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My computer continues to freeze. I have run diagnostics on

My computer continues to freeze...
My computer continues to freeze. I have run diagnostics on my computers hardware and there are no problems-I am unable to do a system recovery, it freezes, I am unable to do any kindof downloads with windows
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Answered in 1 minute by:
5/30/2011
John
John, Computer Support Specialist
Category: Computer
Satisfied Customers: 5,599
Experience: MCP, RHCE
Verified

cyball83 :

Hello and Welcome to Just answer. My name is XXXXX XXXXX will be assisting you today

cyball83 :

Please come to the chat so that I can help you

Customer:

hi

cyball83 :

hello Sir/Ma'am

cyball83 :

Please specify the make and model of the PC.If there is a service tag number please provide that too

Customer:

HP Probook 6545b

cyball83 :

Do you have windows 7 Installation disc or recovery disc with you?

Customer:

I can get it

Customer:

do i need it?

cyball83 :

Which one do you have Installation or recovery disc?

Customer:

I will have to go look-be back in a minute

cyball83 :

OK

Customer:

I have the microsoft office professional 2010 installation disc

cyball83 :

That is not what we need

Customer:

what do i need?

cyball83 :

Look for Windows 7 installation disc or system recovery disc

cyball83 :

Is it just freezing or freezing with blue screen which has error codes in it like this

Full Size Image

Customer:

I cant find the installation disc or system recovery disc. NO there is no blue screen-the screen just freezes

cyball83 :

ok

Customer:

i have to restart it-shift, control esc or delete do not work

Customer:

a screen comes up that says chose an option-start normal or in different safe modes

cyball83 :

Are you chatting from the problematic PC

Customer:

yes-

cyball83 :

do you have another pc so that you can chat from that and do the troubleshooting same time?

Customer:

yes

cyball83 :

can you chat from that

cyball83 :

you can open this chat using the email sent by just answer to your email address

Customer:

okay

cyball83 :

Are you chatting from the other pc sir

Customer:

no not yet

cyball83 :

OK let me know once have started chatting from the other PC

Customer:

I am back are you still there?

cyball83 :

yes sir

Customer:

I have found my installation and system recovery disc

Customer:

I have found my installation and recover disc

cyball83 :

That is also a good news

Customer:

okay what do I do now?

cyball83 :

Are you chatting from the other pc now

Customer:

yes

cyball83 :

good,now you mentioned in the question that you have tries system recovery how did you do that?

Customer:

when i started the computer i went to dianostics before i logged on-I tried a system recovery from one of the pull downs-i dont remember for sure now

cyball83 :

ok

cyball83 :

when the system freezes does the hard drive light blinks

Customer:

i am not sure

Customer:

do you want me to try and get it to freeze?

cyball83 :

yes please

Customer:

no it does not blink

Customer:

it goes completely off

cyball83 :

ok

cyball83 :

how often does this freezing occurs also when does this freezing occurs?

Customer:

the freezing occurs all of the time-at random times and for no apparent reason

cyball83 :

how did you make it freeze this time?

Customer:

right now i was just trying to bring facebook up from explorer

cyball83 :

so this occurs commonly when you try to access internet or browse web pages

Customer:

yes and play games on facebook-

Customer:

it just started a couple of days ago when we were having problems with our router

Customer:

we now have a new router and the internet connection is no longer a problem

cyball83 :

ok,Which web browser are you using.Is it Internet explorer,Mozilla firefox, etc.

Customer:

i was using mozilla but i uninstalled it thinking that was what the problem was but nothing has changed

Customer:

should i install the application and driver recover dvd

cyball83 :

Is this laptop connected wireless or wired to the router

Customer:

wireless

cyball83 :

do you have a lan cable to connect it

Customer:

not sure where it is

cyball83 :

Its OK,Is this windows 7 32 bit or 64 bit.To check that right click on computer then click on properties

cyball83 :

That will open system window in that look for system type

Customer:

trying to restart computer

cyball83 :

oh ok

Customer:

32

cyball83 :

ok

cyball83 :

one moment please

cyball83 :

which version of windows 7 are you using is it Home premium,Professional etc

Customer:

professional

cyball83 :

ok

cyball83 :

click start then type device manager in the search box and press enter

Customer:

device de

cyball83 :

That will open device manager in that expand network adapters and let me know the wireless adapter name

cyball83 :

no device manager

Customer:

what else would the wireless adapter be called

cyball83 :

did you expand network adapters

cyball83 :

how many adapters are listed in it

Customer:

yes is it broadcom 43224ag 802.11a/b/g draft-n wi-fi adapter

Customer:

2

cyball83 :

Ok that is the correct one

cyball83 :

right click on it and click on update driver then another window opens in that select search automatically for updated software

Customer:

it says that the best driver software for your device is already installed

cyball83 :

ok

cyball83 :

is there any data you need in this pc?

Customer:

i guess not-i just want it fixed

cyball83 :

we can try system restore to factory settings.but this process will erase the data on the drive is that OK with you

Customer:

okay

cyball83 :

before that we can try so fixing steps and see if that help

Customer:

okay

cyball83 :

Open computer>>Right click on C drive>>>properties>>>disk clean-up>>>select all the options and click OK

Customer:

okay did that-do i click clean up system files

cyball83 :

what all options are there is disk clean up window select all of them

cyball83 :

did you do it

Customer:

yes it is cleaning up the disk right now

cyball83 :

ok

cyball83 :

let me know when its done

Customer:

it is asking me if i am sure that i want to permanently delete these files?

cyball83 :

yes please

Customer:

okay it is going

cyball83 :

u mean still removing the files

Customer:

it is cleaning up unnecessary files

cyball83 :

ok

cyball83 :

is it still running ?

Customer:

no it done now

cyball83 :

ok

Customer:

now what

cyball83 :

Click on start>>> control panel>>>open internet options>>> then click delete under browsing history>>>select everything except preserved favourite website data and passwords then click delete.

Customer:

ok that is done now

cyball83 :

Again open internet options>>>click on security tab>>>then click on reset all zones to default level >>>now click on advanced tab >>>click on restore advanced settings then click reset after that click apply and ok

Customer:

the reset all zones is not highlighted to click

cyball83 :

then click on Reset then click apply and ok

Customer:

okay was able to do all and restorerd advanced settings

cyball83 :

ok good,which antivirus is installed in your pc?

Customer:

mcafee

cyball83 :

is it updated

Customer:

yes

cyball83 :

did you run a full scan after this problem started

Customer:

yes

cyball83 :

did it find any threat?

Customer:

no

cyball83 :

please disable Mcafee

Customer:

how do i do that

cyball83 :

double click on the mcafee icon the time tray that will open mcafee then there will be a option to disable it

Customer:

i am not finding a disable option

cyball83 :

did you open Mcafee control center

cyball83 :

If you can't find it,right click on the Mcafee icon and click on disable or exit

Customer:

i keep getting a screen that talks about the features and shows that everything is on

cyball83 :

ok

Customer:

i just figured it out

cyball83 :

Good.is it disabled now

Customer:

i turned off the firewall and now it is frozen

cyball83 :

ok

cyball83 :

then restart the pc the press F8 repeatedly when you see Hp logo then you will get advance boot option in that select safe mode with networking and press enter

cyball83 :

make sure you have selected safe mode with networking NOT just safe mode

cyball83 :

let me know when you are in safe mode with networking

Customer:

okay now i am in

cyball83 :

now check facebook

Customer:

i am logging in now

Customer:

should i try to play a game

cyball83 :

ok

cyball83 :

yes please

Customer:

okay it let me play and didn't freeze up

cyball83 :

ok

Customer:

now what

cyball83 :

Do you have mcafee antivirus installation disc or its setup file to install

Customer:

i believe my husband downloaded it all

cyball83 :

ok then i believe he can download it again and install it because we need to uninstall Mcafee for checking

Customer:

okay

Customer:

what do i do

cyball83 :

click start>>>control panel then click on programs or programs and features.now programs and features window will open in that right click on Mcafee and click on uninstall

Customer:

it is asking what do i want to uninstall-mcafee internet security and sit advisor

cyball83 :

both

Customer:

i got a blue screen with a bunch of writing and then it shut down and went to windows error recovery window

Customer:

it is restarting now

Customer:

all on its own

cyball83 :

OK i believe this virus issue.it is better to do a restore to factory settings

Customer:

okay

Customer:

so now what

cyball83 :

restart the PC when you see the Hp logo press F11 repeatedly.you need to be quick because this logo stays only for 2 seconds

cyball83 :

Then you will get a recovery window.let me know when you get that window

Customer:

have that window

cyball83 :

when you did system recovery before did you get this same window

Customer:

no

cyball83 :

ok,Is there a restore to factory settings option in there

Customer:

no

cyball83 :

what all options are there?

Customer:

safe mode, safe mode with networking or safe mode with command prompt, start windows normally

cyball83 :

that is not recovery wizrad

Customer:

okay how do i get to that

Customer:

i tried to shut it down and press f11 and that didnt work again

cyball83 :

ok press and hold esc key then restart now you will get a boot options window let me know when you get that

cyball83 :

do not release esc key when you restart the pc

Customer:

same screen appears

cyball83 :

try once this time restart the pc immediately press and hold esc key

Customer:

okay worked

Customer:

this is where i went and did the system diagnostics last night

cyball83 :

what all options are there

Customer:

system information, system diagnostics, hp sparekey, boot device options, bios setup, network boot, enter, continue startup

cyball83 :

The disc you have is it recovery disc or windows 7 installation disc

Customer:

I have an application and driver recovery dvd, operating system dvd operating system cd

cyball83 :

insert the operating system dvd

Customer:

i am still in the screen with the different options

cyball83 :

then select boot device options and press enter then another window open in that select CD/DVD drive and press enter

cyball83 :

if you get a option to press any key.press a key immediately

Customer:

it show notebook hard drive, usb hard drive 1 and notebook ethernet

cyball83 :

nothing about CD or DVD drive please check it again

Customer:

nope

cyball83 :

is the external hard drive connected

Customer:

yes

cyball83 :

first remove that.then restart the PC and do the same process

Customer:

i opened the computer and the dvd drive it shows different options on the disc-boot, efi, sources, support, upgrade, autorun, bootmgr and setup

cyball83 :

are you in windows desktop now

Customer:

yes

cyball83 :

i told you to remove usb external hard drive.restart the pc immediately press and hold esc key.then select boot device and press enter

Customer:

oh okay, sorry, no i dont have an external hard drive

cyball83 :

Its ok no need to say sorry,restart the pc immediately press and hold esc key.then select boot device and press enter(make sure the operating system dvd is inserted in the drive)

Customer:

everytime i hit boot device options it goes to those three choices above

Customer:

what about network boot

cyball83 :

no not that

cyball83 :

please try this restart the computer, and then press esc while the “Press the ESC key for Startup Menu” message
is displayed at the bottom of the screen.
Press f11 while the “Press <F11> for recovery” message is displayed on the screen.

Customer:

that doesn't come up

cyball83 :

ok then restart the pc immediately press and hold esc key.then select bios and press enter

Customer:

okay, restore defaults is on this screen

cyball83 :

did you get that when you select bios and press enter

cyball83 :

let me know

Customer:

yes

cyball83 :

boot option in there

Customer:

no, it has system information, set system date and time, system diagnostics, restore defaults, reset bios security to factory default, ignore changes and exit, save changes and exit

cyball83 :

select system information and see if there a boot option in there

Customer:

no

cyball83 :

there has to be a boot option that is sure

Customer:

there is a boot option under system configuration click on that

cyball83 :

yes please

Customer:

okay

Customer:

done now what

cyball83 :

now select first boot device as cd/dvd drive

Customer:

it shows custom logo, diplay diagnostic url, cd rom boot, sd card boot, floppy boot, pxe internal nic boot, uefi boot mode, all with boxes to check then shows legacy boot order, notebook upgrade bay, notebook hard drive, usb floppy, usb cd rom usb hard drive, notebook ethernet, sd card

cyball83 :

oh ok check cd rom boot then select save changes and exit.

cyball83 :

now the system will restart and boot from disc.

cyball83 :

if you get a message to press any key.press a key immediately


Customer:

said to press esc key

Customer:

now five options came u

cyball83 :

what all those

cyball83 :

i mean what are those

Customer:

f1-system information

Customer:

f2 system diagnostics, f7 hp sparekey, f9 boot device options, f10 bios setup

Customer:

enter to continue startup

cyball83 :

no f11 option in there

cyball83 :

like F11 recovery

Customer:

no

cyball83 :

Then press F9

Customer:

notebook upgrade bay, notebook hard drive

cyball83 :

that's all

Customer:

yes

cyball83 :

restart and press f10 and check whether the cd rom boot is enabled

cyball83 :

The settings in the system is entirely different are you sure its a HP Probook 6545b


Customer:

yes

cyball83 :

is the cd rom boot still enabled

Customer:

yes

cyball83 :

is there a DVD rom boot in there

Customer:

no

cyball83 :

OK save changes and exit.this time do not press esc key if it shows press any key then only press a key

Customer:

okay that worked and windows is loading files

Customer:

from the cd

cyball83 :

ok finally

cyball83 :

i just found the reason why it didn't show the F11 option its because its encrypted.is this laptop used by your husband or you.

cyball83 :

because this is a business laptop

cyball83 :

business pro laptop

Customer:

by me

Customer:

setup is starting

cyball83 :

ok we are going to format the C drive and install windows 7 are you sure there is no data you needed

Customer:

that will be fine

cyball83 :

ok

Customer:

i am given the options upgrade or custom

cyball83 :

select custom

Customer:

where do i want to install windows

cyball83 :

how many partitions are there

Customer:

2 the first one says system

cyball83 :

i believe the 1 st ones size is 100mb

Customer:

296.1 gb

cyball83 :

what about second one

Customer:

2.0 gb with 1.4 gp free space

cyball83 :

also its name

Customer:

it says it is the primary

cyball83 :

is there a name for that drive

Customer:

partition 2: hp tools

cyball83 :

ok select 296.1 gb partition and click on drive options

cyball83 :

now click on format

cyball83 :

let me know once format is done

Customer:

okay clicked on format-format is done

cyball83 :

ok select 296.1 gb partition and click on next

cyball83 :

now i believe you are in this window

Full Size Image

Customer:

it is now installing windows

cyball83 :

ok

cyball83 :

now this process will take some time,during the process the system will restart.This time do not press any key the system will automatically continue installation

Customer:

okay so does that mean that we are done?

cyball83 :

its is almost but i will stay until the installation is complete.but for now i am going to take a small break for 10min is that ok with you

Customer:

absolutely-i think it will take longer than that

cyball83 :

yes it will.be back in 10 min

cyball83 :

i am back what is the status

Customer:

hi it is restarting windows right now and is checking all the performance and is now finalizing setting

cyball83 :

ok good

Customer:

do i need to reload office

cyball83 :

once the installation is complete.you need to insert the drivers and application disc and install it.then install office before start browsing install antivirus and update it

Customer:

okay

cyball83 :

is it still installing

Customer:

yes

cyball83 :

ok

cyball83 :

what is the status

Customer:

still working on the downloads

cyball83 :

you mean after the installation ?

Customer:

yes the installation

cyball83 :

ok

Customer:

installing office

cyball83 :

one moment

cyball83 :

did you install drivers and applications?

cyball83 :

i mean from the drivers and application disk

Customer:

yes

cyball83 :

ok thats good now you can install office

cyball83 :

let me know the once the office installation is done

cyball83 :

is it still installing Office?

cyball83 :

please let me know the status

Customer:

I am now installing printeras

cyball83 :

ok what else is there to install

cyball83 :

so far did it freeze

Customer:

no

cyball83 :

ok that is good

Customer:

oh my gosh i can't believe how long this is taking!!!!! I am sorry to have taken your whole day! I really appreciate all of your help! You are awesome! what is your name?

cyball83 :

Its ok i am here to help you,My name is John

cyball83 :

Is everything done

cyball83 :

i believe you haven't installed antivirus

Customer:

thank you so much John

Customer:

No I haven't installed antivirus-i have to find out from my husband where to do that-he is at work

cyball83 :

OK is there anything else Ma'am

cyball83 :

Let me know Ma'am

Customer:

i dont think so! thank you againa

cyball83 :

Everything seems to be working fine so please don’t forget to click ACCEPT button in this chat page & leave a POSITIVE Feedback and some Bonus will be well appreciated. That’s the only way i get paid for the services that I have provided to you

Customer:

Absolutely! You are a rockstar John!

John
John, Computer Support Specialist
Category: Computer
Satisfied Customers: 5,599
Experience: MCP, RHCE
Verified
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John
John, Computer Support Specialist
Category: Computer
Satisfied Customers: 5,599
5,599 Satisfied Customers
Experience: MCP, RHCE

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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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