Software freezing on laptop

gloriabouse
gloriabouse Member Posts: 13

Tinkerer

edited August 2023 in 2018 Archives
I have a genealogy program, Legacy Software, that keeps freezing whenever I  try to access any other programs, including my browser.  I have to always end the task on my Legacy program  every time or just have to use the software and not any other programs.  I sent a customer support to Legacy and they have told me it might be in my BIOS They said that BIOS and windows are not getting along.  Is there anyway I can fix this without having to take it to a computer store?
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Answers

  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    (1) What ACER model and number do you have? (2) What Legacy version number do you have? Jack E/NJ

    Jack E/NJ

  • gloriabouse
    gloriabouse Member Posts: 13

    Tinkerer

    edited November 2019
    I have an Acer E5-523-9KP  Model Number *************************
    I have the Deluxe edition of Legacy 
    Ver 9.0.0.226  The latest update


    [Post edited to remove inappropriate or personal content -Acer-Harvey]
  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    Do you have any non-Microsoft antivirus or antimalware running like McAfee, Norton, Malwarebytes, etc? Jack E/NJ

    Jack E/NJ

  • gloriabouse
    gloriabouse Member Posts: 13

    Tinkerer

    I don't know but I'm going to check right now.
  • gloriabouse
    gloriabouse Member Posts: 13

    Tinkerer

    Looks like I do have Mcafee.  Should I uninstall it?  I don't need it cause I run Windows defender.
  • gloriabouse
    gloriabouse Member Posts: 13

    Tinkerer

    Ok, well that didn't work.  I uninstalled Mcafee.  Rebooted but my software Legacy still freezes up. What about the BIOS that Legacy says might be the problem?
  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    >>>I have a genealogy program, Legacy Software, that keeps freezing whenever I  try to access any other programs, including my browser.>>>
    They said that BIOS and windows are not getting along.>>>

    Let's look at this another way. Does any Windows program---other than Legacy Software---freeze up whenever you also try to access any other Windows programs, including your Windows browser. If yes, which other Windows program also freezes up this way besides Legacy software? Jack E/NJ




    Jack E/NJ

  • gloriabouse
    gloriabouse Member Posts: 13

    Tinkerer

    All programs freeze up when I open Legacy.  Yesterday I tried to do a Media Relinker which must open my File Explorer to extract the photo file on Legacy.  Windows came up with a window telling me that Legacy has stopped working and Windows will shut down.  When I did a troubleshoot Windows tells me that the programs is incompatible
  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    @gloriabouse >>>All programs freeze up when I open Legacy.>>>

    That's not what I meant!  What I meant was that If you do ****NOT***** open Legacy, does any Windows program freeze up whenever you also try to access any other Windows programs, including your Windows browser??? Jack E/NJ

    Jack E/NJ

  • gloriabouse
    gloriabouse Member Posts: 13

    Tinkerer

    Oh, sorry guess I misunderstood.  There are no programs that freeze up at all on my computer.  
  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    >>>There are no programs that freeze up at all on my computer. >>>

    This strongly suggests that the BIOS is getting along with Windows. Accordingly, I suspect Legacy needs to be uninstalled, then reinstalled to correct any errors that may have happened during its original installation. Jack E/NJ

    Jack E/NJ

  • gloriabouse
    gloriabouse Member Posts: 13

    Tinkerer

    I've done multiple uninstalls and reinstalls. even wiping it off my hard drive and reinstalling it on my external hard drive and reinstalling it again on my c.drive.  I also downloaded it directly from the website.  I did a mirror image of both main computer and laptop to see if I  had any options turned off in Legacy.  I will try and repeat these steps again.  I'll take it off my laptop and try doing a reinstall.  I usually go into setting under APPS and do a reinstall there.  Is that the way to do it and does that remove all the hidden files?  
  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    What Windows version is on your main computer? Jack E/NJ

    Jack E/NJ

  • gloriabouse
    gloriabouse Member Posts: 13

    Tinkerer

    Windows ver 1803  Windows 10
  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    >>> I did a mirror image of both main computer and laptop to see if I  had any options turned off in Legacy. >>>

    What do you mean by mirror image? Mirror image of what? Jack E/NJ

    Jack E/NJ

  • gloriabouse
    gloriabouse Member Posts: 13

    Tinkerer

    I had my laptop and my main computer and checked the legacy files to see if there was something on the customize page in legacy that I  had not checked.  So today I got with the Legacy user group to see what files that I don't need.  they worked with me and I cleaned my files up.  then I uninstalled legacy again and reinstalled.  A couple of times I would get a message part way in the download that popped up.  It was a windows screen stating that Legacy compatibility and windows was shutting down legacy.  I downloaded it again and finally got it completed.  But when I went to open legacy again it freezes up when other programs are opened.  Programs like windows explorer.  Such a puzzle!
  • gloriabouse
    gloriabouse Member Posts: 13

    Tinkerer

    The message I get is " Legacy Genealogy Software for Windows has stopped working.  A problem occurred and Windows will notify you if a solution is found.

  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    >>>Windows will notify you if a solution is found.>>>

    Sorry. Everything you've posted so far suggests a recognized (by the final message above) software bug or fundamental incompatibility between Win10 as installed and the Legacy software on your machine. However, your machine's hardware including the BIOS chip and its firmware seems to be fine.

    I suspect from the Windows error message that a future Win10 update will resolve the issue. But I can't tell you when. At the moment, you seem to have an annoying problem in that you can't run other programs, including native Windows apps like file explorer, without Legacy freezing up or shutting down. But at least your machine is not disabled as it very well could be if the BIOS is messed with.

    I suggest that, rather than experimenting with BIOS flashing or Win10 tweaks that could brick your machine, you continue monitoring the Legacy user group and hope that a fix to the inconvenience is soon forthcoming in a Win10 update.

    Jack E/NJ       

    Jack E/NJ

  • gloriabouse
    gloriabouse Member Posts: 13

    Tinkerer

    Thanks you for all your help.  I light bulb went off yesterday after I reinstalled Legacy and Windows shut it down.  I am going to send a customer support request to Windows.  I got so far then didn't have a snip it of the message.  I should have gone this route before but never gave it a though.  If and hopefully when the problem is solved I will let you know.  Maybe it will help other users.
  • JackE
    JackE ACE Posts: 45,202 Trailblazer
    >>>I am going to send a customer support request to Windows.  >>>

    Sounds like a good idea. Let us know if you get any help from Microsoft on resolving this. Major Win10 updates have been wreaking software havoc on many different manufacturer's machines.  Jack E/NJ

    Jack E/NJ