Windows 8 and 8.1 Forums


Laptop freezes and have to power down

  1. #1


    Greece
    Posts : 341
    Win8.1 64bit, Windows 10 TP on VMWare Player

    Laptop freezes and have to power down


    This problem is happening on both our Dell laptops (both same model, same OS, just different programs now), more often on one than the other.

    There are a range of scenarios so I will try to give a general summary without being too confusing:

    On some occasions the freeze occurs immediately after the AC power supply is plugged in or unplugged. This is NOT when the laptops have prompted the action (which they do when battery power falls to 10%) but if the AC supply is plugged in/unplugged when the battery still has some juice in it. We've noted this on both laptops so I can't imagine it's actually related to the power packs as the coincidence of 2 having problems at the same time seems a bit much to believe.

    On one laptop the Dell Quickset program gives an error message (that it has stopped working) and this seems to prompt the freeze. We tried to update this program (which had an option to repair it, so we gave that a go) but it made no difference. Not sure if the program can be reinstalled as I've read threads on the Dell site suggesting this is challenging.

    I'm not convinced Dell Quickset is working on the other laptop but it doesn't seem to generate the same error messages.

    When the freeze happens:

    Whatever the user is doing stops working. Examples are:

    With IE it is sometimes possible to scroll up and down the current page but new pages won't open and IE sometimes will not close.

    In a game the game hangs. It isn't possible to close the game using Alt F4 - the game appears to close but the icon remains in the taskbar.

    In all cases when a laptop freezes it is not possible to open Task Manager to try and close the hung programs. Both laptops have Task Manager pinned to the taskbar. Clicking on this shows the spinning circle for an instant then nothing. Same applies using Windows key and choosing Task Manager, or Alt Ctrl Del.

    At this stage the only option is to reboot. Usually this can be attempted normally (Settings/Power/Shutdown) but occasionally even this can't be accessed. When the 'Shutting down' screen appears, the dots spin, but nothing happens and eventually we have to power down.

    We thought a Realtek Family Controller might be an issue and updated this from the Dell site, but the freezing is still happening.

    All suggestions appreciated!

      My System SpecsSystem Spec

  2. #2


    United States
    Posts : 3,093
    Windows 8.1 Pro 64-bit


    Is there an updated ACPI driver on the Dell site? If there is something showing up in Device Manager under Batteries you could try uninstalling it and restart the computer.
      My System SpecsSystem Spec

  3. #3


    Greece
    Posts : 341
    Win8.1 64bit, Windows 10 TP on VMWare Player


    Quote Originally Posted by popeye View Post
    Is there an updated ACPI driver on the Dell site? If there is something showing up in Device Manager under Batteries you could try uninstalling it and restart the computer.
    Not sure what's happening but every time I try to add an attachment to this post the screen greys out and I have to close the tab, so will write this long-hand.

    I had a look on the Dell site and can't see any ACPI drivers listed for the laptops. I did a search for ACPI and got over 700 results, most of which seemed to be related to XP and earlier OS's, though I did only scan the first 60 or so.

    In my Device Manager there are 2 entries under batteries, one of which is Microsoft ACPI-Compliant Control Method Battery. I looked at the properties on this and it says it's working okay, though the driver date is June 2006.

    The only driver listed that has an exclamation mark on it is the Intel Management Engine Interface. In properties it says:

    This device cannot start (Code 10)
    An invalid parameter was passed to a service or function.

    When I check on the Dell site, I have the latest version of this driver.

    On the other laptop all the drivers seem to be okay (no exclamation marks).

    I'm not convinced that the problem is battery related though, though this might be a contributing factor. The laptop definitely froze today after disconnecting the AC lead, but I waited until I got the 'battery low' warning and reconnected, and this didn't cause any problem at all. And I know that not every instance of freezing is related to connecting or disconnecting the AC lead, so I while I appreciate what you're saying, I don't want this to become a red herring.

    Problem is that it's an intermittent thing and aside from documenting every action, it can be difficult to remember exactly what was happening just before the freeze. Sometimes the event logs show something that might be relevant (if I could understand it ) such as an application error or system error, that coincides with the freeze. Other times (like earlier today) there is nothing at all.
    Attached Thumbnails Attached Thumbnails batteries.PNG  
    Last edited by SaggyMaggyPoo; 23 Nov 2014 at 14:35. Reason: Trying (and failing) to delete attachment
      My System SpecsSystem Spec

  4. #4


    United States
    Posts : 3,093
    Windows 8.1 Pro 64-bit


    Could boot into safe mode and see how it acts.
      My System SpecsSystem Spec

  5. #5


    Kerkrade, Limburg, Nethrlands
    Posts : 24
    Windows 8.1 (355 + Auto-Update)

    What is your Power Setup ?


    Could you give the Parameters of your Power Setup.....
      My System SpecsSystem Spec

  6. #6


    Greece
    Posts : 341
    Win8.1 64bit, Windows 10 TP on VMWare Player


    Quote Originally Posted by popeye View Post
    Could boot into safe mode and see how it acts.
    Sorry Popeye, not been ignoring you, just been away for a few days. My laptop has mostly been behaving itself but will have a look at the safe boot option, especially on the other laptop which is still exhibiting strange behaviour. Will let you know how it goes.
      My System SpecsSystem Spec

  7. #7


    Greece
    Posts : 341
    Win8.1 64bit, Windows 10 TP on VMWare Player


    Quote Originally Posted by leonhardwetten View Post
    Could you give the Parameters of your Power Setup.....
    Sorry, the phrase is a bit technical for me . What exactly is it that you want to know?
      My System SpecsSystem Spec

  8. #8


    Harrisonburg, Va.
    Posts : 10,488
    Windows 8.1.1 Pro with Media Center


    Quote Originally Posted by SaggyMaggyPoo View Post
    Quote Originally Posted by leonhardwetten View Post
    Could you give the Parameters of your Power Setup.....
    Sorry, the phrase is a bit technical for me . What exactly is it that you want to know?
    I think he means this---

    Click image for larger version
      My System SpecsSystem Spec

  9. #9


    Greece
    Posts : 341
    Win8.1 64bit, Windows 10 TP on VMWare Player


    Quote Originally Posted by David Bailey View Post
    Quote Originally Posted by SaggyMaggyPoo View Post
    Quote Originally Posted by leonhardwetten View Post
    Could you give the Parameters of your Power Setup.....
    Sorry, the phrase is a bit technical for me . What exactly is it that you want to know?
    I think he means this---

    Click image for larger version
    Thanks David. Will post this and see what response I get .
      My System SpecsSystem Spec

  10. #10


    Greece
    Posts : 341
    Win8.1 64bit, Windows 10 TP on VMWare Player


    Quote Originally Posted by SaggyMaggyPoo View Post
    Quote Originally Posted by leonhardwetten View Post
    Could you give the Parameters of your Power Setup.....
    Sorry, the phrase is a bit technical for me . What exactly is it that you want to know?
    Is this what you are looking for?



    There is a lot more information in the Advanced Settings section, but too much to list until I know whether this is what you want .

    Sorry about double-posting the screenshot. I'm having some problems with posting these.
    Attached Thumbnails Attached Thumbnails KenPower1.jpg  
      My System SpecsSystem Spec

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Laptop freezes and have to power down
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