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DRobertson
DRobertson, Consultant / Technician
Category: Computer
Satisfied Customers: 730
Experience:  MCTS, MCDST, MCP, A+, Network+, 20+ years in IT. Support for OEMs. Computer repair business owner.
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Whenever I try to shut down, hibernate, put to sleep, my Inspiron

Resolved Question:

Whenever I try to shut down, hibernate, put to sleep, my Inspiron laptop will shutdown and then restart.
Submitted: 3 years ago.
Category: Computer
Expert:  DRobertson replied 3 years ago.

Intro:


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-----------------------------------------------

 

Good morning.

 

I saw your posting and would like to try and help.

 

I need to start by asking you and question, and if you do not know, please try this for me. This will NOT solve the issue but is a test only. When your at the desktop and you press on the power button of your laptop, does the system shut down?

 

Thanks

Customer: replied 3 years ago.

When I press the power button, the computer turns off and then restarts. Same as when I try a normal shutdown.

Expert:  DRobertson replied 3 years ago.

Ok and thanks.

 

Now I have a question about when the computer restarts, does the unit have any sort of message about NOT being shut down correctly?

 

Thanks.

Customer: replied 3 years ago.
There is no message when the computer restarts by itself. When I shut down the computer, it turns itself off and then I pull the plug, with the battery removed. When the plug is replaced, cp,[iter os turned on with the 'on' switch, it will give a improper shutdown message and then restart by itself.
Expert:  DRobertson replied 3 years ago.

Ok and thank you.

 

Now I will ask you do another test - I apologize, but these are telling me clues:

 

Restart or power up the system, if off, and just has soon as you see anything on the screen, start tapping rapidly, 4 or 5 times, the F8 key. Your going to think about just holding it down altogether, but this will cause an error, so please do not do so. Tap rapidly.


We are looking for a menu on the screen that says, "Windows Startup Menu". If you do make it there, then you will use the down arrow key and move down to "Safe Mode" and then tap Enter.

 

It will eventually get to asking a yes and no question about Safe Mode. Answer yes. Now you will go to your desktop, or if you usually have to log in, then it will ask you to do so.

 

Note also that not everything functions in this mode, and / or may look different. This is ok and normal.

 

Now in this special mode, all I would like you to do is try and shut-down the system and see if the unit reboots.

 

(To get out of this special mode, shutdown and reboot, and it will go back to normal mode.)

 

Thanks

Customer: replied 3 years ago.

I am now answering with my dial-up PC.

 

The laptop was shutdown and as instructed, F8 was pressed several times and the computer was opened in safe mode. The computer was then shutdown in the normal way and it restarted, same as the other times.

Expert:  DRobertson replied 3 years ago.

Ok and thank you.

 

I do have some other questions now:

 

In regards XXXXX XXXXX frame, when did this start?

 

Had any new software or hardware been added to the unit right before this issue started?

 

Are you aware of any updates the unit had done right before this issue started?

 

Other then this issue, does the unit operate ok when your using?

 

In regards XXXXX XXXXX and sleep -do you have your unit to do such when not being used?

 

Thanks.

Customer: replied 3 years ago.
As for the time frame, it has been doing this for a couple of weeks. It acts as though a virus has infected the machine. The computer is normally turned on about 8:00 AM, runs all day and then shut down arount 10:00 PM. I don't use Hibernate, or Sleep, it was just tested to see if the problem was also in those states. Other than the shut down problem, the computer seems to be in proper working order.
Expert:  DRobertson replied 3 years ago.

Ok, we are going to make some changes and then do a test:

 

First, open Control panel and then open "Power Options".

 

In the window that opens, choose, "Create a power plan" in the link on the left hand side of the window. Name it "Recondition" and click on next. (Do not worry about what sitting it is on for this in the power options.)

 

Set the various settings for screen brightness to full and set all the other settings above it to never. Now click on "Create". Once it flips to the next page, it will be set on the new power plan. Now click the link next to your power plan that says "Change plan settings".

 

This time you will have a link in the lower left corner that says, "Change advance power settings". Click that link.

 

When the new small window opens, (if you have one) click the link toward the top that states, "Change settings that are currently unavailable".

 

Now go down thru the list for me and make sure ALL (each and every setting) is set for always on. I mean that if something is set to save power, set it to "never", if set to turn something off, then turn it to "always on", and if set to disable something, then set to "enabled". We are wanting this unit to always stay on!

 

After all settings are changed, then click on "Apply" and then "Ok".

 

Now, do a reboot. Now this time, when at the desktop, try to do an actual shut-down.

 

I will await to advise based on your results.

 

Thank you.

Customer: replied 3 years ago.
Drat, I did all of the above changes, applied them, rebooted, shut down and the computer turned itself back on. I went to Control Panel and now can't even find the Power Options (I was going to ensure that everything was set as you wanted). Now, how do I find the Power Options?
Expert:  DRobertson replied 3 years ago.

Ok and thank you.

 

There is a way to force open the power configuration panel.

 

Click on your Start Orb (aka Start button), and then click on Run. (If you do not have a run then click on "All Programs" and then click on Accessories. Now start looking for Run, and if not there, click on "System Tools" folder and look there)

 

Now when the Run box opens, type in, "powercfg.cpl" and then tap on Enter.

 

Thanks

Customer: replied 3 years ago.
I repeated all the power actions, rebooted, shut down, and the computer restarted by itself.
Expert:  DRobertson replied 3 years ago.

Ok and thanks for trying that.

 

Now I would like you to shut off the unit. Take out the battery. Plug back in the AC, but leave out the battery.

 

Now turn on the unit and after getting to the desktop, see if the unit will shut down.

 

Leave out the battery until you hear back from me on this.

 

Thanks

Customer: replied 3 years ago.
I removed battery, shut down, removed ac, replaced ac, turned on unit, viewed desktop, shut down, unit restarted by itself. Battery remains removed.
Expert:  DRobertson replied 3 years ago.

Ok and thanks. No shut off the unit. Disconnect the AC and put in the battery.

 

No leave the AC disconnected and try to shut down while just on battery.

 

Thanks

Customer: replied 3 years ago.
Success. I shut down the unit, unplugged ac, installed battery, turned unit on under battery power, shut down unit and it remains shut down.
Expert:  DRobertson replied 3 years ago.

Ok, let me have you check a couple of areas about this.

 

Start the unit (you can plug back in the AC first), and just as soon as you start to see anything at all coming up on the screen, look for a key that talks about the system's BIOS. The key and wording differ greatly, but most are something like, "F1 for System".

 

Lets tap that key and get into the system BIOS. You will know your in that area by the fact you will not have a mouse and the screens will look like nothing you have seen before.

 

Read their directions on how to move around in these screens and areas.

 

Now lets start looking around and find out anything about the power button. Lets see if there are settings about when plugged in, the "Power Button", should do such-and-such. If you find such, lets change that to turning off the unit, not restarting.

 

Now if and when you change that setting, make sure to save your settings when you exit. The unit will reboot.

 

Now when back into Windows open the Power management panel again, like we did earlier. Go thru all those adjustments and you will find one that actually ask what should be done on the "power button" and the "on/off" buttons. Make sure both of those are set to turn off the unit. Make sure to save those settings.

 

Now lets reboot the computer and then, once back to the desktop, lets see how all is.

 

Thank you and God bless.

Customer: replied 3 years ago.
It looks like we are getting there. The BIOS enabled the LAN to power the computer with a special signal when the ac is connected. I disabled that, went to the power settings, set them to turn off. When the ac is unplugged and the unit is on battery, it will shut down. Does that sound about right? My mind is pretty scrambled from messing with this computer all day.
Expert:  DRobertson replied 3 years ago.

Now the big test is to plug in the AC with the battery and see where we stand - and yes, you have been doing great.

 

Thanks

Customer: replied 3 years ago.
When the ac is plugged in, the unit continues to restart. It will only shut down when on battery.
Expert:  DRobertson replied 3 years ago.

Ok, and as I stated earlier, there is a lot of items that can being going on in this issue.

 

Lets click on the Start Orb, now RIGHT CLICK on Computer and choose "Properties".

 

Now in the new window, click on the tab named, "Advanced".

 

Under "Startup and Recovery" click on the button that says, "Settings".

 

Now in that new window you will see a check box for "Automatically restart...", lets UNCHECK that box.

 

Now click on Apply and then Ok.

 

Now lets reboot.

 

When back to the desktop, lets then try to shut down again.

 

Let me know and thank you.

Customer: replied 3 years ago.
Automatically restart is unchecked, computer continues to restart after shutdown.
Expert:  DRobertson replied 3 years ago.

Ok and thanks.

 

I do have a lot more to be tried.

 

Ok and this one should have been checked earlier, and I failed t remember such.

 

Go back to your power management controller area and look for an area that talks about "hybrid" - make sure those are disabled.

 

Reboot and then test with another reboot.

 

Now check this:

 

If you click on the Start Button: Right Click the Shut Down button: Select Properties: In the Power button action: "Shut down". If you have to change click Apply and Ok then reboot and then check after the reboot.

 

Let me know how all goes.

 

Thanks

Customer: replied 3 years ago.
Hybrid is turned off, Power button shows 'Shut down'. Computer continues to reboot.
Expert:  DRobertson replied 3 years ago.

Your doing great and with the good Lord's help, we will prevail.

 

Click on Start (In Win7 and Vista click the Start Orb), go to Programs, and then Accessories. Now look for an icon that says, "Command Prompt" and click it to open.

 

(If using Win7 or Vista and you cannot find it, then in the search box above the Start Orb, type in, "command" and it should list it for you above the search box - In the list of items above, where you see command {may say command prompt}, RIGHT click and choose "Run as Administrator".)

 

In this black command prompt box (will show something on the black screen like, c:\windows\), I need you to type, "sfc /scannow" (<-- There is a SPACE between the C and the /) and tap on the Enter key. This will take a while to run, upwards of an hour or more.

 

Once it is done, please do a normal reboot.

 

Now lets see how we stand.

 

Thanks.

Customer: replied 3 years ago.
Scan found no problems, unit continues automatic reboot.
Expert:  DRobertson replied 3 years ago.

This will NOT fix the issue but may give us some insight.

 

Click your Start Orb and then in the search line type, "cmd". You will see that appear above the search line. When yo do RIGHT CLICK and in the small menu that comes up, click on "Run as administrator".

 

Now in the command prompt box, type:

 

powercfg -LASTWAKE

 

In the results, list those to me please.

 

Thanks

Customer: replied 3 years ago.
Wake History Count - 0
Expert:  DRobertson replied 3 years ago.

Ok, now type this in and let the unit sit - do nothing with the unit - for one minute (time this out):

 

powercfg -ENERGY -OUTPUT energytext

 

Once the one minute has passed, then click on your Start Orb and in the search line type "energytext" and when that appears in the results box above that point, double click and open that report.

 

Now copy and paste that to me please.

 

Thanks

Customer: replied 3 years ago.

The following is showing on the Commnd Prompt

 

Energy efficiency problems were found.

19 errors

10 warnings

14 Informational

 

see C:\Windows\system32\energytext for more details

' \energytext' is not recognized as an internal or external command, operable program or batch file.

 

When I type in 'energytext' in the search line, it gives me a selection of several programs to open the file, but when I select one nothing happens.

Expert:  DRobertson replied 3 years ago.

Ok, and thanks.

 

Open Computer then C drive. Now look for Windows directory, and then the system32 folder and open.

 

Now look for the file, enerytext and double click.

 

If asked again and it shows Internet Explorer (IE), then use that for opening the file.

 

Thanks

Customer: replied 3 years ago.
<html xmlns:msxsl="urn:schemas-microsoft-com:xslt" xmlns:eew="http://schemas.microsoft.com/energy/2007"> <head> <META http-equiv="Content-Type" content="text/html"> <style> body { font-family: Verdana, Arial, Helvetica, sans-serif; font-size: x-small; margin-right:1.5em} .log-entry {margin-bottom:1em;} .error-log-entry {background-color:#ffcccc; padding:4pt;} .warning-log-entry {background-color:#ffffc6; padding:4pt;} .info-log-entry {background-color:#ffffff; padding:4pt;} .log-entry-header {font-weight:bold;} .log-entry-content {margin: 2pt; } .expander { display: block; left: 0em; width: 1em; float: left; color:red; font-family:'Courier New'; font-weight:bold; text-decoration:none; padding-top:6pt;} td { font-size:x-small; font-weight: bold; } .log-entry-content table { ; } .log-entry-content td { padding: 3pt; } .detail-name { font-weight:normal; } </style> </head> <body class="st"> <h2>Power Efficiency Diagnostics Report</h2> <table> <tr> <td class="detail-name">Computer Name</td> <td>KEN-PC</td> </tr> <tr> <td class="detail-name">Scan Time</td> <td>href="http://www.justanswer.com/computer/4o820-whenever-try-shut-down-hibernate-put-sleep-inspiron.htmlT20:45:36Z</td> </tr> <tr> <td class="detail-name">Scan Duration</td> <td>60 seconds </td> </tr> <tr> <td class="detail-name">System Manufacturer</td> <td>Dell Inc.</td> </tr> <tr> <td class="detail-name">System Product Name</td> <td>Inspiron 1545</td> </tr> <tr> <td class="detail-name">BIOS Date</td> <td>12/07/2009</td> </tr> <tr> <td class="detail-name">BIOS Version</td> <td>A14</td> </tr> <tr> <td class="detail-name">OS Build</td> <td>7600</td> </tr> <tr> <td class="detail-name">Platform Role</td> <td>PlatformRoleMobile</td> </tr> <tr> <td class="detail-name">Plugged In</td> <td>true</td> </tr> <tr> <td class="detail-name">Process Count</td> <td>88</td> </tr> <tr> <td class="detail-name">Thread Count</td> <td>937</td> </tr> <tr> <td class="detail-name">Report GUID</td> <td> {4ee58b77-1039-4890-a873-5b291f6b80a1} </td> </tr> </table> <h3>Analysis Results</h3> <h4>Errors</h4> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">Power Policy:Display timeout disabled (On Battery)</div> <div class="log-entry-content"> <div class="log-entry-description">The display is not configured to turn off after a period of inactivity.</div><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">Power Policy:Dim timeout is disabled (On Battery)</div> <div class="log-entry-content"> <div class="log-entry-description">The display is not configured to automatically dim after a period of inactivity.</div><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">Power Policy:Sleep timeout is disabled (On Battery)</div> <div class="log-entry-content"> <div class="log-entry-description">The computer is not configured to automatically sleep after a period of inactivity.</div><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">Power Policy:PCI Express ASPM is disabled (On Battery)</div> <div class="log-entry-content"> <div class="log-entry-description">The current power policy for PCI Express Active State Power Management (ASPM) is configured to Off.</div><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">Power Policy:Display timeout disabled (Plugged In)</div> <div class="log-entry-content"> <div class="log-entry-description">The display is not configured to turn off after a period of inactivity.</div><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">Power Policy:Dim timeout is disabled (Plugged In)</div> <div class="log-entry-content"> <div class="log-entry-description">The display is not configured to automatically dim after a period of inactivity.</div><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">Power Policy:Sleep timeout is disabled (Plugged In)</div> <div class="log-entry-content"> <div class="log-entry-description">The computer is not configured to automatically sleep after a period of inactivity.</div><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">Power Policy:PCI Express ASPM is disabled (Plugged In)</div> <div class="log-entry-content"> <div class="log-entry-description">The current power policy for PCI Express Active State Power Management (ASPM) is configured to Off.</div><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">USB Suspend:USB Device not Entering Suspend</div> <div class="log-entry-content"> <div class="log-entry-description">The USB device did not enter the Suspend state. Processor power management may be prevented if a USB device does not enter the Suspend state when not in use.</div> <table> <tr> <td><span class="detail-name">Device Name</span></td> <td>USB Root Hub</td> </tr> <tr> <td><span class="detail-name">Host Controller ID</span></td> <td>PCI\VEN_8086&amp;DEV_2937</td> </tr> <tr> <td><span class="detail-name">Host Controller Location</span></td> <td>PCI bus 0, device 26, function 0</td> </tr> <tr> <td><span class="detail-name">Device ID</span></td> <td>USB\VID_8086&amp;PID_2937</td> </tr> <tr> <td><span class="detail-name">Port Path</span></td> <td></td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">USB Suspend:USB Device not Entering Suspend</div> <div class="log-entry-content"> <div class="log-entry-description">The USB device did not enter the Suspend state. Processor power management may be prevented if a USB device does not enter the Suspend state when not in use.</div> <table> <tr> <td><span class="detail-name">Device Name</span></td> <td>USB Root Hub</td> </tr> <tr> <td><span class="detail-name">Host Controller ID</span></td> <td>PCI\VEN_8086&amp;DEV_2934</td> </tr> <tr> <td><span class="detail-name">Host Controller Location</span></td> <td>PCI bus 0, device 29, function 0</td> </tr> <tr> <td><span class="detail-name">Device ID</span></td> <td>USB\VID_8086&amp;PID_2934</td> </tr> <tr> <td><span class="detail-name">Port Path</span></td> <td></td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">USB Suspend:USB Device not Entering Suspend</div> <div class="log-entry-content"> <div class="log-entry-description">The USB device did not enter the Suspend state. Processor power management may be prevented if a USB device does not enter the Suspend state when not in use.</div> <table> <tr> <td><span class="detail-name">Device Name</span></td> <td>USB Root Hub</td> </tr> <tr> <td><span class="detail-name">Host Controller ID</span></td> <td>PCI\VEN_8086&amp;DEV_293A</td> </tr> <tr> <td><span class="detail-name">Host Controller Location</span></td> <td>PCI bus 0, device 29, function 7</td> </tr> <tr> <td><span class="detail-name">Device ID</span></td> <td>USB\VID_8086&amp;PID_293A</td> </tr> <tr> <td><span class="detail-name">Port Path</span></td> <td></td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">USB Suspend:USB Device not Entering Suspend</div> <div class="log-entry-content"> <div class="log-entry-description">The USB device did not enter the Suspend state. Processor power management may be prevented if a USB device does not enter the Suspend state when not in use.</div> <table> <tr> <td><span class="detail-name">Device Name</span></td> <td>Generic USB Hub</td> </tr> <tr> <td><span class="detail-name">Host Controller ID</span></td> <td>PCI\VEN_8086&amp;DEV_293A</td> </tr> <tr> <td><span class="detail-name">Host Controller Location</span></td> <td>PCI bus 0, device 29, function 7</td> </tr> <tr> <td><span class="detail-name">Device ID</span></td> <td>USB\VID_1A40&amp;PID_0href="http://www.justanswer.com/computer/4o820-whenever-try-shut-down-hibernate-put-sleep-inspiron.html</td> </tr> <tr> <td><span class="detail-name">Port Path</span></td> <td>1</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">USB Suspend:USB Device not Entering Suspend</div> <div class="log-entry-content"> <div class="log-entry-description">The USB device did not enter the Suspend state. Processor power management may be prevented if a USB device does not enter the Suspend state when not in use.</div> <table> <tr> <td><span class="detail-name">Device Name</span></td> <td>Generic USB Hub</td> </tr> <tr> <td><span class="detail-name">Host Controller ID</span></td> <td>PCI\VEN_8086&amp;DEV_293A</td> </tr> <tr> <td><span class="detail-name">Host Controller Location</span></td> <td>PCI bus 0, device 29, function 7</td> </tr> <tr> <td><span class="detail-name">Device ID</span></td> <td>USB\VID_1A40&amp;PID_0101</td> </tr> <tr> <td><span class="detail-name">Port Path</span></td> <td>1,1</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">USB Suspend:USB Device not Entering Suspend</div> <div class="log-entry-content"> <div class="log-entry-description">The USB device did not enter the Suspend state. Processor power management may be prevented if a USB device does not enter the Suspend state when not in use.</div> <table> <tr> <td><span class="detail-name">Device Name</span></td> <td>Generic USB Hub</td> </tr> <tr> <td><span class="detail-name">Host Controller ID</span></td> <td>PCI\VEN_8086&amp;DEV_2937</td> </tr> <tr> <td><span class="detail-name">Host Controller Location</span></td> <td>PCI bus 0, device 26, function 0</td> </tr> <tr> <td><span class="detail-name">Device ID</span></td> <td>USB\VID_0A5C&amp;PID_4500</td> </tr> <tr> <td><span class="detail-name">Port Path</span></td> <td>1</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">USB Suspend:USB Device not Entering Suspend</div> <div class="log-entry-content"> <div class="log-entry-description">The USB device did not enter the Suspend state. Processor power management may be prevented if a USB device does not enter the Suspend state when not in use.</div> <table> <tr> <td><span class="detail-name">Device Name</span></td> <td>USB Composite Device</td> </tr> <tr> <td><span class="detail-name">Host Controller ID</span></td> <td>PCI\VEN_8086&amp;DEV_2934</td> </tr> <tr> <td><span class="detail-name">Host Controller Location</span></td> <td>PCI bus 0, device 29, function 0</td> </tr> <tr> <td><span class="detail-name">Device ID</span></td> <td>USB\VID_046D&amp;PID_C52F</td> </tr> <tr> <td><span class="detail-name">Port Path</span></td> <td>2</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">USB Suspend:USB Device not Entering Suspend</div> <div class="log-entry-content"> <div class="log-entry-description">The USB device did not enter the Suspend state. Processor power management may be prevented if a USB device does not enter the Suspend state when not in use.</div> <table> <tr> <td><span class="detail-name">Device Name</span></td> <td>USB Mass Storage Device</td> </tr> <tr> <td><span class="detail-name">Host Controller ID</span></td> <td>PCI\VEN_8086&amp;DEV_293A</td> </tr> <tr> <td><span class="detail-name">Host Controller Location</span></td> <td>PCI bus 0, device 29, function 7</td> </tr> <tr> <td><span class="detail-name">Device ID</span></td> <td>USB\VID_1221&amp;PID_3234</td> </tr> <tr> <td><span class="detail-name">Port Path</span></td> <td>1,1,2</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">USB Suspend:USB Device not Entering Suspend</div> <div class="log-entry-content"> <div class="log-entry-description">The USB device did not enter the Suspend state. Processor power management may be prevented if a USB device does not enter the Suspend state when not in use.</div> <table> <tr> <td><span class="detail-name">Device Name</span></td> <td>USB Input Device</td> </tr> <tr> <td><span class="detail-name">Host Controller ID</span></td> <td>PCI\VEN_8086&amp;DEV_2937</td> </tr> <tr> <td><span class="detail-name">Host Controller Location</span></td> <td>PCI bus 0, device 26, function 0</td> </tr> <tr> <td><span class="detail-name">Device ID</span></td> <td>USB\VID_413C&amp;PID_8161</td> </tr> <tr> <td><span class="detail-name">Port Path</span></td> <td>1,1</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">USB Suspend:USB Device not Entering Suspend</div> <div class="log-entry-content"> <div class="log-entry-description">The USB device did not enter the Suspend state. Processor power management may be prevented if a USB device does not enter the Suspend state when not in use.</div> <table> <tr> <td><span class="detail-name">Device Name</span></td> <td>USB Input Device</td> </tr> <tr> <td><span class="detail-name">Host Controller ID</span></td> <td>PCI\VEN_8086&amp;DEV_2937</td> </tr> <tr> <td><span class="detail-name">Host Controller Location</span></td> <td>PCI bus 0, device 26, function 0</td> </tr> <tr> <td><span class="detail-name">Device ID</span></td> <td>USB\VID_413C&amp;PID_8162</td> </tr> <tr> <td><span class="detail-name">Port Path</span></td> <td>1,2</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" error-log-entry "> <div class="log-entry-header">CPU Utilization:Processor utilization is high</div> <div class="log-entry-content"> <div class="log-entry-description">The average processor utilization during the trace was high. The system will consume less power when the average processor utilization is very low. Review processor utilization for individual processes to determine which applications and services contribute the most to total processor utilization.</div> <table> <tr> <td><span class="detail-name">Average Utilization (%)</span></td> <td>5.04</td> </tr> </table><span></span></div> </div> </div> <h4>Warnings</h4> <div class="log-entry"> <div class=" warning-log-entry "> <div class="log-entry-header">Platform Timer Resolution:Platform Timer Resolution</div> <div class="log-entry-content"> <div class="log-entry-description">The default platform timer resolution is 15.6ms (15625000ns) and should be used whenever the system is idle. If the timer resolution is increased, processor power management technologies may not be effective. The timer resolution may be increased due to multimedia playback or graphical animations.</div> <table> <tr> <td><span class="detail-name">Current Timer Resolution (100ns units)</span></td> <td>10000</td> </tr> <tr> <td><span class="detail-name">Maximum Timer Period (100ns units)</span></td> <td>156001</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" warning-log-entry "> <div class="log-entry-header">Platform Timer Resolution:Outstanding Timer Request</div> <div class="log-entry-content"> <div class="log-entry-description">A program or service has requested a timer resolution smaller than the platform maximum timer resolution.</div> <table> <tr> <td><span class="detail-name">Requested Period</span></td> <td>10000</td> </tr> <tr> <td><span class="detail-name">Requesting Process ID</span></td> <td>2388</td> </tr> <tr> <td><span class="detail-name">Requesting Process Path</span></td> <td>\Device\HarddiskVolume3\Program Files\Internet Explorer\iexplore.exe</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" warning-log-entry "> <div class="log-entry-header">Power Policy:Minimum processor performance state is high (On Battery)</div> <div class="log-entry-content"> <div class="log-entry-description">The lowest processor performance state is greater than 75% of the maximum processor performance.</div> <table> <tr> <td><span class="detail-name">Minimum performance state (% of maximum performance)</span></td> <td>81</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" warning-log-entry "> <div class="log-entry-header">Power Policy:802.11 Radio Power Policy is Maximum Performance (Plugged In)</div> <div class="log-entry-content"> <div class="log-entry-description">The current power policy for 802.11-compatible wireless network adapters is not configured to use low-power modes.</div><span></span></div> </div> </div> <div class="log-entry"> <div class=" warning-log-entry "> <div class="log-entry-header">CPU Utilization:Individual process with significant processor utilization.</div> <div class="log-entry-content"> <div class="log-entry-description">This process is responsible for a significant portion of the total processor utilization recorded during the trace.</div> <table> <tr> <td><span class="detail-name">Process Name</span></td> <td>mswinext.exe</td> </tr> <tr> <td><span class="detail-name">PID</span></td> <td>4736</td> </tr> <tr> <td><span class="detail-name">Average Utilization (%)</span></td> <td>0.60</td> </tr> <tr> <td><span class="detail-name"> Module </span></td> <td><span class="detail-name"> Average Module Utilization (%) </span></td> </tr> <tr> <td>\SystemRoot\system32\ntoskrnl.exe</td> <td>0.21</td> </tr> <tr> <td>\SystemRoot\System32\win32k.sys</td> <td>0.10</td> </tr> <tr> <td>\Device\HarddiskVolume3\Windows\SysWOW64\user32.dll</td> <td>0.04</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" warning-log-entry "> <div class="log-entry-header">CPU Utilization:Individual process with significant processor utilization.</div> <div class="log-entry-content"> <div class="log-entry-description">This process is responsible for a significant portion of the total processor utilization recorded during the trace.</div> <table> <tr> <td><span class="detail-name">Process Name</span></td> <td>System</td> </tr> <tr> <td><span class="detail-name">PID</span></td> <td>4</td> </tr> <tr> <td><span class="detail-name">Average Utilization (%)</span></td> <td>0.46</td> </tr> <tr> <td><span class="detail-name"> Module </span></td> <td><span class="detail-name"> Average Module Utilization (%) </span></td> </tr> <tr> <td>\SystemRoot\system32\DRIVERS\bcmwl664.sys</td> <td>0.21</td> </tr> <tr> <td>\SystemRoot\system32\ntoskrnl.exe</td> <td>0.15</td> </tr> <tr> <td>\SystemRoot\system32\DRIVERS\ACPI.sys</td> <td>0.03</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" warning-log-entry "> <div class="log-entry-header">CPU Utilization:Individual process with significant processor utilization.</div> <div class="log-entry-content"> <div class="log-entry-description">This process is responsible for a significant portion of the total processor utilization recorded during the trace.</div> <table> <tr> <td><span class="detail-name">Process Name</span></td> <td>iexplore.exe</td> </tr> <tr> <td><span class="detail-name">PID</span></td> <td>2388</td> </tr> <tr> <td><span class="detail-name">Average Utilization (%)</span></td> <td>0.40</td> </tr> <tr> <td><span class="detail-name"> Module </span></td> <td><span class="detail-name"> Average Module Utilization (%) </span></td> </tr> <tr> <td>\Device\HarddiskVolume3\Windows\System32\mshtml.dll</td> <td>0.09</td> </tr> <tr> <td>\Device\HarddiskVolume3\Windows\System32\jscript.dll</td> <td>0.07</td> </tr> <tr> <td>\SystemRoot\System32\win32k.sys</td> <td>0.06</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" warning-log-entry "> <div class="log-entry-header">CPU Utilization:Individual process with significant processor utilization.</div> <div class="log-entry-content"> <div class="log-entry-description">This process is responsible for a significant portion of the total processor utilization recorded during the trace.</div> <table> <tr> <td><span class="detail-name">Process Name</span></td> <td>aoltpspd.exe</td> </tr> <tr> <td><span class="detail-name">PID</span></td> <td>1792</td> </tr> <tr> <td><span class="detail-name">Average Utilization (%)</span></td> <td>0.31</td> </tr> <tr> <td><span class="detail-name"> Module </span></td> <td><span class="detail-name"> Average Module Utilization (%) </span></td> </tr> <tr> <td>\SystemRoot\system32\ntoskrnl.exe</td> <td>0.15</td> </tr> <tr> <td>\Device\HarddiskVolume3\Program Files (x86)\Common Files\AOL\TopSpeed\2.0\velocity.dll</td> <td>0.05</td> </tr> <tr> <td>\SystemRoot\system32\drivers\afd.sys</td> <td>0.03</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" warning-log-entry "> <div class="log-entry-header">CPU Utilization:Individual process with significant processor utilization.</div> <div class="log-entry-content"> <div class="log-entry-description">This process is responsible for a significant portion of the total processor utilization recorded during the trace.</div> <table> <tr> <td><span class="detail-name">Process Name</span></td> <td>csrss.exe</td> </tr> <tr> <td><span class="detail-name">PID</span></td> <td>480</td> </tr> <tr> <td><span class="detail-name">Average Utilization (%)</span></td> <td>0.27</td> </tr> <tr> <td><span class="detail-name"> Module </span></td> <td><span class="detail-name"> Average Module Utilization (%) </span></td> </tr> <tr> <td>\SystemRoot\System32\win32k.sys</td> <td>0.15</td> </tr> <tr> <td>\SystemRoot\system32\ntoskrnl.exe</td> <td>0.09</td> </tr> <tr> <td>\SystemRoot\system32\DRIVERS\igdkmd64.sys</td> <td>0.01</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" warning-log-entry "> <div class="log-entry-header">CPU Utilization:Individual process with significant processor utilization.</div> <div class="log-entry-content"> <div class="log-entry-description">This process is responsible for a significant portion of the total processor utilization recorded during the trace.</div> <table> <tr> <td><span class="detail-name">Process Name</span></td> <td>realplay.exe</td> </tr> <tr> <td><span class="detail-name">PID</span></td> <td>4616</td> </tr> <tr> <td><span class="detail-name">Average Utilization (%)</span></td> <td>0.25</td> </tr> <tr> <td><span class="detail-name"> Module </span></td> <td><span class="detail-name"> Average Module Utilization (%) </span></td> </tr> <tr> <td>\SystemRoot\system32\ntoskrnl.exe</td> <td>0.10</td> </tr> <tr> <td>\SystemRoot\System32\win32k.sys</td> <td>0.03</td> </tr> <tr> <td>\Device\HarddiskVolume3\Windows\SysWOW64\user32.dll</td> <td>0.01</td> </tr> </table><span></span></div> </div> </div> <h4>Information</h4> <div class="log-entry"> <div class=" info-log-entry "> <div class="log-entry-header">Platform Timer Resolution:Timer Request Stack</div> <div class="log-entry-content"> <div class="log-entry-description">The stack of modules responsible for the lowest platform timer setting in this process.</div> <table> <tr> <td><span class="detail-name">Requested Period</span></td> <td>10000</td> </tr> <tr> <td><span class="detail-name">Requesting Process ID</span></td> <td>2388</td> </tr> <tr> <td><span class="detail-name">Requesting Process Path</span></td> <td>\Device\HarddiskVolume3\Program Files\Internet Explorer\iexplore.exe</td> </tr> <tr> <td><span class="detail-name"> Calling Module Stack </span></td> <td>\Device\HarddiskVolume3\Windows\System32\ntdll.dll</td> </tr> <tr> <td><span class="detail-name"></span></td> <td>\Device\HarddiskVolume3\Windows\System32\winmm.dll</td> </tr> <tr> <td><span class="detail-name"></span></td> <td>\Device\HarddiskVolume3\Windows\System32\quartz.dll</td> </tr> <tr> <td><span class="detail-name"></span></td> <td>\Device\HarddiskVolume3\Windows\System32\ole32.dll</td> </tr> <tr> <td><span class="detail-name"></span></td> <td>\Device\HarddiskVolume3\Windows\System32\ieframe.dll</td> </tr> <tr> <td><span class="detail-name"></span></td> <td>\Device\HarddiskVolume3\Program Files\Internet Explorer\IEShims.dll</td> </tr> <tr> <td><span class="detail-name"></span></td> <td>\Device\HarddiskVolume3\Windows\System32\devenum.dll</td> </tr> <tr> <td><span class="detail-name"></span></td> <td>\Device\HarddiskVolume3\Windows\System32\quartz.dll</td> </tr> <tr> <td><span class="detail-name"></span></td> <td>\Device\HarddiskVolume3\Windows\System32\user32.dll</td> </tr> <tr> <td><span class="detail-name"></span></td> <td>\Device\HarddiskVolume3\Windows\System32\quartz.dll</td> </tr> <tr> <td><span class="detail-name"></span></td> <td>\Device\HarddiskVolume3\Windows\System32\kernel32.dll</td> </tr> <tr> <td><span class="detail-name"></span></td> <td>\Device\HarddiskVolume3\Windows\System32\ntdll.dll</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" info-log-entry "> <div class="log-entry-header">Power Policy:Active Power Plan</div> <div class="log-entry-content"> <div class="log-entry-description">The current power plan in use</div> <table> <tr> <td><span class="detail-name"> Plan Name </span></td> <td> Custom </td> </tr> <tr> <td><span class="detail-name">Plan GUID</span></td> <td>{cbbf6d37-3901-48e2-865c-ed0395413062}</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" info-log-entry "> <div class="log-entry-header">Power Policy:Power Plan Personality (On Battery)</div> <div class="log-entry-content"> <div class="log-entry-description">The personality of the current power plan when the system is on battery power.</div> <table> <tr> <td><span class="detail-name">Personality</span></td> <td> Balanced </td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" info-log-entry "> <div class="log-entry-header">Power Policy:Video Quality (On Battery)</div> <div class="log-entry-content"> <div class="log-entry-description">Enables Windows Media Player to optimize for quality or power savings when playing video.</div> <table> <tr> <td><span class="detail-name">Quality Mode</span></td> <td> Balance Video Quality and Power Savings </td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" info-log-entry "> <div class="log-entry-header">Power Policy:Power Plan Personality (Plugged In)</div> <div class="log-entry-content"> <div class="log-entry-description">The personality of the current power plan when the system is plugged in.</div> <table> <tr> <td><span class="detail-name">Personality</span></td> <td> Balanced </td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" info-log-entry "> <div class="log-entry-header">Power Policy:Video quality (Plugged In)</div> <div class="log-entry-content"> <div class="log-entry-description">Enables Windows Media Player to optimize for quality or power savings when playing video.</div> <table> <tr> <td><span class="detail-name">Quality Mode</span></td> <td> Optimize for Video Quality </td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" info-log-entry "> <div class="log-entry-header">System Availability Requests:Analysis Success</div> <div class="log-entry-content"> <div class="log-entry-description">Analysis was successful. No energy efficiency problems were found. No information was returned.</div><span></span></div> </div> </div> <div class="log-entry"> <div class=" info-log-entry "> <div class="log-entry-header">Battery:Battery Information</div> <div class="log-entry-content"> <div class="log-entry-description"></div> <table> <tr> <td><span class="detail-name">Battery ID</span></td> <td>3003SMP-SDI2.2DELL XR6820</td> </tr> <tr> <td><span class="detail-name">Manufacturer</span></td> <td>SMP-SDI2.2</td> </tr> <tr> <td><span class="detail-name">Serial Number</span></td> <td>3003</td> </tr> <tr> <td><span class="detail-name">Chemistry</span></td> <td>LION</td> </tr> <tr> <td><span class="detail-name">Long Term</span></td> <td>1</td> </tr> <tr> <td><span class="detail-name">Design Capacity</span></td> <td>32560</td> </tr> <tr> <td><span class="detail-name">Last Full Charge</span></td> <td>26729</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" info-log-entry "> <div class="log-entry-header">Platform Power Management Capabilities:Supported Sleep States</div> <div class="log-entry-content"> <div class="log-entry-description">Sleep states allow the computer to enter low-power modes after a period of inactivity. The S3 sleep state is the default sleep state for Windows platforms. The S3 sleep state consumes only enough power to preserve memory contents and allow the computer to resume working quickly. Very few platforms support the S1 or S2 Sleep states.</div> <table> <tr> <td><span class="detail-name">S1 Sleep Supported</span></td> <td>false</td> </tr> <tr> <td><span class="detail-name">S2 Sleep Supported</span></td> <td>false</td> </tr> <tr> <td><span class="detail-name">S3 Sleep Supported</span></td> <td>true</td> </tr> <tr> <td><span class="detail-name">S4 Sleep Supported</span></td> <td>true</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" info-log-entry "> <div class="log-entry-header">Platform Power Management Capabilities:Adaptive Display Brightness is supported.</div> <div class="log-entry-content"> <div class="log-entry-description">This computer enables Windows to automatically control the brightness of the integrated display.</div><span></span></div> </div> </div> <div class="log-entry"> <div class=" info-log-entry "> <div class="log-entry-header">Platform Power Management Capabilities:Processor Power Management Capabilities</div> <div class="log-entry-content"> <div class="log-entry-description">Effective processor power management enables the computer to automatically balance performance and energy consumption.</div> <table> <tr> <td><span class="detail-name">Group</span></td> <td>0</td> </tr> <tr> <td><span class="detail-name">Index</span></td> <td>0</td> </tr> <tr> <td><span class="detail-name">Idle (C) State Count</span></td> <td>3</td> </tr> <tr> <td><span class="detail-name">Performance (P) State Count</span></td> <td>3</td> </tr> <tr> <td><span class="detail-name">Throttle (T) State Count</span></td> <td>8</td> </tr> </table><span></span></div> </div> </div> <div class="log-entry"> <div class=" info-log-entry "> <div class="log-entry-header">Platform Power Management Capabilities:Processor Power Management Capabilities</div> <div class="log-entry-content"> <div class="log-entry-description">Effective processor power management enables the computer to automatically balance performance and energy consumption.</div> <table> <tr> <td><span class="detail-name">Group</span></td> <td>0</td> </tr> <tr> <td><span class="detail-name">Index</span></td> <td>1</td> </tr> <tr> <td><span class="detail-name">Idle (C) State Count</span></td> <td>3</td> </tr> <tr> <td><span class="detail-name">Performance (P) State Count</span></td> <td>3</td> </tr> <tr> <td><span class="detail-name">Throttle (T) State Count</span></td> <td>8</td> </tr> </table><span></span></div> </div> </div> </body> </html>
Expert:  DRobertson replied 3 years ago.

Ok, let me look over this and I will respond asap.

 

Thanks.

Expert:  DRobertson replied 3 years ago.

Ok, I used the code and had my IE pull it up in a report.

 

The amazing part is that according to the report there is not a single point that is "wrong"with the system.

 

All your errors and warnings are due to us making those cusXXXXX XXXXXes to the power plan and now those settings are not the best for the system, but otherwise, there is no issue with the way power management is running.

 

Ok, so what does this tell us then. Well the issue is probably an actual driver that is "not quite right", and what we are seeing is a "side effect" of that issue.

 

This now makes all of this even more complicated because this opens us up to 40+ possibilities.

 

Ok, so here is what I would like you to do:

 

Click your Start Orb. Now RIGHT CLICK on Computer. In the menu, click on "Manage". A window will open.

 

Now on the left you will see an entry in that window named, "Device Manager". Click and highlight that entry.

 

Now in the main pane of the window you should see a whole lot of items listed. Each one of these items (category) has a small right facing arrow next to it, that when clicked on, will expand that item to show the 'Drivers' for that category.

 

Now I need you to look at those categories and tell me if you see one named, "Other" or "Unknown"?

 

Thanks.

Customer: replied 3 years ago.

Good morning:

 

All the items have been checked and rechecked, along with driver details. They all have the Microsoft seal of approval.

Expert:  DRobertson replied 3 years ago.

Good morning.

 

Ok, so now what we are going to do is set the system to run in a state of not having a lot of "extras" going on in the background:

 

Click on Start (If Vista or Windows 7, then it is the Start Orb), then click on Run.

(In Win7 and Vista - If you do NOT have the RUN, then click the Start Orb, then in the Search Box, type MSCONFIG, and it should show it in the Search Results area above the Search Box. RIGHT click it and chose, "Ran As Administrator" Then follow the rest of the instructions.)

 

A run box will open and in it, I need you to type, "msconfig" (WITHOUT THE "")

 

Now tap the Enter key.

 

A new window will open. I need you to click on the tab that says, Startup. It will change to that page of the window.

 

In that page of that tab, look for the button (lower left hand corner usually) that says, "Disable All"

 

Click on that button. Now click the button below it that says, "Apply"

 

Now click the button that says, "Ok"

 

Now it should ask (if not, do so anyway) you to reboot your system. Let it do a normal reboot.

 

Now try from the new desktop to reboot.

 

If no change, then do below (note the one below will look almost exactly like the one above, but is not):

 

Click on Start (If Vista or Windows 7, then it is the Start Orb), then click on Run.

(In Win7 and Vista - If you do NOT have the RUN, then click the Start Orb, then in the Search Box, type MSCONFIG, and it should show it in the Search Results area above the Search Box. RIGHT click it and chose, "Ran As Administrator" Then follow the rest of the instructions.)

 

A run box will open and in it, I need you to type, "msconfig" (WITHOUT THE "")

 

Now tap the Enter key.

 

A new window will open. I need you to click on the tab that says, Services. It will change to that page of the window.

 

In that page of that tab, look for the check box (lower left hand corner usually) that says, "His all Microsoft services".

 

Check that box.

 

Now we need to look at those items that remain and UNCHECK ALL of those.

 

Now click the button below it that says, "Apply"

 

Now click the button that says, "Ok"

 

Now it should ask (if not, do so anyway) you to reboot your system. Let it do a normal reboot.

 

Now when back to the desktop let see how all is for us.

 

I await your responses.

 

God bless.

Customer: replied 3 years ago.

All the items in 'Startup' were disabled, the unit continues to restart on its own.

All non MS services were disabled, unit rebooted, I did a normal shutdown and the computer restarted on its own.

Expert:  DRobertson replied 3 years ago.

Ok and thanks.

 

Do this:

 

Press and hold down your "Windows" key, now tap the 'R' key and let go of all.

 

Now type in regedit and tap on the Enter key.

 

Now Registry Editor should open.

 

Now this window will have "stange" items in it for data. Take your time and follow my directions. If you get "stuck" or have a question, do not guess - ask first - this is the area Windows runs from and a "mistake" can make all of your Windows unusuable. Also, a word like, "Software" and "software" are NOT the same in this. So make sure to match my words exactly.

 

On the left side of the screen is a separate are called "Keys".

 

Click the small right facing arrow next to HKEY_LOCAL_MACHINE.

 

Now the arrow will expand items under that entry. Look and click the arrow next to Software.

 

Now click the arrow next to Microsoft.

 

Now click next to Windows NT.

 

Now click next to CurrentVersion.

 

Now click and highlight the actual entry of Winlogon. When you click on Winlogon, and main pane of the window will show various items in that pane.

 

I need you to see IF you have a entry named, "PowerdownAfterShutdown":

 

IF YES YOU HAVE THAT ENTRY: Then double click that entry and change the number:

 

If the number is "1", then change to "0".

If the number is "0", then change to "1".

 

IF NO YOU DO NOT HAVE THAT ENTRY: Then in any blank area of that main pane of the window, RIGHT CLICK and choose 'New" and in the small menu you see there, click on "String Value". A new line will appear in that main pane. Name this "PowerdownAfterShutdown" (no quotes, and all together on the word)

 

Now tap Enter.

 

Now double click that new entry you made named, PowerdownAfterShutdown. A window will open.

 

In the "Value data" line, place a '1'. (no quotes). Now click Ok.

 

Now close Registry Editor.

 

Now reboot. Once back up and running, let test the system

 

Thank you.

Customer: replied 3 years ago.

Value data line has been changed from '0' to '1'.

Machine was rebooted, shut down and it restarted on its own.

Expert:  DRobertson replied 3 years ago.

Ok, let me make sure of something. We you shut down, and got back to the desktop, thats when you tried to shut down again, right?

 

I ask because the first restart does not have the change in effect - due to you having to let Windows reload it's registry the second time for that change to be in effect.

 

Thanks

Customer: replied 3 years ago.
Yes, after I changed the Data line and clicked on "OK", I clicked on restart. After the computer rebooted, i did a normal shutdown, the computer restarted on its own.
Expert:  DRobertson replied 3 years ago.

Ok and I thought so, but wanted to double check.

 

Let me ask two questions:

 

This unit was not originally something other then Windows 7, like XP was it?

 

The unit did reboot normally with Windows 7 for a time right?

 

Thanks

 

 

Customer: replied 3 years ago.

Yes, the unit was purchased directly from Dell last August with Windows 7 installed. It has operated normally, with no problems until just a couple of weeks ago.

jThis PC unit that I am using was purchased from Dell in March 2007, with Vista installed. I have transferred most of my files from this PC to the laptop, but this PC is running in a normal mode with no problems.

Expert:  DRobertson replied 3 years ago.

And I am asking this to double check and also because I have had clients not remember such:

 

Right before - the last point you did - the issue started, did you transfer something?

 

Also, when you state, "files", you do NOT mean like transferring a favorite disk burning program or such, just stuff like pictures, spreadsheets, etc?

 

Thank

Customer: replied 3 years ago.

I'm not sure of dates, but I did install a 2007 version of Microsoft Office, it seems to be working normally. The Office startup that came installed on the new computer hasn't been working with much satisfaction, so I went with the older version. I tried to install a network for the Home Group, but the Windowss 7 can't talk to the Vista version, so that didn't work.

I will give any further info that I can recall. Like you said, memories can be a bit shaky.

Expert:  DRobertson replied 3 years ago.

Hey I do understand so much!

 

Ok, lets try this:

 

Go back to Device Manager.

 

Go down to 'Network Adapters' and click the arrow next to that entry. In the new items below that line, right click and choose 'Properties'.

 

Now in the new window, find a tab named, "Power Management" and click.

 

Now look for a check box that states, "Allow this device to wake up the computer from standby mode." UNCHECK IT.

 

Be sure of you had to change the box to unchecked to click on Apply and Ok.

 

Now lets reboot and test.

 

Thanks.

Customer: replied 3 years ago.

When I open 'Network adapters', I have:

 

Dell Wireless 1397 WLAN Mini-Card

Marvell Yukon 88E8040 PCI-E Fast Ethernet Controller

Microsoft Virtual WiFi Miniport Adapter

 

Each one has the box checked 'Allow the computer to turn off this device to save power.

 

None has the box checked 'Allow this device to wake the computer

Expert:  DRobertson replied 3 years ago.

Ok, stay in Device Manager and now find (if you have this - you may not) the category IEEE1394. Anything listed under that category, make sure this is CHECK' on "Allow the computer to turn off this device to save power".

 

Now reboot and try.

 

Thanks

Customer: replied 3 years ago.

I can't locate the IEEE1394

 

My daughter had been using this laptop to log on to the internet and had many problems with it shutting down on her. She even changed her 'user name' and switched to that but still had problems. She now has her own computer and doesn't use this any longer.

Expert:  DRobertson replied 3 years ago.

Ok, and thanks.

 

So do you mean that the computer is not being used for any one person - so that if we decided to just wipe and reinstall all, that would be ok?

 

Thanks

Customer: replied 3 years ago.
Yes, I am the only user. We can erase any other user and just leave me.
Expert:  DRobertson replied 3 years ago.

Oh ok and thanks. I was meaning if you meant to just wipe all and reinstall for the whole system.

 

Try this small test and tell me if the unit shuts down for us:

 

Bring up a command prompt and then type:

 

shutdown -s -t 0

 

Now tap the Enter key. The unit shut down and off on it's own.

 

Let me know and thanks.

Customer: replied 3 years ago.
The unit shut down and restarted by itself.
Expert:  DRobertson replied 3 years ago.

Ok, so what we are going to have to do now is called an overlay. An overlay usually does not destroy data or programs, but will reload all of WIndows files. Which, with all we have done, is where this issue is located:

 

We can do what is called an "OS Overlay". NOTE: THIS WILL NOT DESTROY YOUR DATA, BUT READ SO YOU KNOW HOW TO DO IT RIGHT FIRST.

 

What you will do, is boot to the Windows CD that came with your system. Put it into the CD tray and reboot the system.

 

It will start to the CD and load; and then it will get to a point, on the screen, that says something about Install Windows (Next) or Repair (asking you to tap on the "R" key). YOU DO NOT want to tap on (R) Repair - not here! Instead tap on next for Install. It will go thru a couple of screens, asking about language, time, keyboard, etc., and it will get to a point where it looks for previous Windows on your system. Once it does this, it will ask you if you want it to repair the Windows it finds on your hard drive. ANSWER YES OR OK TO THIS ONE!

 

From there it will start a whole lot of working and eventually it will have you remove the CD and it will reboot. This should give you a new Windows, but your programs and data will be intact.

 

(I am including this due to believing you probably have a system that has not actual restore CD.)

 

You will restart your system and at the first items on the screen, look for a particular key that says something about Restore, Install, or maybe Setup. This will be a F key. Examples are: F10, F11, or maybe F12

 

Tap that key.

 

Now you will get a menu of options for your system. I need you to make sure you READ ALL THE ITEMS in this area. What we are looking for is anything that says Restore or Reinstall Windows (may say OS). BUT! You want to make sure it does not talk about Resetting to Factory Settings, or Resetting to Out of the Box Settings.

Once you choose this item, it should give you a warning about reinstalling windows, and it should also point out that you will not loose your data or files. If you choose the wrong one, do not panic! It will not just take off and start doing everything, it will give you at least one warning (most give two) about the fact that you will be loosing everything with this option, so that you can back out.

 

Once all is done with the overlay, and your back to the desktop, lets see how we stand.

 

Note that if this does not resolve the issue, then we are down to this actually being a hardware based issue.

 

Thanks

Customer: replied 3 years ago.

The only disc that came with the computer is Drivers & Utilities. I put that in the CD player, it ran a scan and detected a Trojan virus that was removed on Feb 7.

 

Anyway, I am unable to perform the last action that you requested.

Expert:  DRobertson replied 3 years ago.

Ok, lets carry out the part of my instructions about that talks about no CD.

 

Thanks

Customer: replied 3 years ago.

Good morning,

I have gone through all the 'F' keys on startup and none of them give me an option remotely close to a restore, install, or setup. As of now, I am willing to call it quits, and will turn off the computer by removing the ac and let the battery shut down. I am very grateful with all that you have done to resolve the issue, maybe in the future, Microsoft will install an upgrade that will fix the problem. You have spent more time than was necessary and I have learned many useful tips. If I should be asked, you will receive a good rating.

Regards, Ken

Expert:  DRobertson replied 3 years ago.

Good day.

 

I am so saddened to find out that we are dealing with such a frustrating issue for you. I do understand you wanting to stop.

 

This can be a hardware issue, and if so, and your under warranty, please make sure to give the manufacture a call on this.

 

God bless and thank you for all your help in this.

DRobertson, Consultant / Technician
Category: Computer
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Experience: MCTS, MCDST, MCP, A+, Network+, 20+ years in IT. Support for OEMs. Computer repair business owner.
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