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PC Shutdown Instead of Sleep - Won't Turn on Until Adapter Unplugged


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#1 tdelarme

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Posted 28 August 2016 - 05:06 PM

I'm at my wits end here! Dell XPS 15 9530 laptop shuts totally down instead of sleeping. In event viewer it shows as "unexpected shutdown" critical error. I have tried adjusting advanced power settings over and over, but I don't believe that has anything to do with it anyway because HERE is the weirdest part. Laptop will NOT turn back on until I have unplugged the power adapter. IF I plug the adapter back in too quickly it will hang on the Dell logo splash screen until I finally have to hold pwr button down to shut off. This leads me to believe it is SOMETHING in the BIOS but I don't see anything in there to do with power settings at all. I have turned off fast boot in both BIOS and where it has that option in the control panel. Other things I have tried....

I have disabled the Dell "battery saver" application completely

Adjusted advanced power options until I'm blue in the face, including USB selective suspend, turning off hard disk and other devices after a certain amount of time, and every other power option in there (one-by-one which is a REAL pain in the bum) even if I thought it couldn't possibly have anything to do with this problem!

Hibernation is completely turned off and has been for quite some time.

I checked through list of services because I know AMD (I have intel) has an adaptive power option that can sometimes cause this symptom, but I don't see anything comparable to an Intel version of this. (If there is, someone please let me know!)

Suspecting BIOS I, of course, checked at dell.com (and just again before coming to write this) to be sure I have ALL latest driver updates.

My windows updates are current.

I don't think it's power adapter related because I have 2, genuine Dell, and it does same thing with either adapter.

I'm TOTALLY stumped here. I own a successful local computer repair business so I've come across stuff like this before, but this is MY laptop and I've tried everything I can possibly think of. ARRRRRRGGGGGGGGGGG...so frustrating to have to completely shut down every time I need to transport my laptop or save and close things I'm in the middle of.

I really hope my mobo isn't going bad...here is why I suspect that. About 3 weeks before the the shutdown instead of sleep thing my main drive in my drive monitoring program started showing CRC error counts - which, if I'm not mistaken, basically means there's an error in the way that the HD communicates with the computer - so it COULD be the cable that connects to the mobo needs replaced. I haven't cracked my case open to try switching it out yet. I have no idea if this has anything to do with current symptom, but thought it worth mentioning. 

 

SOMEONE PLEASE HELP!!!!!!! I will take any and all ideas and/or opinions!

 

System Specs

Dell XPS 15-9530

Win 10 Home 64bit

Intel i7-4712HQ

16GB

NVIDIA GeForce GT 750M

Intel HD Graphics 4600 (generally stay in this graphics mode)

1TB Samsung SSD 850 EVO (Main drive with OS installed)

1TB Samsung SSD 850 EVO mSATA (no programs installed, strictly storage/backup drive)



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#2 usasma

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Posted 29 August 2016 - 06:28 AM

Most often an unexpected shutdown when trying to sleep is actually a BSOD event (and you can't see the BSOD because the screen has already shut down).

 

Make it crash one more time, then recover from the crash and immediately generate these 2 sets of reports:

Report Set #1)  Please run this report collecting tool (even though you may not be experiencing BSOD's) so that we can provide a complete analysis: (from the pinned topic at the top of the forum)   http://www.bleepingcomputer.com/forums/t/576314/blue-screen-of-death-bsod-posting-instructions-windows-10-81-8-7-vista/
FYI - I don't often use the Perfmon report, so if it doesn't work please just let me know.

NOTE:
Please zip up the (.ZIP) files - do not use .RAR or other compression utilities. 
.ZIP is the type file that can be uploaded to the forums.

Report Set #2)  Please do the following:
- open Event Viewer (run eventvwr.msc from the "Run" dialog)
- expand the Custom Views category (left click on the > next to the words "Custom Views")
- right click on the "Administrative Events" heading
- select "Save all Events in Custom View as..."
- save the file as Admin.evtx
- zip up the file (right click on it, select "Send to", select "Compressed (zipped) folder")
- upload it with your next post (if it's too big, then upload it to a free file-hosting service and post a link here).

FYI - If we're looking for Event ID 41 errors (unexplained shutdowns), there's more info on that here:  http://support.microsoft.com/kb/2028504

While waiting for a reply, please monitor your temps with this free utility: 

SpeedFan v. 4.5.1 and later (free from here:  http://www.almico.com/sfdownload.php ) can log temperatures in a CSV file:

To make it work you have to do BOTH of the below:

1. Enable logging in general: Configure...Log...check "Enabled" then click on OK to save.

2. Enable logging for specific checks: Configure...Temperatures..left click on each sensor, then click on "Logged" at the bottom of the Window (for our purposes we want them all) then once you've selected "Logged" for all sensors, then click on OK to save.

The log will be located at C:\Program Files (x86)\SpeedFan

Naming: log files are named SFLogYYYYMMDD.csv, where YYYY is the year (four digits), MM is the month (2 digits, zero padded) and DD is the day (2 digits, zero padded). If a file already exists by that name, the file that already exists is renamed according to the following naming scheme: SFLogYYYYMMDD-CCCC.csv, where CCCC is a increasing number. The new file is then created with the standard file name scheme.

Notes: whenever you change the options related with logging, SpeedFan starts a new log file.

NOTE:You may want to turn logging off when we're done - as I don't know it's impact on performance or on the system.



 
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