If you were presented with a machine that was randomly shutting down and/or rebooting . . .

[britechguy]

. . . what are the first things you'd be looking at, both logs-wise and hardware wise.

[This question is "in the abstract." I don't have a situation like this and haven't in ages, but a blind client mentioned his machine seems to be rebooting at random from an ungraceful shutdown in his absence, so I thought I'd ask.]

 

[backwoodsman]

a blind client mentioned his machine seems to be rebooting at random from an ungraceful shutdown

I would suspect his cat is sneaking in and hitting the reset button.

 

[lan101]

I have a few not technically blind clients but very vision impaired. I set it up with their permission to be able to remotely connect through teamviewer whenever they call...just way easier that way.

If they called with that situation I'd look at system event logs and go from there.

 

[NviGate Systems]

I always look at System Log and look for the "unexpected shutdown" by filtering events by Critical. It at least narrows down when, and the sorounding errors that might be logged. It's a 2 min check to rules out obvious stuff.

 

[Markverhyden]

This type of situation requires hand on. Whether remote or onsite. But probably one question I would ask at the start is have they checked to make sure all the AC cables/connectors properly seated. Meaning a minor tug doesn't unplug them.

 

[ComputerDave]

Yes, I'd agree with Markverhyden. I'm sure you've already checked the temperature of the CPU and unobstructed airflow? We've had pretty good sucess with the program OCCT to stress out the hardware and give some solid numbers.

 

[britechguy]

This type of situation requires hand on.

About which I agree, but for certain sophisticated users you can give certain advice remotely. Even before I got home from seeing a client this afternoon and read your advice, the individual I mention had already posted (also while I was gone):
But I have checked everything. I even opened the tower and checked all the plugs, jacks and whatever there are….

He's done many of the obvious and a number of not-so-obvious checks and so far, no joy.

 

[britechguy]

We've had pretty good sucess with the program OCCT to stress out the hardware and give some solid numbers.

I've sent this recommendation along. I will be curious whether he tries it and, if so, whether it will prove to be accessible via a screen reader.

 

[dannyict]

I had one like that, the pc just turns off and then reboots...this was very random sometimes 5 times a day or sometimes once a week. Turned out to be the PSU

 

[Larry Sabo]

I would also check for a stuck power button. Had this recently on a laptop that would shut down then restart repeatedly. Otherwise, I check for continuity of voltages on the motherboard, different power supply/charger.

 

[HCHTech]

I've got one like this right now. It's a Lenovo tiny setup, using their "Tiny-In-One" monitor and 1 matching monitor. It's still at the customer's, but so far, we have gone through Lenovo Vantage to make sure the latest drivers are installed, poured through the event logs (no entries at all pointing to a problem before the reboot, and the standard "the previous shutdown was unexpected" message after the reboot. It's about a year old, and sits in an office, so not a dusty environment. It will sometimes work a week or more without complaint (they always shut down at night, so it doesn't ever have long uptimes), and sometimes, it will reboot itself twice in one day.

Having run out of things to try remotely, I suggested they add a UPS to rule out power issues, and I've thought about but not yet ordered a replacement power brick.

 

[britechguy]

To all:

I cannot tell you how much I appreciate the replies suggesting various things to check. Some of this would be outside that owner's capabilities and even outside my own (as doing things like voltage continuity checks on mobos is not in my general wheelhouse), but are valued nonetheless.

 

[HCHTech]

Intermittent problems are always the most challenging. Let us know if you figure it out.

 

[Diggs]

What is Event Viewer telling you/me? Too often it's what @HCHTech said above - unexpected shutdown. But, even that gives a clue it may be a hardware and not software issue.

 

[britechguy]

What is Event Viewer telling you/me?

Nothing, since that avenue hasn't been pursued. But this brings up a couple of good side questions:

1. Are there any event viewer utilities that folks here find easier to use, particularly in regard to diagnosing problems, than Windows' own?

2. How does one filter for "unexpected shutdown"? It's been so long since I plowed through Event Viewer that I barely remember how. I always found it more than a bit messy and overwhelming. I have vague recall of having used something else, but I'll be darned if I can recall what it was.

 

[Mick]

NirSoft used to have an alternative event viewer. Looks as though it's still around. Haven't used it myself since the Win 7 days, but most of his stuff seems Ok on 10/11.

Edit: Looking a bit deeper, I see there's a newer variant that will work on 10/11 ... I hope.

 

[britechguy]

@Mick, Thanks for that. I actually have that one (even the new version, as I "bulk download" the entire suite of NirSoft utilities into a dedicated folder, where Windows Defender won't scan, because it incorrectly flags many of them as malicious). I haven't actually opened it in years, either. I'll have to take a look.

 

[AlexCa]

Nothing, since that avenue hasn't been pursued. But this brings up a couple of good side questions:

1. Are there any event viewer utilities that folks here find easier to use, particularly in regard to diagnosing problems, than Windows' own?

2. How does one filter for "unexpected shutdown"? It's been so long since I plowed through Event Viewer that I barely remember how. I always found it more than a bit messy and overwhelming. I have vague recall of having used something else, but I'll be darned if I can recall what it was.

Try to check out Nirsoft's AppCrashView and BlueScreenView. I also find Windows built-in Reliability Monitor to be useful.

 

[dcomp12]

This is what I do. the suspect things.
I will unplug the power and data from the hard drive first.
Re-seat the Ram.
Test the Power supply
Press down on all connections on MB and components.
If everything seems OK Ill run the computer by itself on power without the hard drive connected. Test for heat with a Temp reader.
then plug the hard drive back in. see if it still reboots/crashes.
Update the Bios and test again
If it still reboots then test Hardware..RAM and HDD
If everything is passed then that is when I do a dive into the windows and see what is happening. Usually Ill ask when it started then look into system restore points and check to see what changes were made and then roll back to before the issue started.


I would use a scratch drive (test drive) quick install of windows without updates and drivers just basic drivers from windows and see if the reboots happen. if it doesn't then its for sure a windows/3rd party program issue

then most likely if the system restore doesn't work then there might be spyware/viruses to check and if that is clear and free then it becomes a needle in the hay stack. Again ask how far back did this start happening and in safe-mode check to see what new programs were installed. Advise the client that you will remove those newer programs. and check again.

at this point you diagnostics now is getting past the time vs money area and if its still crashing and rebooting then probably best to back up and re-re Windows Fresh restart sometimes is needed. Only then after a fresh install of Windows drivers and updates can you be certain if it was in fact Windows or Hardware.

 

[dcomp12]

I've got one like this right now. It's a Lenovo tiny setup, using their "Tiny-In-One" monitor and 1 matching monitor. It's still at the customer's, but so far, we have gone through Lenovo Vantage to make sure the latest drivers are installed, poured through the event logs (no entries at all pointing to a problem before the reboot, and the standard "the previous shutdown was unexpected" message after the reboot. It's about a year old, and sits in an office, so not a dusty environment. It will sometimes work a week or more without complaint (they always shut down at night, so it doesn't ever have long uptimes), and sometimes, it will reboot itself twice in one day.

Having run out of things to try remotely, I suggested they add a UPS to rule out power issues, and I've thought about but not yet ordered a replacement power brick.

I had to do this once. Computer they bought from me kept crashing but when they brought it to the store worked like a charm and all hardware passed and checked software etc.

back to their place crashed all the time. so I went to their house and plugged in a wall socket tester. the lights seem to pass the wall outlet. So I plugged the computer in a different wall outlet. no issues. issue was the wall outlet. Recommended to get a electrician to check the outlet and replace if needed.

I mean you could use a UPS which I did recommend and installed in the house. But having a UPS on a possibly faulty wall outlet probably not the best Idea,

Now thinking about it. I should maybe look into a wall outlet tester but digital so I can check outlet and voltage real time.