Startup/Shutdown issues & Intel Platform and Thermal Framework error, after Windows Update

[Glookie2]

HP Model 15-BS0XX, Windows 10 64 bit, 16 GB RAM, lots of hard drive space.

Windows Update often causes problems for my PC, but since the last WU on 10/13/18, my laptop has multiple issues, most of which I have been unable (so far!) to resolve:

• Startup: Used to take just a few seconds after turning on the PC to see my two sign-in names: one Administrator account and one standard account. Now it takes 5 to 6 minutes. When I go into System Diagnostics, the option for Startup Test is missing, so I can’t diagnose. Note that about 5 minutes after startup, the PC’s speed returns to normal.
• Shutdown: Regardless of whether the other user actually is signed in or not or even when no user is signed in at all, when I try to shutdown, I get the message that another user is logged on and may lose data if I shut down.
• Services.msc (resolved now): In Services.msc, these services had been Automatic or Manual before the Windows Update, but inexplicably were all changed to Disabled by the WU: Realtek Audio Service, Adobe Acrobat Update Service, Dropbox services, my printer’s services, and all Intel services. I managed to reenable them all.
• Intel(R) Dynamic Platform and Thermal Framework Manager: I ran the Hardware and Devices troubleshooter, and it indicated, “Intel(R) Dynamic Platform and Thermal Framework Manager has a driver problem.” After clicking on that message, I got the message “Troubleshooter couldn’t identify the problem.” Yet, in Services.msc, the service for this driver was still running. On my HP drivers page (https://support.hp.com/us-en/drivers/selfservice/hp-15-bs000-laptop-pc/15551412/model/17046719?sku=1...), there are multiple drivers with this name but with different locations; how do I know which one to choose?

What I tried, all of which did not help, neither for startup/shutdown nor for the Intel driver:

1. I turned off lots of unneeded background apps.
2. I unplugged the PC, took out the battery, and cleared the cache.
3. I thought perhaps my antivirus was having issues, so I uninstalled Norton and restarted. When that made no difference, I reinstalled Norton.
4. I ran full scans with Malwarebytes, SuperAntiSpyware, and Norton. Found no issues other than a few adware tracking cookies.
5. I did a disk cleanup, with system files cleanup; and then I defragmented.
6. I did a clean boot.
7. From Device Manager, I uninstalled the device named Dynamic Platform and Thermal Framework, and allowed it to reinstall automatically on startup.
8. I did an HP Performance Tune-Up Check, which found no issues.
9. I went to this Microsoft page: https://www.catalog.update.microsoft.com/Search.aspx?q=Intel(R)+Dynamic+Platform+and+Thermal+Framewo... and downloaded the Intel driver update for Intel(R) Dynamic Platform and Thermal Framework Manager and ran esif_uf.exe.
10. I downloaded the BIOS driver and reinstalled it.
11. In msconfig, I unchecked "Load Startup Items". On restart, I reset BIOS to its defaults.
12. I disabled all startup items in TaskMgr.
13. I ran sfc /scannow, which found no issues.

I am loath to refresh Windows, because I have Office 365 and MANY other applications installed, and the PC had been working beautifully before the Update. The last Macrium Reflect image I have is from May 16th.  I could restore to it, but then I’d still have to apply all Windows Updates since then, and who knows what havoc all those WUs could wreak?

I’ve wasted three days spinning my wheels on this so far. Any suggestions? Thank you, all!

[The_Fossette]

@Glookie2,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

Don’t worry, I assure you I will try my best to get this sorted.

Awesome job on diagnosing the issue correctly and performing smart troubleshooting before posting your question on HP forums. Kudos to you on that score. 

I recommend you create a new user account following the steps in the below article and check whether the issue persists in the new user account.

https://support.microsoft.com/en-in/help/4026923/windows-10-create-a-local-user-or-administrator-acc...

If you continue facing the issue, I suggest performing a system restore back to the date when the computer was working fine.

Follow the steps in the below article to perform a system restore.

https://support.hp.com/us-en/document/c03327545

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[Glookie2]

Thank you, The Fossette!

Much has happened since i posted.  When nobody had responded for a few days, i contacted hp support & they advised which thermal framework driver to choose although they couldn't explain why they chose that one.  That worked to resolve the driver issue but the PC still was behaving erratically.  In addition, my Norton began spitting out odd pop up messages.  So I contacted Norton Support. They ran Norton Power Eraser, which found many bad registry entries. They removed those and ran NPE again. It found 2 items and removed them, but each time we ran the tool those 2 items persisted in showing up again and again. They tried deleting and restoring Edge and it didn't help either.  Unfortunately, in the process, they removed all old restore points so I can't restore to those. 

Meanwhile, I got a text to my phone that someone tried accessing my Amazon account.  They had my username and password. Now I don't know how severe the problem is: I don't recall whether or not I'd signed into Amazon  recently, so I don't know if just this account was hacked, if my PC was hacked and someone got security info for each of the 10 or so websites I'd logged into, if they got my whole KeePass database (which has a VERY strong password but which password I did type in while all this was going on) and also got my master encryption key that opens my local sensitive data files.  Or in the worst case scenario, since many websites use 2- step authentication with my email address and I definitely had logged into my email, does that mean they might see all new changes I will make via email?!? I would so like to hear  your expert opinion on this! Thanks. 

What I've done today so far:

   Changed my email passwords. 

   Put a hold on my Amazon account. 

   Removed  online access for one sensitive account. 

   I did all this from my phone using my home wifi and a VPN. 

   Went to my bank & changed my user ID and password. (but my bank account still is linked to my email address. )

Right now, I'm running microsoft windows malicious software tool.  It needs another hour or two.  It found one item so far.  Won't know what it is till the tool is done running. 

What do you think I should do next?  Contact microsoft chat?:Go back to my image of May 16th and apply all updates since then? Or do something else?

Thank you  so much for taking the time to try and help!

[The_Fossette · Accepted solution]

@Glookie2,

It is great to have you back and your patience is greatly appreciated.

I am sorry, you are going through this. If you think that your account was hacked then the first thing to do is change the password which you have already done. I strongly suggest changing the Windows password if you are using a Microsoft connected account.

I recommend you perform a system reset on the computer and start afresh. It ensures that there is no malware on the computer and if anyone had hacked into your computer it will remove that access.

Please follow the steps in the below article to perform a system reset on the computer.

https://support.hp.com/in-en/document/c04742289

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[Glookie2]

Unfortunately, The_Fossette, you were absolutely right: I had no choice but to run some sort of system restore. I restored to my Macrium Reflect backup from June 2018. Meanwhile, I changed Windows passwords related to my Microsoft accounts, and changed all passwords for sensitive websites.

When the reset was done, I ran all Norton updates, then all Windows updates. I reloaded my data and non-Microsoft programs, and then ran all HP updates. I checked the taskmgr’s Startup tab, and my services.msc and msconfig’s services and Norton startup services.

All the fluky problems were gone, but startup was still 5 to 6 minutes.

I resolved that by going into Norton’s tasks settings and changing tasks from Automatic (which happened at startup) to monthly.  I turned off the Disk Optimization task completely, because I have other apps that do the same thing. That brought startup time down to a 80 seconds!

So far, so good. Thank you for your wise advice to restore.

One more question please: Do I have to change my PC’s local passwords, too?  (I never sign into the local accounts.)

Thanks again for your invaluable help.

[sandytechy20]

@Glookie2

I see that you were interacting with @The_Fossette. I'd like to help.

Thanks for the reply.

I appreciate your time and effort.

Good to know that the issue is resolved.

Feel free to contact us in future if you need any assistance.

It is good to change the local passwords once in 6 months to be on a safer side.

Cheers.

[Glookie2]

Thanks, SandyTech20.

[sandytechy20]

@Glookie2

You are welcome.

Cheers.