1.    03 Jun 2016 #1
    Join Date : Jul 2015
    Posts : 40
    Windows 10 Home 64 Bit

    Laptop Refuses to Shut Off


    I have a 5 month new Dell XPS 13 laptop, running Windows 10, 64 bit. It has been running perfectly fine until the other day when I noticed the unit couldn't be turned off as it usually does. I hit the Power Off button, but instead of shutting down it restarts as if I hit Restart. All else with the unit seems fine.
    Any ideas? Thank you.
      My ComputerSystem Spec
  2.    03 Jun 2016 #2
    Join Date : Nov 2015
    Posts : 2,961
    64bit Win 10 Pro ver 1709 Build 16299.125

    Do you know if you are performing a hybrid shutdown (allows a fast start) or a full shutdown?

    Next time you could try holding down shift when you click on Shutdown and see if this makes a difference, it forces a full shutdown.
      My ComputersSystem Spec
  3.    03 Jun 2016 #3
    Join Date : Jul 2015
    Posts : 40
    Windows 10 Home 64 Bit
    Thread Starter

    Hi, Phil. I'm doing what I've always done: slide the cursor to the lower left screen and click on Shut Down. But instead of shutting down the laptop responds as if I hit Restart.
    Just tried your suggestion and hit shift but it made no difference. Laptop rebooted.
      My ComputerSystem Spec
  4.    03 Jun 2016 #4
    Join Date : Nov 2015
    Posts : 2,961
    64bit Win 10 Pro ver 1709 Build 16299.125

    It sounds as if your laptop may be crashing at some point during the shutdown and then does an automatic restart. To test this theory go into System Properties (right click on the start button and select System). Go to the Advanced tab and select Startup and Recovery Settings

    Click image for larger version. 

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    Check that the Automatic Restart is NOT checked

    Click image for larger version. 

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      My ComputersSystem Spec
  5.    03 Jun 2016 #5
    Join Date : Jul 2015
    Posts : 40
    Windows 10 Home 64 Bit
    Thread Starter

    Well, that was easy, Phil. That did the trick. In language even a dummy like I can understand, tell me what just happened.
      My ComputerSystem Spec
  6.    03 Jun 2016 #6
    Join Date : Nov 2015
    Posts : 2,961
    64bit Win 10 Pro ver 1709 Build 16299.125

    Ok so what you now know is that there is something strange happening during the shutdown process which triggers an error. Normally your PC would show a blue screen but because it is shutting down this does not happen. Instead your PC goes into a restart because you had the automatically restart set for whenever you had a system error.

    The next thing will be to look in your event logs to find out which error is occurring during shutdown. Note the time that you shutdown and then check for errors occurring at that time in the event log. (Right click on start button to access the Event log.)
      My ComputersSystem Spec
  7.    03 Jun 2016 #7
    Join Date : Jul 2015
    Posts : 40
    Windows 10 Home 64 Bit
    Thread Starter

    Here's what I'm seeing in the event log after shutting down and then restarting:
    Event ID: 256; Source: DPTF (listed as a Intel Dynamic Platform and Thermal Framework error)
    Event: 7031; Service Control Manager terminated unexpectedly
    Event: 10016; DistributedCOM;

    Does any of this make sense to you?
      My ComputerSystem Spec
  8.    03 Jun 2016 #8
    Join Date : Nov 2015
    Posts : 2,961
    64bit Win 10 Pro ver 1709 Build 16299.125

    I think they are all common errors but they happen during startup. What was the error immediately prior to the 10016 error? As the error happens at shutdown it maybe that the actual error does not get logged. If it does I would expect it to show as Critical.
      My ComputersSystem Spec
  9.    03 Jun 2016 #9
    Join Date : Jul 2015
    Posts : 40
    Windows 10 Home 64 Bit
    Thread Starter

    Just prior to the 10016 error is the 7031 error. There are no critical errors listed.
      My ComputerSystem Spec

 


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