Computer spontaneously restarts

[Deleted User]

peter021072 said:

I seem to get hundreds of these errors in pairs.  I doubt if it's anything to do with the restart though?  If it restarts again I'll make a note of the time and try to find the error code.

DCOM got error 1068 attempting to start the service cdpsvc with arguments unavailable    Event ID 10005
The Connected device platform service depends of the network connection broker service which failed to start Event ID 7001

Don't worry about them, events logs are full of stuff that doesn't really matter.

Filter just for the 6008 event which will tell you the time and date of the last unexpected shutdown, then go to that exact time and date and look at last event before that time.

peter021072

Deleted_User

The log for error 6008 doesn't seem to include yesterdays two shutdowns. Presumably this is because I had disengaged the Windows event log for the last week or two.

[Deleted User]

peter021072 said:

Deleted_User

The log for error 6008 doesn't seem to include yesterdays two shutdowns. Presumably this is because I had disengaged the Windows event log for the last week or two.

Yes, but you've got enough data in the event log to start investigating.

Note the date / time in the section at the bottom of the screen where it says "The previous system shutdown at ...." for a few events, then unfilter the event log and find that time/date and see what happened just prior to that time / date.

You can right click on the column header to group the dates and again to collapse them to make it easier to find the day you need.

peter021072

If I only tick critical warning and error it is preceded with Kernel PnP Event 219 (212) and Kernel Power  41(63)

This is a more complete List leading up to the 6008 problem at 13:28:28


Prior to that there's a lot going on as well

[Deleted User]

Right so the 6008 event occurs on reboot but in the details, it tells you the time and date at which the sudden power off occurred.

The events just before the 6008 are all boot-time events and don't tell us anything.

So the 6008 occurred at on 13/12 at 13:28:28 which is an event during the boot-up after the failure - but this is the bit of info you need from the event log as per my previous posts:

Example from my system...



The events that occurred at or just before the time highlighted above in your 6008 event are the ones you need. 

Now there are a few clues in the second screenshot - can you confirm it is unfiltered?

1. Everything from 13:28:18 are events after the computer started
2. I'm guessing the last event prior to the sudden shutdown is 13:21:23 and there is nothing there to indicate an issue that Windows recorded which is pointing to a sudden hardware issue because Windows couldn't record anything in the events.

Just check the obvious things - your power supply leads are all firmly in place including any power brick and wall socket ok - I had a sudden reboot issue with a PC that was actually a faulty switch on the wall socket that would cut out occasionally.

My personal advice:

1. You bought it in spring last year - should be under warranty still so make use of that and get it fixed/replaced.
 
or

2. If you want to have a crack at it yourself follow this guide: https://support.hp.com/us-en/document/ish_3045131-2900743-16
3. Make sure the BIOS, all drivers and Windows OS has all updates applied and also use the HP update tool to ensure the HP native drivers are all good.
4. If the above doesn't work, fresh install of the OS using the HP recovery image
5. Back to option 1 if 2-4 don't solve it.

peter021072

Yes I ticked all the boxes so it should be unfiltered. I don't fancy sending another computer back (I had a bad experience with Dell before buying this HP).

There was a slight give in the plug into the wall socket, and the adapter plug into the multi socket adapter, but not by much!  Hopefully that's it, but I'd be surprised.

km1500

fwiw - and obviously I don't know - the unexpected shutdowns are more likely to be hardware related than software. I would return the computer if under warranty. Could be anything from a faulty power switch to a bad memory odule.

An alternative would be to factory reset the PC and see if it  occurs just in case it is software related.

peter021072

It shut down and rebooted again this morning.  So I contacted HP.  Their technician thought it was down to me not updating, I assumed most of these were automatic but evidently they have stopped this. So I gave him remote access and he made sure all the Windows & Bios etc updates were installed.

Since this problem has been re-occurring since I bought the computer, I'm sceptical that it's the updates, so I've asked HP to keep the ticket open for a month in case it restarts again.  I've a horrible feeling you guys are right and it's hardware, so thanks for the help.

km1500

More likely to be hardware than software TBH

peter021072

I received a phone call from HP this morning around 11am,

"Can I close down the ticket on your problem, is it resolved". 

I said  "No, as I've described again and again, this is an intermittent problem, and I won't be convinced it's been solved unless I go for several months without the computer closing and rebooting itself."

"But I can only keep the ticket open for 10 days, I'll call you later in the week, and you will have to raise a new ticket if it goes wrong after that"

Coincidentally, soon after the call and within the hour, it may have rebooted between 12:00 and 12:30, whilst I was away, because the browser is telling me it closed down unexpectantly.  This is the event log, it has a 6008 and 41 error.

Probably coincidently as well, I've had a smart electricity & gas meter installed this morning at 9:30am and the electricity was turned off a few hours earlier for half an hour, but I closed everything down normally via the start menu before the power was cut.

So it seems like a hardware problem after all, but I may try to shut down one of the programs (desktop reminder) which takes a lot of memory which runs in the background to be sure it isn't that