---
name: cyndyoffice-physical-hp-lockups
description: CyndyOffice (RMM site "Howard-VM") is a PHYSICAL HP Pavilion, not a VM, with recurring hard-freeze lockups
metadata:
  type: project
---

RMM agent **CyndyOffice** (client "AZ Computer Guru", site "Howard-VM") is a
**physical HP Pavilion Desktop TP01-2xxx** (AMD, 16 logical CPUs, 16 GB single
Kingston DIMM, 1 TB WD SN530 NVMe, BIOS AMI F.36, Win 11 Home build 26200) —
**NOT a VM**, despite the misleading "Howard-VM" site name.

Diagnosed 2026-06-10: ~20 hard lockups in 6 weeks, each = Kernel-Power 41 with
**BugcheckCode 0 + no minidump + no WHEA**, matching 6008 dirty shutdowns, log
goes silent right before each freeze. Crash dumps ARE enabled, so the absence of
dumps is real signal = **true hardware/firmware hang, not a BSOD**. SSD healthy.
Ticket: Syncro #32397 (Universal Minerals International Inc, customer_id
34844920) - "Onsite - Computer intermittently freezing and shutting down."
S/N 2MO21549RB, SKU 318G6AA#ABA.

2026-06-10 actions: BIOS updated F.36 -> F.38 (Howard, via HP Support Assistant);
Fast Startup DISABLED; Windows Memory Diagnostic Standard run = PASSED (no
errors). RAM mostly cleared (Standard test is light; MemTest86 USB extended not
yet run). Prime suspect now PSU (stock HP) if freezes recur; current plan =
monitoring window (freezes were every 1-3 days, watch ~1wk for new Kernel-Power
41). QuickBooksMessaging.exe crash-loops (~15/min, .NET ObjectDisposedException
on tray icon) - separate from freeze; QB Enterprise 22.0 is past Intuit support.
QB Tool Hub repair done 2026-06-10 - no new crashes after repair+reboot (confirm
once company file in active use). Orphaned mbamchameleon (Malwarebytes leftover)
driver service deleted (cleared boot Event 7000). SBAT/Secure Boot 1796 boot
error = benign MS noise, left alone. Agent re-enrolls with new UUID on reboot
(resolve live every time).

CONTINGENCY (documented on ticket, public): if freezing recurs after BIOS/Fast
Startup fixes, next step = full hardware diagnostic (extended mem + drive/PSU)
plus backup + clean Windows reinstall; ~1-2 days machine downtime. PSU is the
prime remaining hardware suspect.

BILLED 2026-06-10: 1.0h onsite, $175, invoice #67810 (client emailed summary +
contingency). Universal Minerals is BREAK-FIX - no prepaid block, NOT an RMM/
monitoring client (prepay_hours 0.0). The GuruRMM agent was installed ONLY to
diagnose and was REMOVED same-day 2026-06-10 (agent's own `uninstall` via a
detached one-time scheduled task + sc delete of GuruRMMAgent/GuruRMMWatchdog +
deleted C:\Program Files\GuruRMM and C:\ProgramData\GuruRMM; server-side record
DELETE /api/agents/<id> -> 204). So freeze monitoring is now manual/customer-
reported, not via RMM. Client wiki seeded at wiki/clients/universal-minerals.md
([[universal-minerals]] slug). To remove a GuruRMM Windows agent generally: it
has built-in verbs (install/uninstall/start/stop/status) - run `uninstall`
DETACHED (scheduled task) so it survives killing its own service.

**Why:** future "look at CyndyOffice" requests will assume VM tuning; it's a
physical box needing a memtest/PSU/BIOS path.
**How to apply:** treat as physical hardware; resolve UUID live every time.
