Laptop freezing when Kaspersky in running [Closed]

[RRA]

Hi, everyone. I have an ASUS ROG (Republic of Gamers) model G51J running Windows 10 (Version 1809, SO 17763.437) that was presenting sudden shutdowns (it wasn't overheating, it was simply shutting down sometimes, with no blue screens, nothing). I took it for maintenance and they diagnosed a BGA (Ball Grid Array) issue, fixing the problem. Despite the age (it has 9 years now), the laptop is very fast and very good (starts in less than 15 seconds). After the maintenance, I never had the shutdown issue again, but now it is freezing sometimes (the screen and mouse completely freezes on the current screen, capslock/numlock lights also freeze in the current state, all laptop LEDs, etc.). Then I took it back to maintenance, they formated the laptop, ran many many tests, and everything was fine. When I brought back home and installed my softwares again, the problem came back. Then I started to do a few tests, and after a couple dozens I found out that when I close Kaspersky the freezing issue stops. I'm currently using it for 4 days now, without any freezing (the laptop is running perfect). Then, to confirm my hypothesis, I opened Kaspersky back again and in less than 30 minutes (when I was doing light stuff, just using Chrome to read the news) the problem came back (the screen and mouse completely freezes on the current screen, capslock/numlock lights also freeze, all laptop LEDs, etc.). Any ideas to fix it? Anyone has already experienced a similar issue? Thank you very much for any help you may provide. Kind regards, RRA

[petsy]

I am also having 20-30 seconds freezing at times on my desktop with Windows 10 Pro (Version 1809 17763.437) installed using MCT last week and using KTS 19.0.0.1088(e). In my case I've tracked it down to event ID 129 (Reset to device, \Device\RaidPort1, was issued) in windows logs/system. Never did this with win10 1803 so I'm hoping 1903 will solve this issue...

[RRA]

I am also having 20-30 seconds freezing at times on my desktop with Windows 10 Pro (Version 1809 17763.437) installed using MCT last week and using KTS 19.0.0.1088(e). In my case I've tracked it down to event ID 129 (Reset to device, \Device\RaidPort1, was issued) in windows logs/system. Never did this with win10 1803 so I'm hoping 1903 will solve this issue...

Thanks for sharing! In my case, the freezing is permanent, I have to hard reset the laptop... Did you fix your problem? What does "ID 129 reset to device ... raidport1" means?

[richbuff]

There are two courses of action. One is to post your GetSystemInfo report here, so forum users can help, and the other is to Contact Tech Support. 1. Please post your GetSystemInfo report link, instructions: https://forum.kaspersky.com/index.php?/topic/915-how-to-help-us-help-you-with-a-log-of-your-system/ 2. Please contact Tech Support: https://my.kaspersky.com/support/ Please attach the following items to your Tech Support request: a. Description of the issue. b. Screenshot, as needed. c. GSI

[RRA]

There are two courses of action. One is to post your GetSystemInfo report here, so forum users can help, and the other is to Contact Tech Support. 1. Please post your GetSystemInfo report link, instructions: https://forum.kaspersky.com/index.php?/topic/915-how-to-help-us-help-you-with-a-log-of-your-system/ 2. Please contact Tech Support: https://my.kaspersky.com/support/ Please attach the following items to your Tech Support request: a. Description of the issue. b. Screenshot, as needed. c. GSI

Hi, Richbuff. Thank you for the reply. Sorry about the silly question, but is it safe to post the GetSystemInfo report? May it have risky information to post online?

[richbuff]

You're welcome, and no need to apologize, of course. :) System info is in the report, personal files are not. Please see: https://www.getsysteminfo.com/tou Also, you can simply go the Tech Support route.

[RRA]

You're welcome, and no need to apologize, of course. :) System info is in the report, personal files are not. Please see: https://www.getsysteminfo.com/tou Also, you can simply go the Tech Support route.

Ok, here it goes. Thanks again. https://www.getsysteminfo.com/report/45366c41ee7711f02a1686fb9db0d026 Steps before getting the report: 1) Used CleanTEMP.zip to remove temp files. 2) Tried to run a Kaspersly full scan, but the laptop froze at the beginning of the scan (I had to do a hard reset to restart). 3) I tried to do a Windows clean boot and to run again the full scan, but the laptop froze again. 4) After hard reseting the laptop again, I closed Kaspersky and it did not freeze since then. 5) Following that, I downloaded the GetSystemInfo.exe and followed the instructions (results in the link above or clicking here).

[richbuff]

I see this entry in your event viewer: Volume F: (\Device\HarddiskVolume4) precisa ser colocado offline para executar um Chkdsk Completo. Execute "CHKDSK /F" localmente via linha de comando ou execute "REPAIR-VOLUME " local ou remotamente via PowerShell. The word "colocado" in Spanish is familiar to me, in a prayer that I recite four times daily, snippet: "...Por ti sabemos que la Reina y Señora nos ha colocado en su corazón, que estamos bajo su sombra y resguardo, ..." por Norberto Cardenal Rivera Carrera, Arzobispo Primado de México. I think your best bet is to contact Tech Support, because I don't see any blaring conflicts in your report.

[RRA]

Thanks, richbuff. I contacted the support, waiting for a reply. "precisa ser colocado offline para executar um Chkdsk Completo" is in Portuguese, meaning "needs to be put offline to execute a full Chkdsk". Many words in Portuguese and Spanish are written the same (meaning different things sometimes, but not in this case rsrs).

[jomorisin]

Same issue happening to my Dell Inspiron 7591. I installed Kaspersky Total Security and the freezing still occurred. I had to restore the laptop to factory default and now its fine. Only thing is, I paid for 2 years and am now out almost $90USD and I need to find another security suite.

[Berny]

@jomorisin Welcome. Can you please provide a GSI report 

https://support.kaspersky.com/common/diagnostics/3632

[Flood and Flood's wife]

Hello  @jomorisin,

1. If, before updating/installing KTS, System Requirements  & Software compatibility checks were not performed, you may wish to do so, bc, Kaspersky has introduced new requirements, quite a few Kaspersky Customers are reporting issues, that did not previously exist. 

If we can help, please let us know, or please log a case with Kaspersky Technical Support.

• However, if you do need to seek a refund, if the license was purchased from the Kaspersky Lab online store or from the My Kaspersky online store, please contact the Digital River customer service department or create a request through the Digital River feedback form, you’ll need the Order number, emailed (to you), when the purchase was made. 
• If the purchase was made via a different Kaspersky Lab partner, please contact them directly.
• If  the purchase was a physical version of the application in a box, please contact the store where the purchase was made. 

Thank you. 

[Berny]

@jomorisin Also , before considering a refund please provide a GSI Log.

[Wesly.Zhang]

Hello,

This topic is old. We decide to close it. If you have some feedback Please let me know via PM, thanks in advance.

Regards.