Possible Software Issues – Please Help!

Hi, I have been trying to fix my father's computer but to no avail. I posted logs in the Malware Removal sub–forum but no malware was found by the resident expert, Tim. I then ran Windows Repair by Tweaking.com but it didn't fix the problem, so he suggested that I ask for help here.

I had previously reinstalled Windows from a partition on the hard drive but the problems reappeared within hours. The most notable symptoms are as follows:

Upon booting up, after seeing "Starting Windows", the screen then goes blank for much longer than usual, before reaching the login screen. An arrow cursor appears on the blank screen, which is also not normal.

There is a delayed response when opening or closing programs and files. Everything appears to be running much slower than usual.

Internet Explorer more often than not stops responding. On the occasions when it doesn't stop responding, it frequently states, "Internet Explorer cannot display the webpage.....Diagnose connection problem". Clicking on the latter launches Windows Network Diagnostics, which then states, "Troubleshooting couldn't identify the problem".

There don't appear to be any issues with IE when running in safe mode with networking. Programs and files also appear to open normally. Many thanks for your help!

 

Hi Musksnipe, the CPU isn't usually hogged by any process in particular but the RAM is almost always maxed out by svchost.exe (netsvcs).

 

Hi Tim, I disabled all of the start up items in msconfig but unfortunately it didn't resolve the problem. It was certainly worth a try, thanks for the suggestion. I have re-enabled Bitdefender, CCleaner and Autorun Eater at start up just to be on the safe side.

Musksnipe, the RAM is 2.00 GB (1.87 usable). I've attached the Speccy log below for you. Thanks for your helps guys!

 

Hi, thanks for the input guys! I am only using the free version of Malwarebytes which doesn't include real time protection, so it doesn't conflict with Bitdefender.

I'm no expert but I don't think that the underlying issue is down to too little RAM as the computer worked fine up until just a few weeks ago.

Could this be a virus in the BIOS or boot sector perhaps? Thanks again for your help!

 

The problem is Malwarebytes Anti-Malware running while the PC has to little RAM. Someone clicked the Start Free Trial. The free version doesn't include Automated Scheduling or Real-Time Protection.

As per your Speccy report:

You will probably have to wait for the trial to expire and then revert to the free version.

 

Nothing was added to my knowledge. There was a long standing issue of Windows Update not being able to install updates, which went on for many months though.

I reinstalled Windows after the more recent problems arose but they reappeared within hours. I installed Bitdefender shortly after reinstalling Windows, so it could have been part of the problem, as you suggested.

I have ended the free trial of Malwarebytes and also uninstalled Bitdefender to see if it might solve the problem. It has resolved part of the problem; the internet connection issues have been resolved and the duration of the blank screen before the logon display is shorter, although still not fully back to normal. However, the RAM usage is still very high and now so too is the CPU. The CPU is being hogged by svchost.exe (netsvcs), just like the RAM.

After having uninstalled Bitdefender and the free trial for Malwarebytes, I thought that it would be a good idea to run Speccy again. The first log, below, was made while only the RAM was being hogged; the second log was made while both the RAM and CPU were being hogged.

There are in excess of a hundred Windows updates to install now that Windows has been reinstalled, but it would take forever to install them while the RAM and/or CPU are being hogged in such a manner, so I have temporarily switched off automatic updates. Thanks again for you helps guys!

 

The problem is one of the svchost.exe processes is using half of the RAM.

Peak Memory Usage 736 MB - Speccy log 2.
Peak Memory Usage 1.10 GB - Speccy log 3.

The Process ID is 868. I have searched but cannot find anything definitive. Hopefully another member can help to identify the process.

 

At this point, to increase the RAM would be equivalent to painting a rusted car.
We need to establish what PID 868 is. Open Task Manager > Processes and check the box next to Show processes from all users. Find svchost.exe with PID 868. Right-click it and click Go to Service(s). All instances of PID 868 will be highlighted. We need the info under Description.

Or, Open Command Prompt and copy and paste the following:

tasklist /SVC

Copy and post the info under Services next to PID 868. Or Maximize Command Prompt and take a screenshot.

Source:
http://www.howtogeek.com/howto/windows-vista/what-is-svchostexe-and-why-is-it-running/

 

Hi guys, Task Manager shows that the PID for svchost.exe (netsvcs) has now changed to 864. It's hogging the RAM and the CPU as per usual. Here is the info from Command Prompt:

svchost.exe

PID: 864

Services: AeLookupSvc, Appinfo, BITS, Browser,
EapHost, gpsvc, iphlpsvc, LanmanServer,
MMCSS, ProfSvc, Schedule, SENS,
ShellHWDetection, Themes, Winmgmt, wuauserv

 

Unfortunately I have to leave for a few hours. I'll be back later. My svchost.exe that's similar to yours shows the following:

svchost.exe 968 Appinfo, AppMgmt,
EapHost, gpsvc, iphlpsvc, LanmanServer,
MMCSS, ProfSvc, Schedule, SENS,
ShellHWDetection, Themes, Winmgmt, wuauserv

Have a look at the differences - AeLookupSvc, BITS, Browser - someone might be able to explain them.
Also my svchost.exe 968 is using 22 MB RAM and no CPU. (Windows 7 Ultimate, 3 GB RAM)

 

Hi guys, I think that the main issue may have been resolved. After leaving Windows Update to install updates for a couple of days, the RAM usage has now dropped to around 40-50%. I think that you were right about it being related to Windows Update, as there was a long standing issue with it before the more recent problems arose. I think that you're right about too little RAM also. After reinstalling Windows there were in excess of 200 updates to install and probably too little RAM to handle the demand. I'll add another 2 GB as you suggested. The boot up is still slower than normal, so I'll see if changing to Panda antivirus helps.

I do have another issue, however. I forgot to re-enable CCleaner and Autorun Eater under Startup in msconfig before I uninstalled them. From what I've read, there will still be remnants left behind in the registry because of this. Do I need to edit the registry to remove these remnants, or could I just reinstall CCleaner and Autorun Eater, re-enable them in msconfig and then uninstall them again? Many thanks for your help!