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reynold707
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Message 1 of 7

Lenovo Ideapad 500-14ISK Randomly shut off

Hello, 

 

I've got a problem with my newly bought Lenovo Ideapad 500 14ISK. It randomly displays signs of shutting off/overheating. The screen turns black (not off but just like its not receiving signal) and the audio stops working. Only solution is to force shut off the laptop and restart. 

 

I bought the new laptop two monts ago. Of those two months i've only had the chance to work on it for a few weeks due to this problem. I've read the forums when the first problems started acting up. 

 

I've installed the new intel drivers, did a bios update, did a full system sofware and hardware check, and obviously found no problems. After giving up and returning it to the store, they said it should be a hardware issue, if the laptop just randomly shutts of (like overheating). It took them three weeks to send my laptop back. 

 

Once i got it back, i read the reppair report, and guess what? they didn't found any hardware issues, so they installed a clean version of windows and did a bios update. After working on it for an hour in the university library the laptop turned black again. 

 

So if anyone can give me some advice that would be greatly appreciated, since the repair men of Lenovo also don't understand my problem. 

 

Some info;

doesnt matter if battery power or net power.

Doesnt matter which programs i am using, it will juust randomly shut off. 

I did the intel upgrades listed on Lenovo's forums and the latest ones, still the same problem. 

I did the BIOS update, also doenst influence system

Full hardware check by Lenovo maintenance program. 

All Drivers up to date 

No sofware issues found by lenovo's checker. 

 

hopefully anyone can shed some light on this case!

 

greetings Chris

Retired Support Specialist
Posts: 3,772
Location: IN
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Message 2 of 7

Re: Lenovo Ideapad 500-14ISK Randomly shut off

Hi there, Reynold                   -

 

Thank you for writing in to the Lenovo Forum - happy to have you here today.

 

Overheating is a common issue in laptops, especially on gaming. Check if your laptop is overheating from sides and below.

 

Make sure the heatsink is on tight, that CPU might actually be overheating.

 

Your CPU / GPU might be overheating and it's throttling down which may explain the FPS drop during games - this would cause your CPU / GPU to operate in a low frequency. Try to monitor your CPU by using CoreTemp and your GPU by using GPU Shark or Afterburner.

 

If you get high temperatures, you can try to decrease the heat by:

  1. Using a good quality cooling pad that runs on high RPM or a better cooling in your room.
  2. Replacing the stock Thermal Interface Material with a good quality TIM like Noctua NT-H1Tuniq TX-4, or Artic Silver 5.

Also, run a few tests from this link -

 

http://support.lenovo.com/us/en/lenovodiagnosticsolutions/tools

 

You should try Storage test, memory test, motherboard test, CPU test. Open Command prompt and try sfc /scannow to check if your windows files are corrupted.

 

Update us how it goes.

 

 

 

 

           

Regards,

 

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If you find a post helpful and it answers your question, please mark it as an "Accepted Solution

reynold707
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Message 3 of 7

Re: Lenovo Ideapad 500-14ISK Randomly shut off

Hello Shashi_Lenovo, 

 

I dit the diagnostics tests and no problems were found. 

I monitored both the CPU and the GPU. With normal tasks the temp stay within 40 Degrees Celsius. 

I also stressed bothe CPU and GPU with software and found my temperature rising to 65 Degrees (CPU) and 70 Degrees on the GPU. This looks normal to me, but i really am not an expert on this. 

 

The one thing i did not yet do is to check the heatsink on the board itself. i am not really comfortable with opening my new laptop after i've only bought it a few months ago. Does it happen more often that the heatsink or thermal paste isn't properly installed of new latops in Lenovo? 

 

Also, Since the Lenovo repair man did a full check on the system can i assume they checked the heatsink or thermal paste? Or did they just run the same diagnostics test as i already did a few times? 

 

The problem still arises every now and then. After working the entire weekend (plugged in), in the university it shut off after two hours (not plugged in). Afther this (on 24-10-16) I plugged it in again and after 20 min it shutt of again. 

 

greetings Chris

reynold707
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Message 4 of 7

Re: Lenovo Ideapad 500-14ISK Randomly shut off

Hello, 

 

unfortunatley the problem still occurs  from time to time. One thing was different today. 

The laptop turned black again and the sound went off, so i forced shut down the laptop once again (which is really starting to annoy the sh*t out of me). 

 

While restarting, windows claimed it was performing updates. Now i dont know if this has something to do with my faulty laptop but it seemed strange to me, While the lapto was forced shutt of windows happily decides to do some updates. 

 

Anyhow, since the repairman of Lenovo still have no idea to fix my laptop, or to even come up with a better soluton (like replace or offer a different model) I am still stuck with a laptop that will randomly shut off. 

 

Any idea how to convince LENOVO to help me in this matter?????????

 

greetings Chris

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Posts: 3,772
Location: IN
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Message 5 of 7

Re: Lenovo Ideapad 500-14ISK Randomly shut off

Does it immediately shut off, or after it has been running a while?  Does it shut of on AC or when on battery?   Will the unit run on battery only?

 

Update us how it goes.

 

 

 

 

Regards,

 

Tap that kudos button if I helped 
If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! 

reynold707
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Message 6 of 7

Re: Lenovo Ideapad 500-14ISK Randomly shut off

Problem occurs on battery as well as on Net-Power. 

 

After calling Lenovo a few more times the last weeks, their only solution is to send it in again. If they cant find anything i get the laptop back, in which case in need to resend it again. After a total of 3 (!) times resending, Lenovo can look for different alternatives. I find it utterly ridiculous this has to take so long, and for that reason i am very reluctant to send it in again (without any guarantees they are going to fix it!). So today i called again, and got the same answers. The callcenter employee engouraged me to write a complaint. He would e-mail me, on which i could reply. 

 

Never received an e-mail, so i checked the website of Lenovo to make a complaint myself. I couldn't change my country (set to USA) but still went on. I wrote my complaint and to my resentment i found out there is not a lot of space available. So i had to short it in drastically!

 

Original Complaint

I also posted a forum request for help, but for now no usefull reaction. In short. The laptop randomly crashes.
The screen doesn't receive any signal, but the back light is still on. Audio also stops working.
Only sollution is to force shut it down and restart it. I already tried everything i could find online, but nothing worked.
I also send it back for repair via Mediamarkt.nl (repair nr; 2016212845726). But they couldn't find anything.

I got the laptop back after a few weeks and the problem still existed!
Now i had a call via Lenovo Service centre, and they explained to me i have to resend it to Lenovo.
And if they cant find anything again, i have to resend it again?! After three (!) times resending my laptop (with up to 4 weeks of repair time(!) i can maybe receive another laptop??

Please Lenovo, I have contacted you multiple times already and not once there was an employee who could tell me anything different than you have to send it to us.
I understand that you have procedures and everything, but i find it utterly ridiculous i have to send in my laptop three different times before you guys can begin some other sort of action other than repairing.

I bought this laptop a few months ago, and didn't have to use it much during my vacation. But now i am starting my studies again and i cant afford to lose it for another 12 weeks before i can get a replacement.

Since the Lenovo forum and service employees don't have any idea what is going on with my laptop i am very reluctant to send it to you again, only to receive it back in three weeks when nothing has changed.

So as you can see i have some complaints about Lenovo in general. What would solve this problem for me is either a replacement laptop or the guarentee you will replace it when you cant find anything wrong with it (again).
So i'm hoping there will be an employee pro-active enough to see i have already done all that i can do to resolve this question. Now i am waiting on some action by Lenovo.

A few general things,
I contacted Lenovo like 4-5 times on phone - no one could tell me anything different than sending it in.
I contacted Lenovo via the different forums and did every possible action suggested - again, there weren't any sensible answers and the answers i was getting were always 2-3 days after.
I contacted Lenovo via Facebook - who redirected me to call the same number agian (!) even though i explained they couldn't do anything different for me!

As you can hopefully see, i already tried everything i can do. But i find it ridiculous to send in my laptop for a total of four (!) times before any other replacement can occur.
PLease help me out Lenovo.

greetings Chris
(A Dutch answer or phonecall is also possible ofcourse, since i coulnd't change my country will uploading this complaint(!)

 

I Hope someone at Lenovo will be able to help me because i doesn't make any sense to resend my laptop for 3-4 times before i can (maybe) replace my laptop. 

 

greetings Chris

 

reynold707
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Message 7 of 7

Re: Lenovo Ideapad 500-14ISK Randomly shut off

After an other 15 minute call with Lenovo they confirmed i need to send it back a minimum of 3 times (*3-4 weeks) before i can get a money refund. But i am not interested in a refund, i want a working laptop. 

 

And in my opinion it does show a huge lack of interest to just give customers their money if u cant fix the roblem itself, what about a replace laptop? For now i'm listed for a call back by the guys who will decide if i can get my money back. Let us see what they have to say before i am going to ship my laptop multiple times back to Lenovo. 

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