Random Cursor Freeze - New Toshiba Laptop - Windows 8.1 x64

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deleted102719

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My Toshiba laptop has a recurring problem - a random cursor freeze.

I really need help with this issue as I possess neither the knowledge nor the experience to effectively troubleshoot.

I've tried:

msconfig (Windows Error Reporting)
Windows Events Viewer
ProcMon
PerfMon
LatencyMon
and
Updated drivers to the most recent versions I could locate

Obviously, despite my best efforts, I was unable to fix the problem.

While I can use the various programs and/or Windows functionalities listed above, I freely admit that I do not know what I am doing.

I would be most grateful for expert assistance on this matter...
 
I've posted the issue in this part of the forum because the cursor freeze may be connected to csrss.exe. I'm not sure if it is connected in any way to the kernel.

LatencyMon indicates the highest interrupts associated with tcpip.sys and i8402prt.sys. Yet Process Explorer indicates DPC interrupts are low generally (3 % maximum with very short duration, overall average < 1 %)

There are numerous Error and Warning notifications to be found in Windows Event Viewer, Reliability Monitor and Error Reporting.

However, with all of the information above, I do not know what is relevant to the issue nor how to interpret the information.
 
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Random Cursor Freeze - As New Toshiba Laptop

Thanks jcgriff2...

Cursor movement becomes "choppy" (skips during movement), movement slows and then finally freezes/becomes unresponsive.

This behavior lasts for approximately 5 to 20 seconds.

The frequency of the behavior is random and non-specific (as far as I am able to determine).

SYSTEM INFO

· OS Windows 8.1
· Bit x64
· Original installed OS Windows 8.1 x64
· OS version OEM
· Hardware age 3 months
· OS age 2 weeks

· CPU AMD A8-6410 APU
· Video Card ATI/AMD A4-6000 with Radeon R5 Graphics Chipset
· MotherBoard TOSHIBA ZBWAE

· System Manufacturer TOSHIBA

· Exact model number C55Dt-B5028
· Version PSCU6N-009004

· Type Laptop

Sysnative File Collection App Data:

View attachment SysnativeFileCollectionApp.zip

PERFMON System Health Report:

View attachment PERFMONSystemHealthReport.zip
 
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There's quite a few application errors with a binary called TabTip.exe, which belongs to the Windows Tablet PC Component. I would suggest you disable this feature, and reporting any changes.

Code: 
Start > Control Panel > Programs and Features > Turn On/Off Windows Features

Untick the box like in the image below:

Disable Tablet.JPG
 
Hello xBlueRobot,

On my system running Windows 8.1, Tablet PC Components is not included in the list.

Turn Windows Features On or Off console window shot:Capture.JPG

Tabtip.exe is the Microsoft Virtual Keyboard included on all Windows 8/8.1 tablet enabled PCs.

I disabled the Touch Keyboard and Handwriting Panel service - rather than simply terminating tabtip.exe.

Will reboot and see if there is any improvement...will keep you updated.

Thanks,

hjlbx
 
Hello xBlueRobot,

Unfortunately disabling taptip.exe did not fix the randomly freezing cursor.

The freeze occurs:

1. Using ELAN touch pad driver
2. Microsoft generic touch pad driver
3. in Safe Mode

Additionally,

There is no correlation between the freeze and CPU, memory, disk nor network activity/usage.

Thanks,

hjlbx
 
If the freezing still occurs in Safe Mode then it should rule out the possibility of third-party drivers. Do you have a spare mouse to plug in and try?

Before we rule out the possibility of any malware, what security suites have you used? It is very easy to determine if the operating system is running in Safe Mode, and therefore easily to avoid detection under certain circumstances.

Determining Whether the Operating System Is Running in Safe Mode (Windows Drivers)
 
Hello xBlueRobot,

Unfortunately at this very moment I do not have a spare mouse, but I can get one by the end of tomorrow.

Security Software solutions:

Emsisoft Internet Security 9.0.04336 (AntiMalware + Firewall) - Currently use
Comodo Internet Security 8.0.0.4337 - Prior use
HitmanPro.Alert 2.7 - MiB anti-exploit
HitmanPro 3.7 - On deman scanner
Malwarebytes - On demand scanner

Used regularly, correctly...so system is malware free.

OS is not currently running in Safe Model, value = 0.

Thanks,

hjlbx
 
hjlbx said:
Security Software solutions:

Emsisoft Internet Security 9.0.04336 (AntiMalware + Firewall) - Currently use
Comodo Internet Security 8.0.0.4337 - Prior use
HitmanPro.Alert 2.7 - MiB anti-exploit
HitmanPro 3.7 - On deman scanner
Malwarebytes - On demand scanner
Click to expand...

msinfo32 reports 38 drivers loaded for COMODO -
Code: 
guard64		7.0.53315.4132	443.05 KB (453,680 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\windows\system32\guard64.dll
cmdagent	7.0.55655.4142	6.50 MB (6,817,544 bytes)	4/16/2014 11:12 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cmdagent.exe
cmdavcen	7.0.53315.4132	3.25 MB (3,403,480 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cmdavcen.dll
cmdboost	7.0.53315.4132	3.08 MB (3,228,376 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cmdboost.dll
cmdtrust	7.0.53315.4132	3.32 MB (3,476,184 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cmdtrust.dll
cmdcfg		7.0.53315.4132	2.33 MB (2,438,360 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cmdcfg.dll
cmdcloud	7.0.53315.4132	3.26 MB (3,416,280 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cmdcloud.dll
cmdscope	7.0.53315.4132	2.65 MB (2,774,744 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cmdscope.dll
cmdurlflt	7.0.53315.4132	3.38 MB (3,542,232 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cmdurlflt.dll
cmdstat		7.0.53315.4132	3.36 MB (3,522,776 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cmdstat.dll
cavwpps		7.0.53315.4132	55.71 KB (57,048 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cavwpps.dll
recognizer_v7.0.53315.4132	7.0.53315.4132	191.71 KB (196,312 bytes)	11/11/2014 2:40 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\recognizers\proto_v1\recognizer_v7.0.53315.4132.dll
cmdcomps	7.0.53315.4132	104.71 KB (107,224 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cmdcomps.dll
cmdupdps	7.0.53315.4132	54.71 KB (56,024 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cmdupdps.dll
cavshell	7.0.53315.4132	242.21 KB (248,024 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cavshell.dll
cistray		7.0.53315.4132	1.22 MB (1,275,608 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cistray.exe
cis		7.0.53315.4132	8.92 MB (9,355,480 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cis.exe
cavwp		7.0.53315.4132	2.39 MB (2,503,384 bytes)	3/25/2014 9:22 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\cavwp.exe
framework	6.1.13008.2801	216.70 KB (221,904 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\framework.dll
platform	6.1.13008.2801	262.70 KB (269,008 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\platform.dll
common		6.1.13008.2801	252.20 KB (258,256 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\common.cav
signmgr		6.1.13008.2801	1.05 MB (1,102,032 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\signmgr.dll
fileid		6.1.13008.2801	227.70 KB (233,168 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\fileid.cav
pkann		6.1.13008.2801	358.70 KB (367,312 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\pkann.dll
mach32		6.1.13008.2801	2.36 MB (2,470,096 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\mach32.dll
dosmz		6.1.13008.2801	75.20 KB (77,008 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\dosmz.cav
pe32		6.1.13008.2801	77.70 KB (79,568 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\pe32.cav
pe		6.1.13008.2801	243.20 KB (249,040 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\pe.cav
script		6.1.13008.2801	346.20 KB (354,512 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\script.cav
heur		6.1.13008.2801	136.70 KB (139,984 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\heur.cav
white		6.1.13008.2801	60.20 KB (61,648 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\white.cav
mem		6.1.13008.2801	130.70 KB (133,840 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\mem.cav
unpack		6.1.13008.2801	1.64 MB (1,716,432 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\unpack.cav
dunpack		6.1.13008.2801	398.20 KB (407,760 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\dunpack.cav
unarch		6.1.13008.2801	874.20 KB (895,184 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\unarch.cav
gunpack		6.1.13008.2801	142.20 KB (145,616 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\gunpack.cav
extra		6.1.13008.2801	312.20 KB (319,696 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\extra.cav
scrtemu		6.1.13008.2801	765.70 KB (784,080 bytes)	4/15/2013 7:39 PM	[color=red]COMODO[/color]	c:\program files\COMODO\COMODO internet security\scanners\scrtemu.cav

Use Revo Free edition to uninstall COMODO - http://www.revouninstaller.com/revo_uninstaller_free_download.html

Select 4th option on 2nd screen for full registry entry removal.

Also, this message appears 345 times since you first booted the system on 7 November 2014 -
Code: 
Event[0]:
  Log Name: Application
  Source: SecurityCenter
  Date: 2014-11-18T07:38:57.000
  Event ID: 16
  Level: Information
  Description: 
[COLOR="#FF0000"]The Windows Security Center Service could not stop Windows Defender.[/COLOR]

It obviously means that Windows Defender is running along side your Emsisoft Internet Security.

My preference would be to uninstall Emsisoft Internet Security and go with Windows Defender (a.k.a. Microsoft MSE under Windows 7 & Vista) + Windows Firewall. I simply am not a fan of 3rd party firewalls in post-Vista Windows OS systems.

Before making that decision, rid your system of COMODO.

Regards. . .

jcgriff2
 
Hello jcgriff2,

On the date I posted the reports COMODO was installed. Since that time it has been completely uninstalled.

In Services both Windows Defender Service and Windows Defender Inspection Service are set to Manual; they are not running.

No Windows Defender processes are not running. (Task Manager Details screen shots attached).

Also, Network Access Protection Agent is not running.

Emsisoft was not installed until yesterday, 12/02.

The randomly freezing cursor predates the installation of any 3rd party software.

MOST IMPORTANTLY:

I have clean installed the OS and all factory original software - oh 4 or 5 times - and the randomly freezing cursor continues in the Factory Default state with only Windows Defender and Firewall installed and running.

I can restore the PC once again back to Factory state, but I know freezing cursor will still occur.

Thanks,

hjlbx
 

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Hi hjlbx,

Have you tried to update the latest version of BIOS if it is available?
The excessive SCI events might cause some delaying problem from my working experience.

Thanks.
 
liannfs23 said:
Hi hjlbx,

Have you tried to update the latest version of BIOS if it is available?
The excessive SCI events might cause some delaying problem from my working experience.

Thanks.
Click to expand...

Hello liannfs23,

BIOS is most recent available from manufacturer...TOSHIBA.

Thanks,

hjlbx
 
Hello jcgriff2,

Even though Windows Security Center Service is not running on my system, the Events Viewer continues to record the same issue.

I am not too sure on this, so I will defer to you.

In any case...

I can tell you that when the randomly freezing cursor occurs, Windows Management records no corresponding event.

Whatever is causing this quirk, it was present when I turned the laptop on for the very first time.

Thanks,

hjlbx
 
There is a known conflict between COMODO Internet Security and Microsoft's Virtual Keyboard (tabtip.exe).

I think it is related to COMODO's anti-screen capture/keylogger functionality.
 
Hello xBlueRobot,

Even if I restore my PC - reformat the hard drive, reinstall the OS and erase all files and settings - back to factory default condition, the randomly freezing cursor issue still occurs...

The issue is not consistent - some days it is worse than others - and some days it does not occur at all...

Thanks,

hjlbx
 
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Is the system still under warranty? If so, I would suggest contacting the manufacturer, especially in light of the fact that you have had this issue since day 1 and reinstalling Windows had zero positive effect.

Are you using an external mouse or the laptop's mousepad?
 

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