BSOD, Error Messages, High CPU Usage, Overheating,

Hi,

I am having multiple problems with my HP Pavilion DV5 (product # NA425AV) laptop. I was running a PandaOnlineScan as I posted my issues in the Virus/malware forum (http://forums.whatthetech.com/index.php?sh…mp;#entry663915) when suddenly some of the issues improved. Panda had found a Trojan and Norton had found a different Trojan the day before so I’m assuming that is what caused the improvements. LDTate sent me here to continue with the repair. I’m including the original symptoms and updates on current conditions.
Here are the details:

•Running Vista Home Premium, 64 bit. ATI Mobility Radeon Graphics Driver. AMD Athlon x2 Dual Core QL-60. 1900 MHZ processor. 4096 MB memory. Purchased directly from HP in Dec of '08. I have checked to see if my model is on the HP Limited Warranty Service Enhancement list and it's not.

The issues most prevalent for the last six months or so are:

• CPU running at 98 -100% almost all the time, very slow IE, IE and other programs like MS Word not responding.

• A couple of months ago, both my battery and volume icons disappeared. They are both checked on the Notification Area tab in the Taskbar and Start Menu Properties but will not reappear.

• It has always run hot but has gotten extreme in the last six months. It runs hot enough to burn your legs if it's sitting on your lap and lately it's even hot on top. This past week it started randomly shutting down which I assume was due to the heat issue. When I would restart, it would run for a bit and then shut down again. I have used compressed air to try to clean the vent but it has not helped. I started to take it apart to get to the fan but after removing all the screws and getting as far as lifting the corner of the keyboard, I decided it might be over my head.

• Last week after one of the restarts, I got a warning from Norton that my antivirus was turned off. I tried to turn it back on but it would come back and say that it had failed. I ended up doing a chat with a Norton tech and authorized remote access. Norton said they were going to remove my Norton 2009 software and update it with the 2010 version. The tech was working for just a short time and suddenly a BSOD appeared saying:
Stop: c000021a {Fatal System Error}
The Initial Session Process or System Process
terminated unexpectedly with a status of
0xc00000000 (0xc0000001 0x001005a0).
The system has been shut down.

• I ended up working on my own trying to restart without the BSOD - tried safe mode last known good config multiple times but kept getting the BSOD. I finally was able to start normally but then it would shut down because of the overheating issue (again, I'm assuming that's why). I put some freezer packs under the bottom to cool it down and eventually was able to install the updated Norton. When I then started up IE, my homepage was hijacked and I was redirected to MSN.com.

• Decided to contact HP to check on the overheat issue. Hours online with a tech (using my BF's laptop to chat), tech had me update the BIOS and reinstall Power Management to no avail. Tech said he believed the motherboard and the controllers had gone bad. Of course it's out of warranty by 6 month and he offered a repair at $400. Also said I could try a system recovery. When I asked him about known heat issues w/Pavilion models, he gave me a phone number to call customer support. I have not bothered to do that.

After dealing with the HP tech, I experienced additional errors:

I went in to try to back up my data and my cd/dvd drive had disappeared. I ended up putting in a SanDisk into a USB hub and the cd/dvd drive reappeared but won't function. It tells me to put in a writable CD which of course is what I have put in already. I tried using a Microsoft Fixit solution but when I tried to download, it tells me there was an error in downloading (nothing specific) and tells me to try again later.

• Catalyst Control Centre Host Application has stopped working.

• hpCaslNotification has stopped working. A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available.

• Error 1601: Windows Installer Service could not be accessed. This can occur if Windows Installer is not correctly installed. Check Problem Reports and Solutions in Control Panel. I checked and there was nothing listed under Reports and Solutions. I then looked at System Info and it showed Windows Error Reporting as disabled. I have since enabled it.

• 251 CMOS Checksum Error

• msiexec.exe Application Error Application failed to initialize properly (0xc0000142)

Updates as of today 2-July:

• Battery and volume icons are still missing

• Catalyst Control Centre Host Application has stopped working.

• hpCaslNotification has stopped working. A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available.

• I tried to download the MS Fixit Solution again and still get the download error but for some reason now my dvd driver shows up and IS working.

• No Norton errors in the last two days.

I have not had the following errors again although I don't remember exactly what I was doing when they popped up to start with so I can't replicate and say for sure that they are gone:

• IError 1601: Windows Installer Service could not be accessed. This can occur if Windows Installer is not correctly installed. Check Problem Reports and Solutions in Control Panel.

• 251 CMOS Checksum Error

• msiexec.exe Application Error Application failed to initialize properly (0xc0000142)

Improvements:

•I have not had the BSOD error since I recovered from the Norton fiasco two days ago.

•The CPU usage seems to have dropped dramatically - running between 19 - 55% right now, with occasional spikes to 100.

•IE is running a bit better but still isn't where it should be - still periodic hangin/hour-glassing and some "not responding" messages. MS Word is running somewhat better but has hour-glassed twice since I've been typing this.

•Early this week I bought a laptop cooling unit for the base and the overheating issue improved and shutdowns stopped. In the last day, even without the cooling unit, overheating seems to be significantly improved - right now I'd actually be able to work with it on my bare legs if I wanted to but I'm afraid the improvement may not last. My computer repair guy is gone til mid August so I wish I could take it apart to clean the fan myself. I started to take it apart but after removing all the screws and getting as far as lifting the corner of the keyboard, I decided it might be over my head. Couldn't find a detailed "how to" for this model in my online search. Any tips here?



Thanks much!

Dutchie

Dutchie,

http://forums.whatthetech.com/index.php?s=…st&p=663915

Correspondence between Dutchie and LDTate

Glad to see the thumbs up from you - I was afraid you were going to tell me that my excitement by the improments was premature.

Dutchie,

Please notice that LDTate was all along emphasizing to you that the nature of your machine's difficulties "could" be traced to OVER_HEATING.
I'll pick up from where he left off.
Until the over-heating issue is completely resolved, your machine is likely to continue having the same and more problems.
Further, unresolved HEAT can and will (if left unresolved), permanently damage critical components of your machine, rendering it beyond repair.

>>> Turn the machine off. Remove the Battery. Do not reconnect the machine to power cord or battery, until you have resolved the HEAT issue. <<<

Laptops are notorious for HEAT problems.
It is an amazing feat of engineering that the manufacturer has been able to design, shape and pack all the components required for a functional computer inside a 12 x 15 x 1 inch plastic/metal container.

To do so, the engineers have had to place components much closer to each other, than occurs in a Desktop tower case.
Additionally, air-circulation routes are "extremely" restricted inside of a laptop computer.
Accumulation of even small amounts of dust, lint, hair, and debris inside the machine, can defeat the cooling modules and block passageways to and from the fan(s).

Disassembling a laptop computer involves working with many screws, pressure release tabs and uniquely designed catches/connectors that most people have never even seen and would not know how to handle without precise instruction and most importantly hands-on practice.

For your convenience and optional consideration to initiate at your own risk, here is the Manual:

http://h10032.www1.hp.com/ctg/Manual/c01550108.pdf

approximately: Pages #45 - 105
___________________________________-

I've seen better and worse manuals.

Disassembly of a laptop can take from 1-3 hours, even for a practiced and familiar Tech
Reassembly can take about the same 1-3 hours.
There are no doubt some skilled Techs who can routinely disassemble in 1/2 hour and reassemble in 1 hour.

If you decide to use the HP manual to perform a disassembly and reassembly, you do so AT YOUR OWN RISK.

And along the way, it is likely that we at WTT will not be of much use to you for assistance.
If you get to a point where you are saying… "I followed all the instructions up to (for example: maybe page #89), but the part they describe doesn't seem to work or come apart the way they describe it. What should I do?" — It is very likely that we will have to say "I don't know", because we won't have been there with you to see what may have actually been done up to that point, and what may have gone wrong, or what may need to be done to get back on track.
___________________–

Most likely, you will find that the "radiator fins" of the CPU and GPU cooling assembly have become clogged with lint/dust/hair/debris.
And that clog may even have compacted to make a nice little sweater around the cooling assembly and blocking the fan intake/outtake passages.

At the same time, with your description of the HEAT problem existing over a long period of time and of extreme seriousness, it is hightly likely that the TIM (Temperature Interface Material) will need replacing between the CPU and GPU and their respective heatsink cooling assemblies.

There may be other problems causing the Heat Problem or caused by the Heat Problem.
_____________-

In addition to the tools recommended by HP, you will also need:

A flat well lighted work area of about 3ft X 3ft.
Maybe a magnifying glass.

On that flat work area, you should place a fresh large piece of white butcher paper, or wide white drawing paper.

the Paper will be both your work area and the area where you can "lay out" the pieces, screw, and catches, as you disassemble them.

This task is not for all owner/users.

Some would prefer to have a Techie friend around to help.
Some would prefer to have a competent shop do the work.
Some would dive in a give it a try independently.

If you decide to "do it yourself" please read up from the manual.
And especially read up on Electrical Safety and Static Electrical Safety.

Note about Cool Pack accessories:

There are many such devices available at reasonable price. (most laptop owners should use them most of the time)
They are ALL designed to work "with" the laptop's own cooling features.
None of them are successful as "substitutes" for well-functioning internal air circulation/TIM/cooling assemblies.

That you have been able to get your machine to work again, by using it with a Cool Pack type external device, is pretty good confirmation that your laptop's own cooling features are not working properly.
But a Cool Pack device is not a permanent solution, and not even a very good temporary solution.

Not many people decide to Roast a Turkey in their Kitchen oven on a hot summer day.
Those that do, might "compensate" by turning down their home's air conditioner for maximum cooling.
But it is still hot enough inside of that oven to roast a turkey"!!!
The same is probably true of what is going on inside of your laptop, even with external cooling!

Once you or your Tech Shop has addressed the above, we can move on to address any specific error messages, Stop messages, component failures, system failures, and/or missing task bar icons.