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Notebook Randomly Switched Off


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#1 KrazyMonkey

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Posted 16 November 2016 - 07:46 AM

Hi, hope this is posted on the right forum.

 

2 nights ago i was watching something on VLC player when my notebook just randomly switched off. it didn't shutdown, there was no warning just switched completely off like htere was a powercut. The battery was at 62% and wasn't plugged in.

 

I'd been using it for around 2 & a half hours, the notebook didn't feel hot and the fans were not loud. the fans run fine and with little noise most of the time.

 

I've checked the battery on HP SupportAssistant and it says its fine.

 

it's never happened before. i've had the notebook 15 months. the only programs open were VLC player and Firefox.

 

My avast antivirus the morning after did warn me to disable the addon MyWOT. could that have anything to do with it?

 

Since then i've used the notebook for more than 7 hours, Could this just have been a blip or do i need to do more checks?

 

Any ideas?

 

Thanks



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#2 stavros3000

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Posted 16 November 2016 - 10:29 AM

HI,

 

Might be worth checking the event viewer to see of any reports logged for unexpected shutdowns here's a useful guide for this: http://www.sevenforums.com/tutorials/160855-shut-down-view-details-last-shutdown-computer.html

 

Thanks

 

Steve



#3 KrazyMonkey

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Posted 16 November 2016 - 12:09 PM

I've followed that thanks.

It tells me it's shutdown unexpectedly 5 times (Level Error) in the last year. last Dec & Jan, twice last month and the one two days ago but doesn't give me any details.

 

The problem shutdown 2 days ago has "critical"

source "kernel error"

Event ID 41

Task Category: (63)

 

I followed this Youtube Video

and performed a Windows Memory Diagnostic which found no problems.

 

Any ideas? any thing to worry about?
 


Edited by KrazyMonkey, 16 November 2016 - 02:09 PM.


#4 stavros3000

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Posted 17 November 2016 - 07:00 AM

Can you recall if each time it occurred you were using battery as opposed to the mains?  Normally this sort of issue is down to faulty RAM modules or the battery itself but as you've already done health checks on both the issue is still not clear.  



#5 KrazyMonkey

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Posted 17 November 2016 - 07:19 AM

On the issue a few days ago it wasn't plugged in. the other times i have no idea as i don't remember it shutting down with out me wanting to shut down.

 

Edit: looking at the log before the shut down

fu43lk.png


Edited by KrazyMonkey, 17 November 2016 - 07:41 AM.


#6 usasma

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Posted 19 November 2016 - 09:02 AM

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:
You may not need to log temps.  If uncertain, please ask.

To make it work (log the temps to a file) 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.


 
My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#7 KrazyMonkey

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Posted 19 November 2016 - 01:46 PM

Hi, thanks for helping. Zip attached.

 

I downloaded SpeedFan 4.52.

 

Tried to run but windows blocked.

 

Windows protected your PC
Windows SmartScreen provented an unrecognised Application from starting. Running this application might put your PC at Risk

 

I'm just checking this is fine to run and i've not dl'd the wrong thing. sorry, i'm always nervous with anything like this. i've had problems in the past.

Attached Files



#8 usasma

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Posted 19 November 2016 - 05:03 PM

SpeedFan is a popular application used by millions of people.  The link that you posted is the one that I recommend using.

I have never seen it spit out a SmartScreen caution.  I have to wonder if your system might be compromised,

 

Could you be infected?  It's possible that malware has corrupted your current protection, so please try a couple of these, independent scans (from this link: https://www.us-cert.gov/ncas/alerts/TA15-286A ).  This is in case your current protection is compromised by malware and giving false results:

           F-Secure
           https://www.f-secure.com/en/web/home_global/online-scanner (link is external)

           McAfee
           http://www.mcafee.com/uk/downloads/free-tools/stinger.aspx (link is external)

           Microsoft
           http://www.microsoft.com/security/scanner/en-us/default.aspx (link is external)

           Sophos
           https://www.sophos.com/en-us/products/free-tools/virus-removal-tool.aspx (link is external)

           Trend Micro
           http://housecall.trendmicro.com/ (link is external)

    The above are examples only and do not constitute an exhaustive list. The U.S. Government does not endorse or support any particular product or vendor.
If you do find infections, I'd suggest posting over in the Am I Infected forum to ensure that all the bad stuff has been removed:  http://www.bleepingcomputer.com/forums/f/103/am-i-infected-what-do-i-do/
Please read the pinned topics at the top of the forum for instructions on how to post there.

 
My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#9 usasma

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Posted 19 November 2016 - 05:07 PM

I can't see anything significant in the Admin log file.
That tends to make me think it may be a hardware problem (can also be compatibility or low-level drivers)

 

Please start with these free hardware diagnostics:  http://www.carrona.org/hwdiag.html

Please run ALL of the diagnostcs and let us know the results.


My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#10 KrazyMonkey

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Posted 19 November 2016 - 05:34 PM

Does this mean it could be a major problem or should it be fixable? worrying i'll need a new laptop

 

Also any idea how long all the diagnostics tests will take? (there seems to be so many of them) it's getting late here and wondering if i should leave it until the morning.

 

Also on http://www.carrona.org/memdiag.html it says i'll need a blank CD. does it mean a CD-R or can i use a DVD-R or DVD-RW?


Edited by KrazyMonkey, 19 November 2016 - 06:28 PM.


#11 KrazyMonkey

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Posted 19 November 2016 - 06:09 PM

SpeedFan is a popular application used by millions of people.  The link that you posted is the one that I recommend using.

I have never seen it spit out a SmartScreen caution.  I have to wonder if your system might be compromised,

 

I missed this post. i have run Malwarebytes a couple of times this week and it says the Laptop is clean. could it just be SmartScreen being over protective? i seem to remember the same happening less than a week or so after i bought the notebook 15 months ago.


Edited by KrazyMonkey, 19 November 2016 - 06:29 PM.


#12 usasma

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Posted 20 November 2016 - 05:48 AM

I would suggest the antivirus scans that I mentioned, as MalwareBytes is not an antivirus (it scans for different things).

I have no clue about SmartScreen other than my experiences with it.

I'd suggest downloading the file and not opening it.  Then scan it with an antivirus.

 

 

There are 7 sets of diagnostics:

- antimalware

- MemTest

- Hard Drive diagnostics

- Furmark

- Prime95

- other video

- CPU tests

 

Yes, they will take some time to run - but the alternative is not diagnosing your system.

 

The SpeedFan thing will tell you if the system appears to be overheating, and the logging will let us know the temps just before it shuts down.

 

There are things with a notebook that are easy to fix, and there are other things that are more difficult.

Without knowing what it wrong, there's no way of telling what your options are.


My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#13 KrazyMonkey

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Posted 20 November 2016 - 07:57 AM

Ok, i'll get back to you ASAP.

 

Also on http://www.carrona.org/memdiag.html it says i'll need a blank CD. does it mean a CD-R or can i use a DVD-R or DVD-RW?

 

EDIT:
McAfee No Threat Found (SmartScan at first blocked it but i clicked to allow)
F-Secure No threat found

Microsoft No threat found

 

Edit2: do i keep the speedfan on in the system tray while i'm doing the diagnostics or switch it off? (speed fan has been on around 4hours)

 

Edit: do i still need to do the Independent Malware Scans?


Edited by KrazyMonkey, 20 November 2016 - 02:33 PM.


#14 usasma

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Posted 21 November 2016 - 05:19 AM

Any CD that you can make bootable.

You can also use a DVD-R (I use them at work)  I haven't tried it with a DVD-RW - you'll have to read the specs on the MemTest webpage to see what they suggest.

 

You should run Speedfan until the system randomly switches off - that way you can see the temps around the time it switches off.

 

I don't think you'll need any more malware scans as 3 came back clean.


Edited by usasma, 21 November 2016 - 06:05 AM.

My browser caused a flood of traffic, sio my IP address was banned. Hope to fix it soon. Will get back to posting as soon as Im able.

- John  (my website: http://www.carrona.org/ )**If you need a more detailed explanation, please ask for it. I have the Knack. **  If I haven't replied in 48 hours, please send me a message. My eye problems have recently increased and I'm having difficult reading posts. (23 Nov 2017)FYI - I am completely blind in the right eye and ~30% blind in the left eye.<p>If the eye problems get worse suddenly, I may not be able to respond.If that's the case and help is needed, please PM a staff member for assistance.

#15 KrazyMonkey

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Posted 21 November 2016 - 08:19 AM

Starting with the memset test. i'm fairly certain i've burned the ISO to disc. I've never booted from disc on this notebook/Windows 8.1

 

I followed this video www.youtube.com/watch?v=QsBo8yikz7U but that hasn't worked and don't want to start following more advice on youtube or other sites incase something goes wrong.

 

Also Speedfan isn't starting on start up, do i need to change something?

 

do all the tests have to go in order?


Edited by KrazyMonkey, 21 November 2016 - 08:20 AM.





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