Severe freeze on i7 laptop, 8GB RAM, 16GB Optane (Windows 10)

A

archz2

Well-known member
Joined
May 6, 2019
Posts
77
My Acer Nitro 5 laptop has 8th genereation i7 processor, 4GB of Nvidia GTX 1050 Ti graphics, 16GB intel optane memory , 8GB DDR4 RAM.

Despite such a good configuration, I face almost daily one hard freeze, be it working in windows explorer on a simple small folder moving/renaming or surfing the web or doing some graphic design work.

Ctrl+Alt+Del doesn't work. Ctrl+Shift+Esc doesn't work. The freeze is pretty severe.

The system jams completely, and I have to hard shut down by pressing the power button.

All the updates are installed and all the graphics drivers are up-to-date. What should I do to solve this issue. I'm sharing some screenshots about MY laptop's optane memory and virtual memory settings. Please help.

I have been facing this issue since past one month. I was hoping that windows update might fix this thing but I haven't been able to solve this issue.
 

Attachments

  • OPTANE SETTINGS.png
    OPTANE SETTINGS.png
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  • VIRTUAL MEMORY.png
    VIRTUAL MEMORY.png
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Hi. . .

Please provide us with some system files, information and reports.

This can be easily done by running the jcgriff2/ Sysnative BSOD Dump and File app found in the BSOD Posting Instructions. I know that you did not mention anything about BSODs, but we also use the ~25 system files generated by the app for general system troubleshooting as well as for BSODs,

Blue Screen of Death (BSOD) Posting Instructions - Windows 10, 8.1, 8, 7 + Vista

Simply attach the output zip file to your next post.

What anti-virus app are you using?

What other security apps are installed and running, if any (e.g., Malwarebytes, etc...)?

Do you have a 3rd party (non-Microsoft) firewall installed? If YES, what is the name of it?

Regards. . .

jcgriff2
 
I am using Kaspersky Internet Security 2019. I'll surely share the requisite files with you. No other separate firewall or security apps exist on my machine.
 
jcgriff2 said:
Hi. . .

Please provide us with some system files, information and reports.

This can be easily done by running the jcgriff2/ Sysnative BSOD Dump and File app found in the BSOD Posting Instructions. I know that you did not mention anything about BSODs, but we also use the ~25 system files generated by the app for general system troubleshooting as well as for BSODs,

Blue Screen of Death (BSOD) Posting Instructions - Windows 10, 8.1, 8, 7 + Vista

Simply attach the output zip file to your next post.

What anti-virus app are you using?

What other security apps are installed and running, if any (e.g., Malwarebytes, etc...)?

Do you have a 3rd party (non-Microsoft) firewall installed? If YES, what is the name of it?

Regards. . .

jcgriff2
Click to expand...


Here is the output zip file
 

Attachments

Hi. . .

Thank you for the files. I did not really find anything that pointed to the nature of the problem, but I'm still going through the Event Viewer logs looking for out-of-place/odd entries. I did find quite a few surprises, which are detailed below.

One thing that I would highly recommend that you do as soon as possible and for the duration of our work here is to uninstall Kaspersky Internet Security 2019 (for now). KIS (like other similar products) is very extremely resource intensive and it's firewall has a tendency to block local NETBIOS ports, which in and of itself can cause freezing. The blocking of these ports is typical of all 3rd party firewalls, but KIS seems to have more trouble than most.

I am an ESET Beta tester and part of my job is to install competitor Internet Security Suites and to test them as well. Several years ago, it was time for me to test KIS. At that time, I had an HP dv7-1020us Core2Duo laptop and KIS brought it to its knees. I literally was unable to perform other functions (i.e., use the system normally) while KIS was installed.

However, things have changed since then. KIS has certainly changed and your system (8th gen corei7 - definitely one of the most powerful systems available) should be much better equipped to handle resource intensive apps like KIS vs. my Intel Core2Duo laptop all those years ago).

However, it is worth a try to see how your system performs without KIS.

Be sure to use the Kaspersky "kavremover tool" removal tool - Removal tool for Kaspersky Lab applications (kavremover)

Please be sure to re-boot the system immediately after the removal tool app finishes to assure that boot drivers and kernel mode drivers get removed properly and fully. If not, the KIS drivers could still load into RAM and cause problems.

I could not help but notice that there were 2 mini dump files I the attached zip file dated 8 May and 10 May 2019. Unfortunately, both are corrupted and in fact contain very little data as if to indicate that the system came down/crashed so fast that Windows did not have time to write a complete memory dump.

Further investigation into the Event Viewer logs and the output of the Windows app msinfo32 indicate that you have suffered a total of 8 (eight) BSODs recently - (scroll to right; look for the word BlueScreen) -
Code: 
06-May-19 6:34 PM Windows Error Reporting Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 1000007e
P2: ffffffffc0000005
P3: fffff804433cc7bf
P4: ffff8681e7d167a8
P5: ffff8681e7d15ff0
P6: 10_0_17763
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\050619-27859-01.dmp
\\?\C:\WINDOWS\TEMP\WER-453078-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2AA7.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2AB8.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2AF6.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2B06.tmp.txt

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\Kernel_1000007e_25241770d6aeb0c2b67347b444a0b153c79d971_00000000_cab_347f96c1

Analysis symbol: 
Rechecking for solution: 0
Report Id: 8cf34efd-260e-485b-8043-552fecad3c98
Report Status: 2049
Hashed bucket: 
Cab Guid: 0
06-May-19 6:16 PM Windows Error Reporting Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 1000007e
P2: ffffffffc0000005
P3: fffff804433cc7bf
P4: ffff8681e7d167a8
P5: ffff8681e7d15ff0
P6: 10_0_17763
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\050619-27859-01.dmp
\\?\C:\WINDOWS\TEMP\WER-453078-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2AA7.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2AB8.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2AF6.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2B06.tmp.txt

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_1000007e_25241770d6aeb0c2b67347b444a0b153c79d971_00000000_03a32b05

Analysis symbol: 
Rechecking for solution: 0
Report Id: 8cf34efd-260e-485b-8043-552fecad3c98
Report Status: 4
Hashed bucket: 
Cab Guid: 0
06-May-19 3:06 PM Windows Error Reporting Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: deaddead
P2: 0
P3: 0
P4: 19fb96d1
P5: 3c2a58ed
P6: 10_0_17763
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\050619-43656-01.dmp
\\?\C:\WINDOWS\TEMP\WER-230156-0.sysdata.xml
\\?\C:\WINDOWS\MEMORY.DMP
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD3FB.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD41B.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD41E.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD45D.tmp.txt

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\Kernel_deaddead_69dcc0e61e897872072459d7e7784e638ec21a7_00000000_cab_111ca3dd

Analysis symbol: 
Rechecking for solution: 0
Report Id: 317de70b-35c2-4200-9a2f-1fe04bd263cc
Report Status: 2049
Hashed bucket: 
Cab Guid: 0
06-May-19 3:05 PM Windows Error Reporting Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: deaddead
P2: 0
P3: 0
P4: 19fb96d1
P5: 3c2a58ed
P6: 10_0_17763
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\050619-43656-01.dmp
\\?\C:\WINDOWS\TEMP\WER-230156-0.sysdata.xml
\\?\C:\WINDOWS\MEMORY.DMP
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD3FB.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD41B.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD41E.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERD45D.tmp.txt

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_deaddead_69dcc0e61e897872072459d7e7784e638ec21a7_00000000_03c3d4a6

Analysis symbol: 
Rechecking for solution: 0
Report Id: 317de70b-35c2-4200-9a2f-1fe04bd263cc
Report Status: 4
Hashed bucket: 
Cab Guid: 0
05-May-19 3:35 PM Windows Error Reporting Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 1000007e
P2: ffffffffc0000005
P3: fffff805623187b8
P4: ffff810b4ee3dc88
P5: ffff810b4ee3d4d0
P6: 10_0_17763
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\050519-92375-01.dmp
\\?\C:\WINDOWS\TEMP\WER-224062-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER94BF.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER95BA.tmp.xml

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\Kernel_1000007e_964fb53cf318f7c7112acc3f2fe6bbb2fc8c33af_00000000_cab_13095157

Analysis symbol: 
Rechecking for solution: 0
Report Id: 5708f0af-34b0-41d7-a441-434a18fb8093
Report Status: 2049
Hashed bucket: 
Cab Guid: 0
05-May-19 3:27 PM Windows Error Reporting Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 1000007e
P2: ffffffffc0000005
P3: fffff805623187b8
P4: ffff810b4ee3dc88
P5: ffff810b4ee3d4d0
P6: 10_0_17763
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\050519-92375-01.dmp
\\?\C:\WINDOWS\TEMP\WER-224062-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER94BF.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER95BA.tmp.xml

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_1000007e_964fb53cf318f7c7112acc3f2fe6bbb2fc8c33af_00000000_032f95b9

Analysis symbol: 
Rechecking for solution: 0
Report Id: 5708f0af-34b0-41d7-a441-434a18fb8093
Report Status: 4
Hashed bucket: 
Cab Guid: 0
05-May-19 10:19 AM Windows Error Reporting Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 1000007e
P2: ffffffffc0000005
P3: fffff8004e32b7b8
P4: ffff810b7f445c88
P5: ffff810b7f4454d0
P6: 10_0_17763
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\050519-69000-01.dmp
\\?\C:\WINDOWS\TEMP\WER-342953-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6875.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6896.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6899.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER68C9.tmp.txt

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\Kernel_1000007e_1cdda4af33314038eeee7284f37c9ca52d4377b_00000000_cab_19a96a0c

Analysis symbol: 
Rechecking for solution: 0
Report Id: 00b40e23-d1e3-4602-afcc-3b44ebddd6ec
Report Status: 2049
Hashed bucket: 
Cab Guid: 0
05-May-19 10:19 AM Windows Error Reporting Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 1000007e
P2: ffffffffc0000005
P3: fffff8004e32b7b8
P4: ffff810b7f445c88
P5: ffff810b7f4454d0
P6: 10_0_17763
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\050519-69000-01.dmp
\\?\C:\WINDOWS\TEMP\WER-342953-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6875.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6896.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER6899.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER68C9.tmp.txt

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_1000007e_1cdda4af33314038eeee7284f37c9ca52d4377b_00000000_03c168e3

Analysis symbol: 
Rechecking for solution: 0
Report Id: 00b40e23-d1e3-4602-afcc-3b44ebddd6ec
Report Status: 4
Hashed bucket: 
Cab Guid: 0

I see that Windows was installed (or if a new system, the date that you initially booted the system) about 2.5 months ago -
Code: 
Original Install Date:     08-Mar-19, 11:36:38 PM

Is this a new system that you purchased on or about 8 March 2019?

archz2 said:
I have been facing this issue since past one month.
Click to expand...
Any idea as to what happened about 1 month ago? Did you have any problems with the system before this time?

Check the Reliability Monitor.

Press the WIN key and type reliability; select Reliability Monitor or View Reliability History

The Reliability Monitor will appear. You can click on the red circles to obtain additional info on what the errors are.

From my system:

47016



If you purchased the system in March, it would still be under warranty. I would implore you to contact Acer support and tell them that you want a replacement system as there is definitely something very wrong with your system. To have at least 8 BSODs plus hundreds of app crashes (you can see these crashes in the Sysnative folder in Documents - msinfo32.nfo file; "software environment"; "Windows Error Reporting"

There are 1,057 entries under Windows Error Reporting - the majority of which are application (app) crashes and hangs. This simply should not be for a new system. It truly is unacceptable especially given what you likely paid for this new corei7 system.

Contact Acer support and link them to this thread (this post in particular) as proof of the problems you are having - Service & Support | Acer Official Site

That is all that I have for you at the moment.

Regards. . .

jcgriff2
 
Thanks. I'll go into detailed procedure and share the screenshots. It seems that Kaspersky has messed with my system only.

If you look at my posts here on sysnative forums, I only faced trouble with NVIDIA and Intel updates, later on with Windows update as well.

I believe since I"m running Windows version 1809 which has been in the news for more bad performance than good, maybe that has to do something with freezes as well in conjuction with Kaspersky.

Before one month, I only faced slight lags like when I right click inside windows explorer, the menu takes 3 seconds to appear, the 'new' submenu of the right click that I use to create folder takes 4-5 seconds to open. Otherwise I never faced nasty freezes on my laptop.

It has been a month only since my installation of Kaspersky, I guess IT IS THE CULPRIT!! I only though Norton hampered machines. But an ANTIVIRUS freezing a system beyond use!! That's the most malicious and ridiculous thing an antivirus can do to a machine. Immediately I"m gonna through out Kaspersky.

So do you believe that Microsoft Windows Defender is enough ? I have adblockers installed as well in chrome i.e. ublock origin. I also used to update my hosts file via someonewhocares.org. But I haven't done it for this laptop as well.
 
Hi. . .

Yes, I do believe that Windows Defender in conjunction with the Windows Firewall (be sure to turn it on) is enough.

Who better to protect Windows than Microsoft itself?

What about the BSODs...? :)

Regards. . .

jcgriff2
 
Yeah, I wasn't facing BSODs in March, I''m sure. Brand new laptop, all smooth and buttery. Right click menus were fast. I thought intel 16GB optane memory plus 1TB hard drive is enough.

April last week I started facing troubles, windows wasn't updating, NVIDIA and Intel drivers got messed up. System got slow reallllly!!!. My system got better and relatively healthier after recent Windows 10 update ,viz. KB4495667


I got it resolved over here.
[SOLVED] - Issue in Windows 10 x64 KB4495667 updates


In last week of April I started cursing intel for their optane memory scam and contemplated removing optane from my laptop and insert 256 GB SSD in its place.

Actually 8 BSODs is too much for me. I haven't faced like literally blue coloured screens not more than 4-5.

Eight doesn't look realistic to me. I don't deeply trust all these logs somehow. But maybe some invisible BSOD maybe ? I don't know.
 
Okay, after removing Kaspersky from my laptop on 22nd May 2019, it is for the first time I faced severe freeze today i.e. 24th May 2019

I am attaching a screenshot of the red circle error that I got from the reliability monitor. The reason that update couldn't install in the morning because at my workplace wi-fi, they have blocked windows update.

But interestingly, the freeze occurred at around 1:15 p.m.
 

Attachments

  • update trouble.jpg
    update trouble.jpg
    72.3 KB · Views: 5
Blocking Windows Update is not prudent.

Have you contacted Acer support?

Is this a work system?

If so, contact IT!

Regards. . .

jcgriff2
 
jcgriff2 said:
Blocking Windows Update is not prudent.

Have you contacted Acer support?

Is this a work system?

If so, contact IT!

Regards. . .

jcgriff2
Click to expand...


I have not contacted acer yet. I have too much of pending work. Acer will anyway format my machine and give it to me I believe. I can also do that.

Waiting for Windows 1903. Maybe that will help. My laptop is personal machine which I bring to workplace. The IT departments has blocked windows update as it slows down the internet of the entire campus as all the computers start downloading updates all-together.

Quite silly and irritating reason I know. But I can't help. I update windows at my home wi-fi.
 
So no laptops or PCs at work are patched with Windows Updates... ever?

Approximately how many systems are at the office - ball park number. 50, 100, 150. etc...?

That is quite dangerous. Your IT department will surely re-think that position after some hacker gains entry some day and provides proof that they are in your network.

I would check in with your IT people at work to see if anyone else is reporting freezing.

As far as Acer is concerned - the longer you wait to try and return the system for a new one, the less chance you'll have. They will try to "fix" it. With the freezing and BSODs, there is no "fix" for the system as far as I'm concerned.

Not replacing the system with a new one could end up costing you the ~$1,200 this system cost you as you may hav to buy a new one far before this ones time is up.

BSODs and freezing are probably the two most worst things that can occur with a new system.

Regards. . .

jcgriff2
 
Last edited:
Approximately I believe 300 PCs and 100 laptops are there. Some are even running Windows 8 and Windows 7. The IT department is least bothered about updating the systems to Windows 10. They tell the laptop users to update their windows on their home networks.

Okay, so you believe that these BSODs and freezes are happening on my lapotp due to hardware trouble instead of software/driver trouble?
 
Alright, today, 25th may 2019 in the morning, I updated my windows to 1903 via official iso file created by the Microsoft Media Creation tool. I was so delighted to find my system radically speed up. Right click menus were instant.

Unfortunately, few moments back I got BSOD. The most crazy BSOD I've ever encountered. I didn't get hang. I just opened illustrator, someone came outside my house, I went to attend him. After five minutes when I came, I got a BSOD on my laptop.

I'm attaching the pending update screenshot.

I ran Sfc scannow.

Got this...


Code: 
Beginning verification phase of system scan.
Verification 100% complete.

Windows Resource Protection did not find any integrity violations.
 

Attachments

  • AFTER BSOD.png
    AFTER BSOD.png
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Okay. All updates installed successfully. Rebooted my laptop. Working nicely so far so good.
 
archz2 said:
Okay, so you believe that these BSODs and freezes are happening on my lapotp due to hardware trouble instead of software/driver trouble?
Click to expand...
Yes... intermittent freezing as you are experiencing is usually caused by unknown hardware failure.

Contact Acer support if you have not yet done so.

Also, please re-run the BSOD app so that I can take a look at that last BSOD dump.

Blue Screen of Death (BSOD) Posting Instructions - Windows 10, 8.1, 8, 7 + Vista

Just run step #1; then attach the output zip file to your next post.

Regards. . .

jcgriff2
 
I just contacted acer. They asked me to remove temp files by going to %temp% through run command. Then they asked me to install the latest bios from the acer website. My current BIOS is 1.25. They asked me to install 1.26 which got released on 14th May 2019.

Product support
 
Hi. . .

Glad to hear of BIOS update. I should have checked that. My apologies.

The zipped attachment contained no dump files, so there is nothing to analyze at this point.

Regards. . .

jcgriff2
 

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