I've been having a problem for the past few weeks. My laptop can't turn off completely. When the screen gets black the laptop cooler is still running. After that I can't turn the laptop on. I have to hold the power button for a few seconds that forces it to turn off completely and only after that I can turn it on again.
Recently I replaced my HDD to SDD (Samsung EVO 850) installed Windows 10 from scratch, updated BIOS and all the drivers to the latest versions (from dell website) but still have the same problem
I tried several pieces of advice: 1. Disabled USB power management feature that can turn off usb power for a while. 2. Turned off hibernation. 3. Tried different Intel Video drivers (Windows Default, from dell web site, the latest from Intel website).
Can you help me to discover the issue, please? I believe that this is a driver/BIOS problem. It probably happened after the latest BIOS update.
Can my SSD be killed by force turn off (the power button holding)?
Does the issue occur with or without the adapter connected? Does the restart / hibernate / auto sleep and manual sleep work fine? What is the current Win 10 version installed on the system? Check in command prompt -> systeminfo.
Restart the system and check in safe mode - http://bit.ly/1LHcO2c
Enable the built in admin account and check - http://bit.ly/1JoFhcw
If you believe the issue started after BIOS update, downgrade the BIOS and check - http://dell.to/2eKx6Qz - find all the previous BIOS versions here.
Lastly, uninstall the video drivers from device manager - shutdown the system and check if the system powers off. If yes, then download the drivers from the vendor site and restart the system and check again.
Also, please click my DELL-username and write me a private conversation with the service tag and your Name for case records.
Let us know if you have any other queries.
I was about to write that I discovered the problem. I uninstalled Intel video driver and worked for two days having installed only AMD Radeon Software Crimson 16.11.2 Nov4 but suddenly this problem started again It happens when the laptop works for a period of time. If I login Windows and press turn-off button after a couple of minutes everything is OK.
Adapter doesn't affect the issue.
Hibernation and Sleep mode also don't work properly - the laptop cannot be turned on.
I downgraded the BIOS version to the previous one (A10 -> A08). Also no affect.
I'm using Windows 10 14393.447 right now.
I read some info about the problem but related to Windows 8.1. It was discovered that it was the Video drivers problem - AMD and Intel drivers conflict. But there is no info related to Windows 10. I tried so many versions of drivers that it looks useless
The Intel video driers are base and need to be installed. You could, if required, have the system run only on Intel drivers without the discrete drivers installed - in this case - AMD.
Install the Intel video driver here - http://intel.ly/1WIFPE9 - for your OS.
Restart the system and check again.
Have you checked the issue in safe mode and in built in admin account as advised in my previous post? This will help isolate if its a driver related or an OS profile conflict.
Keep us updated.
I ran in safe mode and in built in admin account and the laptop seems to turn off OK... I tried each option twice and the problem didn't appear. That's a step forward.
Thank you for the suggestions but how can I make it turn off on my main MS Windows 10 Account?
Thank you for the update.
Well, indeed the issue seems to be profile related.
If you wish you fix the existing account, then try the following:
Run sfc scan - http://bit.ly/2esu87h
Perform a clean boot and isolate the source - the startup application or the service that might be causing the issue and disable it - http://bit.ly/1WdxyWy
Run the DISM commands - http://bit.ly/23cHvvp
If you choose to disable the user account and continue with a new one - if it is a Microsoft account - you will have to convert that into a local account and then remove the account - http://bit.ly/21L98Hm
- Just ensure you have all data backed up before you do this.
Let us know if you have any other queries.
Many days have passed, so I decided to share my observations.
Right now the problem is solved.
I performed a clean installation of Windows 10 on my HDD from the official MS source. During installation I disabled internet access and did a force updates turnoff by Win Updates Disabler. Then I installed all the drivers from the official dell page except for the latest AMD Radeon.
Then I used Windows Update MiniTool to display info about Windows 10 updates. I installed all Windows 10 updates using the Tool except for the suggested drivers updates. So, I believe that they are the reason. Here is the list on the picture below. I hid the following upds.
For the first time when I installed Windows 10 on my SSD, some driver updates probably caused the problem and I couldn't cancel this process . Unfortunately Microsoft doesn't give users freedom and control of what to install from the Windows Update Agent.
Right now I don't have time to investigate which driver from the list above is involved but maybe I'll create a restore point and install them one by one to prove my theory a little bit later.
Further to the previous post.
I discovered that Intel Management Engine Interface driver caused the problem with faulty Hibernation / Turn-off!
Ver. 126.96.36.1994 was updated up to ver. 188.8.131.527. When I rolled back to the previous version (184.108.40.2064) the problem was solved.
Hope it will help someone who faced that situation. I also noticed that this problem is rather usual on some other laptops.