Computer doesn't shutdown or restart

[SEAL62]

Hi everyone,

I am working on a customers computer and he stated that his new machine is slow and won't tunr off (I experienced the same issue).

Whenever shutdown or restart is klicked the monitor shows the Windows shutdown image, turns black, but the computer just keeps running. Same thing if you click reboot.

All wires are correctly attached, nothing loose.

Specs:

PSU: be quiet! Pure Base 600

Mobo: MSI X570-A Pro

CPU: AMD Ryzen 5 Pro 4650G

RAM: ADATA 16GB (2x8) 3200 MHz

Boot SSD: Leven 1 TB

HDD: Segata Barracuda 2 TB

GPU: AMD RX 580

 

I already flashed the BIOS with the mosr recent version and updated chipset and audo driver (customer stated audio problem, too)

Also did sfc /scannow, all Windows Updates and a SSD check which came out without any errors.

Any help is appreciated

[Benito593]

Does this happen every time, or is it only this once? Have you done a hard shutdown by holding the power button for 5-10 seconds and rebooted?

[SEAL62]

43 minutes ago, Benito593 said:

Does this happen every time, or is it only this once? Have you done a hard shutdown by holding the power button for 5-10 seconds and rebooted?

Yes, this happens every time, when I shutdown the PSU and remove the BIOS battery, the same happens after that.

[Benito593]

Is windows updated to the latest version? I know I sound basic asking, but it does resolve certain issues lol.

[SEAL62]

1 hour ago, SEAL62 said:

I already flashed the BIOS with the mosr recent version and updated chipset and audo driver (customer stated audio problem, too)

Also did sfc /scannow, all Windows Updates and a SSD check which came out without any errors.

Any help is appreciated

Yes, Windows is up to date.

[Benito593]

Some fixes I have seen for this issue are: Turn off the intel Management Engine Interface, In the power settings of the computer... Go to advanced startup and disable fast startup. I hope this helps!

[SEAL62]

Fast startup is already disabled

[Benito593]

4 minutes ago, SEAL62 said:

Fast startup is already disabled

Have you turned off the Intel Management Engine Interface? Go to Device Manager, find System Devices, find the Intel Management Engine Interface, go to Power Management and uncheck the box that allows the computer to turn off the device to save power. And see if that will work for you!

[SEAL62]

3 minutes ago, Benito593 said:

Have you turned off the Intel Management Engine Interface? Go to Device Manager, find System Devices, find the Intel Management Engine Interface, go to Power Management and uncheck the box that allows the computer to turn off the device to save power. And see if that will work for you!

Did it. Still no changes.

[SEAL62]

So I just disconnected the boot SSD and connected a new SSD with Win 10 already installed and everything works like a charm, all problems are gone.

I am going to test the old SSD, to see if the drive is bad or if it just a bad Windows installation.

[Benito593]

Alright man! I am sorry that I couldn't help you out. I hope you have a good day!

[SEAL62]

@Benito593 Well, all of your hints were valid points to check, so thanks for the help!