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General => Technical Help => Topic started by: LizzieW on Wednesday 27 December 17 23:41 GMT (UK)

Title: Restart problem with laptop
Post by: LizzieW on Wednesday 27 December 17 23:41 GMT (UK)
Has anyone any idea why my laptop, which is only a few months old, keeps suddenly turning itself off and restarting again?  Fortunately, it's not done it when I've been in the middle of working on something important, or transcribing as it doesn't open up any web pages I had open when it re-starts.  It's getting annoying now.
Title: Re: Restart problem with laptop
Post by: groom on Wednesday 27 December 17 23:54 GMT (UK)
5 reasons given via google

1. Dirty Fan/Overheating  (shouldn't apply if your computer is new)

2. Hardware Failure  ( have you added any new hardware?)

3. Wrong Charger Voltage  ( mainly if you use it for games)

4. Display Driver Crash  (probably not this)

5. Computer Virus

Looking at those, number 5 seems the most likely. Have you run all your virus protection etc? Failing that, as it's only a few months old, I'd take it back to where you bought it while it is still under guarantee.

Title: Re: Restart problem with laptop
Post by: smudwhisk on Thursday 28 December 17 00:11 GMT (UK)
Sounds likely to be a hardware driver issue, has it installed any updates of any sort recently?  Wouldn't expect windows updates to do that but if its set to install driver updates automatically too, one may be causing it.  Not necessarily display driver, could be for anything.  Really needs someone to look in Windows Event Viewer for error codes to see (can be accessed by right click start button, select run, type eventvwr, Windows Logs, System or Application - but somewhat cryptic if you don't know what you are looking for).
Title: Re: Restart problem with laptop
Post by: LizzieW on Thursday 28 December 17 09:27 GMT (UK)
1. Definitely not overheating, it seems to happen when I've only just started using it, the room it's in is not particularly warm and there's a cold draught blowing on my leg from our conservatory as I type this.

2.  I suppose it might be dusty having had the builders and plumbers in with dust flying around, although where it is is some way from the work the builders were doing, even so the surfaces in this room were covered in fine dust.  I wonder why it would affect my laptop and not my husband's tablet in the same room though.

3.  I've not updated anything recently, well Word hasn't and Mozilla updates are not set to update automatically (because I don't want their new version!).

4.  I don't use it for games, although I do use it for card games such as patience - perhaps that's the problem.  I'll delete that program and see what happens.

5.  I'll check for error codes to see if I can see anything - but as you say I don't really know what I'm looking for.

6.  My virus protection is up to date, but I'll run it again in case it finds anything.

Thank you for the advice, my worry is that if I have to take it back to the shop I bought it from - not easy as we've moved house since then, (it  was a chain so I guess I can take it back to the nearest one) that I won't be able to transfer everything from this laptop to a new one.  I do have it backing up all the time to an external drive so I guess I would have to use that.

Thank you for your suggestions.
Title: Re: Restart problem with laptop
Post by: groom on Thursday 28 December 17 09:59 GMT (UK)
If I were you, Id back everything up and take it to the nearest branch of that chain. It may be something they can sort immediately if they have tech men on site. Unless it is a major fault I doubt if they will replace, just repair.
Title: Re: Restart problem with laptop
Post by: greenrig on Thursday 28 December 17 10:28 GMT (UK)
Your symptoms sound like overheating.  If there is dust around, it may have been drawn in by fans and could be blocking cooling vents for CPU and/or power supply.  We had this when DD used her laptop lying on carpet.

Invoke your warranty and get it fixed - unlikely to charge you if under warranty.  The problem will get worse till serious damage is done if it is overheating CPU.
Title: Re: Restart problem with laptop
Post by: smudwhisk on Thursday 28 December 17 11:02 GMT (UK)
Overheating doesn't cause reboots from my experience.  Overheating tends to cause the PC to go very slow and things to stop working properly, and the very extreme it could shut down the laptop and not restart.  In any case, it will feel hotter than normal and the fan, if not working, will be obviously missing due to lack of noise or making a lot of noise if it is working and struggling.  I've had problems recently with my laptop over heating, the fan was very noisy and there was actually a bit of a burning smell from one end which was either dust or cats hairs.  It did not and never has rebooted because of it.

Its more likely to be hardware related and probably a driver causing problems from past experience working as PC Support in years gone by.  The Event logs need to be checked as if it is hardware there will most likely be an error code in the logs to give a clue. 

I'm assuming that it does work some of the time but then reboots, if it was continuously rebooting without allowing use then it would most likely be a software problem relating to the windows registry or a corruption in windows itself, but you would normally see, even just momentarily, an error message flash on screen before it restarted.

If it restarts and then goes into windows correctly, does a window pop up at all saying it has recovered from a serious error or something similar?

Whatever you decide to do, as Groom says backup your data prior to taking it in anywhere because most PC Shops do not copy data across when fixing problems or replacing hardware.
Title: Re: Restart problem with laptop
Post by: Redroger on Thursday 28 December 17 12:44 GMT (UK)
My guess is that it MIGHT be something to do with the latest screed from Microsoft (W10 update) which in my case was very large, and changed a few things of its own volition, (start screen etc.) Look on extreme right of task bar, to the right of the clock to see if there are any notifications showing.
   If the chain you got it from is PCW***d etc. then personally the only thing I would ever buy from them after previous experiences is ink if all the other shops within 100 miles did not stock it any longer!
Title: Re: Restart problem with laptop
Post by: hallmark on Thursday 28 December 17 12:58 GMT (UK)
Have you looked to see if the air holes/vents are clear?

If not, clear them with a soft paintbrush...
Title: Re: Restart problem with laptop
Post by: groom on Thursday 28 December 17 13:03 GMT (UK)

   If the chain you got it from is PCW***d etc. then personally the only thing I would ever buy from them after previous experiences is ink if all the other shops within 100 miles did not stock it any longer!

I've never had any problems with them, in fact the opposite. I ordered a laptop on line but when switched on the screen was odd. I took it back to the local store and they said the screen was cracked and they would have to send it back for repair, as I'd ordered on line and not bought it in the store. When I expressed disappointment, the assistant spoke to his manager and he got on the phone to someone who gave permission for them to replace it there and then.
Title: Re: Restart problem with laptop
Post by: LizzieW on Thursday 28 December 17 15:49 GMT (UK)
Thank you  for your suggestions.  I'm afraid I had to go back to bed this morning and have only just got up again.  I guess it's me that's got a virus now  ::)  I just feel not quite with it and feverish - and no it's not alcohol, I don't drink alcohol.  Still not with it so, hopefully, tomorrow I'll be able to read through all your responses.  I did start a antivirus/anti-spyware scan going before I went to bed, but the laptop closed down - it does it after 30 minutes without action anyway, but I would have thought doing a scan was action but obviously not to this HP laptop.  We got HP because my OH read they were good ones to get.
Title: Re: Restart problem with laptop
Post by: smudwhisk on Thursday 28 December 17 17:16 GMT (UK)
My guess is that it MIGHT be something to do with the latest screed from Microsoft (W10 update) which in my case was very large, and changed a few things of its own volition, (start screen etc.) Look on extreme right of task bar, to the right of the clock to see if there are any notifications showing.

From memory, I think Microsoft are pushing out driver updates at the same time as security updates unless you switch this off.
Title: Re: Restart problem with laptop
Post by: LizzieW on Friday 29 December 17 11:58 GMT (UK)
I'll check whether I've had any Windows 10 updates recently, normally I get a notification - there is a small icon on the extreme right of the task bar but nothing is showing or has been for sometime.  However, HP (the manufacturer of my laptop) has had some updates, 3 optional and 1 mandatory - a System BIOS Update (AMD Processor) - so maybe it was HP that had the problem, or they are reacting to a Windows update.  I don't know but I think that update is something to do with starting up the laptop.

I didn't get the laptop from PCW I got it from Sainsburys, my sons always get their laptops from there as they are better priced than the computer outlets and they've never had any problems with them.

The holes/vents are clear and the laptop always runs fairly cold.

I'll see if the problem happens again, the thought of having to download everything to a brand new laptop fills me with horror.  In the past I've just copied everything over but if I take this laptop back I'll have to delete everything first and then I guess the problem won't show itself. ??? 
Title: Re: Restart problem with laptop
Post by: hallmark on Friday 29 December 17 12:31 GMT (UK)
Have you tried Troubleshoot?

Just type Troubleshoot in Search...
.
.
Title: Re: Restart problem with laptop
Post by: jim1 on Friday 29 December 17 13:33 GMT (UK)
Had the same problem on my PC (not a laptop).
It restarts because it's set that way in BIOS providing it's not from overheating or something else that's liable to be fatal.
Programme/update issues have been mentioned.
I had 1 problematic prog. which I uninstalled. I also disabled fast startup. Haven't had the problem since (about a month).
Title: Re: Restart problem with laptop
Post by: LizzieW on Friday 29 December 17 15:33 GMT (UK)
hallmark - I tried troubleshooting but it didn't bring up anything useful.

I'm hoping its something to do with BIOS and that having updated that with HP, the problem will have been solved.  I'm not sure I've got a fast startup, I wish I had my machine is so slow - but I think that's actually down to the broadband here which, for some unknown reason, is much slower on my laptop than on my husband's tablet.  His tablet is about 2 feet from the router, mine about 6ft so I can't believe it makes any difference but it does.
Title: Re: Restart problem with laptop
Post by: jim1 on Friday 29 December 17 16:36 GMT (UK)
R.click an empty space on the desktop>power & sleep>advanced power settings>choose what the power buttons do> uncheck the box turn on fast start up (recommended).
Title: Re: Restart problem with laptop
Post by: LizzieW on Friday 29 December 17 17:14 GMT (UK)
Thanks Jim, my power and settings wasn't like your example, I didn't have quite the same options - I guess it depends on the make of the PC/laptop - but I got there in the end.  Fast start up was already disabled, so I decided to turn it on to see if that makes any difference.  If not, I'll revert to the HP default settings.
Title: Re: Restart problem with laptop
Post by: Redroger on Saturday 30 December 17 21:08 GMT (UK)
My present laptop came from John Lewis, 2 years ago.I would certainly use Sainsbury's if they had a suitable machine. OK so far. The one I had from PCWorld worked fine for 11 months then started doing funny things. Though they said it was OK turned out they had loaded a test version of W7 which expired after a year. As I didn't want to take risks with my data I went to a small company who fixed the problem. Cost 160 but my data is priceless, and some I am custodian of, not the owner!!I didn't have time or inclination to get into a fight with PC World with Council customer protection services understaffed and demoralised.
Title: Re: Restart problem with laptop
Post by: LizzieW on Saturday 30 December 17 23:37 GMT (UK)
My previous laptop, a Lenova, came from John Lewis, worked well for a few years then it stopped working properly.  A computer bod diagnosed it was the hard disc and tried to fix it but was unable to clone the old hard disk, which is apparently what they do after removing it from the machine, so they can then copy everything onto the new hard disk.  Problem was the old hard disk couldn't be cloned, it kept stopping part way through and that was the problem.  Result new laptop required.

This one seems to be behaving itself at the moment, since I had the HP update, so maybe they knew there was a problem and the update has fixed it - I hope so anyway.
Title: Re: Restart problem with laptop
Post by: Redroger on Sunday 31 December 17 19:04 GMT (UK)
Sounds likely, this machine came from John Lewis, is 2 years old, and is also a Lenova, a fairly early Lenova Yoga. It does seem to be behaving fairly well at present (hope it can't understand this with its artificial intelligence or it will probably decide to cost me a lot of  money)
Happy new year, and hope we are able to keep computing without too much interference from authority or hackers.
Title: Re: Restart problem with laptop
Post by: LizzieW on Monday 01 January 18 09:54 GMT (UK)
Happy New Year to you to Roger.  My husband had a Lenovo PC for quite a few years before it packed up.  Now he just uses a small tablet, it's suitable for him as he doesn't use the internet that much, but I can't cope with it, it's too small for me and as I was trained as a touch typist when a teenager, I find it too difficult to type on the small keyboard.  Also it's not suitable for the transcribing I do, for which I need a larger screen than on a tablet.
Title: Re: Restart problem with laptop
Post by: Redroger on Thursday 04 January 18 16:21 GMT (UK)
I do most of my non printing/downloading work now from a 6..25" Chinese Phablet, which cost about 1/3 of the Samsung which caught fire!! At that size it is highly suitable for carrying to archives etc, and also I can photograph documents and scan with it. I use the main machine (Lenovo Laptop} about twice a week, and also have a 7" tablet (made in Britain!!) which runs W10, as does my elderly Samsung 11" Netbook. It originally ran XP, and I tried it with 10 on the basis that if it didn't work I would wipe the disk and instal Linux. To complete the set I have a Samsung 7" tablet which came with my original Smartphone about 5 years ago. Apart from an old Samsung phone, and two old phones which I must make my mind up about, that's it for now, until something else takes my fancy.
Title: Re: Restart problem with laptop
Post by: LizzieW on Thursday 04 January 18 17:21 GMT (UK)
Oh my word, my OH only has his 6" Asus tablet and an old 'phone that was passed on to him by me.  He's never had a new mobile in his life, always getting cast-offs usually from one of our sons.
Title: Re: Restart problem with laptop
Post by: Redroger on Thursday 04 January 18 19:00 GMT (UK)
Plus the fact I build around 2 railway models a week 2FHS meetings a month, an archaeology meeting, 2 political meetings help at home, read 4 mags a month, and a text book archaeology or politics, write in the Rail group newsletter as chairman you will conclude I am hyperactive or nuts or both! Forgot child minding as and when needed!
Title: Re: Restart problem with laptop
Post by: LizzieW on Thursday 04 January 18 23:16 GMT (UK)
Where are your FHS meetings?  I looked at the ones near me but they are more for beginners, so not what I was looking for.
Title: Re: Restart problem with laptop
Post by: Redroger on Sunday 07 January 18 18:15 GMT (UK)
As you know Lizzie, I replied by Messenger on Facebook.
Title: Re: Restart problem with laptop
Post by: LizzieW on Sunday 07 January 18 22:36 GMT (UK)
Yes thanks Roger and I replied the same way.  :)