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Ask Charles A. Roberts Your Own Question

Charles A. Roberts
Charles A. Roberts, PC Tech
Category: Computer
Satisfied Customers: 2759
Experience:  2 year degree from ITT Technical Institute.
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Hi I have an Acer Aspire 7730ZG, approx 4-5years old. Ive

Customer Question

Hi
I have an Acer Aspire 7730ZG, approx 4-5years old. I've been using it more in the last year, as I've had to work from home 3 days a week.
it has just started 'freezing' after a few minutes of operation. I have already had to reboot it approx. 25 times in one day (!), so have now left it shut down.
It has plenty of free space, and also is defragged regularly.
The only message I did get, apart from on reboot (whether to boot up normally or go into various safe modes - I opted for 'normal' as unsure how safe modes work), was a box headed:
‘logon process has failed to create the security options dialog’, and beneath that: ‘Failure security options’
That whole message didn’t appear every time though.
I seemed to just about get into an application or operation, and the whole thing just froze, or the screen went dark, and nothing would work.
A couple of times previously, in last couple of weeks or so, the screen went completely black momentarily, and then a box quickly flashed up saying something about ‘display driver’, and then it carried on as before – is that likely to be related?
Any ideas, on what could be wrong, and if anything I could do to resolve it myself?
Many thanks.
Regards
June B
Submitted: 2 years ago.
Category: Computer
Expert:  Michelle replied 2 years ago.

Michelle :

Hi, My name is Michelle and i will be assisting you

Michelle :

please try the below steps

Michelle :

turn off laptop and unplug battery and adpater

Michelle :

then keep the on button pressed for 10 secs

Michelle :

plug in battery and adapter and turn on

Michelle :

as soon as it powers on tap the f8 key and select safe mode option and press enter

Michelle :

let me know if you are able to reach the safe mode desktop or not

JACUSTOMER-e7ezbs1v- :

yes in safe mode

Michelle :

ok

Michelle :

click start..right click computer..manage

Michelle :

click on device manager

Michelle :

let me know if you see any yellow question mark or exclamation sign there against any entry in the list

JACUSTOMER-e7ezbs1v- :

under System devices: exclamation against Consumer IR devices

Michelle :

ok

Michelle :

any other entries as well or just this one

JACUSTOMER-e7ezbs1v- :

just checking now

Michelle :

ok

JACUSTOMER-e7ezbs1v- :

just that one as far as I can see

Michelle :

ok

Michelle :

did you run any windows update recently after which this started if you could recall

JACUSTOMER-e7ezbs1v- :

there was an update after this started, which may have been waiting. I did try to run it but unsure if it finished because it froze again.

Michelle :

ok no worries..lets get started fixing this

Michelle :

click start... control panel...windows update

Michelle :

on left side pane check for an option that says view installed updates

Michelle :

click on it

Michelle :

uninstall the latest microsoft security update

Michelle :

Once uninstalled, restart the computer. Let it run through the full shut down, DO NOT SHUT DOWN MANUALLY.

JACUSTOMER-e7ezbs1v- :

I can't see windows update on control panel

Michelle :

on left side pane do yous ee classic view

Michelle :

on left side pane do you see classic view

JACUSTOMER-e7ezbs1v- :

No can't see that - describe please

Michelle :

ok

Michelle :

click start

Michelle :

in the search box type installed updates

Michelle :

you should get an option to view installed updates

JACUSTOMER-e7ezbs1v- :

it's searching

Michelle :

ok

JACUSTOMER-e7ezbs1v- :

sorry this seems to be taking a long time - still searching

JACUSTOMER-e7ezbs1v- :

'no items to match your search'

Michelle :

ok no issues

Michelle :

please restart computer and tap the f8 key

Michelle :

this time select safe mode with networking

Michelle :

let me know once there

JACUSTOMER-e7ezbs1v- :

okay in now safe mode with networking

Michelle :

please open the link below

Michelle :

http://tinyurl.com/2bvlggz

Michelle :

type this in the address bar

Michelle :

in the page that opens click on run now

Michelle :

let it run the fix it tool

Michelle :

has the tool started to run

JACUSTOMER-e7ezbs1v- :

It has and results are:

JACUSTOMER-e7ezbs1v- :

1) Consumer IR devices has a driver problem - Not Fixed and also: 2) Hardware changes might not have been detected - FIXED - also a balloon came up with: device driver software not successfully installed

Michelle :

ok

Michelle :

by any chance are you using any device that plugged into computer and uses a remote

JACUSTOMER-e7ezbs1v- :

Only 2 things plugged in are: power supply and mouse both hard wired. The broadband is wireless. I did try a wireless mouse last year but it didn't work - it was already broken I think.

Michelle :

ok..please click start..right click computer...manage

Michelle :

click on device manager

Michelle :

right click on consumer ir device and click on disable

Michelle :

once done close window and check

Michelle :

restart computer normally and let me know if it repeats the same problem

JACUSTOMER-e7ezbs1v- :

Have done that and just tried opening 'outlook' and it appears to be frozen again

Michelle :

ok

Michelle :

please restart and tap f8 and go to safe mode with networking

Michelle :

let me know once there

Michelle :

there are few more changes we can try before rechecking

JACUSTOMER-e7ezbs1v- :

ok in safe mode networking

Michelle :

click start..in the search box type msconfig...click on system configuration utility

JACUSTOMER-e7ezbs1v- :

done

Michelle :

once the window opens, click on Services Tab. Uncheck 2 Services boxes: a)
Superfetch. b) Security Center. Click OK and Restart. Boot up again in
Safe Mode with Networking. Run msconfig again. Click on the
Services Tab and this time Check the Box for Security Center. Click OK
and Restart in Normal Mode.

JACUSTOMER-e7ezbs1v- :

Done - things still seem to be 'stuck'

Michelle :

ok

JACUSTOMER-e7ezbs1v- :

now screen gone black and message box as before has come up re: Failure security options

JACUSTOMER-e7ezbs1v- :

clicked ok and back to frozen desktop screen

Michelle :

ok

Michelle :

when was the last time the computer worked fine

JACUSTOMER-e7ezbs1v- :

Thursday morning until about 11am. I didn't try it again until yesterday morning after Thursday night.

Michelle :

please go to safe mode

Michelle :

click start..in search box type system restore

Michelle :

open system restore

Michelle :

in the window that appears, restore computer to earlier date and time and click next
select a date may be a week or 2 back when system was running fine and click next
follow the onscreen steps

Michelle :

once restore completes, computer will restart normally

Michelle :

let me know the status once done

JACUSTOMER-e7ezbs1v- :

Hi again - I restored back to 31/07/14 as last point before the 14/08/14 and I am afraid it is still getting stuck, once restarted. I tried again to open outlook and it just freezes again (not responding for a few minutes now...

Michelle :

does it happen only when you open outlook

Michelle :

restart and check if you do not open outlook does it still freeze

JACUSTOMER-e7ezbs1v- :

Hello again - I'm very sorry to only just come back now, but work has been very busy today and this PC has been going very slowly, as it does, and I'm working remotely. Hence I prefer to use the laptop, which worked fine until last week. I have checked as you suggest and it still freezes whatever I do, including just at login.

Expert:  Charles A. Roberts replied 2 years ago.
Welcome. I am sorry that you are having a problem and I will be more than glad to help you to the best of my ability. I am sorry this keeps happening. If you don't mind me asking do you know how much memory your machine has and if you are running windows vista 32 bit or 64 bit?
Customer: replied 2 years ago.

Hi from what I can see: RAM: 3GB, OS: 32-bit

Expert:  Charles A. Roberts replied 2 years ago.
Ok and where it says ram does it by chance say an amount usable? Also is the bottom of the machine getting hot at all?
Customer: replied 2 years ago.

I am looking only at system info via control panel (in safe mode with networking) and can't see anything regarding amount usable.


Part underside of machine is warm - not hot really.

Expert:  Charles A. Roberts replied 2 years ago.
I see now when you are in normal mode does it get hotter by chance? Also when in safe mode does the freezing stop? Also can you tell me the make of the computer and the model number. I am curious to see if you are using a NVidia graphics card as well.

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