PC Hangs

Hi

We have problems with one of the relatively newer pcs. The pc just freezes from time to time requiring pulling power cable out to turn off and back on. The pc also stops connecting why Intel vPro, in which case the solution is to remote restart pc using shutdown -m\\pc-name /r from another pc. Since the remote access via Intel vPro also stops it does not seem like a software issue? Logging-in to pc via remote desktop also often brings up a blank black screen.

The pc has all the latest Dell updates including BIOS (v1.21.0). Some key events that might be relevant are given at the end below.

How can the pc be fixed?

Thanks

Regards

 

Log Name:      Application

Source:        Application Hang

Date:          05/01/2025 16:17:31

Event ID:      1002

Task Category: Hanging Events

Level:         Error

Keywords:     

User:          SYSTEM

Description:

The program ShellExperienceHost.exe version 10.0.26100.1882 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.

 

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Hang" Guid="{c631c3dc-c676-59e4-2db3-5c0af00f9675}" />

    <EventID>1002</EventID>

    <Version>0</Version>

    <Level>2</Level>

    <Task>101</Task>

    <Opcode>0</Opcode>

    <Keywords>0x8000000000000000</Keywords>

    <TimeCreated SystemTime="2025-01-05T16:17:31.3708622Z" />

    <EventRecordID>8908</EventRecordID>

    <Correlation />

    <Execution ProcessID="17888" ThreadID="103548" />

    <Channel>Application</Channel>

    <Security UserID="S-1-5-18" />

  </System>

  <EventData>

    <Data Name="AppName">ShellExperienceHost.exe</Data>

    <Data Name="AppVersion">10.0.26100.1882</Data>

    <Data Name="ProcessId">0x2fb8</Data>

    <Data Name="StartTime">0x1db5dfe8a0a1aa6</Data>

    <Data Name="TerminationTime">4294967295</Data>

    <Data Name="ExeFileName">C:\Windows\SystemApps\ShellExperienceHost_cw5n1h2txyewy\ShellExperienceHost.exe</Data>

    <Data Name="ReportId">08eb3793-c707-4176-a26c-a9ecdbf359e9</Data>

    <Data Name="PackageFullName">Microsoft.Windows.ShellExperienceHost_10.0.26100.1882_neutral_neutral_cw5n1h2txyewy</Data>

    <Data Name="PackageRelativeAppId">App</Data>

    <Data Name="HangType">Cross-thread;Activation</Data>

  </EventData>

</Event>

============

Log Name:      System

Source:        Microsoft-Windows-HAL

Date:          05/01/2025 16:22:41

Event ID:      20

Task Category: None

Level:         Error

Keywords:     

User:          LOCAL SERVICE

Description:

The hardware real-time clock was not queried because evaluation of the ACPI Time and Alarm Device method failed.  Status: 0xC00000BB.

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Microsoft-Windows-HAL" Guid="{63d1e632-95cc-4443-9312-af927761d52a}" />

    <EventID>20</EventID>

    <Version>0</Version>

    <Level>2</Level>

    <Task>0</Task>

    <Opcode>0</Opcode>

    <Keywords>0x8000000000000000</Keywords>

    <TimeCreated SystemTime="2025-01-05T16:22:41.0264430Z" />

    <EventRecordID>6857</EventRecordID>

    <Correlation />

    <Execution ProcessID="2332" ThreadID="11024" />

    <Channel>System</Channel>

    <Security UserID="S-1-5-19" />

  </System>

  <EventData>

    <Data Name="Status">3221225659</Data>

  </EventData>

</Event>

============

Log Name:      System

Source:        Microsoft-Windows-TPM-WMI

Date:          05/01/2025 16:25:15

Event ID:      1796

Task Category: None

Level:         Error

Keywords:     

User:          SYSTEM

Description:

The Secure Boot update failed to update a Secure Boot variable with error Secure Boot is not enabled on this machine.. For more information, please see https://go.microsoft.com/fwlink/?linkid=2169931

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Microsoft-Windows-TPM-WMI" Guid="{7d5387b0-cbe0-11da-a94d-0800200c9a66}" />

    <EventID>1796</EventID>

    <Version>0</Version>

    <Level>2</Level>

    <Task>0</Task>

    <Opcode>0</Opcode>

    <Keywords>0x8000000000000000</Keywords>

    <TimeCreated SystemTime="2025-01-05T16:25:15.1946053Z" />

    <EventRecordID>7045</EventRecordID>

    <Correlation />

    <Execution ProcessID="18720" ThreadID="18748" />

    <Channel>System</Channel>

    <Security UserID="S-1-5-18" />

  </System>

  <EventData>

    <Data Name="HResult">-2147020471</Data>

  </EventData>

</Event>

=============

Log Name:      System

Source:        ACPI

Date:          05/01/2025 17:47:05

Event ID:      15

Task Category: None

Level:         Warning

Keywords:      Classic

User:          N/A

Description:

: The embedded controller (EC) returned data when none was requested. The BIOS might be trying to access the EC without synchronizing with the operating system. This data will be ignored. No further action is necessary; however, you should check with your computer manufacturer for an upgraded BIOS.

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="ACPI" />

    <EventID Qualifiers="32773">15</EventID>

    <Version>0</Version>

    <Level>3</Level>

    <Task>0</Task>

    <Opcode>0</Opcode>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2025-01-05T17:47:05.7389027Z" />

    <EventRecordID>7089</EventRecordID>

    <Correlation />

    <Execution ProcessID="4" ThreadID="14444" />

    <Channel>System</Channel>

    <Security />

  </System>

  <EventData>

    <Data>

    </Data>

    <Binary>0000C00001000000000000000F0005800000000000000000000000000000000000000000000000008096980025903E000000000010A0EEDF87D0FFFF184108C387D0FFFF151929000000000010A0EEDF87D0FFFF184108C387D0FFFF23902E000000000010A0EEDF87D0FFFF184108C387D0FFFF131B5B000000000010A0EEDF87D0FFFF184108C387D0FFFF338201000000000010A0EEDF87D0FFFF184108C387D0FFFF150845000000000010A0EEDF87D0FFFF184108C387D0FFFF150A3D000000000010A0EEDF87D0FFFF184108C387D0FFFF0000000000000000000000000000000000000000</Binary>

  </EventData>

</Event>