My computer keeps shutting down by itself intermittently

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  • Problem
  • Updated 2 years ago
  • Acknowledged
My computer keeps shutting down intermittently
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rty1289

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Posted 2 years ago

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TM_Ian, Employee

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Hi @rty1289 and welcome to Trend Micro Community!

Thank you for posting your concern here and we regret to hear about this issue you're encountering.

May we know if this PC is the one that has Trend Micro installed? If yes, by shutting down intermittently, are you encountering a Blue Screen of Death or is there any error message or warning message that appeared on the screen before the PC shut down? Lastly, since when does this issue starts happening? Is it after installing Trend Micro to the machine?

There are many possible reasons why your PC would automatically turns off.
1. There might have been an issue with the hardware on your PC. Did you just recently install anything to your PC before the issue occurred?
2. It is also possible that this issue is being caused by a malware on your PC. Have you recently scanned your PC using the Trend Micro program?
3. Power interruption or issue with the power supply or UPS of the PC. Please try to connect your PC to the power outlet on the wall.

You may also check this link below in case this might help:

Getting BSOD after installing Trend Micro Security 2017

We'll be waiting for your updates and we hope this helps.

Let us know if you have further inquiries.

Thank you and enjoy the rest of the day! :)


Trend Micro Home Users Community
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Support

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I have the same problem only started recently maybe after an update what happens is Trend suddenly starts to use 30% of CPU which makes fan roar if I ask it to end task will not respond if I try and restart it will not shut down - then the computer just switches off. Is this a Trend issue ?
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TM_Victor, Employee

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Hi @Support and welcome to Trend Micro Community!

Thank you for informing us that you are experiencing the same issue of computer shutting down.

Let me inform that it is possible that the 30% CPU usage is possibly due to a scan or an update is being performed by the Trend Micro program. 

Can I ask if you are using any software when you have experienced this?

Regarding the concern with the end tasking of the Trend Micro program you may use the Trend Micro Diagnostic toolkit to disable it. You may check the procedure on this link below for it. Follow OPTION 2: Turn off Trend Micro Security using the Diagnostic Toolkit, then click on the "Start all Components" button to start the Trend Micro program again.

Disabling or enabling your Trend Micro Security software

With regards to the computer suddenly shuts off, can I ask if the computer suddenly turns off without any notification that it is shutting down like its normal shutdown process? If it still proceeds with the shutdown notification, then it is possible that it was only a delayed action by the computer after you have clicked the button to restart the computer.

Please check as well if the issue still occurs if the Trend Micro program is disabled as there are possible reasons that this is happening.

May I also know if you encounter the issue after you have left the device idle or not being used for quite some time? It is possible that a setting on your computer is enabled that it puts the device to sleep or shutdown after not being used for quite some time.

We'll be waiting for your updates and we hope this helps.

Let us know if you have further inquiries.

Thank you and enjoy the rest of the day! :)

Trend Micro Home Users Community
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Support

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Hi
I have now run a full scan ( nothing found ) - during the scan I see the CPU goes up to 30% - it ran through without problem
I have the following programs in use when the problem occurs
Windows Live Mail / Excel / Word / Adobe - these are the only 4 programs I use on a daily basis
When the problem happens the fan kicks in and having opened the Task Manager I see the Trend running at 30 % CPU - it is often the Antimalware part - after a few minutes the computer shuts switches off instantly with no warning or message - I think that may be to do with over heating being caused
It is very intermittent and I am unable to associate with any particular action - I prefer not to run without Trend in operation in case of attack
It happens while I am working - not related to sleep or shutdown settings but thanks for the thought
I will see if the problem continues as sometimes these issues seem to go away following an update or re-boot
Thanks for taking the time to reply and have a good weekend
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claudiu_botezatu

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You have a CPU overheating problem ; download a CPU temperature monitor program (free) and watch for CPU temperature;

The solution is to open your PC, cleanup old paste from CPU, put a new one and re-seat  the heat sink, assuming that the fan is working properly.

Thanks,

ClaudiuB


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Support

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Hi
Thank you for your kind help - never doubted Trend - it has protected me for years and would recommend to anyone
Have a good weekend
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TM_Kim, Employee

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Hi again Support!

Thank you for your response and sorry for our late response.

You are very much welcome, Support. It has been our pleasure assisting you. :)

Glad to hear everything's working now! If you have other questions or encounter product issues in the future, please do not hesitate to contact us in this community.

Trend Micro Home Users Community
(Edited)

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