cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
juaninacio
Fanfold Paper
Posts: 9
Registered: ‎05-02-2017
Location: GB
Views: 2,159
Message 1 of 9

IDEAPAD 500-15ISK Random Restarts - please help!

Hi there, 

I recently bought a new Idea 500-15ISK Core i7 6500u with a Radeon graphics card and 6GB RAM memory.

 

The computer keeps restarting randomly. It's not related to it overheating asi it could happen minutes after I turn it on while iddle. It many times happens when I connect to it via teamviewer, e.g. the computer will just restart itself. But it can happen without teamviewer involved.

 

I have already

  • Updated the BIOS from version 1.03 to 1.06
  • Disaled Intel Rapid Storage
  • Downloaded and installed all the latest drivers for the computer, everything is up to date
  • Ran a full system check with the lenovo app and found no hardware issues at all.

 

Unfortunately, despite my efforts to get ride of the problem, it persists after all those changes and I am not sure what else I could try. I read in some forums that I should disable CPU Power Saving feature from the BIOS but I couldn't find such option in the IDEAPAD 500 bios.

 

Has anyone had this problem before? I initially thought it was a graphics' card driver issue but since I installed the latest version for them and the computer keeps restarting, I guess that's no the problem after all.

 

I can never see the computer restarting myself, but there was someone at home a few of the times when it happened and I was told the PC would suddenly restart without showing any error. As I said, it happened a lot of times while connected via teamviewer or when connecting to the PC using this app. I have never had problems with teamviewer before, tried uninstalling it and installing it again just in case, but that didn't help either.

 

The errors on the logs vary but some of them are

 

  • The system has rebooted without cleanly shutting down first
  • The computer has rebooted from a bugcheck. The bugcheck was...

 

I used a tool to analyze the memory dump and it checked three logs related to the last reboot, they all pointed at a problem with ntoskrnl.exe

 

I am losing hope I can fix this myself. Bought this PC in the UK but I am abroad atm and cannot really send it back even tho it still has a valid warranty. Any help will be much appreciated!

 

Juan

 

Retired Support Specialist
Posts: 3,772
Registered: ‎12-24-2015
Location: IN
Views: 2,103
Message 2 of 9

Re: IDEAPAD 500-15ISK Random Restarts - please help!

Hi there, Juanincio                    -

 

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

 

You can start by flushing out all static, remove battery and AC adaptor and hold down power button for about 15 seconds.

 

Did you check in Safe mode if restart persist?

 

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"

Highlighted
juaninacio
Fanfold Paper
Posts: 9
Registered: ‎05-02-2017
Location: GB
Views: 2,083
Message 3 of 9

Re: IDEAPAD 500-15ISK Random Restarts - please help!

Hi there,

 

Yesterday I spent hours playing with verifier checking on faulty drivers.

 

The first one that failed was the realtek one. I downloaded the latest one from their site (strange as lenovo update wouldn't get that one) and failed with the next one: intel realsense 3d camera. I downloaded the latest drives from the website but it kept crashing do I ended up deleting the sys files from the drivers folder (camera still works) and that stopped the computer crashing on it when running verifier. The last one that crashed the computer was vclone.sys. I had an old version of the app running, downloaded the latest one. Verifier stopped crashing after all this, and I am not seeing if the problem persists. It's been a few hours and it still hasn't restarted, but that doesn't mean much. Will hold my breath and hope I've finally resolved the problem! If it fails again I will give you an update.

 

Thanks for your response!

 

Juan

juaninacio
Fanfold Paper
Posts: 9
Registered: ‎05-02-2017
Location: GB
Views: 2,071
Message 4 of 9

Re: IDEAPAD 500-15ISK Random Restarts - please help!

Unfortunately, computer restarted again... it usually happens when I connect to it via teamviewer! most of the times is me trying to access it on teamviewer and it freezes and restarts. Not sure what happened this time, but it went unresponsive and offline on teamviewer for almost 4 hours and it just came back online Smiley Sad

 

I have never seen it rebooting in front of my eyes, always happened when I was connected remotely or while away. e.g. I would connect remotely and notice that my programs are not there anymore, hence the computer restarted by itself at some point.

 

The latests details of the crash I can see are as follows:

 

On Thu 04/05/2017 13:31:47 your computer crashed
crash dump file: C:\WINDOWS\Minidump\050417-9598812-01.dmp
This was probably caused by the following module: ntoskrnl.exe (nt+0x14E7C0)
Bugcheck code: 0x9F (0x3, 0xFFFFAD816000E5C0, 0xFFFF85005B5C58E0, 0xFFFFAD8160C045A0)
Error: DRIVER_POWER_STATE_FAILURE
file path: C:\WINDOWS\system32\ntoskrnl.exe
product: Microsoft® Windows® Operating System
company: Microsoft Corporation
description: NT Kernel & System
Bug check description: This bug check indicates that the driver is in an inconsistent or invalid power state.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
The crash took place in the Windows kernel. Possibly this problem is caused by another driver that cannot be identified at this time.

 

On Thu 04/05/2017 13:31:47 your computer crashed
crash dump file: C:\WINDOWS\memory.dmp
This was probably caused by the following module: ntkrnlmp.exe (nt!KeBugCheckEx+0x0)
Bugcheck code: 0x9F (0x3, 0xFFFFAD816000E5C0, 0xFFFF85005B5C58E0, 0xFFFFAD8160C045A0)
Error: DRIVER_POWER_STATE_FAILURE
Bug check description: This bug check indicates that the driver is in an inconsistent or invalid power state.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
The crash took place in the Windows kernel. Possibly this problem is caused by another driver that cannot be identified at this time.

 

Really don't know what else I can try. Advises are more than welcome! 

 

juaninacio
Fanfold Paper
Posts: 9
Registered: ‎05-02-2017
Location: GB
Views: 2,040
Message 5 of 9

Re: IDEAPAD 500-15ISK Random Restarts - please help!

Nobody's been able to help me with this issue but I think I have found the cause of it! I will leave some extra info in case someone comes across the same problem. I realizes this was always happening while connecting to the computer via teamviewer, that's why I never saw it happening myself, the PC was always rebooting while I was away. It sometimes happened when I wasn't actively using the connection but I think most times I had a window open of a TV connection to the computer when it restarted by itself.

 

Anyway, did a bit of further research on TV issues after giving up trying to find any faulty drivers on my PC. I saw people complaining about teamviewer 12 freezing when configuring display options while initializing connections. They didn't mention the restarts happening automatically but said the only way to get the host back working was manually restarting it. I have uninstalled TV 12 and installed version 11 instead. The PC has been running for 24 hours already with no restarts, which so far is a big progress! If I don't update you further on this issue, it was resolved by replacing latest version of teamviewer by an older one Smiley Happy Strange that such a popular app can cause all these random restarts , but it so far seems to be the cause of it!

 

 

Retired Support Specialist
Posts: 3,772
Registered: ‎12-24-2015
Location: IN
Views: 2,029
Message 6 of 9

Re: IDEAPAD 500-15ISK Random Restarts - please help!

Can you 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.

 

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"

juaninacio
Fanfold Paper
Posts: 9
Registered: ‎05-02-2017
Location: GB
Views: 2,020
Message 7 of 9

Re: IDEAPAD 500-15ISK Random Restarts - please help!

I had already done that and mentioned it on my first message. As I said on my last post, it was resolved by downgrading Teamviewer to version 11!

lambotz
What's DOS?
Posts: 1
Registered: ‎04-28-2018
Location: SE
Views: 851
Message 8 of 9

Re: IDEAPAD 500-15ISK Random Restarts - please help!

same here, my Lenovo keep restarting. I tried updating drivers but it did not work. I tried to ask Lenovo if they have a sell back but they refused.

 

juaninacio
Fanfold Paper
Posts: 9
Registered: ‎05-02-2017
Location: GB
Views: 849
Message 9 of 9

Re: IDEAPAD 500-15ISK Random Restarts - please help!

In my case it was Teamviewer 12 causing the random restarts. I installed TV v11 and the problem was solved.

Check out current deals!


Shop current deals

Top Kudoed Authors