Starting from June 6, 2024, the WIN10 system will randomly freeze.

Question

Starting from June 6, 2024, the company's WIN10 system PC will suddenly freeze. Sometimes when trying to wake up the PC to log in, the screen turns blue, and all operations except the mouse are invalid. Another case is that when working, all of a sudden all applications are unresponsive, only the mouse can be moved, and all shortcut keys cannot respond.

At the same time, after restarting the PC, the query log record is blank, and there is no error message.

Has anyone encountered a similar situation?

Answer 1

Hi Xiao Qing Cheng,

I am also having the same issue with machines in my organization. But I was reading and saw a mention of "The issue might be caused by Symantec Antivirus". And yeah its true we use Symantec for protection.

May be you might also be having Symantec Antivirus.

And also testing the safe mode is honestly difficult, I have an audience of 300pcs, they randomly freeze, whether Windows 11 or Windows 10.

So Mr. Wesley any solutions will be much appreciated.

Answer 2

Hello

When the PC hangs, all services stop working, so it is impossible to record the information when the problem occurs. There is no error message in the event log. You can only collect dump files to analyze the cause of the failure.

Generate a kernel or complete crash dump - Windows Client | Microsoft Learn

 

At the same time, hardware failure can also cause this failure, so we can take the following steps:

 

1. Safe mode uses a limited set of files and drivers to start Windows in a basic state. If the problem does not occur in safe mode, it means that the default settings and basic device drivers will not cause the problem. It is recommended to leave the PC for a while after entering safe mode to observe whether it hangs.

Start your PC in safe mode in Windows - Microsoft Support

 

2. If it is normal in safe mode, try to eliminate the service or driver that caused the hang by clean boot.

How to perform a clean boot in Windows - Microsoft Support

 

3. If the hang is caused by hardware problems, it is recommended to contact the hardware vendor for repair and replacement.

Answer 3

Hi,

Since these are all PCs in use, there is no way to test safe mode. Any other suggestions before buying a new PC?

Since this problem occurred on about 10 PCs at the same time, the possibility of hardware failure has been temporarily ruled out.

Answer 4

Hi Wesley,

Any other suggestions?

The crash dump file cannot be obtained, and we cannot get any error information. We have also tried to update the driver and even reinstall the system, but the problem still occurs.

Answer 5

Hi Aarone Kisakye

You can refer to this information.

https://knowledge.broadcom.com/external/article/163625

The most likely reason is the incompatibility between the Windows version and the Symantec version.

I have tested uninstalling Symantec on multiple PCs and replaced it with Crowdstrike for a month. These PCs do not have this problem again.

The version I tested is WIN10-22H2, and WIN11 has not been tested.