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Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 4676
Experience:  B.Sc. Computer Science with Honors
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Windows 10 freezes 3 - 5 mins after powering up, No it

Customer Question

Windows 10 freezes 3 - 5 mins after powering up
JA: Thanks. Can you give me any more details about your issue?
Customer: No it doesn't matter what I am doing at the time. I have Trend Micro Maximum Security and have used it with no probs on Win 7
JA: OK got it. Last thing — Tech Support Specialists generally expect a deposit of about $36 to help with your type of question (you only pay if satisfied). Now I'm going to take you to a page to place a secure deposit with JustAnswer. Don't worry, this chat is saved. After that, we will finish helping you.
Submitted: 8 months ago.
Category: Computer
Expert:  Michelle replied 8 months ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

The problem of freezing started after upgrading to windows 10 is that correct?

Customer: replied 8 months ago.
Customer: replied 8 months ago.
Hi Michelle are you still there?
Expert:  Michelle replied 8 months ago.

Try to run windows with minimum software's running at the background so that we can identify which software is causing the problem.

Try to run windows updates as well.

Customer: replied 8 months ago.
I have run Win update
On startup the only thing I have running is Trend Micro, that I am aware of anyway!
Expert:  Michelle replied 8 months ago.

Try to disable trend micro or you my remove it for the time being and install windows defender and then we can observe and see if its still freezing.

Customer: replied 8 months ago.
I have stopped Trend now. Do you want me to restart the computer? How will we reconnect?
Expert:  Michelle replied 8 months ago.

Stopped till 1hr 15 mins or till restart?

Expert:  Michelle replied 8 months ago.

To get connected you will have to open justanswer email from your inbox and you may click on view my answer button then the chat will will reopen.

Customer: replied 8 months ago.
Sorry? I stopped Trend when you said at 8.30 'disable Trend'. So I did. It's been disabled for 5 mins.
I asked you 'do you want me to restart my pc?' And the answer is????
Expert:  Michelle replied 8 months ago.

not a problem go a head. Check after restart if TM is still disable or its active after reboot.

Customer: replied 8 months ago.
OK
Expert:  Michelle replied 8 months ago.

let me know how it goes?

Customer: replied 8 months ago.
Hi I'm back and Trend is NOT running.
Expert:  Michelle replied 8 months ago.

Alright and how is the computer working now has it been 10 mins or so?

Customer: replied 8 months ago.
Well its been 5 mins and its working. It doesn't freeze on reboot, only initial boot
Expert:  Michelle replied 8 months ago.

we will wait for another 10 mins just to make sure its the TM.

Customer: replied 8 months ago.
I have also restarted Trend and am doing Scan for Viruses and no problems.
So as I said it only happens on initial boot, not reboot's.
Expert:  Michelle replied 8 months ago.

can you tell me you had windows 7 32bit or 64bit earlier and what windows 10 you have right now. Its quite possible that TM was on 32 bit windows and now it must be on 64bit windows 10 which can be the reason it freezes windows 10.

Customer: replied 8 months ago.
32 bit
Do you want to connect and check the PC yourself? I have Team Viewer 11 on my PC
Expert:  Michelle replied 8 months ago.

yes i would like let me the the id and the pw of teamviewer.

Customer: replied 8 months ago.
ID 178 444 552
PSW 19f5cw
Expert:  Michelle replied 8 months ago.

i will give you a secure remote access teamviewer is not working.

Customer: replied 8 months ago.
ok
Expert:  Michelle replied 8 months ago.

Secure Remote Assistance
After you click it will open a page click on the green "I Agree" button.
Download and run the Elsinore screen connect.
Allow it to install and let it be opened.

Expert:  Michelle replied 8 months ago.

michelleclive: Hi
michelleclive: i am connected
Guest: Hi
michelleclive: i will take the mouse control now
Guest: ok
michelleclive: yuo have external sound card installed?
Guest: Yep, but I am using Logitech speakers on the standard pc out
michelleclive: speakers are not a problem you can use any speakers howver you cannot use 3 sound card drivers at the same time this can cause windows to freeze
michelleclive: Realtek must be the internal sound card on the motherboard
Guest: I suggest that you delete the NVIDIA as the Realtek is the one that I use
Guest: Here watch below when I move the mouse to the Volume control
michelleclive: This is a laptop or a desktop computer?
Guest: Desktop
michelleclive: ok
michelleclive: i am not removing it i am jsut diasbling it.
michelleclive: check if you have sound now
Guest: Ok but you will see that the Logitech speakers have now appeared on the list below. These are the ones that I am using and they are working.
michelleclive: check sound and video now
Guest: Yep they work fine!
michelleclive: good its was the Nvidia which has a clash with the default sound
michelleclive: it must be good now.
michelleclive: incase you find any problem reply me back
michelleclive: please open justanswer chat and you may rate my service.

Expert:  Michelle replied 8 months ago.

I hope I've provided the information you were seeking. If you have any question feel free to ask. Please provide a rating by clicking on the stars on top right of the page and hit submit. Feel free to ask or reply me so that i can continue to help you answer you question further. Thank you.

Expert:  Michelle replied 8 months ago.

i will open the page for you as requested.

Expert:  Michelle replied 8 months ago.

Guest: OK do I leave the NVIDIA as is or uninstall?
michelleclive: dont uninstall it as whenever you reboot the pc the computer will reinstall it back .
michelleclive: so let it be disabled.
Guest: OK thanks
michelleclive: please check the justanswer chat now
Guest: AS I had lost the first support person I put in a problem with Paypal. I will have to logon and cancel the case. So I will log this connect of and we can talk via the chat. Ok?
michelleclive: let me check if you have one question or more that one
michelleclive: i will let you know
Guest: Sorry? It was only one about Win 10 freezing
michelleclive: its the only question for windows 10 freezing open which i have answered and there is no other question posted.
michelleclive: you have been charged for this question only.
Guest: OK, I am just closing the case within PayPal, so that should allow the payment to go through
Guest: Case Closed, Let me know if the payment goes through
michelleclive: you will have to click on the stars on my answer provided.
michelleclive: to rate my asnwer
Guest: I am having problems opening up the email that you sent me. It comes up with their is a problem with my payment. I have closed the case paypal and the payment should have gone through, but your system wants a credit card number and I won't do that.
michelleclive: may i open it for you.
Guest: yep
michelleclive: ok
michelleclive: please open your email
michelleclive: you can update your payment here
Guest: Yes but see it is asking for a credit card and I don't use cc online. I use Paypal
Guest: I will open the paypal email so you can see it where it has been paid to Just Answer
michelleclive: i have no idea about that however i can update your request to the customer care and if you can mention on the jusanswer chat box then i can get the payment done from paypal instead of credit card,
Guest: Yep that's fine
michelleclive: give me 2 mins
Guest: ok