Video shuttering, laptop freezing

[NoBugs]

Hello,

I have a trouble with my laptop regarding shuttering, freezing, etc for years since I bought it. I am tired of it, maybe this forum would help. I am going to install Windows 10 SDK and publish its test results.

 

[NoBugs]

Hello,

I have had a problem with my mom's laptop since I bought it in 2018. The laptop is Acer Aspire ES 15 ES1-532G-p512. My mom used it to store photos and browse the Internet. Nothing specific but from the beginning, it freezes, sometimes opens webpages slowly, etc. I have asked Acer support they recommended asking Windows support. The latter recommended asking Acer support. After the warranty expired, I have to change its battery, because it became fat after that I decided to transit from HDD to SSD because one repairer in Acer verified service center who changed my battery recommended doing so. I agreed with his recommendation, thinking that SSD and installing Windows and drivers from the very beginning would help. The laptop became a little bit better in terms of speed, but sudden system interrupts during browsing the Internet continue. I installed some programs to check HDD, system, VRAM. There were no problems. So, I gave up.

This year I took my mother's laptop and now I actively use it. Again I experience the same problems and want to fix the issues. Recently I installed Whysoslow and LatencyMon. They should that there are problems with some drivers (high DPC count with ndis.sy and some others), CPU throttling, WLAN and etc.




I have read that many people experience the same issue with different laptops with installed Windows 10. They update, uninstall, install drivers, Windows, and update BIOS and the actions don't help.

Finally, I found out about this forum. According to the manual I installed Windows Performer recorder. Provided the path.

But I am stuck at the stage of admin cmd. I run this Code:
xperf -on DiagEasy

I have this error
C:\Windows\system32>xperf -on DiagEasy
xperf: error: NT Kernel Logger: ═хтючьюцэю ёючфрЄ№ Їрщы, Єръ ъръ юэ єцх ёє∙хёЄтєхЄ. (0xb7).

Please advise me on what to do to successfully finish the check. And I hope the check will help to fix the issues.

 

[xilolee]

Hi!

In the elevated command prompt, launch xperf -d "%userprofile%\Desktop\trace.etl".
Wait until the cursor reappears.
Then re-try to generate the trace.

 

[NoBugs]

Hi!

In the elevated command prompt, launch xperf -d "%userprofile%\Desktop\trace.etl".
Wait until the cursor reappears.
Then re-try to generate the trace.

Hello,

After launching I have this
xperf: error: Merge ETL: ╤шёЄхьх эх єфрхЄё эрщЄш єърчрээ√щ яєЄ№. (0x3).

 

[xilolee]

Re-try with this other method, always from an elevated command prompt: wpr -start generalprofile -start audio -start video

Wait some minutes during the stuttering, then: wpr -stop "%userprofile%\desktop\trace.etl" -skipPdbGen

Zip the trace up and upload the new trace.

 

[NoBugs]

Re-try with this other method, always from an elevated command prompt: wpr -start generalprofile -start audio -start video

Wait some minutes during the stuttering, then: wpr -stop "%userprofile%\desktop\trace.etl" -skipPdbGen

Zip the trace up and upload the new trace.

Thanks, it has helped.
But I stucked with the BSOD Collection Application.
I run it several times, cmd appeared immediately and closed. But no folder in the users/ /Documents appeared.
Please suggest what to do.

 

[xilolee]

Let's see the results of SFC and dism.
Open a command prompt as administrator, copy/paste this command in it and run it: dism /online /cleanup-image /checkhealth
If the result says that the component store is repairable, run also the following command; otherwise don't run it: dism /online /cleanup-image /restorehealth
Paste here its (or their) result.
Then run also: SFC /scannow
Paste here its result.

 

[NoBugs]

Let's see the results of SFC and dism.
Open a command prompt as administrator, copy/paste this command in it and run it: dism /online /cleanup-image /checkhealth
If the result says that the component store is repairable, run also the following command; otherwise don't run it: dism /online /cleanup-image /restorehealth
Paste here its (or their) result.
Then run also: SFC /scannow
Paste here its result.

DISM system Version: 10.0.19041.844 Image version: 10.0.19045.2846 No component store corruption detected. Operation completed successfully.

It is ok, so skipped this dism /online /cleanup-image /restorehealth Should I run it anyway?

SFC /scannow System scan started. This process may take some time. The beginning of the verification stage when scanning the system. Verification 100% complete. Windows Resource Protection found no integrity violations.
THe PC is in Russian. For your convinence, I have google-translated cmd results.
Please advise.

 

[xilolee]

It is ok, so skipped this dism /online /cleanup-image /restorehealth Should I run it anyway?

No, there are not errors.

Launch the following commands from an elevated command prompt.
At the end, you should find at least 6 files in the logs folder on your desktop.
Zip the logs folder up and upload it here.
If you get errors, post them.

dxdiag /whql:off /t "%userprofile%\desktop\logs\dxdiag.txt"
msinfo32 /nfo "%userprofile%\desktop\logs\MsInfo.nfo"
systeminfo > "%userprofile%\desktop\logs\SystemInfo.txt"
(tasklist /v /fo table && tasklist /svc /fo table && tasklist /m /fo table) > "%userprofile%\desktop\logs\tasklist.txt"
wevtutil epl system "%userprofile%\desktop\logs\system.evtx"
wevtutil epl application "%userprofile%\desktop\logs\application.evtx"
move c:\windows\memory.dmp "%userprofile%\desktop\logs"
move c:\windows\minidump\* "%userprofile%\desktop\logs"

 

[NoBugs]

No, there are not errors.

Launch the following commands from an elevated command prompt.
At the end, you should find at least 6 files in the logs folder on your desktop.
Zip the logs folder up and upload it here.
If you get errors, post them.

dxdiag /whql:off /t "%userprofile%\desktop\logs\dxdiag.txt"
msinfo32 /nfo "%userprofile%\desktop\logs\MsInfo.nfo"
systeminfo > "%userprofile%\desktop\logs\SystemInfo.txt"
(tasklist /v /fo table && tasklist /svc /fo table && tasklist /m /fo table) > "%userprofile%\desktop\logs\tasklist.txt"
wevtutil epl system "%userprofile%\desktop\logs\system.evtx"
wevtutil epl application "%userprofile%\desktop\logs\application.evtx"
move c:\windows\memory.dmp "%userprofile%\desktop\logs"
move c:\windows\minidump\* "%userprofile%\desktop\logs"

after this dxdiag /whqlff /t "%userprofile%\desktop\logs\dxdiag.txt" no issues, but no files appeared on the desktop.


After launching msinfo32 /nfo "%userprofile%\desktop\logs\MsInfo.nfo" everhingwas great, it was checking system, and in the end it notified: The system cannot find the specified path.

systeminfo > "%userprofile%\desktop\logs\SystemInfo.txt"
The system cannot find the specified path


(tasklist /v /fo table && tasklist /svc /fo table && tasklist /m /fo table) > "%userprofile%\desktop\logs\tasklist.txt"
The system cannot find the specified path

wevtutil epl system "%userprofile%\desktop\logs\system.evtx"
Failed to export system log.
The system cannot find the specified path.

wevtutil epl application "%userprofile%\desktop\logs\application.evtx"
Failed to export application log.
The system cannot find the specified path.

move c:\windows\memory.dmp "%userprofile%\desktop\logs"
The specified file cannot be found.

move c:\windows\minidump\* "%userprofile%\desktop\logs"

The specified file cannot be found.

Finally, no files were created on the desktop.

All I have is Trace file that I got on Wednesday launching this wpr -stop "%userprofile%\desktop\trace.etl" -skipPdbGen
Please check the link
Hope it will help you to suggest me what to do next.

 

[xilolee]

Great!

Re-try the same commands, this time with c:\users\your-user-name in place of %userprofile%.
(Your-user-name is obviously the user name of your profile in windows, you shouldn't use your-user-name for real...)

dxdiag /whql:off /t "c:\users\your-user-name\desktop\logs\dxdiag.txt"
msinfo32 /nfo "c:\users\your-user-name\desktop\logs\MsInfo.nfo"
systeminfo > "c:\users\your-user-name\desktop\logs\SystemInfo.txt"
(tasklist /v /fo table && tasklist /svc /fo table && tasklist /m /fo table) > "c:\users\your-user-name\desktop\logs\tasklist.txt"
wevtutil epl system "c:\users\your-user-name\desktop\logs\system.evtx"
wevtutil epl application "c:\users\your-user-name\desktop\logs\application.evtx"
move c:\windows\memory.dmp "c:\users\your-user-name\desktop\logs"
move c:\windows\minidump\* "c:\users\your-user-name\desktop\logs"

 

[NoBugs]

Great!

Re-try the same commands, this time with c:\users\your-user-name in place of %userprofile%.
(Your-user-name is obviously the user name of your profile in windows, you shouldn't use your-user-name for real...)

dxdiag /whql:off /t "c:\users\your-user-name\desktop\logs\dxdiag.txt"
msinfo32 /nfo "c:\users\your-user-name\desktop\logs\MsInfo.nfo"
systeminfo > "c:\users\your-user-name\desktop\logs\SystemInfo.txt"
(tasklist /v /fo table && tasklist /svc /fo table && tasklist /m /fo table) > "c:\users\your-user-name\desktop\logs\tasklist.txt"
wevtutil epl system "c:\users\your-user-name\desktop\logs\system.evtx"
wevtutil epl application "c:\users\your-user-name\desktop\logs\application.evtx"
move c:\windows\memory.dmp "c:\users\your-user-name\desktop\logs"
move c:\windows\minidump\* "c:\users\your-user-name\desktop\logs"

I changed the result is the same. I also experimented with letters in the way. It doesn't work

Microsoft Windows [Version 10.0.19045.2846]
(c) Корпорация Майкрософт (Microsoft Corporation). Все права защищены.

C:\Windows\system32>dxdiag /whqlff /t "c:\users\Татьяна\desktop\logs\dxdiag.txt"

C:\Windows\system32>dxdiag /whqlff /t "c:\users\Татьяна\desktop\logs\dxdiag.txt"

C:\Windows\system32>msinfo32 /nfo "c:\users\Татьяна\desktop\logs\MsInfo.nfo"

C:\Windows\system32>dxdiag /whqlff /t "c:\Пользователи\Татьяна\Рабочий стол\logs\dxdiag.txt"

C:\Windows\system32>msinfo32 /nfo "c:\Пользователи\Татьяна\Рабочий стол\\logs\MsInfo.nfo"

C:\Windows\system32>systeminfo > "c:\Пользователи\Татьяна\Рабочий стол\ogs\SystemInfo.txt"
Системе не удается найти указанный путь.

C:\Windows\system32>systeminfo > "c:\Пользователи\Татьяна\Рабочий стол\ logs\SystemInfo.txt"
Системе не удается найти указанный путь.

C:\Windows\system32>(tasklist /v /fo table && tasklist /svc /fo table && tasklist /m /fo table) > "c:\Пользователи\Татьяна\Рабочий стол\logs\tasklist.txt"
Системе не удается найти указанный путь.

C:\Windows\system32>wevtutil epl system "c:\Пользователи\Татьяна\Рабочий стол\logs\system.evtx"
Не удалось экспортировать журнал system.
Системе не удается найти указанный путь.

C:\Windows\system32>wevtutil epl application "c:\Пользователи\Татьяна\Рабочий стол\logs\application.evtx"
Не удалось экспортировать журнал application.
Системе не удается найти указанный путь.

C:\Windows\system32>move c:\windows\memory.dmp "c:\Пользователи\Татьяна\Рабочий стол\logs"
Не удается найти указанный файл.

C:\Windows\system32>move c:\windows\minidump\* "c:\Пользователи\Татьяна\Рабочий стол\logs"
Не удается найти указанный файл.

C:\Windows\system32>dxdiag /whqlff /t "C:\Users\Татьяна\Desktop\logs\dxdiag.txt"

C:\Windows\system32>msinfo32 /nfo "C:\Users\Татьяна\Desktop\logs\MsInfo.nfo"

C:\Windows\system32>systeminfo > "C:\Users\Татьяна\Desktop\logs\SystemInfo.txt"
Системе не удается найти указанный путь.

C:\Windows\system32>(tasklist /v /fo table && tasklist /svc /fo table && tasklist /m /fo table) > "C:\Users\Татьяна\Desktop\logs\tasklist.txt"
Системе не удается найти указанный путь.

C:\Windows\system32>wevtutil epl system "C:\Users\Татьяна\Desktop\logs\system.evtx"
Не удалось экспортировать журнал system.
Системе не удается найти указанный путь.

C:\Windows\system32>wevtutil epl application "C:\Users\Татьяна\Desktop\logs\application.evtx"
Не удалось экспортировать журнал application.
Системе не удается найти указанный путь.

C:\Windows\system32>move c:\windows\memory.dmp "C:\Users\Татьяна\Desktop\logs"
Не удается найти указанный файл.

C:\Windows\system32>move c:\windows\minidump\* "C:\Users\Татьяна\Desktop\log
Не удается найти указанный файл.

C:\Windows\system32>cd C:\Users\Татьяна\Desktop

C:\Users\Татьяна\Desktop>dxdiag /whqlff /t "C:\Users\Татьяна\Desktop\logs\dxdiag.txt"

C:\Users\Татьяна\Desktop>msinfo32 /nfo "C:\Users\Татьяна\Desktop\logs\MsInfo.nfo"

C:\Users\Татьяна\Desktop>systeminfo > "C:\Users\Татьяна\Desktop\logs\SystemInfo.txt"
Системе не удается найти указанный путь.

C:\Users\Татьяна\Desktop>(tasklist /v /fo table && tasklist /svc /fo table && tasklist /m /fo table) > "C:\Users\Татьяна\Desktop\logs\tasklist.txt"
Системе не удается найти указанный путь.

C:\Users\Татьяна\Desktop>wevtutil epl system "C:\Users\Татьяна\Desktop\logs\system.evtx"
Не удалось экспортировать журнал system.
Системе не удается найти указанный путь.

C:\Users\Татьяна\Desktop>wevtutil epl application "C:\Users\Татьяна\Desktop\logs\application.evtx"
Не удалось экспортировать журнал application.
Системе не удается найти указанный путь.

C:\Users\Татьяна\Desktop>move c:\windows\memory.dmp "C:\Users\Татьяна\Desktop\logs"
Не удается найти указанный файл.

C:\Users\Татьяна\Desktop>move c:\windows\minidump\* "C:\Users\Татьяна\Desktop\log
Не удается найти указанный файл.

 

[xilolee]

Sorry!!! I forgot a command!!!
It needs the logs folder on the desktop, already created!
I added the command, now it should work:

md "%userprofile%\desktop\logs"
dxdiag /whql:off /t "%userprofile%\desktop\logs\dxdiag.txt"
msinfo32 /nfo "%userprofile%\desktop\logs\MsInfo.nfo"
systeminfo > "%userprofile%\desktop\logs\SystemInfo.txt"
(tasklist /v /fo table && tasklist /svc /fo table && tasklist /m /fo table) > "%userprofile%\desktop\logs\tasklist.txt"
wevtutil epl system "%userprofile%\desktop\logs\system.evtx"
wevtutil epl application "%userprofile%\desktop\logs\application.evtx"
move c:\windows\memory.dmp "%userprofile%\desktop\logs"
move c:\windows\minidump\* "%userprofile%\desktop\logs"

 

[NoBugs]

Sorry!!! I forgot a command!!!
It needs the logs folder on the desktop, already created!
I added the command, now it should work:

md "%userprofile%\desktop\logs"
dxdiag /whql:off /t "%userprofile%\desktop\logs\dxdiag.txt"
msinfo32 /nfo "%userprofile%\desktop\logs\MsInfo.nfo"
systeminfo > "%userprofile%\desktop\logs\SystemInfo.txt"
(tasklist /v /fo table && tasklist /svc /fo table && tasklist /m /fo table) > "%userprofile%\desktop\logs\tasklist.txt"
wevtutil epl system "%userprofile%\desktop\logs\system.evtx"
wevtutil epl application "%userprofile%\desktop\logs\application.evtx"
move c:\windows\memory.dmp "%userprofile%\desktop\logs"
move c:\windows\minidump\* "%userprofile%\desktop\logs"

With md it started working, I so that I saw it prepared some data, gathered, etc. but two last comands finished unsuccessfully, it can't find the file. Could you advise what to change in the commands?

C:\Users\Татьяна\Desktop>move c:\windows\memory.dmp "\Татьяна\desktop\logs"
Не удается найти указанный файл.

C:\Users\Татьяна\Desktop>move c:\windows\minidump\* "\Татьяна\desktop\logs"
Не удается найти указанный файл.

 

[xilolee]

Because you don't have dumps or minidumps (results of bsods), hence it's a good thing.

 

[NoBugs]

Because you don't have dumps or minidumps (results of bsods), hence it's a good thing.

Good! But the PC has regular system interruptions and usually works near a 100% of CPU capacity even with a few open tabs in a broswer.
I again tried to launch SysnativeBSODCollectionApp cmd appears on a few ms and then closed, to report has been created.
Any suggestions what to do next to collect info about the PC in order to undesrtand what is wrong with it?

 

[xilolee]

If you have 6 files in the logs folder, zip it up and post it here.

 

[NoBugs]

If you have 6 files in the logs folder, zip it up and post it here.

It appeared it created a seperate folder called desktop, that's why I didnt see it on the Desktop.

Please check and let me know if you need anything else for the diagnostics.

 

[xilolee]

Most errors come from the intel network adapter (intel dual band wireless-ac 3168).
Try to install the latest drivers: https://downloadmirror.intel.com/777183/WiFi-22.220.0-Driver64-Win10-Win11.exe

(Here, if the link shouldn't work: Windows® 10 and Windows 11* Wi-Fi Drivers for Intel® Wireless Adapters)

Are there other PCs that connects to your connection?

The other error comes from GPU nvidia GeForce 920MX.
Did you disable it?

 

[NoBugs]

Most errors come from the intel network adapter (intel dual band wireless-ac 3168).
Try to install the latest drivers: https://downloadmirror.intel.com/777183/WiFi-22.220.0-Driver64-Win10-Win11.exe

Thank you very much!

I installed the last version using your link.
How to be sure that the errors stopped?


Are there other PCs that connects to your connection?

The other error comes from GPU nvidia GeForce 920MX.
Did you disable it?

Most errors come from the intel network adapter (intel dual band wireless-ac 3168).
Try to install the latest drivers: https://downloadmirror.intel.com/777183/WiFi-22.220.0-Driver64-Win10-Win11.exe

(Here, if the link shouldn't work: Windows® 10 and Windows 11* Wi-Fi Drivers for Intel® Wireless Adapters)

Are there other PCs that connects to your connection?

The other error comes from GPU nvidia GeForce 920MX.
Did you disable it?

Thank you very much for the investigation!

I just installed the latest driver.
How to be sure that the errors stopped? Repeat yesterday's test?


I have a connection to my home WiFi. Other home devices have connections to WiFi, but not to my PC. Why have you asked that? When I bought the laptop in 2018, I saw that its antivirus blocked other computers connection to mine. I have no idea how it could happen. Have you noticed the same in the yesterday's test?

In the summer of 2021 I migrated from HDD to SSD. Before the migration, there was a problem of the dark screen, when video was laucnhed (Youtube video in a browser), however, audio continued. After the migration the dark screen hasn't appeared. Since then I noticed that the Nvidia's GPU is off. I tried to turn it on, but didn't succed. I updated Nvidia software, rebooted the PC, and nothing schanged. Now you reminded me about this issue still persist.

Please check the today's screenshot of Device Manager. The GPU has yellow mark and I there are options: Update driver, Turn OFF device, Delete device, Update configuration, Settings. The same problem I have in 2021 with the yelllow exclamation mark in the triangle.


I do not know how to repair it. Could you please help me?