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CheriLeonard
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AdvancedSetup

AdvancedSetup

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Hello @CheriLeonard

It appears as though something is blocking our tool from creating and downloading all of the logs properly.

Please try to run the following. Make sure you allow the software to download and run if Microsoft SmartScreen or Windows Defender tries to block it. The software is safe to run.

 

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

 

 

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AdvancedSetup

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Hello @CheriLeonard

You're running 2 full antivirus suites on this computer. Please choose one of them and fully uninstall the other one.

Norton Security Suite
Webroot SecureAnywhere

 

Name: NVIDIA GeForce GTX 860M
Description: NVIDIA GeForce GTX 860M
Class Guid: {4d36e968-e325-11ce-bfc1-08002be10318}
Manufacturer: NVIDIA
Service: nvlddmkm
Problem: : This device cannot find enough free resources that it can use. If you want to use this device, you will need to disable one of the other devices on this system. (Code12)
Resolution: Two devices have been assigned the same input/output (I/O) ports, the same interrupt, or the same Direct Memory Access channel (either by the BIOS, the operating system, or a combination of the two). This error message can also appear if the BIOS did not allocate enough resources to the device (for example, if a universal serial bus (USB) controller does not get an interrupt from the BIOS because of a corrupt Multiprocessor System (MPS) table).
You can use Device Manager to determine where the conflict is and disable the conflicting device.
On the "General Properties" tab of the device, click "Troubleshoot" to start the troubleshooting wizard.

 

Once you've removed on of the antivirus suites and have rebooted the computer please run FRST again and post back both new logs again.

Thanks

 

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AdvancedSetup

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Okay, please temporarily disable your Norton Antivirus and run the following script

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, FRST or FRST64, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real time antivirus or security software before running this script. Once completed make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome and Opera caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • BITS transfer queue (qmgr*.dat files)
  • Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

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AdvancedSetup

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You really need to look at fixing your video card issue here. The device is not loading correctly and the software is also crashing.

Name: NVIDIA GeForce GTX 860M
Description: NVIDIA GeForce GTX 860M
Class Guid: {4d36e968-e325-11ce-bfc1-08002be10318}
Manufacturer: NVIDIA
Service: nvlddmkm
Problem: : This device cannot find enough free resources that it can use. If you want to use this device, you will need to disable one of the other devices on this system. (Code12)
Resolution: Two devices have been assigned the same input/output (I/O) ports, the same interrupt, or the same Direct Memory Access channel (either by the BIOS, the operating system, or a combination of the two). This error message can also appear if the BIOS did not allocate enough resources to the device (for example, if a universal serial bus (USB) controller does not get an interrupt from the BIOS because of a corrupt Multiprocessor System (MPS) table).
You can use Device Manager to determine where the conflict is and disable the conflicting device.
On the "General Properties" tab of the device, click "Troubleshoot" to start the troubleshooting wizard.


==================== Event log errors: ========================

Application errors:
==================
Error: (07/27/2020 08:12:09 AM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: nvstreamsvc.exe, version: 1.7.306.0, time stamp: 0x52dd3a57
Faulting module name: ntdll.dll, version: 10.0.18362.815, time stamp: 0xb29ecf52
Exception code: 0xc0000005
Fault offset: 0x000000000003fb65
Faulting process id: 0x321c
Faulting application start time: 0x01d6640f267da448
Faulting application path: C:\Program Files\NVIDIA Corporation\NvStreamSrv\nvstreamsvc.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 2e291a64-cef1-40ec-9e46-43b6cab78e5a
Faulting package full name:
Faulting package-relative application ID:

 

Please review the Device Manager and see if you can track down and correct the possible cause.

You're also having this other Event Log issues being listed by the system.

 

System errors:
=============
Error: (07/27/2020 07:50:10 AM) (Source: Service Control Manager) (EventID: 7000) (User: )
Description: The Windows Presentation Foundation Font Cache 3.0.0.0 service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.

Error: (07/27/2020 07:50:10 AM) (Source: Service Control Manager) (EventID: 7009) (User: )
Description: A timeout was reached (30000 milliseconds) while waiting for the Windows Presentation Foundation Font Cache 3.0.0.0 service to connect.

Error: (07/27/2020 07:49:40 AM) (Source: Service Control Manager) (EventID: 7000) (User: )
Description: The Windows Presentation Foundation Font Cache 3.0.0.0 service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.

Error: (07/27/2020 07:49:40 AM) (Source: Service Control Manager) (EventID: 7009) (User: )
Description: A timeout was reached (30000 milliseconds) while waiting for the Windows Presentation Foundation Font Cache 3.0.0.0 service to connect.

Error: (07/27/2020 07:48:11 AM) (Source: Service Control Manager) (EventID: 7000) (User: )
Description: The LenovoVantageService service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.

Error: (07/27/2020 07:48:11 AM) (Source: Service Control Manager) (EventID: 7009) (User: )
Description: A timeout was reached (45000 milliseconds) while waiting for the LenovoVantageService service to connect.

Error: (07/27/2020 07:48:11 AM) (Source: Service Control Manager) (EventID: 7000) (User: )
Description: The PGService service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.

Error: (07/27/2020 07:48:11 AM) (Source: Service Control Manager) (EventID: 7009) (User: )
Description: A timeout was reached (45000 milliseconds) while waiting for the PGService service to connect.

 

As a suggestion, you may want to temporarily uninstall Norton Antivirus and see if that helps with any of these issues or not. Sometimes security software can be too strict and cause unexpected issues. I'm not saying Norton is the cause, only suggesting it might be easier to temporarily uninstall it while you work on and investigate fixing these issues.

 

 

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CheriLeonard

CheriLeonard

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OK.  This is discouraging and a bit overwhelming.  I'll try but I think I'm now in over my head. 

As an aside I have Malwarebytes Premium on the Win 10 desktop which is having the exact same issue with being unable to update.  At some point I'll need help with that but find it weird that this happened at the same time, same update.

Thanks for your help so far

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I'll be happy to look at your other system if you like, but this computer is certainly having some hardware and software issues that are there with or without our program.

I can try to assist you with this computer but obviously it will take time. If you have or know someone that might be able to physically assist you that might be good otherwise I'll continue to assist you in trying to fix the system.

 

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What is the Manufacturer name of your computer?  Dell, HP, etc.
Is it a Laptop or Desktop?
What is the model number?

 

Please get me the following and we'll see what we can find

Create an Autoruns Log:

  • Please download Sysinternals Autoruns from here.
  • Save Autoruns.exe to your desktop and double-click it to run it.
  • Once it starts, please press the Esc key on your keyboard.
  • Now that scanning is stopped, click on the Options button at the top of the program and select Verify Code Signatures and Check VirusTotal.com and Submit Unknown Images
  • Once that's done press the F5 key on your keyboard, this will start the scan again, this time let it finish.
  • When it's finished, please click on the File button at the top of the program and select Save and save the Autoruns.arn file to your desktop and close Autoruns.
  • Right-click on the Autoruns.arn file on your desktop and hover your mouse over Send To and select Compressed (zipped) Folder
  • Attach the Autoruns.zip folder you just created to your next reply

 

image.png

 

 

Provide System Specifications:

  • Please download Speccy from here and save the installer to your desktop or another location where you can easily find it.
  • Double-click the file to begin installation and follow the onscreen steps to complete the installation and make sure that the checkbox next to Run Speccy is checked before you click on Finish at the end.
  • Once the program starts it will analyze your system, please be patient as it may take a few moments to complete.
  • Once it finishes and none of the areas say Analyzing click on the File button at the top and select Save Snapshot...
  • Save the file to your desktop and click Ok to confirm
  • Go to your desktop and right-click on the file you just created and hover over Send to and select Compressed (zipped) Folder
  • Please attach the zip file you just created to your next post

NOTE: Due to changes from Avast please review the following installer settings
 

image.png

image.png

Why You Shouldn’t Download CCleaner for Windows Anymore
https://helpdeskgeek.com/free-tools-review/why-you-shouldnt-download-ccleaner-for-windows-anymore/

Here’s What You Should Use Instead of CCleaner
https://www.howtogeek.com/361112/heres-what-you-should-use-instead-of-ccleaner/

Avast (CCleaner, Speccy) Privacy Policy


Thanks

 

 

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AdvancedSetup

AdvancedSetup

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Thank you for the logs @CheriLeonard

Lenovo Driver Download List
https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/lenovo-y-series-laptops/y50-70-touch-notebook-lenovo/downloads/

STEP 1

Please update your BIOS to the latest version

The laptop appears to be about 5 years old.

The current installed BIOS version you're running shows to be:
Brand    LENOVO
Version    9ECN31WW(V1.14)
Date    8/18/2014

The latest available updated appears to be:
BIOS Update for Windows 7 (32-bit, 64-bit), Windows 8 (64-bit), Windows 8.1 (64-bit), Windows 10 (64-bit) - Notebook

9ECN43WW(V3.03)
Date  22 Oct 2015

Flash BIOS Version 9ECN43WW(V3.03) update and installation instructions read me text
https://download.lenovo.com/consumer/mobiles/9ecn43ww.txt

BIOS 9ECN43WW(V3.03) program update download link
https://download.lenovo.com/consumer/mobiles/9ecn43ww.exe

 

STEP 2

Download the following driver Nvidia GeForce GTX 860M (mobile) Driver and save to your computer.

Restart the computer. Then temporarily disable all security software and install this new video driver

 

STEP 3

Let me know if you have any questions or run into any issues with updating the BIOS or the Video Driver.
Restart the computer one more time after the installation has completed.

If both go well then please run the FRST program again and click SCAN and post back both new logs.

Thanks

 

 

Edited by AdvancedSetup
updated information
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AdvancedSetup

AdvancedSetup

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Excellent. Good work @CheriLeonard

It looks like both issues were corrected. The main error about the video card is now gone.

The BIOS does show that it has been updated.

BIOS: LENOVO 9ECN43WW(V3.03) 08/12/2015

 

Let me have you do a Clean Removal of both Norton and Malwarebytes (you're running Windows 10 which has a pretty good built-in antivirus so your system still has protection)

 

Download and run the Norton Remove and Reinstall tool but DO NOT reinstall when asked. For now leave it uninstalled.
https://support.norton.com/sp/en/us/home/current/solutions/v60392881?abproduct=home&abversion=current&pvid=f-home

 

Next, use the Malwarebytes Support Tool and uninstall Malwarebytes but DO NOT reinstall when asked. For now leave it uninstalled.
https://support.malwarebytes.com/hc/en-us/articles/360039023473-Uninstall-and-reinstall-using-the-Malwarebytes-Support-Tool

 

Once both of those programs have been removed please restart the computer 2 times but wait about 5 minutes between restarts.

Then run FRST one more time and click SCAN and post back both new logs as an attachment.

 

Thank you and look forward to seeing the new logs

 

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AdvancedSetup

AdvancedSetup

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I would recommend that you try changing your DNS provider to Google Public DNS at least temporarily

https://developers.google.com/speed/public-dns

8.8.8.8

8.8.4.4

 

There are a couple of minor errors in the Event Logs now from Lenovo - please visit the following link and click on the Start Scan button and allow it to scan your system for possible updates.

https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/lenovo-y-series-laptops/y50-70-touch-notebook-lenovo/downloads/automatic-driver-update

image.png

Let me know if it finds any updates or not please.

 

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