Question Laptop freezes occasionally after upgrade

[Frankie\]

Hi guys,
Hope you can help me figure out what's happening to my laptop. I have a Acer Nitro 5 AN515-55, originally with 1 stick of 8GB RAM, and a WD PC SN530 NVMe M.2 2280 as internal drive, which is still the main drive. I wanted to upgrade RAM and storage, so I bought these two:

• Silicon Power 32GB (2x16GB) SP032GBSFU320X22 3200Mhz CL22 DDR4 SODIMM
• Silicon Power 1TB P34A80 Gen3x4 TLC PCIe M.2 NVMe

All good after installing it, the laptop recognised everything. However, I am experiencing some freezes, occasionally. No blue screen, but just a total freeze of everything, so I have to restart from the power button.
I thought RAM could be the issue, so I ran the memtest86 - took about 8 hours, but no errors, it came out with a Pass.
I haven't used the other internal drive yet at all. I checked the status of both drives and all looks okay.
Thinking it could be the graphic card, I also updated the driver (this laptop comes with a GeForce RTX 2060) - but I still got one freeze after the driver update.

I think I counted 4 freezes so far, in about a week since the upgrade. I got two freezes right after clicking the Shut Down button, one freeze while the laptop was idle on the main Windows screen and another one while playing a game (FM2021 - not one that requires a big hardware).

No idea what could cause the issue - hope you can help. I put here some info of my laptop.
https://flic.kr/p/2nUoB1m View: https://flic.kr/p/2nUoB1m

https://flic.kr/p/2nUoer1 View: https://flic.kr/p/2nUoer1

https://flic.kr/p/2nUij5B View: https://flic.kr/p/2nUij5B

https://flic.kr/p/2nUoB2t View: https://flic.kr/p/2nUoB2t

https://flic.kr/p/2nUnnGv View: https://flic.kr/p/2nUnnGv

https://flic.kr/p/2nUnnGA View: https://flic.kr/p/2nUnnGA

https://flic.kr/p/2nUnnHc View: https://flic.kr/p/2nUnnHc



Thanks

 

[Bob.B]

Hi guys,
Hope you can help me figure out what's happening to my laptop. I have a Acer Nitro 5 AN515-55, originally with 1 stick of 8GB RAM, and a WD PC SN530 NVMe M.2 2280 as internal drive, which is still the main drive. I wanted to upgrade RAM and storage, so I bought these two:

• Silicon Power 32GB (2x16GB) SP032GBSFU320X22 3200Mhz CL22 DDR4 SODIMM
• Silicon Power 1TB P34A80 Gen3x4 TLC PCIe M.2 NVMe

All good after installing it, the laptop recognised everything. However, I am experiencing some freezes, occasionally. No blue screen, but just a total freeze of everything, so I have to restart from the power button.
I thought RAM could be the issue, so I ran the memtest86 - took about 8 hours, but no errors, it came out with a Pass.
I haven't used the other internal drive yet at all. I checked the status of both drives and all looks okay.
Thinking it could be the graphic card, I also updated the driver (this laptop comes with a GeForce RTX 2060) - but I still got one freeze after the driver update.

I think I counted 4 freezes so far, in about a week since the upgrade. I got two freezes right after clicking the Shut Down button, one freeze while the laptop was idle on the main Windows screen and another one while playing a game (FM2021 - not one that requires a big hardware).

No idea what could cause the issue - hope you can help. I put here some info of my laptop.
https://flic.kr/p/2nUoB1m View: https://flic.kr/p/2nUoB1m

https://flic.kr/p/2nUoer1 View: https://flic.kr/p/2nUoer1

https://flic.kr/p/2nUij5B View: https://flic.kr/p/2nUij5B

https://flic.kr/p/2nUoB2t View: https://flic.kr/p/2nUoB2t

https://flic.kr/p/2nUnnGv View: https://flic.kr/p/2nUnnGv

https://flic.kr/p/2nUnnGA View: https://flic.kr/p/2nUnnGA

https://flic.kr/p/2nUnnHc View: https://flic.kr/p/2nUnnHc



Thanks

Remove the new parts and see if you still have a problem.

 

[John Chesterfield]

Hi guys,
Hope you can help me figure out what's happening to my laptop. I have a Acer Nitro 5 AN515-55, originally with 1 stick of 8GB RAM, and a WD PC SN530 NVMe M.2 2280 as internal drive, which is still the main drive. I wanted to upgrade RAM and storage, so I bought these two:

• Silicon Power 32GB (2x16GB) SP032GBSFU320X22 3200Mhz CL22 DDR4 SODIMM
• Silicon Power 1TB P34A80 Gen3x4 TLC PCIe M.2 NVMe

All good after installing it, the laptop recognised everything. However, I am experiencing some freezes, occasionally. No blue screen, but just a total freeze of everything, so I have to restart from the power button.
I thought RAM could be the issue, so I ran the memtest86 - took about 8 hours, but no errors, it came out with a Pass.
I haven't used the other internal drive yet at all. I checked the status of both drives and all looks okay.
Thinking it could be the graphic card, I also updated the driver (this laptop comes with a GeForce RTX 2060) - but I still got one freeze after the driver update.

I think I counted 4 freezes so far, in about a week since the upgrade. I got two freezes right after clicking the Shut Down button, one freeze while the laptop was idle on the main Windows screen and another one while playing a game (FM2021 - not one that requires a big hardware).

No idea what could cause the issue - hope you can help. I put here some info of my laptop.
https://flic.kr/p/2nUoB1m View: https://flic.kr/p/2nUoB1m

https://flic.kr/p/2nUoer1 View: https://flic.kr/p/2nUoer1

https://flic.kr/p/2nUij5B View: https://flic.kr/p/2nUij5B

https://flic.kr/p/2nUoB2t View: https://flic.kr/p/2nUoB2t

https://flic.kr/p/2nUnnGv View: https://flic.kr/p/2nUnnGv

https://flic.kr/p/2nUnnGA View: https://flic.kr/p/2nUnnGA

https://flic.kr/p/2nUnnHc View: https://flic.kr/p/2nUnnHc



Thanks

What do Event Viewer and Reliability History say when you check them after a crash?

 

[Roland Of Gilead]

Hey there,

I'd start with your bios. It's way out of date it seems. Current version is 2.06.

May bring compatibility and bug fixes.

Support | Acer United States

 

[Frankie\]

Thanks for your answers, guys. Funny it froze again right after I posted my question.

@Bob.B I haven't yet tried removing the new parts and put back the old parts, given I am not very experienced but will try if I see another crash today.

This is what I did so far:
1. Opened the laptop again to see if everything looks okay. I noticed the new SSD looked just a little bit ben downwards, due to the screw holding it down. I am not sure if this is okay or not (I didn't tighten the screw too much). So I thought maybe I would loosen it a bit so that it stays flat

2. I ran Windows Memory Diagnostic, just as another test - all clean

@Roland Of Gilead - I thought about it, not sure why other people told me not to? That's why I haven't done it yet

@John Chesterfield - I had a look. Nothing specific right before the freeze moment, but I see a warning and an error that repeat themselves quite often
The warning

The application-specific permission settings do not grant Local Activation permission for the COM Server application with CLSID
{2593F8B9-4EAF-457C-B68A-50F6B8EA6B54}
and APPID
{15C20B67-12E7-4BB6-92BB-7AFF07997402}

The error
The Panda Cloud Antivirus Service service terminated unexpectedly. It has done this 1 time(s). The following corrective action will be taken in 30000 milliseconds: Restart the service.

Regarding this error, the reliability history shows this. The time is not the freeze time, but I noticed it almost about 20/30 minutes before the freeze

Source
Application Host Service

Summary
Stopped working

Date
‎22/‎10/‎2022 11:26 AM

Status
Report sent

Description
Faulting Application Path: C:\Program Files (x86)\Panda Security\Panda Security Protection\PSANHost.exe

Problem signature
Problem Event Name: APPCRASH
Application Name: PSANHost.exe
Application Version: 20.3.0.0
Application Timestamp: 60aa6720
Fault Module Name: PSENKrnl.dll
Fault Module Version: 4.0.13.5
Fault Module Timestamp: 5fc6b3e6
Exception Code: c0000005
Exception Offset: 0000d80a
OS Version: 10.0.19043.2.0.0.768.101
Locale ID: 2057
Additional Information 1: 2beb
Additional Information 2: 2beba6fb4680d73a8c78ca7c24ccdb46
Additional Information 3: 6c66
Additional Information 4: 6c664c0959eac33d97492294d41d467a

Extra information about the problem
Bucket ID: e93d35cbd4c2eb8bc7b9aca5fa9bc0e6 (1709587362437906662)


I have Panda as free antivirus. I just had a look online and a few posts come out about a 1-minute freeze. But I had this software for years and never had issues. I will try to remove it and see how it goes.

 

[Roland Of Gilead]

@Roland Of Gilead - I thought about it, not sure why other people told me not to? That's why I haven't done it yet

Aha! Yes, the fear of the dreaded bios update!

In times, it was often said that 'if you don't have issues, you don't need to update the bios', or ' be careful with updating the bios you will brick your machine' or many other things similar.

Fact is, updating your bios, is more akin to updating a driver nowadays. Not only that, but as I mentioned, they often bring performance enhancements, bug fixes and memory compatibility (where there may have been none before). Keeping your bios up to date is pretty normal to do. It's very easy, when following instructions for your board/bios/laptop. Often just a case of putting a file on a usb, going to the bios, boot the file from the usb, let it run, system restarts, bios is updated. It's made pretty easy by laptop manufacturers. They typically include a program in windows to do this.

You can always check back with us, if you need some guidance

 

[Frankie\]

@Roland Of Gilead - Thanks! I followed your advice - BIOS updated to the latest version, let's see if it fixes the issue (I hope). 🙏

So now it looks like the pattern is:
When I click Shut Down -> I get a 'micro' freeze, it lasts one second and then all good (but I think I always had this thing)
When I click Shut Down after I quit the FM2021 game - I'd say it freezes 80% of the times. I tried waiting but nothing happens.

Let's see what happens today. Next move would need to be putting back the old pieces? It's annoying cause this thing is just so random. You never know when it happens, it could go 2days with no issue...Go figure....

 

[Frankie\]

Hi guys

So updating the BIOS didn't fix the issue, which now seems to be happening just when I click the shut down button. No idea.

The event viewer shows this warning

The application-specific permission settings do not grant Local Activation permission for the COM Server application with CLSID
{2593F8B9-4EAF-457C-B68A-50F6B8EA6B54}
and APPID
{15C20B67-12E7-4BB6-92BB-7AFF07997402}
to the user LAPTOP-5GJF0BM0\franc SID (S-1-5-21-1243888923-1609856854-3741823871-1001) from address LocalHost (Using LRPC) running in the application container Unavailable SID (Unavailable). This security permission can be modified using the Component Services administrative tool.

In the registry, looks like this is related to RuntimeBroker. I had a look online and some people do have the same freezing issue but it doesn't seem anyone solved it. What should I try?