Solved New Computer sudden shut down problem

[Tantalum]

Hi there
This is my first post so sorry if it is not in the right place.
I have used Windows XP for about 8 years with absolutely no problems.
I decided to get a new computer with Windows 7 as the old XP was getting slow.
I ordered a computer from a BTO company.
The specs as follows

Windows 7 64bit Ultimate full version (DSP)
Intel (R) Core i5-3450 processor (3.1-3.5GHz / 4 cores / 4 threads / 6MB)
Intel (R) B75 Express Chipset
500GB Serial-ATA II
DDR3 1333 4GB x2 (8GB total) [Dual Channel]
24x Super Multi Drive
Intel HD Graphics (integrated graphics CPU)
Monitor : Flatron E2341

I had it for three days and then suddenly the system crashed like someone had pulled the plug. There was no BSOD.
It restarted but the same thing happened two or three times then it went to a situation where it would not even boot up.
I contacted the BTO company and they asked me to return it.
It came back with the information that they replaced the CPU.

I used it for a day but then the same thing happened but this time it restarts
and I can use for a while. The BIOS screen shows up and countdowns to restart.
This has happened about 4 times.

I am not a computer wiz but I know enough to check the event viewer which had a critical error Kernel-Power Event 41.
The computer experienced an unexpected shutdown or words to that effect.

I am not sure what steps to take next.
Should I contact the company again or is this something I have to sort out myself?
I am a little lost as I have used XP for a long time and I never experienced anything like this.
Thanks in advance for advice.

 

[RhapsodyOfFire]

Bad CPU is very rarely seen especially on a PC... I think the problem is in the PSU - power supply unit. Power failures inside a computer is not something you should solve yourself if the computer is with guarantee. Also shutting down of a PC usually happens from overheating. You can use the free version of Everest to check your CPU/VGA-videocard temperatures. You can also use PC Wizard.

 

[seavixen32]

Welcome to Windows Seven Forums.

Please take a look at this Microsoft article: Description of Windows Kernel event ID 41 error in Windows 7 or in Windows Server 2008 R2: "The system has rebooted without cleanly shutting down first"

You've had the CPU replaced so what's happening now is probably related to the motherboard, RAM, or more likely, your power supply.

Personally, I'd take it back and ask for a repair, replacement or refund.

 

[Tantalum]

Bad CPU is very rarely seen especially on a PC... I think the problem is in the PSU - power supply unit. Power failures inside a computer is not something you should solve yourself if the computer is with guarantee. Also shutting down of a PC usually happens from overheating. You can use the free version of Everest to check your CPU/VGA-videocard temperatures. You can also use PC Wizard.

Thanks so much for the quick replies
I also was surprised to see that they had replaced the CPU. However, as it was working again I assumed that that was the answer.
I don't think heat is the problem as this situation happened once within 5 mins of boot up from cold and I actually had no programs running, just the O/S.

I think from what has been said I will contact them again and ask that they sort this out.
I don't want to start messing with things and maybe void the warranty.
Unfortunately this company says they do not do refunds!

I hope I don't have to come back to this forum for more advice!
Thanks again for writing back so promptly.

 

[seavixen32]

You don't say where you live, but not giving refunds for faulty goods is likely to be illegal.

I would avoid trading with such a company like the plague.

 

[Tantalum]

You don't say where you live, but not giving refunds for faulty goods is likely to be illegal.

I would avoid trading with such a company like the plague.

Yeah I think so too.
But this company was recommended to me by a couple of people who have had
no problems.
Let's hope they give me good service

I contacted them just now and they said send it back

I'll let you know what happens

Sending it back today

Thanks

 

[seavixen32]

OK, I hope they do the right thing for you.

 

[boohbah]

i would be asking for a replacement ,as you want what you bought, a brand new "working " computer.
i would not accept a repair job as you had it three days before it played up. even after a repair it was still faulty,
as they dont do refunds tell them you want a fully functioning NEW replacement.
send them a link to your thread and make it clear that of thousands of people view this forum daily.
we are watching and waiting for a positive response from them.

 

[systemforeva]

I agree with the points above too, send it back get a new unit! You shoudl'nt ever mess with a electrical device if its under warrenty.

 

[Tantalum]

I agree with the points above too, send it back get a new unit! You shoudl'nt ever mess with a electrical device if its under warrenty.

Well, I have finally got the computer back today
and so far no problems.
They said that they changed the RAM and also the power supply in case it
was part of the problem. They also ran a battery of tests to check the system
and ran the computer for 12 hours at a time but no shut down occurred.
So I can't really narrow it down to a specific problem but it seems that what they did
is working.
Hopefully will continue that way.
I have marked the problem as solved

OOOOOPS Too early........
I just posted this and then it happened...poof.......
Well ..what to do now?
Keep using for a couple of weeks and see what happens?
What the advice?
Thanks

 

[Sbrideau]

As others have suggested, I would contact them again, show them the link to this thread and ask for a complete replacement of your computer. You paid for a working computer and that's not what you have.

 

[Tantalum]

As others have suggested, I would contact them again, show them the link to this thread and ask for a complete replacement of your computer. You paid for a working computer and that's not what you have.

Ok, here's the update. I got the computer back on June 9th. The company said that they had subjected the computer to all types of tests, replaced the PSU, and the RAM and ran it for 12 hours at a time but couldn't reproduce the problem. Well, as soon as I got it back the problem arose. ( I wanted to post a screen shot of the event viewer but I don't know how to do it)

However, the company has given no real solutions to this although, to give them credit, they are trying.
it seemed to me to be more of a O/S related problem than hardware in view of what they said, so I decided to do some more research and checked some info and found it could be a power management issue.

I changed some options as suggested by one person who found it helped

1. Disable PCI express
2. Disable USB3 Selective Suspend
3. Raise the CPU Minimum Processor State Setting to 50% instead of the default 5%

Since I did this I have had no trouble for 4 days until this morning.

I was using an old application using macromedia flash 6 and when I closed it the computer blackscreened and as usual
Kernal- power event 41 appered in the event viewer.

So it seems the power management option worked to some degree.
I am not sure why. Can any of you give me the technical reason as to why it helped?

Also is there any relationship between the flash player and the crash do you think?

Thanks

 

[FerchogtX]

Maybe the MoBo chipset is failing, if they replaced CPU, PSU and RAM and the issue persists, I guess it's the MoBo...

If you can, ask for a replacement for MoBo, or the whole thing, some systems have this issue even if you replace or the company people tries to fix it...

See ya!!

 

[Tantalum]

Maybe the MoBo chipset is failing, if they replaced CPU, PSU and RAM and the issue persists, I guess it's the MoBo...

If you can, ask for a replacement for MoBo, or the whole thing, some systems have this issue even if you replace or the company people tries to fix it...

See ya!!

Yeah .. I might try that approach.
By the way I tried using the flash application again and it gave no problems
I think that it must have just been coincidence.

They say every problem has a solution. I just hope that I can find one in this case.:huh:

 

[Tantalum]

Well I have spent countless hours googling Windows 7 sudden shut down or Windows 7 64 bit unexpected shutdown and I am amazed at the number of people who report this problem. Most of them like me do not have a temperature problem or RAM problem and the threads just seem to die out. So I don't know what these people eventually do with their computer....
I am now back using my XP computer I've had for 9 years and which has given me absolutely no trouble. Slow but sure..
So after trying to find the answer to this problem ( it is happening every day now) and faced with a plethora of possibilities..(my head is spinning from reading all the different suggestions) I decided to send it back again ( for the third time).
I have read that some people run XP and windows7 on the same computer. XP gives no problem but Win7
Is it a core problem with the system? How about people who use windows 7 with no problem? What's the secret? Just luck? Any how I am hoping that whatever the problem is it is now in the hands of those who ( I hope ) know more than me and can give me back my machine so it will run without me wondering " when is the next time ".

Thanks to all who gave me advice ..I hope that in a couple of weeks I can post the result and hopefully give some reason as to why this irritating problem occurred.

Windows 8 anyone?

 

[Sbrideau]

Why do you just send it back for repairs? Send it back yeah but ask for another computer, one that has the same hardware, but not the same computer. You deserve a working computer and this one there's probably a failed part in it, but it seems that they have trouble finding it.

 

[Tantalum]

Thanks for the reply
Oh yeah... maybe I didn't make it clear in the post but I did just that.
I Have phoned and sent e-mail + I put in a strongly worded letter saying
NEW COMPUTER IS REQUESTED / DEMANDED
So I hope they take note of that
Will let you know...

 

[Tantalum]

Hi there.
I think I can bring this episode to an end
I sent the computer back and they did all sorts of tests but couldn't reproduce the problem.
However they changed the MOBO from
B75H2-M2-1.0-B/K to B75M-D3V-JP
The PSU was changed from a 450watt to 600 watt type
Now is PCAO14/600W/PFC/BRONZ85%
The O/S was reinstalled.
I got it back Wednesday ( after about three weeks!)and have been running it full blast almost every day and happy to report no sudden shutdowns at all.
So it seems the problem was solved but I can't actually say what the problem was.
I guess it must have been a MOBO problem.
Anyway...all is OK right now so,marking the thread as Solved.
Thanks everyone for your input

 

[Sbrideau]

Glad you have a working computer now. We may never know what was going on, but at least, it's good for you!