Sysinfocap is randomly freezing my computer for 2-4 mn

[Tom7510]

Hi,

Since a couple of weeks the Sysinfocap.exe is randomly, but regularly, freezing my system by using all remaining RAM available and monopolizing the HDD activity (likely bloating the swap file), so that the system is unusable for 2-4 min.

I´ve seen multiple report of other users facing issue with this HP software, when will you propose a fix?

Thank you in advance,

Tom

System = HP

[Raj2111]

Hi @Tom7510 

It sounds like Sysinfocap.exe is causing significant performance issues on your system. Here are some steps you can take to troubleshoot and resolve the problem:

1. Identify the Program

• Check the Source: Confirm if Sysinfocap.exe is a legitimate application or potentially malware. You can look it up online or check its location. Legitimate files are usually found in C:\Program Files or similar directories.

2. Monitor Resource Usage

• Task Manager: Open Task Manager (Ctrl + Shift + Esc) and monitor the CPU, RAM, and Disk usage when the freezing occurs. This can help you see if Sysinfocap.exe is indeed the culprit.

3. Disable or Remove the Application

• Uninstall: If it's not a necessary application, consider uninstalling it through the Control Panel or Settings.
• Disable Startup: If it runs on startup, disable it using Task Manager's Startup tab.

4. Check for Malware

• Run a Full Scan: Use your antivirus software or tools like Malwarebytes to scan your system for any potential threats.

5. Update Drivers and Software

• System Updates: Make sure your operating system is up to date.
• Driver Updates: Check for updates for your hardware drivers, particularly for the graphics card and chipset.

6. Adjust Virtual Memory Settings

• Manage Paging File: Adjust your virtual memory settings to prevent excessive swap file usage. You can find this in System Properties > Advanced > Performance > Settings > Advanced > Virtual Memory.

7. System Cleanup

• Disk Cleanup: Use the built-in Disk Cleanup tool to clear temporary files and other unneeded files.
• Defragment HDD: If you’re using an HDD, consider defragmenting it to improve performance.

8. Check for System Errors

• Run SFC and DISM: Open Command Prompt as an administrator and run:After that, run:

9. Reinstall the Application

• If you need to keep it, try reinstalling the application to see if that resolves the freezing issues.

If these steps don't resolve the problem, consider reaching out to a professional for further diagnostics.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

[itorres008]

In my case, SysInfoCap.exe is generating WMI-Activity 5858 Event errors accessing WMI repository. This exe is identified as HP System Info HSA. 
It is very disappointing to have an HP support employee post these generic troubleshooting procedures. 

Step one of  "Identify the Program, Check the Source: Confirm if Sysinfocap.exe is a legitimate application or potentially malware. You can look it up online or check its location. Legitimate files are usually found in C:\Program Files or similar directories" immediately states that either the agent posted this without looking at it or that the HP Support Agent doesn't know or have the resources to know that this is a program installed by HP in most HP PCs or PCs that use any HP peripheral.

Users get to this forum after having exhausted all those troubleshooting steps.

This problem is reported all over the Web with no specific solution. We come to HP after identifying the problem module, disabling it so the errors stop, etc. Please don't ask us to jump through hoops.

We are at the point of either HP analyzes this, identifies the problem (probably permission errors on WMI repository) and provides a fix, or we uninstall the HP software. Some of us want to be sure of what the software does and what the effects of uninstalling it are .

You should realize that if people uninstall the software, next time they are choosing to buy hardware they will think "Not HP, they install a lot of software that gives us many problems."

If I were at HP support I would escalate this anyway I can, to the developers in charge of this program and describe the symptoms reported by users.

[Tom7510]

@Raj2111

Hi,

i confirm the culprit is the HP legitimate sysinfocap.exe Software, located in the windows system files. It seems it was updated last time during August 2024 which fits pretty well with the system starting to freeze randomly.

I cannot de-install / re-install it as this is part of the HP bloatware which comes with the laptop and with no possibility to block its start up at boot, nor to de-install it.

The only workaround I have for now is as soon as the laptop is booted I stop the service which invoke that program. If I’m fast enough the laptop is then functional until next shutdown. If I’m not fast enough, the system hangs for a couple of minutes and only then I can apply the work around.

As you can see from other replies and posts this is a very common issue across your customer base. When will HP roll back that update and/or finally solve that issue?

Thank you in advance,

Tom

[Tom7510]

@Itorres008

Thanks for your post and I concur with you that I would like HP to tackle this issue seriously and address it once for all. As you wrote there are plenty of reports.

My only work around is to kill the HP  System Info HSA after boot (via the task manager), as I wasn’t able to find a way to uninstall that SW nor to stop it’s startup at boot.

i’ve come to the point I’m also disabling all HP related SW at startup (even though it is not enough as a workaround, but I’ve losed trust in the HP SW).

Cheers,

Tom

[itorres008]

@Tom7510

My problem is different than yours in that my PC doesn't hang. So, I should get my own discussion thread.🤷‍

Mine, (Event 5858 from WMI-Activity), seems to be related to the process not having security permissions to query the WBEM repository. This repository holds data about all hardware the system has. So, HP software would query WMI to check what hardware or theirs is installed to look for updates, etc. (Web-Based Enterprise Management (WBEM) is a set of standards and technologies designed for managing distributed computing environments. It is primarily implemented through Windows Management Instrumentation (WMI) in Microsoft Windows systems.)

I have followed many recommended troubleshooting and verification steps and can't find a root cause. On these, the last step is  #5, Consult HP support. So... I'll try to find a few hours to research this again on my own to see if there are any explanations or solutions out in the Web.

Troubleshooting steps:

1. Identify the HpqBIntM class: This class seems to be related to HP BIOS/firmware. Try searching online for information about this class and its purpose. This might give you clues about the underlying issue.
2. Check for HP updates: Ensure you have the latest BIOS and HP software updates installed on your laptop. Outdated drivers or firmware can sometimes cause WMI issues.
3. Investigate process ID 2888: Determine what application or service is associated with process ID 2888. This might help pinpoint the source of the WMI request and why it's being canceled. (HP System Info HSA Service on subsequent event)
4. Run WMI diagnostics: Use tools like the WMI Tester (wmimgmt.msc) or CIMDiag (part of the Windows SDK) to test WMI connectivity and identify any potential issues.
5. Consult HP support: If the above steps don't resolve the issue, consider contacting HP support for further assistance. They might have specific knowledge about WMI interactions with HP BIOS/firmware and suggest additional troubleshooting steps.

About your situation, if you are trying to terminate the process as soon as PC boots, and disabling the service doesn't work because another process starts it, you could try a brute force approach and rename the program from *.exe to *.exehold or something so it's not found. This would probably prevent HP notifying about or applying updates, but if you're disabling it anyway it might save you some effort.

Good luck.

[AotheBlueVictus]

Services.msc

Have you tried running services.msc and checking the running services?

If not yet, run it and look for "HP System Info HSA Service" and disable the startup type.

I hope this helps you.

[itorres008]

Hello. Thanks for replying.

Disabling the service doesn't work since it starts anyway. I presume one of the other HP services running checks on that service and enables it again.

The idea here is to find out what is going wrong or what causes the error, and since it's an HP program I would expect that their developers would know about this and could suggest a fix for the user or take care of it by performing a change on their software.

It seems there is no developer involvement in these forums or any process for escalating issues to development. We only get generic troubleshooting steps that don't solve anything.

We could disable or uninstall the HP software, but we are presuming it serves a purpose, possibly important. So, we want to get to the root problem cause and fix it, not just eliminate the program.