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tomdenton

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Windows 8.1 will not shut down

Hi.
I have a brand new ASUS laptop N550jv, loads of memory and a fast processor and touch screen. Works extremely well but it will not fully shut down. I tried the normal shut down, setting the power button to shutdown and also from the command prompts - all give the same result.
The screen switches off after a few seconds but the wifi, disk and keyboard all stay active. If left for a long time ie  30 mins or similar it sometimes restarts. I can force a full switch off by holding the power button down. It sleeps and wakens almost instantly and works fine.

I disabled fast startup - no difference
I also disabled all the startup processes in task manager- still no different
If I start in safe mode then it shuts down ok - which to me suggest something installed is still running...

startupinfo.docx

I guess I can start uninstalling stuff and see what happens but any pointers as to likely culprits would be appreciated. I have attached screen shots of task manager in safe mode and in normal mode.

Many thanks.
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>>  I have a brand new ASUS laptop   <<  i would return it, and have it exchanged, or repaired
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tomdenton

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Ha ha, fair enough nobus! However, I am sure the issue started when I upgraded to W8.1 as the laptop was delivered and worked with W8.0. Also, you know how long it takes to reinstall all your programs settings and so on!

Progress so far:
In safe mode it shuts down and/or restarts fine
If I stop/disable ALL startup programs and processes (except Microsoft processes) then the problem remains
If after shutting down I wait, then it restarts after about 10 minutes
I updated to the latest Intel and NVidia drivers, no change (Windows is fully updated too)
I removed AVG, no change (reinstalled now)

I tried to update BIOS using WinFlash (my bios is v207 but there is a v208) it does not install - I think because when it tries to reboot it defaults back to the last boot settings??? It will not let me run WinFlash in Safe Mode.

Now off to check the BIOS settings directly

Thanks for your suggestions so far.
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If it shuts down fine in safe mode, Asus is going to tell you it's not their problem.

Very interesting it works in safe mode but not using msconfig and only running Microsoft apps/services. Guess you can try shutting some of those down as well and see if you can pinpoint a particular app or service.
You will like this... "ASUS support said reset to W8 as when browsing the internet for information, there does seem to be an issue!"

Well, that is admitting defeat so I will keep trying by switching off some Windows processes - and report back :)
Standard vendor answer!  Good luck!
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Thanks dipersp I had already tried that but no luck. Interestingly on my previous laptop i had to do that!

I will try disabling some of the MS options in MSCONFIG when time allows ad report back.
Hi Guys, so a step forward here sort of... One of the USB ports remains powered when the computer is off to recharge phones etc. So this made me wonder!

I disabled USB controllers in Device Mgr and eventually found that if I disabled the Intel(R) USB 3.0 eXtensible Host Controller... (as per attached image) then the computer shuts down and restarts ok.

However, none of the USB ports work and strangely the touch screen also stopped working. Everything else is fine and even the fast hybrid boot works

So, sort of a step forward. I checked if the device driver was up to date and it appears to be.

Does this help with any further suggestions please?
usbDevices.png
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thanks, I can't see any options in BIOS to turn off the USB charger. I will check if i can disable just one port
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Outstanding!  Nice detective work - you're hired!
It was a combined effort so I hope sharing the points proportionally was the fair thing to do.