Desk side Support Question



  • Hello everyone, I have a dilemma. I am providing some desk side support. And I have a user with a Lenovo m700 with and I5 processor and 8 gb of ram and 256 ssd. I am having the user say that his computer is crashing and i have checked event viewer for events and reliability history for events both are clean and I am also using autotask endpoint manager and when I check his resources for the last week, his utilization is extremely low 25 percent or less on CPU, Harddrive and Memory. I ran all updates on the system and everything is up to date. I cannot see anything wrong with his system at all. Is there anything anybody recommends to see if it something wrong with the computer or if its user error. I have replace the computer three times now with a newer and better system and I am still having issues with this user that I cannot seem to figure out, but before I point the finger to the user (owner of the store) I would like to be sure.



  • If event viewer does not show an error for an unhandled shutdown, then the system did not crash. Period.



  • What about a frozen computer ? Anything that would tell what is freezing it or causing it to be not responsive



  • Also the only things I see on almost every computer I have worked with is a DCOM error 10116 that has showed up on at least 100 computers. Also a Perflib error 1008, but have read online that this isnt a significant issue. and that has seemed to be the case but now I am having doubts with his computer.



  • @castellanosjc said in Desk side Support Question:

    What about a frozen computer ? Anything that would tell what is freezing it or causing it to be not responsive

    If it froze, then you'd see event logs for the computer not going down cleanly, as in the user was forced to hold in the power button.



  • @castellanosjc said in Desk side Support Question:

    What about a frozen computer ? Anything that would tell what is freezing it or causing it to be not responsive

    You will see a jump on the event logs from one time to another without any information in between so the device was off or suffered a power outage. Though you will see a kernel event log which states the device was shutdown forcefully.



  • @castellanosjc said in Desk side Support Question:

    What about a frozen computer ? Anything that would tell what is freezing it or causing it to be not responsive

    Put some monitoring on it. For a system to freeze, it either has to log what is happening.... orlog nothing. both tell you something.



  • A tool like SodiumSuite that remotely collects data on the system would be perfect. SS is free and hosted, probably the least effort of any tool - just coincidentally I designed it. But that would allow you to see the CPU data at least to see if it is spiking or flatlining when he says that there is an issue.



  • Sodium could definitely help out in a situation like this. We do monitor CPU usage and it's possible you could catch one of these spikes, etc. Plus we're active in the community so you can always get ahold of us if you have any issues.



  • Well wouldnt Autotask Endpoint Manager allow for the Sames monitoring or is there a difference?



  • @castellanosjc said in Desk side Support Question:

    Well wouldnt Autotask Endpoint Manager allow for the Sames monitoring or is there a difference?

    Well one is free, and one I believe is not.



  • @scottalanmiller said in Desk side Support Question:

    @castellanosjc said in Desk side Support Question:

    Well wouldnt Autotask Endpoint Manager allow for the Sames monitoring or is there a difference?

    Well one is free, and one I believe is not.

    Here ya go.... the 2 commas that are missing ^^^ there. ,,



  • The user is a GOLD mine for answers!!!

    Ask the user more open ended questions.

    "When is it crashing?"
    "What's the computer doing when it crash?"
    "How is it crashing?"
    "What do you do to resolve it?"
    "How often does it crash?"
    "Can you cause the crash intentionally?"
    etc



  • 0_1513958557603_Screen Shot 2017-12-22 at 9.02.14 AM.png

    This is what I see after I have put a new SSD and updated the firmware and ensured that all of computer(software, hardware) was up to date.

    Anybody see anything wrong, I can't see anything wrong.


Log in to reply