Random Cursor Freeze - New Toshiba Laptop - Windows 8.1 x64

Hello TomasD,

I've tried updating all drivers to most recent available from both Toshiba Support and the individual manufacturer websites. Also all Windows updates.

Despite updating drivers and Windows updates the cursor lag/freeze still occurs.

I have tried just about everything I can think of, but despite my best efforts I have been unable to resolve the issue.

As a last resort, and to eliminate log and trace clutter, I am willing to uninstall all applications except what is needed by the OS and hardware. I'll also need to leave IE for communication...and then re-run ProcMon, AutoStarts and xperf.

However, that is your call as I understand that this issue is taking a lot of time and effort on your part...for which I am most grateful.

If after that, no software related answer is to be found, then I have to seriously consider opening a warranty claim with Toshiba...or install a completely different OS and see what happens.

Many Thanks,

hjlbx
 
hjlbx said:
Hello TomasD,

I've tried updating all drivers to most recent available from both Toshiba Support and the individual manufacturer websites. Also all Windows updates.

Despite updating drivers and Windows updates the cursor lag/freeze still occurs.

I have tried just about everything I can think of, but despite my best efforts I have been unable to resolve the issue.

As a last resort, and to eliminate log and trace clutter, I am willing to uninstall all applications except what is needed by the OS and hardware. I'll also need to leave IE for communication...and then re-run ProcMon, AutoStarts and xperf.

However, that is your call as I understand that this issue is taking a lot of time and effort on your part...for which I am most grateful.

If after that, no software related answer is to be found, then I have to seriously consider opening a warranty claim with Toshiba...or install a completely different OS and see what happens.

Many Thanks,

hjlbx
Click to expand...

Prior removing all the stuff, could you show us the software list from Programs and Features?
 
Hello TomasD,

Would a HiJackThis log of all currently installed applications suffice?

The OS is Windows 8.1 x64 - OEM - Toshiba

Thanks,

hjlbx
 
You can use WMI to get a full installed program list.

Bring up an Admin CMD prompt; copy/paste:
Code: 
wmic product list full /format:htable >"%userprofile%\desktop\WMI_product1.html" & start /b "IE" "%programfiles%\internet explorer\iexplore" -k "%userprofile%\desktop\WMI_product1.html"

Abridged version:
Code: 
wmic product get name,version /format:htable > "%userprofile%\desktop\WMI_product2.html" &  start /b "IE" "%programfiles%\internet explorer\iexplore" -k "%userprofile%\desktop\WMI_product2.html"

It may take a few moments to complete. IE will open with the results.

Go to Desktop, zip up the WMI_product1.html &/or the WMI_product2.html file; attach to your next post.

Regards. . .

jcgriff2
 
Hello jcgriff2,

I went with the Belarc Advisor Computer Profile since it is so very comprehensive.

Belarc Reports and Trend Micro HiJackThis log link:

https://onedrive.live.com/redir?resid=2C645D108A1E40C7!1459

As anyone can see, my system is loaded with a ton of crapware pre-installed by Toshiba. Customarily I would uninstall 90 % of it, but I decided to leave everything there until we can decide upon a plan of action.

  • All drivers up-to-date.
  • All Windows security hot-fixes installed.
  • All Windows updates installed.

I've searched the internet for "cursor/touchpad freeze Windows 8.1" and it produced many query results. So it is evident there are a lot of people out there who are experiencing the same issue. Furthermore, Microsoft has admitted that the way the mouse input/output functions in W8.1 is different/has been problematic. For example, there have been mouse hot-fixes for a laggy, freezing cursor when playing video games.

Man, I got to tell you this thing has me beleaguered...I am weary...

Thanks,

hjlbx
 
jcgriff2 said:
You can use WMI to get a full installed program list.

Bring up an Admin CMD prompt; copy/paste:
Code: 
wmic product list full /format:htable >"%userprofile%\desktop\WMI_product1.html" & start /b "IE" "%programfiles%\internet explorer\iexplore" -k "%userprofile%\desktop\WMI_product1.html"

Abridged version:
Code: 
wmic product get name,version /format:htable > "%userprofile%\desktop\WMI_product2.html" &  start /b "IE" "%programfiles%\internet explorer\iexplore" -k "%userprofile%\desktop\WMI_product2.html"

It may take a few moments to complete. IE will open with the results.

Go to Desktop, zip up the WMI_product1.html &/or the WMI_product2.html file; attach to your next post.

Regards. . .

jcgriff2
Click to expand...

Hello jcgriff2,

I ran WMI as instructed...for whatever reason it only collects and reports info on x86 software.

Are there any command items I can add to also capture all the x64 software on my system?

Thanks,

hjlbx
 
Hello jcgriff2 and TomasD,

I understand now...the WMI report only contains items installed by the Windows Installer.

I've generated a list of installed programs using both CCleaner and PowerShell.

The reports are zipped and can be downloaded from OneDrive at this link:

https://onedrive.live.com/redir?resid=2C645D108A1E40C7!1498

If there is any other means to obtain a more detailed list, then please let me know.

Thanks,

hjlbx
 
Can we get rid of the following?

  • Amazon 1Button App Amazon 7/9/2014 4.92 MB 1.0.6
  • AMD Catalyst Install Manager Advanced Micro Devices, Inc. 12/9/2014 26.7 MB 8.0.916.0
  • AMD Quick Stream AppEx Networks 12/9/2014 10.8 MB 3.10.4.0
  • BB FlashBack Express 5 Blueberry 12/9/2014 5.3.0.3386
  • Belarc Advisor 8.4 Belarc Inc. 12/9/2014 8.4.0.0
  • CyberLink PowerDVD 12 CyberLink Corp. 7/9/2014 221 MB 12.0.3920.05
  • Digital Pass Launcher TOSHIBA America Information Systems, Inc 7/9/2014 3.85 MB 1.0.0.0
  • Dragons of Atlantis Pokki 12/9/2014 v1.1.6
  • Edgeworld Pokki 12/9/2014 v1.1.6
  • ETDWare PS/2_SMBus-X64 11.8.20.3_WHQL ELAN Microelectronic Corp. 7/9/2014 11.8.20.3
  • FiddlerCap 12/9/2014
  • Groupon Pokki 12/9/2014 1.0.2.55621
  • Host App Service Pokki 12/9/2014 0.269.3.181
  • Norton Internet Security Symantec Corporation 12/8/2014 21.6.0.32
  • Pokki Start Menu 12/9/2014 0.269.3.181
  • Qualcomm Atheros Bluetooth Suite (64) Qualcomm Atheros 7/9/2014 4.47 MB 8.0.1.318
  • Quarri Launch Helper Quarri Technologies, Inc. 12/9/2014 248 KB 5.7.0.2862
  • SlimDrivers SlimWare Utilities, Inc. 12/9/2014 28.0 MB 2.2.32705
  • TOSHIBA Application Installer Toshiba Corporation 3/27/2014 4.01 MB 9.0.2.6
  • TOSHIBA Audio Enhancement Toshiba Corporation 7/9/2014 2.16 MB 2.0.18.0
  • TOSHIBA Display Utility Toshiba Corporation 7/9/2014 20.6 MB 1.1.17.0
  • TOSHIBA eco Utility Toshiba Corporation 7/9/2014 24.7 MB 2.4.3.6405
  • TOSHIBA Flash Cards Support Utility TOSHIBA CORPORATION 7/9/2014 16.0 KB 1.51.81.2C
  • TOSHIBA Function Key Toshiba Corporation 7/9/2014 37.5 MB 1.1.5.6402
  • TOSHIBA Password Utility 7/9/2014
  • TOSHIBA Password Utility Toshiba Corporation 7/9/2014 3.13 MB 2.0.0.15C
  • TOSHIBA Recovery Media Creator Toshiba Corporation 3/27/2014 3.2.00.56006005
  • TOSHIBA Service Station Toshiba Corporation 7/9/2014 2.92 MB 2.6.13
  • TOSHIBA Start TOSHIBA America Information Systems, Inc 3/27/2014 3.85 MB 1.0.0.2
  • TOSHIBA System Driver Toshiba Corporation 7/9/2014 5.72 MB 1.00.0033
  • TOSHIBA System Settings Toshiba Corporation 7/9/2014 4.03 MB 2.0.1.32003
  • TOSHIBA User's Guide TOSHIBA 7/9/2014 1.00.02
  • TOSHIBARegistration TOSHIBA 3/27/2014 1.1.6
  • WildTangent Games WildTangent 3/27/2014 1.0.4.0
 
Hello TomasD,

Yes, I can uninstall them.

As I will not have time over the next few days, I will complete the uninstalls within 4 days.

I will send you a PM informing you when I am finished.

Thanks,

hjlbx
 
Hello TomasD,

Here is the OneDrive link for the Autoruns, ProcMon and xperf trace files:

https://onedrive.live.com/redir?resid=2C645D108A1E40C7!1719

*** NOTE ***

New issue - I have noticed the cursor lag/freeze immediately after typing (as I am here) - setting mouse delay after typing to 0 does not fix

1. For ProcMon cursor lag/freeze occurred between 5:51:38 and 5:52:08
2. For xperf cursor lag/freeze occurred during last 15 to 30 seconds of trace

Hope the above narrow it down enough...if not let me know and I'll rerun...

Thanks,

hjlbx
 
Sorry, but I'm really out of ideas there. None of the logs/traces points to anything that could result into this issue. I would suggest you trying to re-install image from a clean image (if that's possible) or try some bootable Windows CD to rule out it being a hardware issue.

Maybe some other guys on the forum have more ideas.
 
Hey HJLBX ^_^,

I would suggest you to take the laptop to the Service Centre. Kindly don't try to open the laptop yourself out of frustration :lol:. Recently, my dad (who also owns a Toshiba) had a problem in which his keyboard keys would stop randomly for some time and then start working again. He tried everything like you and in the end I suggested him have the laptop's keyboard replaced by the IT guys. The IT guys replaced the keyboard and voila the problem was solved. So, at this point I would suggest you to take to a Computer Shop nearby (Only if your warranty is over! else go to Toshiba Service Centre) and see if they are able to replace the touchpad.

Also, please ensure that you have disabled the Edge Swipes feature by following this below guide -
How to disable Metro edge swipes and touch charm gestures for trackpads (touchpads) in Windows 8.1 and Windows 8 | Winaero

I also had such issues, when sometimes the mouse would freeze and after a while it would work and disabling the swipes cured my issue.

Also, are you able to use your Keyboard (Try pressing the START or Windows Key and see if the Start menu opens or not) when your mouse is frozen?

-Pranav
 
TomasD said:
Sorry, but I'm really out of ideas there. None of the logs/traces points to anything that could result into this issue. I would suggest you trying to re-install image from a clean image (if that's possible) or try some bootable Windows CD to rule out it being a hardware issue. Reply With Quote

Maybe some other guys on the forum have more ideas.
Click to expand...

Hello TomasD,

I just want to thank you for all your help...

There for a second I thought the issue may be related to explorer.exe and, more specifically, searchindexer.exe and searchprotocolhost.exe. I can tell you that when using System Monitor there seemed to be a correlation between searchindexer and the cursor freeze.

I do know that when accessing OneDrive in Windows Explorer the mouse right-click is unstable as well as the right-click context menu.

In any case, Microsoft, with its vast resources has been unable to fix this problem for some years now...so I did not expect to find a definitive answer.

Once again, than you, as you've been quite helpful and very patient.

hjlbx
 
blueelvis said:
Hey HJLBX ^_^,

I would suggest you to take the laptop to the Service Centre. Kindly don't try to open the laptop yourself out of frustration :lol:. Recently, my dad (who also owns a Toshiba) had a problem in which his keyboard keys would stop randomly for some time and then start working again. He tried everything like you and in the end I suggested him have the laptop's keyboard replaced by the IT guys. The IT guys replaced the keyboard and voila the problem was solved. So, at this point I would suggest you to take to a Computer Shop nearby (Only if your warranty is over! else go to Toshiba Service Centre) and see if they are able to replace the touchpad.

Also, please ensure that you have disabled the Edge Swipes feature by following this below guide -
How to disable Metro edge swipes and touch charm gestures for trackpads (touchpads) in Windows 8.1 and Windows 8 | Winaero

I also had such issues, when sometimes the mouse would freeze and after a while it would work and disabling the swipes cured my issue.

Also, are you able to use your Keyboard (Try pressing the START or Windows Key and see if the Start menu opens or not) when your mouse is frozen?

-Pranav
Click to expand...

Hello Pranav,

I disabled all of the touchpad edge swipes using RegEdit. Unfortunately, it has not solve the issue.

When the cursor lag/freeze occurs I am able to use the keyboard with no problems/issues.

If you have any further suggestions then I am still willing to try a few more things before initiating a Warranty claim.

Difficult problem to diagnose...and even if the cause is definitively determined that doesn't mean a fix is possible....

At this point, I have two alternatives - just accept the issue and do nothing or send it to Toshiba under Limited Warranty.

Thanks,

hjlbx
 
When the cursor lag/freeze occurs I am able to use the keyboard with no problems/issues.
Click to expand...

I cannot think of a reason for this other than hardware. My suggestion like others, would be to send it to the service centre and explain the problem in detail :)


-Pranav
 

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