would have given me an idea of the attack vector (the way you got the virus) and what files (that were known) it changed. And the potential damage that it caused the system and how to fix it. Attachments TCPIP4.PNG 12.5 KB · Views: 2
Attached is the picture of the network adapter, with only a couple of things enabled. The type of virus would have helped as it would have given me an idea of the attack vector (the way you got the virus) and what files (that were known) it changed. And the potential damage that it caused the system and how to fix it.
DR M Sysnative Staff, Security Analyst Staff member Joined Feb 12, 2015 Posts 1,756 Mar 20, 2024 #28 The type of virus would have helped as it would have given me an idea of the attack vector (the way you got the virus) and what files (that were known) it changed. And the potential damage that it caused the system and how to fix it. Click to expand... This info would not add to what we already know via the logs and the additional checks we made. Besides, the computer was reset to its factory settings, a cleaning procedure followed, an in-place upgrade was successfully done, no system corruptions were found. I believe it is a hardware issue, as I pointed out here.
The type of virus would have helped as it would have given me an idea of the attack vector (the way you got the virus) and what files (that were known) it changed. And the potential damage that it caused the system and how to fix it. Click to expand... This info would not add to what we already know via the logs and the additional checks we made. Besides, the computer was reset to its factory settings, a cleaning procedure followed, an in-place upgrade was successfully done, no system corruptions were found. I believe it is a hardware issue, as I pointed out here.
Shintaro Well-known member Joined Jun 12, 2012 Posts 206 Location Brisbane, Australia Mar 20, 2024 #29 DR M said: This info would not add to what we already know via the logs and the additional checks we made. Besides, the computer was reset to its factory settings, a cleaning procedure followed, an in-place upgrade was successfully done, no system corruptions were found. I believe it is a hardware issue, as I pointed out here. Click to expand... The requested information was so that I might offer some post-problem suggestions that might help to prevent future problems. I trying to think of information that would help the user moving forward.
DR M said: This info would not add to what we already know via the logs and the additional checks we made. Besides, the computer was reset to its factory settings, a cleaning procedure followed, an in-place upgrade was successfully done, no system corruptions were found. I believe it is a hardware issue, as I pointed out here. Click to expand... The requested information was so that I might offer some post-problem suggestions that might help to prevent future problems. I trying to think of information that would help the user moving forward.
DR M Sysnative Staff, Security Analyst Staff member Joined Feb 12, 2015 Posts 1,756 Mar 20, 2024 #30 In your previous post you said that the information about the virus would help you tell the user how to fix his issues. The user was ready to ask the customer support service of his antivirus info about that. It's completely unnecessary. That's why I replied above with the way I did. I believe the user will move forward when his issues are gone. At the moment, we are trying to figure out what is happening, and any suggestions on that are welcome. The "how did I got infected and how not to get infected again lecture", comes at the end. A last drastic thing to try is a clean install of the operating system. If the issues persist, then clearly we are dealing with a hardware issue.
In your previous post you said that the information about the virus would help you tell the user how to fix his issues. The user was ready to ask the customer support service of his antivirus info about that. It's completely unnecessary. That's why I replied above with the way I did. I believe the user will move forward when his issues are gone. At the moment, we are trying to figure out what is happening, and any suggestions on that are welcome. The "how did I got infected and how not to get infected again lecture", comes at the end. A last drastic thing to try is a clean install of the operating system. If the issues persist, then clearly we are dealing with a hardware issue.
G gVega Member Joined Dec 13, 2023 Posts 18 Mar 25, 2024 #31 ah, you're right about the mouse. i really didn't think it was because the mouse is relatively new, but it doesn't have the mouse problem when i use a new one. i didn't have a spare to test before and saw that that was also a symptom of the latency thing so i never thought to buy a cheap one and test it. a bit stupid of me is there a way for me to find out if \Device\CdRom0 is the problem? if it is, what can i do about that? i used crystaldiskinfo and my C drive said 48%, the others didn't have a number but they were all labelled as "good" too. it said the disk that was at 48% was "good", but since it had errors before, is it bad enough that replacing it might help?
ah, you're right about the mouse. i really didn't think it was because the mouse is relatively new, but it doesn't have the mouse problem when i use a new one. i didn't have a spare to test before and saw that that was also a symptom of the latency thing so i never thought to buy a cheap one and test it. a bit stupid of me is there a way for me to find out if \Device\CdRom0 is the problem? if it is, what can i do about that? i used crystaldiskinfo and my C drive said 48%, the others didn't have a number but they were all labelled as "good" too. it said the disk that was at 48% was "good", but since it had errors before, is it bad enough that replacing it might help?
DR M Sysnative Staff, Security Analyst Staff member Joined Feb 12, 2015 Posts 1,756 Mar 26, 2024 #32 ah, you're right about the mouse. i really didn't think it was because the mouse is relatively new, but it doesn't have the mouse problem when i use a new one. i didn't have a spare to test before and saw that that was also a symptom of the latency thing so i never thought to buy a cheap one and test it. a bit stupid of me Click to expand... He he! Sometimes the simplest thing is the solution. is there a way for me to find out if \Device\CdRom0 is the problem? if it is, what can i do about that? Click to expand... If you insert disks that are not damaged and you have issues with loading the disks or the sound or anything else, then the device has issues. I didn't mention before that the audio issue may have also has to do with the audio device of the computer. You can try to use another external audio device as you did with the mouse, and check if you are still having issues. i used crystaldiskinfo and my C drive said 48%, the others didn't have a number but they were all labelled as "good" too. it said the disk that was at 48% was "good", but since it had errors before, is it bad enough that replacing it might help? Click to expand... Disk's health appears to be on 48% but the status is Good? It's a bit strange. Personally, I would order a new disk and backup my files. In that way, you will be ready when the disk completely fails. If, however, the system starts not functioning properly, you will need to go for a disk replacement immediately.
ah, you're right about the mouse. i really didn't think it was because the mouse is relatively new, but it doesn't have the mouse problem when i use a new one. i didn't have a spare to test before and saw that that was also a symptom of the latency thing so i never thought to buy a cheap one and test it. a bit stupid of me Click to expand... He he! Sometimes the simplest thing is the solution. is there a way for me to find out if \Device\CdRom0 is the problem? if it is, what can i do about that? Click to expand... If you insert disks that are not damaged and you have issues with loading the disks or the sound or anything else, then the device has issues. I didn't mention before that the audio issue may have also has to do with the audio device of the computer. You can try to use another external audio device as you did with the mouse, and check if you are still having issues. i used crystaldiskinfo and my C drive said 48%, the others didn't have a number but they were all labelled as "good" too. it said the disk that was at 48% was "good", but since it had errors before, is it bad enough that replacing it might help? Click to expand... Disk's health appears to be on 48% but the status is Good? It's a bit strange. Personally, I would order a new disk and backup my files. In that way, you will be ready when the disk completely fails. If, however, the system starts not functioning properly, you will need to go for a disk replacement immediately.
G gVega Member Joined Dec 13, 2023 Posts 18 Apr 1, 2024 #33 DR M said: If you insert disks that are not damaged and you have issues with loading the disks or the sound or anything else, then the device has issues. Click to expand... this doesn't seem to be it, it doesn't make a difference if i have a disc in or not and it can read them fine DR M said: I didn't mention before that the audio issue may have also has to do with the audio device of the computer. You can try to use another external audio device as you did with the mouse, and check if you are still having issues. Click to expand... i went to check this with my phone's earbuds but the headphone jack didn't work. i don't know if that's new or related to anything, i've never had to use it before (all of the audio devices i've had have either been bluetooth or usb). i'll need to get something else to test with but thought it would be best to mention it now, i'll update on wednesday after i actually test it. if it is just the audio device i'm using, is there any reason why it and the mouse would both break at almost the exact same time, both right after my pc got messed up? can viruses even do that or is it just very weird timing? they both worked perfectly right before all of that happened. i hope it is just the audio device, it would be so much easier to fix DR M said: Disk's health appears to be on 48% but the status is Good? It's a bit strange. Click to expand... i attached a screenshot of its page in case there's anything you can get from it, but it says everything's good. i'll look into getting a replacement for it for when i need it Attachments 2024-03-31_17_17_46-Window.png 47.8 KB · Views: 2
DR M said: If you insert disks that are not damaged and you have issues with loading the disks or the sound or anything else, then the device has issues. Click to expand... this doesn't seem to be it, it doesn't make a difference if i have a disc in or not and it can read them fine DR M said: I didn't mention before that the audio issue may have also has to do with the audio device of the computer. You can try to use another external audio device as you did with the mouse, and check if you are still having issues. Click to expand... i went to check this with my phone's earbuds but the headphone jack didn't work. i don't know if that's new or related to anything, i've never had to use it before (all of the audio devices i've had have either been bluetooth or usb). i'll need to get something else to test with but thought it would be best to mention it now, i'll update on wednesday after i actually test it. if it is just the audio device i'm using, is there any reason why it and the mouse would both break at almost the exact same time, both right after my pc got messed up? can viruses even do that or is it just very weird timing? they both worked perfectly right before all of that happened. i hope it is just the audio device, it would be so much easier to fix DR M said: Disk's health appears to be on 48% but the status is Good? It's a bit strange. Click to expand... i attached a screenshot of its page in case there's anything you can get from it, but it says everything's good. i'll look into getting a replacement for it for when i need it
DR M Sysnative Staff, Security Analyst Staff member Joined Feb 12, 2015 Posts 1,756 Apr 2, 2024 #34 if it is just the audio device i'm using, is there any reason why it and the mouse would both break at almost the exact same time, both right after my pc got messed up? Click to expand... I don't know. Let's see what happens when you insert an external audio device.
if it is just the audio device i'm using, is there any reason why it and the mouse would both break at almost the exact same time, both right after my pc got messed up? Click to expand... I don't know. Let's see what happens when you insert an external audio device.
G gVega Member Joined Dec 13, 2023 Posts 18 Apr 9, 2024 #35 sorry for the wait, my order for it got delayed and i couldn't test it until today. i tried it and my audio is fixed. my pc seems to be normal enough now except it still has high dpc latency, is that something i should worry about or is it okay to leave it? thank you so much for helping me, i would've never thought that it wasn't anything wrong with my actual computer because of the timing thing and i've never had a headset break and affect the audio in a way that could be recorded like it did.
sorry for the wait, my order for it got delayed and i couldn't test it until today. i tried it and my audio is fixed. my pc seems to be normal enough now except it still has high dpc latency, is that something i should worry about or is it okay to leave it? thank you so much for helping me, i would've never thought that it wasn't anything wrong with my actual computer because of the timing thing and i've never had a headset break and affect the audio in a way that could be recorded like it did.
DR M Sysnative Staff, Security Analyst Staff member Joined Feb 12, 2015 Posts 1,756 Apr 10, 2024 #36 I wonder what happens if you uninstalled Bit Defender Total Security. You can do that and check for a few days if there is improvement.
I wonder what happens if you uninstalled Bit Defender Total Security. You can do that and check for a few days if there is improvement.
G gVega Member Joined Dec 13, 2023 Posts 18 May 1, 2024 #37 sorry for disappearing, i was getting ready for finals. i have uninstalled it before and it didn't seem to help, but i can try again when i move back home if you still think i should
sorry for disappearing, i was getting ready for finals. i have uninstalled it before and it didn't seem to help, but i can try again when i move back home if you still think i should
DR M Sysnative Staff, Security Analyst Staff member Joined Feb 12, 2015 Posts 1,756 May 1, 2024 #38 Yes, I would go for an uninstall. Good luck with your exams!
G gVega Member Joined Dec 13, 2023 Posts 18 May 3, 2024 #39 thanks :) it's still an issue even with bitdefender uninstalled
DR M Sysnative Staff, Security Analyst Staff member Joined Feb 12, 2015 Posts 1,756 May 4, 2024 #40 Can you post fresh FRST logs once again, after the uninstall?