54 lines
3.1 KiB
Markdown
54 lines
3.1 KiB
Markdown
---
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name: cyndyoffice-physical-hp-lockups
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description: CyndyOffice (RMM site "Howard-VM") is a PHYSICAL HP Pavilion, not a VM, with recurring hard-freeze lockups
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metadata:
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type: project
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---
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RMM agent **CyndyOffice** (client "AZ Computer Guru", site "Howard-VM") is a
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**physical HP Pavilion Desktop TP01-2xxx** (AMD, 16 logical CPUs, 16 GB single
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Kingston DIMM, 1 TB WD SN530 NVMe, BIOS AMI F.36, Win 11 Home build 26200) —
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**NOT a VM**, despite the misleading "Howard-VM" site name.
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Diagnosed 2026-06-10: ~20 hard lockups in 6 weeks, each = Kernel-Power 41 with
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**BugcheckCode 0 + no minidump + no WHEA**, matching 6008 dirty shutdowns, log
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goes silent right before each freeze. Crash dumps ARE enabled, so the absence of
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dumps is real signal = **true hardware/firmware hang, not a BSOD**. SSD healthy.
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Ticket: Syncro #32397 (Universal Minerals International Inc, customer_id
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34844920) - "Onsite - Computer intermittently freezing and shutting down."
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S/N 2MO21549RB, SKU 318G6AA#ABA.
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2026-06-10 actions: BIOS updated F.36 -> F.38 (Howard, via HP Support Assistant);
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Fast Startup DISABLED; Windows Memory Diagnostic Standard run = PASSED (no
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errors). RAM mostly cleared (Standard test is light; MemTest86 USB extended not
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yet run). Prime suspect now PSU (stock HP) if freezes recur; current plan =
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monitoring window (freezes were every 1-3 days, watch ~1wk for new Kernel-Power
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41). QuickBooksMessaging.exe crash-loops (~15/min, .NET ObjectDisposedException
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on tray icon) - separate from freeze; QB Enterprise 22.0 is past Intuit support.
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QB Tool Hub repair done 2026-06-10 - no new crashes after repair+reboot (confirm
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once company file in active use). Orphaned mbamchameleon (Malwarebytes leftover)
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driver service deleted (cleared boot Event 7000). SBAT/Secure Boot 1796 boot
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error = benign MS noise, left alone. Agent re-enrolls with new UUID on reboot
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(resolve live every time).
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CONTINGENCY (documented on ticket, public): if freezing recurs after BIOS/Fast
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Startup fixes, next step = full hardware diagnostic (extended mem + drive/PSU)
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plus backup + clean Windows reinstall; ~1-2 days machine downtime. PSU is the
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prime remaining hardware suspect.
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BILLED 2026-06-10: 1.0h onsite, $175, invoice #67810 (client emailed summary +
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contingency). Universal Minerals is BREAK-FIX - no prepaid block, NOT an RMM/
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monitoring client (prepay_hours 0.0). The GuruRMM agent was installed ONLY to
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diagnose and was REMOVED same-day 2026-06-10 (agent's own `uninstall` via a
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detached one-time scheduled task + sc delete of GuruRMMAgent/GuruRMMWatchdog +
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deleted C:\Program Files\GuruRMM and C:\ProgramData\GuruRMM; server-side record
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DELETE /api/agents/<id> -> 204). So freeze monitoring is now manual/customer-
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reported, not via RMM. Client wiki seeded at wiki/clients/universal-minerals.md
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([[universal-minerals]] slug). To remove a GuruRMM Windows agent generally: it
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has built-in verbs (install/uninstall/start/stop/status) - run `uninstall`
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DETACHED (scheduled task) so it survives killing its own service.
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**Why:** future "look at CyndyOffice" requests will assume VM tuning; it's a
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physical box needing a memtest/PSU/BIOS path.
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**How to apply:** treat as physical hardware; resolve UUID live every time.
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