Question Streaming Amazon or Netflix causes PC to freeze

[Dr3ams]

When I stream a video through Amazon or Netflix and I try to fast forward or jump to another part of the film, my computer will freeze. This occurs when streaming direct in browser (both Chrome and Edge) and when using an Amazon/Netflix app from the Microsoft Store. If I leave the streaming browser or app open while gaming or looking at a web page the PC will also freeze. I tried other non-streaming media players like: Media Player Classic, PowerDVD and VLC and no issues whatsoever. I never had this issue on Windows 10 and my Windows 11 is a clean install. I've done two different RAM checks, RAM is good. I did a CPU and GPU stress test, both are good.

Here is what I'm considering:

• the router (but downloads aren't an issue)
• a codec

Anyone here have any experience with this problem or some ideas on a fix?

Thanks in advance.

 

[Ralston18]

Update your post to include full system hardware specs and OS information.

Include PSU: make, model, wattage, age, condition (original to build, new, refurbished, used)?

Disk drive(s): make, model, capacity, how full?

= = = =

Ideas:

- Look in Reliability History/Monitor and Event Viewer for any error codes, warnings, or even informational events that are being captured just before or at the time of the PC freezes. Use both tools but only one tool at a time.

- Use Task Manager, Resource Monitor, and Process Explorer (Microsoft, free) to observe system performance and look for changes that occur just before or at ther time of the freezes. Again, use only one tool at a time.

https://learn.microsoft.com/en-us/sysinternals/downloads/process-explorer

- Run "dism" and "sfc /scannow" (without quotes) via the Command Prompt. Either one or both utilities may find and fix something.

 

[stonecarver]

When I stream a video through Amazon

Same here I watch Amazon prime .Sometime I need to refresh the browser but some nights no issues than some nights glitches freezes voices out of sink with lips but never to the point I have to restart computer. I blame wifi in my case.

 

[Dr3ams]

I stress tested all my hardware and no problems. After doing some research online, it appears many users are having the same problem when using Windows 11. If this issue continues on my PC, I'll reinstall Windows 10.

 

[ubuysa]

In addition to the above, export and upload your System and Application logs....

1. Enter the command eventvwr into the Run command box. The Event Viewer will open.
2. Locate the Windows Logs folder in the left hand pane and expand it by clicking on the arrow (>) to the left of it.
3. Right-click on the Application entry and select 'Save all events as...'. Choose a folder anywhere that suits you and a filename of 'Application' (an .evtx suffix will be added automatically).
4. Right-click on the System entry and select 'Save all events as...'. Choose a folder anywhere that suits you and a filename of 'System' (an .evtx suffix will be added automatically).
5. Upload the Application.evtx and System.evtx files to the cloud with a link to them here (be sure to make them public).

 

[Dr3ams]

In addition to the above, export and upload your System and Application logs....

1. Enter the command eventvwr into the Run command box. The Event Viewer will open.
2. Locate the Windows Logs folder in the left hand pane and expand it by clicking on the arrow (>) to the left of it.
3. Right-click on the Application entry and select 'Save all events as...'. Choose a folder anywhere that suits you and a filename of 'Application' (an .evtx suffix will be added automatically).
4. Right-click on the System entry and select 'Save all events as...'. Choose a folder anywhere that suits you and a filename of 'System' (an .evtx suffix will be added automatically).
5. Upload the Application.evtx and System.evtx files to the cloud with a link to them here (be sure to make them public).

Event files

 

[ubuysa]

Please make the Google Drive files public (ie. 'Anyone with the link').

 

[Dr3ams]

Please make the Google Drive files public (ie. 'Anyone with the link').

Sorry. They're now public.

 

[ubuysa]

There isn't anything obvious in your System log to account for the freezes, but I did see these entries...

Log Name:      System
Source:        SRTSP
Date:          08/10/2023 06:56:03
Event ID:      2003
Task Category: None
Level:         Information
Keywords:      Classic
User:          N/A
Computer:      PC1
Description:
The description for Event ID 2003 from source SRTSP cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event: 


The message resource is present but the message was not found in the message table

You also get similar messages in your Application log...

Log Name:      Application
Source:        NortonSecurity
Date:          08/10/2023 07:04:58
Event ID:      35
Task Category: None
Level:         Information
Keywords:      Classic
User:          SYSTEM
Computer:      PC1
Description:
The description for Event ID 35 from source NortonSecurity cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

If the event originated on another computer, the display information had to be saved with the event.

The following information was included with the event: 

NortonSecurity

The message resource is present but the message was not found in the message table

The SRTSP.sys driver is a component of the Norton (Symantec) Antimalware product and this message suggests that not all is well with Norton. In any case, Norton is (I have to be careful here in case I get sued!) not an ideal product to have installed. All of the third-party anti-malware products cause BSODs, crashes, freezes, on a great many systems and Norton is one of the worst offenders (in my opinion of course).

I would suggest that as a first step you completely uninstall your Norton product using the instructions and uninstall tool here. Also uninstall any other third-party anti-malware products you may have installed - you don't need them and they are more trouble than they are worth. All you need is Windows Firewall and Windows Defender.