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Windows 10 Freezes Often on Lock Screen

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Sunday, February 5, 2017 8:27 PM

I have been having a very frustrating, recurring issue with my computer in the last few months.  Often - maybe four times a week - I will return to my locked/sleeping computer and find that the computer has partially frozen.  I am always able to use my mouse when the computer wakes up, but I cannot enter my credentials to unlock the computer, the box remains grayed out if I click there.  Likewise, my keyboard does not work.  In some, but not all, instances, I am still able to view and interact with available wi-fi networks, compatibility mode menu, power options, etc. in the lower right corner.  If I plug in another keyboard, I hear the sound of the computer registering it.  However, I cannot unlock the computer when this happens and have to either restart via the menu or hold the power button down depending on how frozen it is.  

I have taken a lot of steps in response to this issue, including running DISM and running memory diagnostics (including memtest86) and all were clean.  I have made recommended adjustments to sleep mode settings, searched for corrupt files, used the built in troubleshooting utilities, and taken many other recommended steps, but the problem persists.  Everything on my system is up to date, including drivers. 

The one thing that I see popping up in the system logs persistently following these episodes is Error 6008, "The previous system shutdown at 9:39:23 AM on ‎2/‎4/‎2017 was unexpected."  What strikes me as interesting about these messages is that the referenced "previous system shutdown" never happened, in any of the instances in which I found it.  What I mean is, let's say I return to my computer at 10 pm and haven't used it since 8:30 a.m.  It will nonetheless refer to a system shutdown that I did not perform from some time in between the two periods of activity on my part, say at 9:39 am.  The time never corresponds, even roughly, to the time at which I learn the computer is frozen.  I am wondering if this recurring message may be behind what's going on.  Any help would be much appreciated, the issue is driving me bonkers.

Thanks!

All replies (8)

Monday, February 6, 2017 10:32 AM

Hi, 

First, I would like to confirm if you have configured hibernate settings on your PC. 

It seems that your computer encounter the issue when go into Hibernate or wake from hibernate. 

I recommend you use commands below to recreate hiberfil.sys file:

powercfg -h off

powercfg -h on

If this issue still persists, please turn on minidump and let's see if there is any dump file can be collected to do further analysis. Please upload onto  OneDrive and share the link here for our research.

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Wednesday, February 8, 2017 3:14 AM

OK, I used the commands you provided and if it happens again I will upload a minidump file.  Thanks!

Wednesday, February 8, 2017 3:22 AM

OK, just wait for your update. 

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Saturday, February 11, 2017 2:40 PM

Unfortunately, the issue has continued to occur, but it does not result in the creation of a minidump file.  Perhaps this is because I have to hold the power button down to turn off the machine when it freezes?  

Sunday, February 12, 2017 1:07 AM

The time never corresponds, even roughly, to the time at which I learn the computer is frozen.

Sounds like a Power Options thing.  E.g. machine goes from Sleep state to what?  Shutdown?  Hybrid Sleep?  Hibernate?  Also, I think one of the powercfg reports could be helpful.  SystemSleepDiagnostics  sounds on track for this hypothesis but I have actually never seen it mentioned.  Usually that's one of the others.

Robert Aldwinckle

Wednesday, February 15, 2017 11:06 AM

Oops, it's hard for us to analyze such issue without any error message. 

Have you check the Event logs? Is there any error or warning under Application, System or hardware?

Would you please take time to check out some error message? 

Before do this, based on my experience, this issue can also be caused by device drivers. Please restart your computer in Safe mode and see if the Lock screen issue still persists. 

If not, we can try to update the graphic card driver, motherboard driver or other drivers on Manufacturer's website which has newest released version. 

Then, see if this issue can be fixed. 

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Saturday, February 18, 2017 3:20 PM

OK, a freeze JUST happened (circa 10:06:35 am) and here are the errors and warnings that occurred leading up to it:

Application:

- None

System:

- Error (6008, Event Log): The previous system shutdown at 10:04:13 AM on ‎2/‎18/‎2017 was unexpected.

- Critical (41, Kernel-Power): The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly. [NOTE: This is where I held down the power button following the freeze)

Hardware

- Not seeing any events listed here at all. Is that odd?

I will try booting up in safe mode.

Sunday, February 19, 2017 4:15 AM

Hi, 

According to current information, this scenario usually indicates a problem with the hardware. To help isolate the problem, check the following items:

  1. Overclocking: Disable overclocking to see whether the issue occurs when the system is run at the correct speed.
  2. Check the memory: Verify the memory by using a memory checker (We can use Memory diagnostic tool in Windows). Verify that each memory chip is the same speed and that it is configured correctly in the system.
  3. Power supply: Make sure that the power supply has enough wattage to appropriately handle the installed devices. If you added memory, installed a newer processor, installed additional drives, or added external devices, such devices can require more energy than the current power supply can provide consistently.
  4. Overheating: Check whether the system is overheating by examining the internal temperature of the hardware.
  5. Defaults: Reset the system back to the system defaults to see whether the issues occur when the system is running in its default configuration. 

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