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Jess M.
Jess M., Computer Support Specialist
Category: Software
Satisfied Customers: 618
Experience:  Computer Software Support specialist for more that 10 years
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Basically it shuts down 3 to 4 times a day. I am sorry I

Customer Question

Basically it shuts down 3 to 4 times a day. I am sorry I will have to get back to you as I don't have enough info on
JA: What kind of computer do you have?
Customer: ASUS 21.5"/INTELCORE 13-4150T
JA: Have you installed any updates recently?
Customer: Using JustAnswer a file was down loaded about 10/14/16
JA: Anything else you want the computer expert to know before I connect you?
Customer: There is the same shutdown message each time. Takes about 2 min to for the computer to return online
Submitted: 8 months ago.
Category: Software
Customer: replied 8 months ago.
At shutdown display shows KERNEL SECURITY CHECK FAILURE
Expert:  Louie replied 8 months ago.

Hi Paul and welcome to the site, I’m Louie. Sorry you had to wait awhile but I’ll do my best to help.

Initially, a little more background info please:

  • • what is the computer's Operating System (OS);
  • • is this OS a recent install or has long been in use;
  • • is the KERNEL SECURITY CHECK FAILURE a suddent / recent issue;
  • • or occasionally showing up / developing over time ?
Customer: replied 8 months ago.
Windows operating system.
Installed with the computer when purchased
The KERNEL ,etc started about 10/1/16 and has been
3-4 times/day since then
Expert:  Louie replied 8 months ago.

Which version of Windows please; 7, 8 10 and would it be 32 or 64 bit?

Customer: replied 8 months ago.
I feel uncomfortable with Remote Assistance.
Expert:  Louie replied 8 months ago.

Thank you for your kind understanding of automated systems / machine generated ads and service offers.

Stil and as inquired above; Which version of Windows please; 7, 8 10 and would it be 32 or 64 bit?

Customer: replied 8 months ago.
I believe it is Windows 10 and 32 bit
Expert:  Louie replied 8 months ago.

Appreciate the additional information...

*Windows 10 and 32 bit - with KERNEL SECURITY CHECK FAILURE*

In most instances it would be leftover files particularly drivers that are not 100% compatible with Windows 10

Let's try basic housekeeping first; have you tried / performed Disk Cleanup ?

Customer: replied 8 months ago.
Correction:
Windows 8.1 64 bit operating system
Expert:  Louie replied 8 months ago.

Was it a fresh / clean install of Windows 8 or upgraded from a previous OS ?

Customer: replied 8 months ago.
Disk cleanup? No.
Customer: replied 8 months ago.
It was the Windows 8.1 and 64 bit OS at time of purchase
Expert:  Louie replied 8 months ago.

Can you give the Disk Cleanup a try? This would also prep/speed up the next test.

The idea is to start the diagnosis clean

Customer: replied 8 months ago.
I don't know where Disk Cleanup is located on computer.
Expert:  Louie replied 8 months ago.

To open Disk Cleanup; press the Windows + R keys = Run dialog. Key in "cleanmgr" less the quotes. Click/tap on OK to open Disk Cleanup.

Customer: replied 8 months ago.
I don't know where the Windows+ R keys are located
Customer: replied 8 months ago.
I have to leave for a couple of hours. Can I get back with you tomorrow?
Expert:  Louie replied 8 months ago.

The Windows key would be the key normally between Ctrl and Alt at the keyboard with the Microsoft flag. R would be the letter "R"

Press the Windows key. While still pressing on the Windows key, prress also the R key.

Expert:  Louie replied 8 months ago.

Yes of course; tomorrow or when able.

Customer: replied 8 months ago.
I am too involved with Thanksgiving. Could we get together on Friday 11/25?
What would be a good time? I am in California.
Expert:  Louie replied 8 months ago.

I understand and no prob.

Post back when convenient. The site would prompt me to reply/go online soon as able.