How to troubleshoot without error message

[Pumbaa]

A friend of mine has a Laptop for work at home. There isn't anything else installed other than Win10, office + dev software. When he bought it the company configured the Laptop, installing CAD software (Creo) and a VPN tunnel to the companies licensing server.  The software was running very slow and didn't respond, which had been fixed by a tech support company (AnyTech365). He thinks it was a setting in Windows or graphics card.

 

A while ago his hard drive died. He sent the Laptop to the manufacturer for repair and they replaced the drive with factory install. What followed was above reconfiguration from the company and reappearance of said problem. This time the tech support company didn't fix the problem.

 

Without being familiar with the Laptop or software myself, I quickly run out of ideas while looking into it. There is no error message and the CPU, hard drive, etc has no notable load.

 

I disabled antivirus and firewall software

I started the application with "run with graphics processor"

 

any ideas what else I can try? I didn't change anything in the nVidia geForce Gui configurations.

[Pumbaa]

i'll provide complete info in the evening.

[Pumbaa]

Processors Information
-------------------------------------------------------------------------

Socket 1            ID = 0
    Number of cores        4 (max 4)
    Number of threads    8 (max 8 )
    Manufacturer        GenuineIntel
    Name            Intel Core i7 8550U
    Codename        Kaby Lake-U/Y
    Specification        Intel(R) Core(TM) i7-8550U CPU @ 1.80GHz
    Package (platform ID)    Socket 1356 FCBGA (0x7)
    CPUID            6.E.A
    Extended CPUID        6.8E
    Core Stepping        U0
    Technology        14 nm
    TDP Limit        15.0 Watts
    Tjmax            100.0 °C
    Core Speed        698.3 MHz
    Multiplier x Bus Speed    7.0 x 99.8 MHz
    Base frequency (cores)    99.8 MHz
    Base frequency (ext.)    99.8 MHz
    Stock frequency        2000 MHz
    Max frequency        4000 MHz

 

GPU Information

------------------------------------------

 

 

 

powered by wall connector, power mode: HP Optimized

 

 

 

I'll provide GPU load next

[Pumbaa]

GPU load when using the software is ~15% only.

[Pumbaa]

Creo hardly uses CPU resources and the hour glass pops up when opening a project. Opening takes ~30 seconds.

 

[Pumbaa]

ok, so the problem is not related to CPU or GPU whatsoever. When opening the file explorer of the program the hourglass shows up and stays for ~30 seconds. During that time there is no activity seen on CPU, GPU, Network, RAM or hard drive. The status of the software is: not responding.

 

I tried to use the explorer with the VPN tunnel switched off, it doesn't seem to be related but extensive tests are not possible due to license manager.

 

My friend is searching for tech support from Creo, I don't think this is a generic Windows problem.

 

ping @Arika S