Precision Mobile Workstations

2 Bronze

Laptop "Soft" Shuts Down Randomly

The Problem:

My laptop started to "Soft" shut down randomly when NOT in safe mode starting in Mid-October.  I am not able to stop or abort the shut down process.  When in Safe Mode w/ Networking, it does not experience this issue (I posted this discussion from safe mode).  It definitely seems that when the computer is doing something more intensive it is more likely to start shutting down at that very moment.  Once I start to get the shut downs, it occurs much more often and it can start to occur even on the login screen before I log into Windows 10.  My friend suspects this is a Software, not hardware issue because it does not kill the power immediately or BSOD, and does not occur in safe mode.

Note: Although it would be considered a "Soft" shut down, it does shut off rather quickly...I would say always in under 15 seconds from when the Shut down screen is first displayed to me.  When this happened with Discord open, not only could I not open it again after restart due to file corruption, but I was not able to reinstall Discord either.  I had to use a separate uninstaller program to remove the files before I could reinstall Discord.  When I tried to uninstall Discord from Control Panel --> Add/Remove Programs, it said it could not uninstall because it does not exist on the computer.  My point is that the "Soft" Shut Down I am experiencing is aggressive and kills all open applications fast.  It does not display that "Not Responding" screen I am used to when telling the laptop to shut down.

 

The Full Story:

  1. Back in Mid-October, my laptop started to randomly enter the shut down screen while I was working.  I think this is being caused by either a Dell, Intel, or Windows update, because I never had this problem in the past.  This started to occur after both a Windows update and an Intel drivers update (both were updated on the same day).
  2. At first I thought to make sure I had all the latest windows updates.  I did.
  3. I then checked all the drivers I could find.  Everything was up to date that I could see.
  4. I then performed a system recovery by holding the power button when the Dell startup logo comes up 2 times, then a menu appeared to do this.
  5. I found that after performing system recovery, I was able to use the computer for up to 1 to 3 days before the random shut downs started to occur again.
  6. In order to fix this issue once and for all, I decided to back up all my files on a network drive (I have 2 computers), and perform a clean reinstall of the Windows 10 operating system.  I accessed this feature by holding the power button 2x during boot again the same way I did for getting to system recovery.
  7. After reinstalling windows, I started to add some of my old programs and files again thinking all was well.  Everything worked fine until I tried to Download a game on Steam with Discord open as well.  Then i got the dreaded "Soft" Shut Down screen again.  Then a few objects took flight...
  8.  I decided to give safe mode a shot again.  I ran that same download in Steam inside Safe mode, and was able to finish the download overnight without any shutdowns.  It has now been over 30 hours in Safe Mode without any "Soft" shut down as I type this message.
  9. I have not tried this yet, but I got my windows product key and have also received a Windows 10 installer from my friend to try clean reinstalling that way instead of from the on-computer menu.  Please let me know if you think I should try this.  I have to start over either way right now.

 

Please Help

Please offer any suggestions that you think I should try to fix this.  Sorry for being long winded...I just wanted to make sure you have all the details to help me get through this.

 

My Computer Specs from Belarc Advisor Program:

Laptop Model: Precision 7510 (Workstation Laptop)

Windows Version: Windows 10 Professional (x64) Version 1903 (build 18362.1139)

Processor: 2.90 gigahertz Intel Xeon E3-1535M v5

Memory Modules: 65426 Megabytes Usable Installed Memory

Hard Drive: PC300 NVMe SK hynix 1TB [Hard drive] (1024.20 GB)

Controllers: Intel(R) 100 Series/C230 Chipset Family SATA AHCI Controller

Display 1: Intel(R) HD Graphics P530 [Display adapter]

Display 2: NVIDIA Quadro M2000M [Display adapter]

Multimedia 1: Intel(R) Display Audio

Multimedia 2: Realtek Audio

Antivirus 1: Bitdefender Antivirus (Paid Subscription)

Antivirus 2: I also use Malwarebytes free version

Communications 1: Intel(R) Dual Band Wireless-AC 8260

Communications 2: Intel(R) Ethernet Connection (2) I219-LM

Communications 3: TAP-Windows Adapter V9

Other Devices:

Microsoft AC Adapter
Microsoft ACPI-Compliant Control Method Battery
Intel(R) Wireless Bluetooth(R)
Integrated Webcam
Dell ControlVault w/ Fingerprint Touch Sensor
Airplane Mode Switch Collection
Dell Radio Control Device
HID-compliant device
HID-compliant touch screen
HID-compliant vendor-defined device (2x)
Standard PS/2 Keyboard
Dell Touchpad [Mouse]
USB-PS/2 Optical Mouse
Realtek PCIE CardReader
NFC Proximity Provider
Trusted Platform Module 1.2
Microsoft Usbccid Smartcard Reader (WUDF) (2x)

Replies (10)
4 Ruthenium

Several possible reasons -Your computer is triggering a shutdown to protect from thermal damage. Cleaning it is good, but your fan may not be working adequately to cool your processor because it is failing.Check the air vents of your computer not just the fan just in case, Your hard drive is overheating or failing. Check the Event logs to see what they say. If you have a long list of hard drive errors, you may have a failing hard drive. Also, the heat sink flux that connects your cpu and processors to your cooling devices may have dried up/worn off if your computer is old. Also, your computer may not be up to what you are asking it to do, and the continual over processing is causing it to overheat and trigger a thermal shut down. Take it to a tech to have diagnostics done or consider upgrading.

Thank you for the reply.  In my discussion above, I explained that the computer is going through a shut down process where it tells me it is shutting down.  I am under the impression that this is NOT a thermal issue because if it was, I would not be given a warning and the computer would shut off immediately, as if the power from the battery was lost.  That is not what is happening.  I had HW Monitor displaying the CPU temps at one time when the computer entered the shut down process on me during a download, and the CPU temps at the time of the shutdown were all under 60 Celsius.  

 

I would LOVE to read event viewer to help figure this out, but I really don't understand all the Error messages.  Any helpful links on how to read event viewer would be greatly appreciated.

 

I am updating all my drivers in safe mode after reformatting windows 10.  I am now realizing that windows 10 did not get the latest video card drivers after reinstall, as an example.

 

Mine is doing the same thing, I bought mine through my college and I am going to take it to them to get it check. A machine with this much power shouln't be doing that.

 

these models will quickly shut down if the cpu overheats

use intel tool to watch whats going on

https://software.intel.com/content/www/us/en/develop/articles/intel-power-gadget.html

https://software.intel.com/content/dam/develop/external/us/en/documents/IntelPowerGadget_3.5.9.msi

 

Tell Dell that you have Bios error code  #M1004

Look in F2 Bios logs for Motherboard thermal shutdown errors.

 


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Diagnostics & Tools

2 Bronze

Is there any solution to this? Having the same issue on the same laptop model. Even the timing fits perfectly. Definitely a software issue. Tried the usual cleanups and cooling pads – all useless.

2 Bronze

I had the same problem and figured out what was causing it,

It was a windows feature update package. Uninstalled it and everything became normal.

Hello, could you tell me the exact name of that package? Did you uninstall it from the Windows settings app? Thanks. (I'm having the same "soft shutdown" issue described in the OP, on a Precision 7710.)

Update: I've downgraded the Intel Dynamic Platform and Thermal Framework driver to version 8.2.10900.330, from 2016. This has seemingly fixed the shutdown problem. However, while playing a game, the CPU throttles heavily, after a while. I'll probably repaste the heatsink next (because it can't hurt) but I'm not yet convinced that there isn't some driver/software issue too.

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