Stuttering internet

[sorcerer]

I've got an Asus X501A laptop in that reportedly "keeps crashing". Things I've done include:

1. GSmartControl on the hard drive completes extended test without errors and with no previous errors logged
2. Overnight run of Memtest86+ on the RAM produces no errors
3. OpenHardware Monitor shows temps ok, even when running stress tests
4. 5 hours of running Prime95 Torture Tests shows no warnings or errors
5. Deleted temp files, temp internet files, emptied Recycle Bin etc., etc.
6. TDSS Killer, Hitman Pro, MBAM, SAS, and McAffee Stinger between them found two trojans and a few PUPs
7. Ran AdwCleaner and JRT which got rid of some stuff

and all I see is a steady and stable machine that doesn't crash. Spoke to the customer who then said, "Oh, I should have told you - it only happens when I'm on the internet". Doh!

Default browser is Chrome, so I fire it up and after a couple of minutes of surfing it stalls and doesn't respond to any mouse or keyboard clicks - but about a minute later it starts responding again. This behaviour also shows in Internet Explorer too, so whatever it is is affecting both browsers.

When watching YouTube videos, the audio and video will momentarily stutter and I know it's definitely not Youtube or my internet connection because the same videos play flawlessly on my other computers here. I recorded the effect on my iPhone which, ok, it's not brilliant, but it may help you understand what's happening if you have a look. Typically, because I was recording it, the problem doesn't show up until two minutes into the video, but happens about three times between the two and three minute marks:

https://www.dropbox.com/s/75jjsn81lpqn29z/011.MOV

Any idea what I should try next?

 

[BrentfromZulu]

I haven't watched the video, but I would be curious if this problem still happens on a new build.

I looked at the specs of the ASUS X501A, and, if it varies a bit. I noticed that it was a Celeron Processor (probably fine for browsing), and only 2GB of Ram. If it only has 2 GB on Windows 8 I would think that would be the problem. (This is based on this link for the same model: http://www.newegg.com/Product/Product.aspx?Item=N82E16834230600

 

[sorcerer]

This particular machine is an Intel Core i3 2350M, with 4GB RAM and running Windows 7, so I don't think it's underpowered, but thanks anyway.

 

[mike_tech]

Hi Sorcerer,

How old is the laptop?

I have seen this happen when external hard drives or peripherals are plugged in. Usually using the E-sata port, but looking at the specs of this laptop there is not one. Can you confirm?

As laptops have onboard sound/graphics cards this is where I would look next.

I would check and update the drivers of both the sound/graphics peripherals. sounds like a problematic driver.

If the above does not help then it could be a faulty sound card.

Faulty sounds cards have been known to lock up machines, so I would disable it and see if it makes a difference.

It sounds like you have checked everything else hardware wise and it has tested ok, although your tests have not checked the video/sound. Apart from Youtube

In a run box type dxdiag

Check in here and see if there are any problems. There is also a lot of information about your sound and graphics peripherals.

I would while your here, check Direct X too.

Hope the above helps!

 

[JustInspired]

Have you used Process Monitor? What background processes are running?
What if any antivirus is running? Disabled browser extensions? Is Trusteer Rapport running?
Have you checked the event log?

 

[B Trevathan]

Have you checked for proxies and have you reset IE? What versions of IE and Chrome are running? Have you tried any other browsers like Firefox and Opera?


I would also run Process Explorer and Autoruns and see if you see anything abnormal, also try RogueKiller and see if it finds anything, and you should run Ccleaner and let it clean out everything.


Any abnormal connections in TCPView? Three other programs you might find helpful sometime with internet/network problems are MiniToolBox by Farbar and Rizone Complete Internet Repair and Farbar Service Scanner.


Try this:
Start>cmd>Right click run as Administrator:
netsh winsock reset catalog (resets winsock entries)
netsh int ip reset reset.log (resets TCP/IP stack)

restart and test and also try this:

Start>cmd>Right click run as Administrator:
ipconfig /flushdns
ipconfig /release
ipconfig /renew


Uninstall and then install the latest version of these addons:
Latest Flash download
Latest Silverlight download
Latest Java download


Is this just mostly with videos playing, try this:
Video freezes or crashes in Internet Explorer or Windows programs

 

[ComputerRepairTech]

Have you used Process Monitor? What background processes are running?
What if any antivirus is running? Disabled browser extensions? Is Trusteer Rapport running?
Have you checked the event log?

I agree with JustInspired. When using process monitor be sure to have it visible during the freeze, make note of the time stamp you see so when you unfreeze you can go back and see what was taking place during that freeze then repeat it in the other browser and see what you find in common.

Edit: Oh right i forgot to ask...is this an atheros wifi card?

 

[sorcerer]

Morning all,

Humble apologies for not getting back sooner - back injury playing up again so I've done the absolute minimum I could get away with over the last few days. Anyway, it turned out to be a driver problem - installed latest drivers and it's now working like a good 'un as we say in these parts.

Thanks for all the help and suggestions, they were (are), as always, very much appreciated.

Cheers,
John