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HP Laptop CPU Utilization

Posted on 2011-03-16
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Last Modified: 2012-06-21
I have a laptop with the CPU Utilization holding at 100%.  I have run multiple scans with Symantec AV, Malwarebytes, and ComboFix and nothing is coming up.  I read somewhere that it could be a corrupt video driver so I replaced that but nothing changed.  Does anybosy have any ideas?

I checked the task manager and it is divided up:
mqsvc.exe 46%
DoScan 22%
csrss.exe 14%
taskmgr.exe 11%
winlogon.exe 5%
lsass.exe 1%
svchost.exe 1%
System 1%
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Question by:LightwaveMgmt
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39 Comments
 
LVL 16

Expert Comment

by:speshalyst
ID: 35151274
when does this happen ? Is there a pattern ? or is does this happen sporadically..
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LVL 17

Expert Comment

by:pjam
ID: 35151283
Is this your post regardin doscan.exe?:
http://www.edugeek.net/forums/windows/8728-doscan-exe.html
If not, they seem to blame it on an older version of Symantec
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LVL 17

Expert Comment

by:pjam
ID: 35151335
PS, do you use messaging?  I believe mqsvc.exe is the messaging que server process.  If yo don''t use IM I would remove it in Widows Setup in the Add Remove control panel
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LVL 1

Author Comment

by:LightwaveMgmt
ID: 35151962
The CUP running at 100% happens constantly.  I know the DoScan happens after the definitions update in older versions of Symantec which they have so I am not worried about that one so much.  I removed messaging from the computer and restarted.  It is still at 100%
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LVL 13

Expert Comment

by:BCipollone
ID: 35152051
Use this: http://technet.microsoft.com/en-us/sysinternals/bb896653

Process explorer will help you see exactly what is causing the problem.
0
 
LVL 93

Expert Comment

by:nobus
ID: 35154296
did you disable symantec at startup for a test yet?
mqsvc  is not needed :  http://www.processlibrary.com/directory/files/mqsvc/20246/
so i suggest to turn it off..
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LVL 17

Expert Comment

by:pjam
ID: 35155672
Even if symantec is paid uptodate I would remove Symantec AV (whatever version) and install Microsoft Security Essentials if you are positive you don't have a virus or Malware.

http://www.microsoft.com/security_essentials/support.aspx?mkt=en-us#mainNav
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LVL 51

Expert Comment

by:Netman66
ID: 35156106
Stop the Automatic Update service - does it go to normal?

0
 
LVL 1

Author Comment

by:LightwaveMgmt
ID: 35156910
disabled Symantec at Startup and turned off Automatic updates.  Restarted after both.  No change.
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LVL 51

Expert Comment

by:Netman66
ID: 35156966
In Task Manager, check the box to show processes from all users.

Expand the window so all your processes are visible without scrolling.
Click on the CPU header twice to sort by percentage (highest at the top).
Press ALT+PRT SC and paste the clipboard into MSPAINT then save it as a JPG.
Post that here.

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LVL 93

Expert Comment

by:nobus
ID: 35157428
did you stop mqsvc??
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LVL 1

Author Comment

by:LightwaveMgmt
ID: 35158041
Here is the task manager screen shot

Task Manager
0
 
LVL 51

Expert Comment

by:Netman66
ID: 35158119
The Windows Update client is running - I suspect this may be the culprit.

Is this domain-joined and do you use WSUS if so?
0
 
LVL 1

Author Comment

by:LightwaveMgmt
ID: 35158558
It is not domain joined.  I already turned off Windows Updates in Control Panel.  Do I need to kill it somewhere else?
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LVL 51

Expert Comment

by:Netman66
ID: 35158585
Yes, in Services.msc.

Stop and Disable (temporarily) Automatic Updates and Background Intelligent Transfer.  You just want to do this to confirm we have the right culprits before looking at a fix.

Let us know.
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LVL 1

Author Comment

by:LightwaveMgmt
ID: 35158937
disabled both services.  no change.
0
 
LVL 51

Expert Comment

by:Netman66
ID: 35158991
Did you restart?

0
 
LVL 1

Author Comment

by:LightwaveMgmt
ID: 35159033
yes the system was restarted afterwards
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LVL 51

Expert Comment

by:Netman66
ID: 35159080
Interesting...

Is your HP All-in-one connected and powered on?

I wonder if it has to do with the HP Imaging software?

0
 
LVL 1

Author Comment

by:LightwaveMgmt
ID: 35159520
i went into msconfig and disabled everything labeled HP and rebooted.  still having the issue.
0
 
LVL 51

Expert Comment

by:Netman66
ID: 35159554
Wow, that's weird.

I wonder if you have some kind of rootkit that isn't showing up?

Do you have insurance on it?  Maybe it could disappear?  LOL Just kidding...


Does this expose anything?  http://technet.microsoft.com/en-us/sysinternals/bb897445
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LVL 1

Author Comment

by:LightwaveMgmt
ID: 35160249
It hung the machine twice.  I am going to let it sit overnight and see if it finishes.
0
 
LVL 1

Author Comment

by:LightwaveMgmt
ID: 35160373
One constant through all of this has been that csrss always holds at ~15%  When I look that up, i see some people talking about drivers, specifically Nvidia and Synaptec Tocuh Pad.  I updated the drivers for both but it has made no difference.  Im not sure if the csrss has anything to do with the problem, but I thought it was worth pointing out.
0
 
LVL 1

Author Comment

by:LightwaveMgmt
ID: 35180235
The root kit revealer tool crashed twice when trying to export the results.  Here is a screen shot of the results.
 Root Kit Revealer
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LVL 93

Expert Comment

by:nobus
ID: 35181685
you could also try a bios update
0
 
LVL 1

Author Comment

by:LightwaveMgmt
ID: 35181870
we tried that already.  it took 2 hours and made no difference.
0
 
LVL 93

Expert Comment

by:nobus
ID: 35182050
a bios update took 2 hours????  normally it is more like 2 minutes
you can test if it uses that much when running froml a live cd  : ftp://ftp.kernel.org/pub/dist/knoppix/KNOPPIX_V6.4.4CD-2011-01-30-EN.iso

or test by installing xp on another disk
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LVL 51

Assisted Solution

by:Netman66
Netman66 earned 1000 total points
ID: 35185121
Yes, something odd is going on for sure.  A BIOS update is a minute or two at most.

I think you may have a motherboard going bad.  Is there warranty on this?

0
 
LVL 93

Expert Comment

by:nobus
ID: 35187046
the knoppix cd is a good way to see if the problem is hardware or not
0
 
LVL 17

Expert Comment

by:pjam
ID: 35188770
Have you ran a "SFC /scannow" yet?  It may be as simple as a missing or corrupt DLL
0
 
LVL 1

Author Comment

by:LightwaveMgmt
ID: 35208160
the motherboard has been replaced twice and the processor once.  The built-in diagnostics pass for the hard drive and memory.  I ran the seagate hard drive tool against the drive (not a seagate drive) and it failed but I dont know if that means anything.  I do not have an extra 2.5" SATA drive.

I ran SFC /scannow but no difference.
0
 
LVL 93

Expert Comment

by:nobus
ID: 35209140
>>   I ran the seagate hard drive tool against the drive (not a seagate drive) and it failed but I dont know if that means anything.    <<  no??  what do you think the diagnostic is for?

it means the drive should be replaced; but i managed to recover several drives with HDDRegenerator :  http://www.dposoft.net/
0
 
LVL 1

Author Comment

by:LightwaveMgmt
ID: 35209172
the HP diagnostic has passed twice.  Once before the Seagate and once after.  To clarify what I said earlier, I dont know if it failed because the drive is bad or if it failed because its not a seagate drive.
0
 
LVL 93

Expert Comment

by:nobus
ID: 35209225
you have to run the manufacturer's tool for the drive -  here hey are  :  http://www.tacktech.com/display.cfm?ttid=287      
0
 
LVL 1

Author Comment

by:LightwaveMgmt
ID: 35217939
Hitachi drive test passed both times.  I am running out of ideas.
0
 
LVL 93

Assisted Solution

by:nobus
nobus earned 1000 total points
ID: 35221041
some notes :
-did you run the knoppix cd?
-did you test with another disk (and a fresh install?)
-did you try a system restore to a date it worked?
0
 
LVL 93

Expert Comment

by:nobus
ID: 35221042
and was the disk replaced yet, or not?
0
 
LVL 1

Accepted Solution

by:
LightwaveMgmt earned 0 total points
ID: 35323859
Customer decided not to fix and purchase new instead.  Splitting points between nobus and Netman66 for trying.
0
 
LVL 1

Author Closing Comment

by:LightwaveMgmt
ID: 35360806
Customer decided not to fix laptop.  split points.
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