Tech Support Guy banner
Status
Not open for further replies.

Computer is incredibly slow

2K views 14 replies 4 participants last post by  PitBull1 
#1 ·
I'm asking this for a relative who called me earlier with a computer problem.

Their computer is running very slow and they can't access the taskbar sometimes. It takes 5+ minutes just to open a folder. This all happened after they exited a game called Magic Vines that they have on their computer. After they exited the game some white boxes popped up on the screen. They also said that sometimes they get a gray screen.

They ran an antivirus program twice and it didn't show anything. They're still trying to run a spyware program (it's taking forever). They had recently installed some screensavers from Freeze.com. After this problem happened, they removed the screensavers and the wallpaper, then rebooted. It took over 10 minutes to reboot. But now they can access the desktop.

The computer is new, they've had it for 3-4 months. It's running Win XP Home, it's a Pentium 4 (I think), over 2.4 GHz, over 512 MB RAM, 100+ GB Hard Drive, wireless internet (DSL). They use AOL and Norton Internet Security 2005 (I think).

Norton showed that it needed to be updated but when they tried to update it, it showed that it already was up-to-date.

Any ideas as to what the problem could be/ why the computer is so slow?

I'm thinking it's either spyware from the screensavers or something to do with that game (Magic Vines).
 
See less See more
#2 ·
Here is the HijackThis log from AFTER I removed some programs that contain spyware. The computer is still running slow. I can't even check the processes in Windows Tasks Manager because the processes tab won't appear. It takes over 20 minutes after a reboot to just get the icons on the desktop. I also can't switch user profiles, I suspect it would take over an hour to do that.

Logfile of HijackThis v1.99.1
Scan saved at 9:08:47 PM, on 4/23/2007
Platform: Windows XP SP2 (WinNT 5.01.2600)
MSIE: Internet Explorer v7.00 (7.00.6000.16414)

Running processes:
C:\WINDOWS\System32\smss.exe
C:\WINDOWS\system32\winlogon.exe
C:\WINDOWS\system32\services.exe
C:\WINDOWS\system32\lsass.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\Explorer.EXE
C:\WINDOWS\system32\ctfmon.exe
C:\WINDOWS\system32\rundll32.exe
C:\Program Files\hijackthis\HijackThis.exe

R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Start Page =
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://go.microsoft.com/fwlink/?LinkId=69157
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Search_URL = http://go.microsoft.com/fwlink/?LinkId=54896
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Local Page =
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,First Home Page = C:\Program Files\AOL Toolbar\welcome.html
R1 - HKCU\Software\Microsoft\Internet Connection Wizard,ShellNext = http://go.microsoft.com/fwlink/?LinkId=74005
R0 - HKCU\Software\Microsoft\Internet Explorer\Toolbar,LinksFolderName =
R3 - Default URLSearchHook is missing
O2 - BHO: Adobe PDF Reader Link Helper - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - C:\Program Files\Common Files\Adobe\Acrobat\ActiveX\AcroIEHelper.dll
O2 - BHO: Big Fish Games Toolbar - {4E7BD74F-2B8D-469E-86BD-FD60BB9AAE3A} - C:\PROGRA~1\BFGTOO~1\BFGTOO~1.DLL
O2 - BHO: SSVHelper Class - {761497BB-D6F0-462C-B6EB-D4DAF1D92D43} - C:\Program Files\Java\jre1.5.0_11\bin\ssv.dll
O2 - BHO: Norton Internet Security 2006 - {9ECB9560-04F9-4bbc-943D-298DDF1699E1} - C:\Program Files\Common Files\Symantec Shared\AdBlocking\NISShExt.dll
O2 - BHO: NAV Helper - {A8F38D8D-E480-4D52-B7A2-731BB6995FDD} - C:\Program Files\Norton Internet Security\Norton AntiVirus\NavShExt.dll
O3 - Toolbar: Norton Internet Security 2006 - {0B53EAC3-8D69-4b9e-9B19-A37C9A5676A7} - C:\Program Files\Common Files\Symantec Shared\AdBlocking\NISShExt.dll
O3 - Toolbar: Norton AntiVirus - {C4069E3A-68F1-403E-B40E-20066696354B} - C:\Program Files\Norton Internet Security\Norton AntiVirus\NavShExt.dll
O3 - Toolbar: AOL Toolbar - {4982D40A-C53B-4615-B15B-B5B5E98D167C} - C:\Program Files\AOL Toolbar\toolbar.dll
O3 - Toolbar: Big Fish Games Toolbar - {4E7BD74F-2B8D-469E-86BD-FD60BB9AAE3A} - C:\PROGRA~1\BFGTOO~1\BFGTOO~1.DLL
O4 - HKLM\..\Run: [SoundMan] SOUNDMAN.EXE
O4 - HKLM\..\Run: [RoxioEngineUtility] "C:\Program Files\Common Files\Roxio Shared\System\EngUtil.exe"
O4 - HKLM\..\Run: [RoxioDragToDisc] "C:\Program Files\Roxio\Easy CD Creator 6\DragToDisc\DrgToDsc.exe"
O4 - HKLM\..\Run: [RoxioAudioCentral] "C:\Program Files\Roxio\Easy CD Creator 6\AudioCentral\RxMon.exe"
O4 - HKLM\..\Run: [NvCplDaemon] RUNDLL32.EXE C:\WINDOWS\system32\NvCpl.dll,NvStartup
O4 - HKLM\..\Run: [nwiz] nwiz.exe /install
O4 - HKLM\..\Run: [NvMediaCenter] RUNDLL32.EXE C:\WINDOWS\system32\NvMcTray.dll,NvTaskbarInit
O4 - HKLM\..\Run: [D-Link RangeBooster G WDA-2320] C:\Program Files\D-Link\RangeBooster G WDA-2320\AirPlusCFG.exe
O4 - HKLM\..\Run: [ANIWZCS2Service] C:\Program Files\ANI\ANIWZCS2 Service\WZCSLDR2.exe
O4 - HKLM\..\Run: [ccApp] "C:\Program Files\Common Files\Symantec Shared\ccApp.exe"
O4 - HKLM\..\Run: [HostManager] C:\Program Files\Common Files\AOL\1168801235\ee\AOLSoftware.exe
O4 - HKLM\..\Run: [AOLDialer] C:\Program Files\Common Files\AOL\ACS\AOLDial.exe
O4 - HKLM\..\Run: [QuickTime Task] "C:\Program Files\QuickTime\qttask.exe" -atboottime
O4 - HKLM\..\Run: [TkBellExe] "C:\Program Files\Common Files\Real\Update_OB\realsched.exe" -osboot
O4 - HKLM\..\Run: [WildTangent CDA] "C:\Program Files\WildTangent\Apps\CDA\GameDrvr.exe" /startup "C:\Program Files\WildTangent\Apps\CDA\cdaEngine0500.dll"
O4 - HKLM\..\Run: [SunJavaUpdateSched] "C:\Program Files\Java\jre1.5.0_11\bin\jusched.exe"
O4 - HKLM\..\Run: [Microsoft Works Update Detection] C:\Program Files\Common Files\Microsoft Shared\Works Shared\WkUFind.exe
O4 - HKCU\..\Run: [ctfmon.exe] C:\WINDOWS\system32\ctfmon.exe
O4 - Global Startup: Adobe Reader Speed Launch.lnk = C:\Program Files\Adobe\Reader 8.0\Reader\reader_sl.exe
O4 - Global Startup: Adobe Reader Synchronizer.lnk = C:\Program Files\Adobe\Reader 8.0\Reader\AdobeCollabSync.exe
O4 - Global Startup: hp psc 1000 series.lnk = ?
O4 - Global Startup: hpoddt01.exe.lnk = ?
O9 - Extra button: (no name) - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\Program Files\Java\jre1.5.0_11\bin\npjpi150_11.dll
O9 - Extra 'Tools' menuitem: Sun Java Console - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\Program Files\Java\jre1.5.0_11\bin\npjpi150_11.dll
O9 - Extra button: AOL Toolbar - {4982D40A-C53B-4615-B15B-B5B5E98D167C} - C:\Program Files\AOL Toolbar\toolbar.dll
O9 - Extra 'Tools' menuitem: AOL Toolbar - {4982D40A-C53B-4615-B15B-B5B5E98D167C} - C:\Program Files\AOL Toolbar\toolbar.dll
O9 - Extra button: Real.com - {CD67F990-D8E9-11d2-98FE-00C0F0318AFE} - C:\WINDOWS\system32\Shdocvw.dll
O9 - Extra button: (no name) - {e2e2dd38-d088-4134-82b7-f2ba38496583} - %windir%\Network Diagnostic\xpnetdiag.exe (file missing)
O9 - Extra 'Tools' menuitem: @xpsp3res.dll,-20001 - {e2e2dd38-d088-4134-82b7-f2ba38496583} - %windir%\Network Diagnostic\xpnetdiag.exe (file missing)
O9 - Extra button: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O9 - Extra 'Tools' menuitem: Windows Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O11 - Options group: [INTERNATIONAL] International*
O16 - DPF: {8AD9C840-044E-11D1-B3E9-00805F499D93} (Java Runtime Environment 1.5.0) - http://javadl-esd.sun.com/update/1.5.0/jinstall-1_5_0_11-windows-i586-jc.cab
O20 - Winlogon Notify: WgaLogon - C:\WINDOWS\SYSTEM32\WgaLogon.dll
O23 - Service: ANIWZCSd Service (ANIWZCSdService) - Alpha Networks Inc. - C:\Program Files\ANI\ANIWZCS2 Service\ANIWZCSdS.exe
O23 - Service: AOL Connectivity Service (AOL ACS) - AOL LLC - C:\Program Files\Common Files\AOL\ACS\AOLAcsd.exe
O23 - Service: AOL TopSpeed Monitor (AOL TopSpeedMonitor) - America Online, Inc - C:\Program Files\Common Files\AOL\TopSpeed\2.0\aoltsmon.exe
O23 - Service: Automatic LiveUpdate Scheduler - Symantec Corporation - C:\Program Files\Symantec\LiveUpdate\ALUSchedulerSvc.exe
O23 - Service: Symantec Event Manager (ccEvtMgr) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\ccEvtMgr.exe
O23 - Service: Symantec Internet Security Password Validation (ccISPwdSvc) - Symantec Corporation - C:\Program Files\Norton Internet Security\ccPwdSvc.exe
O23 - Service: Symantec Network Proxy (ccProxy) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\ccProxy.exe
O23 - Service: Symantec Settings Manager (ccSetMgr) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\ccSetMgr.exe
O23 - Service: COM Host (comHost) - Symantec Corporation - C:\Program Files\Norton Internet Security\comHost.exe
O23 - Service: InstallDriver Table Manager (IDriverT) - Macrovision Corporation - C:\Program Files\Common Files\InstallShield\Driver\1050\Intel 32\IDriverT.exe
O23 - Service: LiveUpdate - Symantec Corporation - C:\PROGRA~1\Symantec\LIVEUP~1\LUCOMS~1.EXE
O23 - Service: Norton AntiVirus Auto-Protect Service (navapsvc) - Symantec Corporation - C:\Program Files\Norton Internet Security\Norton AntiVirus\navapsvc.exe
O23 - Service: Norton Protection Center Service (NSCService) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\Security Console\NSCSRVCE.EXE
O23 - Service: NVIDIA Display Driver Service (NVSvc) - NVIDIA Corporation - C:\WINDOWS\system32\nvsvc32.exe
O23 - Service: Pml Driver HPZ12 - HP - C:\WINDOWS\system32\HPZipm12.exe
O23 - Service: Symantec AVScan (SAVScan) - Symantec Corporation - C:\Program Files\Norton Internet Security\Norton AntiVirus\SAVScan.exe
O23 - Service: Symantec Network Drivers Service (SNDSrvc) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\SNDSrvc.exe
O23 - Service: Symantec SPBBCSvc (SPBBCSvc) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\SPBBC\SPBBCSvc.exe
O23 - Service: Symantec Core LC - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\CCPD-LC\symlcsvc.exe
 
#3 ·
There is nothing in the Scanlog that would cause that.

Here are some questions that I like to ask which may help narrow the problem. You'v answered some of them but check out the others. Look at item 6 in particular.

0 > when did the problem seem to be begin?
1 > is it very slow to boot up?
2 > do programs open slowly?
3 > does the same behavior occur both on and off the internet. Or with no connection at all?
4 > does it matter how long the system has been on, and does a restart improve things?

Slow performance issues can often be due to overheating, so if the system is faster after it has been shutdown for a while and then restarted -- that would be especially suspect. To check for possible problems here, shutdown, open the case and blow out any accumulated dust. Then turn it
on and check to see that the fan is working. Sometimes it helps to physically clean the fan.

If a laptop, check to see that the vent is clear of dust and verify the fan is working. Temps and fan speed can usually be monitored with SpeedFan (except on Dell desktops), a free utility.

5 > if you do a ctrl-alt-del, do any processes show excess cpu usage, other than System Idle Process?

6 > If you open the Device Manager (run devmgmt.msc) and select the entry for IDE ATA/Atapi and select the Primary IDE > Advanced Settings, does it say the "current transfer mode" is Ultra DMA or PIO?

If it says PIO or even just DMA (rather than "ULTRA" DMA, first ensure "Use DMA if Available" is selected, then select the driver tab and uninstall the driver and reboot. Then check again.

*note that the above will not apply to RAID drive configurations.
____________________________________________________________________________
COMMIT CHARGE

Do ctrl-alt-del to open up the task manager. Select the "performance" tab. Let me know what you see under:

Physical Memory

Total: this is your total installed ram -- "physical" memory
Available: this is the amt of real "physical" memory presently uncommitted

Commit Charge

Total: this is the combination of total physical and virtual memory currently in use
Limit: this is the total physical and virtual memory available
Peak: this is the most you have had in use in this session
 
#4 ·
Rollin' Rog said:
Here are some questions that I like to ask which may help narrow the problem. You'v answered some of them but check out the others. Look at item 6 in particular.

0 > when did the problem seem to be begin?
It began Sunday morning after they closed a game called Magic Vines. A search showed that two other games were installed around the time the problem happened. I removed one since it was a trial version. The other one they payed for so I left it for now. It's called Big City Adventures - San Francisco.

Rollin' Rog said:
1 > is it very slow to boot up?
It boots fine until it gets to the option of selecting the user profile. There's only one profile available (user) and after I click that, it's very slow. I get a blank screen for two minutes then the taskbar appears. It takes over 10 minutes for the desktop icons to appear. It takes even longer to access anything. The relative says it takes 45 minutes, I didn't stick around to find out. I used Safe Mode and that worked fine.

Rollin' Rog said:
2 > do programs open slowly?
Yes. It takes over 10 minutes to open anything.

Rollin' Rog said:
3 > does the same behavior occur both on and off the internet. Or with no connection at all?
They have a wireless network connection (DSL). I know nothing about that so I didn't bother with it. The other computers on the network work fine. But I did use Safe Mode with Networking enabled and I thought their internet connection was very slow but the computer worked fine.

Rollin' Rog said:
4 > does it matter how long the system has been on, and does a restart improve things?
They leave their computer on all the time. They keep their computer in an enclosed desk with only a small section cut out at the back of the desk. When I opened the door on the front, I could feel the heat coming out of there. The outside and inside temperature has been warm the past few days and their problem started on an especially warm day. Today it was 80 degrees Fahrenheit in their house and hotter outside. I don't know how to check the computer's temperature. But the top of the computer did feel hotter then what I think is normal.

I should note that they've only had this computer 3-4 months and this is the first time this year that it's been this warm. Their previous computers were not enclosed in a desk.

Rollin' Rog said:
5 > if you do a ctrl-alt-del, do any processes show excess cpu usage, other than System Idle Process?
When I do a ctrl-alt-del, only the Applications section shows. The tabs and the toolbar at the top are not there. There is no way for me to switch to the processes tab.

Rollin' Rog said:
6 > If you open the Device Manager (run devmgmt.msc) and select the entry for IDE ATA/Atapi and select the Primary IDE > Advanced Settings, does it say the "current transfer mode" is Ultra DMA or PIO?
I don't know. I can't try that until I get over to their house again.
 
#7 ·
Well the first thing I would do here is a System Restore to a date prior to the problem. This will generally recover from all but hardware and some profile issues.

Start > run: msconfig > Launch System Restore and choose a calendar date prior to the problem.

The issue with the Task Manager is just a configuration one. Double click the edge of the Window to make the rest of the tabs appear.

http://support.microsoft.com/default.aspx?scid=kb;en-us;314227&Product=winxp

If System Restore does not resolve it -- try going to the Control Panel > User Accounts and create a new User Account with Administrative rights and log into that. If that fixes it, then the issue is a damaged profile and you will probably need to delete the old. System Restore does not always fix profile related issues.
 
#8 ·
I had the relative check the CPU usage and they say it's at 4% with the Sysyem Idle process at 99. They couldn't get the memory usage in the processes list. It also took an hour for the tabs to appear on the task manager.


I've read about System Restore but I'm still a little confused.

What exactly will this do?

Will anything be lost such as games, emails, pictures?

For example, if the problem happened on April 22 and I choose a Restore Point from April 8, will all data (games, emails, etc) that was put on the computer between those dates be lost?
 
#9 ·
Generally nothing is lost except programs and data that were created AFTER the restore date. Nothing will be lost in the My Documents folder -- this is protected from system restore. In the example you give -- all programs installed after April 8 will be removed. E-mail should not be affected.

System Restore's can be "undone" if not helpful.

Start > run: msconfig > Launch System restore and choose a calendar date prior to the problem.

I would highly recommend you carry out this option in Safe Mode. Safe Mode is available from the F8 boot menu. Tap f8 a few times just after you see the first data displayed on boot up.

Keep in mind this may be an overheating problem not a software one.
 
#10 ·
Should I maybe have them turn off their computer for a couple hours (maybe 12 hours)? Then have them turn it back on after 12 hours and see if that made a difference? It's supposed to be much cooler Wednesday then it has been the past few days. Also, I don't think the computer's been off since this problem started.

Then if that doesn't work I could try the System Restore. How do I undo a System Restore if the problem still exists?
 
#11 ·
I'd let it cool down for an hour.

In Vista when you run System Restore, a restore point is created before the restore -- so you can just open System Restore afterwards and choose the one before it if you want to "undo" it.

This is only created when System Restore's are done in Normal Mode. If you need to do one in Safe Mode, it would be a good idea to create one first.

Also when you open System Restore in Vista -- there is a good "FAQ" available for most of your questions.
 
#12 ·
I haven't gotten a chance to do a Restore, or much of anything. But I think the problem is a damaged profile. I just don't see where it could be anything else at this point. Any suggestions on how to check if it's a profile problem?

When I log onto windows, it only gives one profile option to choose from - user. If I log on in Safe Mode it gives two options - user and Administrator.
 
#13 ·
I thought I'd give an update.

The relative got the computer back from the repair shop. The repair tech claims the computer was full of spyware and viruses. He reformatted the computer and installed some anti-spyware programs.

I find this all very odd because I thoroughly checked that computer for spyware, that's the first thing I checked. I did multiple virus and spyware scans using different programs. I ran them in Normal mode and Safe Mode. I even did a rootkit scan. HijackThis showed a trojan/spyware file (ofb1.dll) and I removed that. I also removed all programs related to spyware.

I have some serious doubts as to whether the computer really did have spyware. The tech probably lied to make more money. A search of this shop and of his name shows one or two complaints from people that claim he scammed them.

If anyone has any opinions on this, I'd like to hear it. I just wish I knew whether or not the computer did have spyware.
 
#15 ·
Hello, I had a similar problem where my pc would take 2-5 minutes to bring up a website. After doing many of the above mentioned I checked my connection to the modem.

My wifes cat knocked it off the table a few times and the cable nut was very loose. I tightened it and all was well.
 
Status
Not open for further replies.
You have insufficient privileges to reply here.
Top