Computer freeze

I have a new Asus Zenbook Windows 11 laptop, two months old. It has worked well, but in the last four days I have had five instances of complete freeze of the computer with loss of mouse and no response to CTL-Alt-Delete. Each of these have occurred while routine internet surfing using Chrome or Firefox. I've had to do a hard shutdown with the power switch each time, and after restarting, I'm right back at the same webpage where I was when it happened. Is this a Windows 11 problem, perhaps related to a recent update ?

This is not a Windows problem but something with either a 3rd party app you have installed, or hardware problem.
Uninstall any new you may have installed.
If you continue to have problems, the computer is under warranty
Send it back to Asus for a free repair or replacement

Hi, welcome to the forum

There could be another way but you should be able to open the Event Viewer by searching via start or taskbar search and searching for and selecting Event Viewer.
Alternatively you can press Win Key + R to open Run and copy/paste this eventvwr.exe
and click Enter
Navigate to Windows Logs > System.

Look for any critical errors or warnings around the time of the freeze. These entries might provide information about the cause of the problem.

Check if you have dust at your laptop. Overheating can slow down a computer to protect the CPU from damage. Use a compressed air spray or an air blower to remove as much as possible dust. If you are a little more experienced you can also replace the old dried thermal paste between the CPU and the heatsink with fresh and go down at least 5 degrees more. You can also ask for professional cleaning at your local computer store.

When I bought my Intel Core-i7 second hand to upgrade my Core-i3 the CPU cooler was kept by the previous owner, so I used my inadequate Core-i3 cooler and the CPU was working at higher temperatures. As long as these were up to 90 degrees Centigrade, I didn't mind, the CPU worked at full speed. But due to very hot days in July reaching temperatures 38-40 degrees Centigrade, eventually the CPU reached the safety threshold of 105 degrees and immediately underclocked from 3.5GHz to barely 1.4GHz. My computer felt slower than an 90's Intel Celeron! Because I could no longer use it that slow and also to avoid damage to the CPU, I replaced the Intel CPU cooler with a much better one. Now the maximum temperature, even on very hot days, is under 85 degrees and it works at full speed.

I'm thinking this is a hardware problem, as the frequency of occurrance is increasing - it happened three times yesterday. I went to the Microsoft website and re-installed a repair copy of the OS (23H2), but the problem continued to occur. I have planned for total failure and off-loaded all important files. Will contact ASUS support regarding under warranty replacement or repair. Thanks to everyone for their suggestions.

To replace the part under Warranty they must first be able to reproduce the error and confirm it is a hardware issue. As you might know software errors (due to Windows or applications) are not covered by the Warranty. They will return it and recommend to reinstall the software. They might even charge for checking. In rare cases they replace the part anyway because they cannot prove 100% it is not hardware related.

During hangs / freezes Windows may generate log entries.

Please run the V2 log collector > post a share link

Again, I remind you that software issues are NOT covered by Warranty. They might charge you for checking the hardware if they find out the issues are software related. If they cannot reproduce the issues and confirm they are hardware related within some reasonable time, they will automatically assume they are software related. Even worse, they will return you the laptop with the disk formatted and Windows reinstalled just like the first day you bought it! Make sure you take a full backup of your data and that the issues are hardware related before sending.

In addition to a V2 share link please post event viewer links:

The V2 Collector didn't open properly, so I used the DM collector. The results are attached. There was also a small_ziplt file that would not attach to this message.

Please temporarily uninstall all non-Microsoft AV > make sure defender is on > post V2

Was the laptop monitor and / or an external monitor in use?


Open administrative command prompt and copy and paste:

wevtutil epl System %userprofile%\Desktop\system.evtx

wevtutil epl Application %userprofile%\Desktop\application.evtx


Zip the desktop files > post share links.



Some of the hangs / freezes were caused by the AMD GPU drivers / hardware.



The computer had 2 BSOD.

The computer had approximately 9 unexpected shutdowns and restarts.





At the time of sale the laptop manufacturer is responsible for hardware, operating system, drivers, applications, etc.

New laptops should not have BSOD.




Please contact Asus for Return Merchandise Authorization (RMA).







Name AMD Radeon 780M Graphics
PNP Device ID PCI\VEN_1002&DEV_1900&SUBSYS_1C031043&REV_C9\4&98C338A&0&0041
Adapter Type AMD Radeon Graphics Processor (0x1900), Advanced Micro Devices, Inc. compatible
Adapter Description AMD Radeon 780M Graphics
Adapter RAM 512.00 MB (536,870,912 bytes)
Installed Drivers C:\Windows\System32\DriverStore\FileRepository\u0399370.inf_amd64_403f21d546bcd2c0\B399199\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0399370.inf_amd64_403f21d546bcd2c0\B399199\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0399370.inf_amd64_403f21d546bcd2c0\B399199\aticfx64.dll,C:\Windows\System32\DriverStore\FileRepository\u0399370.inf_amd64_403f21d546bcd2c0\B399199\amdxc64.dll
Driver Version 31.0.22042.2
INF File oem23.inf (ati2mtag_Phoenix section)
Driver C:\WINDOWS\SYSTEM32\DRIVERSTORE\FILEREPOSITORY\U0399370.INF_AMD64_403F21D546BCD2C0\B399199\AMDKMDAG.SYS (31.0.22042.2, 101.63 MB (106,568,192 bytes), 1/28/2024 7:52 PM)





Event[17042]
Log Name: System
Source: Microsoft-Windows-WER-SystemErrorReporting
Date: 2024-09-23T00:12:12.1690000Z
Event ID: 1001
Task: N/A
Level: Error
Opcode: Info

Keyword: N/A
User: S-1-5-18
User Name: NT AUTHORITY\SYSTEM
Computer: ASUS
Description:
The computer has rebooted from a bugcheck. The bugcheck was: 0x0000019c (0x0000000000000050, 0xffffc58f42251080, 0x0000000000000000, 0x0000000000000000). A dump was saved in: C:\Windows\Minidump\092324-15203-01.dmp. Report Id: 12652582-40c2-4303-b783-e9e2f3424079.

Interesting. No AV software other than Defender, using laptop monitor. I did notice when mouse was jumping but no other problems, that after Cntrl-Alt-Delete Task Manager, the AMD software was using a lot of memory. A regular restart cured that. I just ran the V2 Collector again and it ran correctly. I have attached the file that it generated. I greatly appreciate all of your assistance. I have assembled numerous desktop computers, and thought I knew a fair amount about computers. You all have showed me that I was misguided in that assessment. Thanks again, Mark

No manufacturer takes responsibility of software issues like BSOD. At the time of purchase you shouldn't have any issues or BSOD, but if they appear, all manufacturers imply that the user did something wrong and they charge to reinstall Windows. None does it free of charge, unless the disk fails and restores the factory default Windows installation on the new disk. Other than that they charge for every software issue they fix and of course they charge if there is no hardware issue for checking your computer. Be very careful and confirm everything by phone before sending to avoid being charged.

1) Please run > post share links


a) tuneup_plus






b) gather_additional_dump_files





2) Create a new restore point:





3) Open administrative command prompt and copy and paste:

wevtutil epl System %userprofile%\Desktop\system.evtx

wevtutil epl Application %userprofile%\Desktop\application.evtx


Zip the desktop files > post share links.

spapakons said:

To replace the part under Warranty they must first be able to reproduce the error and confirm it is a hardware issue. As you might know software errors (due to Windows or applications) are not covered by the Warranty. They will return it and recommend to reinstall the software. They might even charge for checking. In rare cases they replace the part anyway because they cannot prove 100% it is not hardware related.

Click to expand...

spapakons said:

Again, I remind you that software issues are NOT covered by Warranty. They might charge you for checking the hardware if they find out the issues are software related. If they cannot reproduce the issues and confirm they are hardware related within some reasonable time, they will automatically assume they are software related. Even worse, they will return you the laptop with the disk formatted and Windows reinstalled just like the first day you bought it! Make sure you take a full backup of your data and that the issues are hardware related before sending.

Click to expand...

spapakons said:

No manufacturer takes responsibility of software issues like BSOD. At the time of purchase you shouldn't have any issues or BSOD, but if they appear, all manufacturers imply that the user did something wrong and they charge to reinstall Windows. None does it free of charge, unless the disk fails and restores the factory default Windows installation on the new disk. Other than that they charge for every software issue they fix and of course they charge if there is no hardware issue for checking your computer. Be very careful and confirm everything by phone before sending to avoid being charged.

Click to expand...

You’ve kind of made your point clear.
However, it’s not always doom and gloom with retailers and manufacturers. Depending on where Mark lives.
In Australia, you can return a Laptop to the place of purchase within one year (or 2.. 3) depending on the warranty.
Some countries, Like Australia, have very strict consumer laws that work in favour of the purchaser.
If I buy a laptop and there is something wrong within the first 12 months, I return it to the retailer, the end.

wtchdrmd said:

I have a new Asus Zenbook Windows 11 laptop, two months old. It has worked well, but in the last four days I have had five instances of complete freeze of the computer with loss of mouse and no response to CTL-Alt-Delete. Each of these have occurred while routine internet surfing using Chrome or Firefox. I've had to do a hard shutdown with the power switch each time, and after restarting, I'm right back at the same webpage where I was when it happened. Is this a Windows 11 problem, perhaps related to a recent update ?

Click to expand...

If it were a Lenovo, customer care warranties that come with the laptop for 12 months unless you extend it.
They will get online and check, if they can’t work it out you get a replacement. There are also different levels of care/ I can buy a new laptop, upgrade thecare package and they’ll be over to my office or home the next day for doaignosis/repair/replacement.

What do ASUS offer, Mark?

Also, Mark, if you decide to return it, back it up then “factory restore” the laptop first.

I don't know about your country, but here in Greece most manufacturers give 12 months Warranty. European Law extends that to 24 months, but not all manufacturers comply, they would rather pay the fines. Inside the Warranty you can return and they must repair or replace it. They are not forced to replace it, unless it is unrepairable, they can repair it and return to you. They also have the right to replace it with a refurbished device of the same model, you cannot force them to give you a brand new sealed replacement, unless if you complain to the Consumers Rights Institute and threaten to take Legal action. They can arrange to send the device back free of charge, but some also demand that you pay for shipping to return it and they pay to send it back to you. They examine the device very carefully and are looking for the slightest detail to deny Warranty (such as some marks indicating you dropped it or you mishandled it). If they cannot deny Warranty, they are looking for faults in software. They will even format the disk and reinstall Windows just to prove the hardware isn't faulty and it was a software issue, and hence the Warranty doesn't cover that. If you are granted a replacement you might receive a refurbished device, rather than a sealed new one. Also they don't care about your data, it is your responsibility to backup them before sending it back.

spapakons said:

They will even format the disk and reinstall Windows just to prove the hardware isn't faulty and it was a software issue, and hence the Warranty doesn't cover that.

Click to expand...

Well I would expect no less and would hope that they would do that. I’d happily take the laptop back.
From the sounds of things, Australia is far more friendly for the purchaser than Greece is. You paint a picture that simply isn’t true for all countries and I can tell you for fact, I have returned laptops for far less than what is going on here without ever having to talk to a manufacturer. I’ve returned laptops just because I haven’t liked them.

In Marks case, it certainly reads like a hardware issue, he has nothing to fear from ASUS, at all.

antspants said:

Also, Mark, if you decide to return it, back it up then “factory restore” the laptop first.

Click to expand...

Also, if you find that on a factory reset, that there isn’t a problem, good news?

Here in Greece we have 15-20 days from purchase (depending on shop) to make up our minds and return it. After this period we cannot return it because we changed our mind, only if it has issues and are covered by Warranty. It makes sense, one cannot buy something and change his mind 2-3 months later! The shop aren't stupid to accept the old device and give him a brand new with new Warranty. Needless to say that for each replacement under Warranty, the period of Warranty doesn't change! Even if they replace it with a sealed item, they mark its serial number and its Warranty is valid for the remaining period of the original device, even if it is a few days! Of course some large companies are the exception to this rule. They issue a credit notice for the old item and a new receipt (or invoice) for the new item they give you, so the Warranty period is valid from the date of the new receipt/invoice.

zbook and others : I have a one year warranty, good until July 2025. Tune-up plus and additional_dump_files were run and the zipped results are attached. A new restore point was created, and the recommended commands were entered at a command prompt and each created a file on my desktop (my download location). Two complete computer freezes occurred yesterday, but none so far today. Also, the tune-up program spent several minutes doing its "correcting the health of windows".