Question Computer intermittently freezes (mouse still moves)

Nov 29, 2019
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Hi all, I've been having a strange problem lately that seems to be getting worse where my computer will start to stutter, and then after a few seconds will freeze. The mouse still moves, but nothing reacts to my clicks, I cannot bring up the task manager, and it stays frozen until I do a hard restart. It used to only happen sometimes when waking up from sleep mode. So I disabled sleep mode. But now it seems to happen both randomly and almost always when left idle to download or whatnot.

Specs:
OS: Windows 10
CPU: AMD Ryzen 7 2700X 3.70 GHz
GPU: NVIDIA GeForce RTX 2070
RAM: 16 GB
Motherboard: Asus PRIME B450M-A

Computer is less than six months old. I have already tried numerous online troubleshooting steps including checking for corrupted files, checking for malware, repairing my memory (no errors found), and even doing a complete reinstall of Windows 10 to make sure it was scrubbed clean. Still got the crashing issue. My only possible lead is that, after uninstalling the Xbox on PC (beta) application before I left for Thanksgiving, I found that it had not crashed when I came back. that could just be a fluke though as the issue is very intermittent. Does that sound like something that could even be caused by a gaming platform?

Does it sound more like a hardware issue and should I take it back to Best Buy to see if I can apply a manufacturer's warranty?

Any help would be greatly appreciated! :)
 

Ralston18

Titan
Moderator
Look in Reliability History and Event Viewer for error codes and warnings that correspond with the times of the freezes.

Watching Task Manager or Resource Monitor may likewise help discover the culprit.

Has the case been opened to ensure that all connections, card seatings, RAM, and jumpers all fully and firmly in place?

If you are not comfortable doing so then the computer back to Best Buy.
 
Nov 29, 2019
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Hi Ralston18, thank you for your quick reply! I looked in my Reliability History, and found multiple errors that correspond to crash times with this message:

Source
YourPhone.exe

Summary
Stopped working

Date
‎11/‎30/‎2019 3:18 AM

Status
Report sent

Description
Faulting Application Path: C:\Program Files\WindowsApps\Microsoft.YourPhone_1.19102.525.0_x64__8wekyb3d8bbwe\YourPhone.exe

Problem signature
Problem Event Name: MoAppCrash
Package Full Name: Microsoft.YourPhone_1.19102.525.0_x64__8wekyb3d8bbwe
Application Name: praid:App
Application Version: 1.19102.525.0
Application Timestamp: 5dbcd5ca
Fault Module Name: combase.dll
Fault Module Version: 10.0.18362.449
Fault Module Timestamp: ac52ea46
Exception Code: 802b000a
Exception Offset: 000000000007fdba
OS Version: 10.0.18362.2.0.0.768.101
Locale ID: 1033
Additional Information 1: cff5
Additional Information 2: cff59d4081bc86dd428adbe469902ba9
Additional Information 3: 4f7f
Additional Information 4: 4f7f30436924eef19ce46721dc62804f

Extra information about the problem
Bucket ID: 69c73a98181dfdb23657fea9121b78aa (1610035393914960042)

There were also two warning messages with this description the previous day:
Description
Installation Failure: Windows failed to install the following update with error 0x80073D02: 9WZDNCRFJ364-MICROSOFT.SKYPEAPP.

I'm going to uninstall Skype and see if that has any effect since both of those seem obviously related to the Skype app.
 
Nov 29, 2019
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The more Reliability Report events I look at actually, the more it also looks like it's mostly logging app crashes when I shut down the computer unexpectedly (because it's completely frozen). This makes sense since the computer still works while frozen, and I can move the mouse, but everything is locked up.

Going to try your advice on making sure hardware connections are secure now.
 

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