Forum Discussion
eric_joely
Feb 10, 2021Copper Contributor
My Laptop shuts down during TEAMS calls
Like few other collogues I'm using a new Lenovo L13 Yoga. We are using Microsoft TEAMS as our formal application for conference and video calls. Recently we started facing a "random" issue in which ...
- Feb 16, 2021
AJ_Quintana Pedro99 Knightmare
Hi everyone - please use the following mitigation plan for this issue while we work with Lenovo to uncover more of the root cause/solution to this: Lenovo Yoga L13 might shut down during Teams meetings (microsoft.com).
Sam Cosby,Teams Engineering PM
Sam Cosby
Microsoft
Feb 22, 2021Thanks bwilson for posting this early today!
Hi everyone - we should note as well that this is indeed only a mitigation, not a solution, towards this issue. For users who have reported this issue and are seeing this problem, please have them do the following as this was validated from an internal repro of the issue through a L13 device that was prepped to what we've seen from others who've reported the issue.
Microsoft is working with Lenovo to understand the specific root cause, but it appears a recent driver update from Lenovo helped trigger this issue along with the use of Teams while in a Meeting. See the list of Lenovo drivers related to BIOS/power/thermal management below for reference.
Best,
Sam
vsHOG
Mar 02, 2021Copper Contributor
Are there any news?
- HongKongPhooeyGalMar 05, 2021Copper ContributorWell, we have all L13's, so my work-around is specific to that Model. Good luck...
- razor_8Mar 05, 2021Copper ContributorShutdowns happen both ways, with the cable plugged in or not (mostly with the cable plugged in, because that's how I used it most of the time).
Sometimes I'm running hours-long simulations (High CPU and RAM usage) alongside teams. But sometimes I'm just running Teams + Chrome and shutdown happens too.
Simulations or chrome alone are not the problem, since ALL shutdowns happen while in a teams meeting.
Temperatures are always below 80°C.
E14 is my personal laptop. Lenovo told me that if the hardware is ok, I should contact IBM for software issues. but so far, I've got no answer from IBM - ITSupport1Mar 05, 2021Copper ContributorAs a .bat/.cmd file pal.
- KnightmareMar 05, 2021Copper ContributorHey Razor, does this happen with the charger connected or not? As it seems for us the problem happens when the charger is connected to the laptop. Also check if your anti virus kicks in or any CPU hungry software is running also when in a Teams call. Does it happen to any other E14 laptops for your users?
- razor_8Mar 05, 2021Copper Contributor
It keeps happening on my E14(Intel)
Right now I've run the .bat even though I've already set the max power to 99% and only use a balanced profile. (I'm this much desperate)
Things I've tried
- Set Max CPU to 99% // Fail
- Disable Hardware acceleration for Teams // Fail
- Roll Back thermal solution driver // Fail
So, maybe there's a different bug that's affecting only E14 model. Or theres a problem with my machine that somehow is only triggered with teams (I run teams around 30% of the time, and all shutdowns so far(around 10) happened while I was in a meeting)) - REckhoff_AppliedInnovationMar 04, 2021Copper Contributor
Another option if you're in a domain environment is to push the fix out via group policy using a computer power plan. I've done this for a few of our clients who were all experiencing the same issue. This will let you pick and choose which computers received the fix as well since you can just apply to a specific group of computers.
- HongKongPhooeyGalMar 04, 2021Copper ContributorWhat format did you use to push it? Powershell? Batch file?
- ITSupport1Mar 04, 2021Copper ContributorWe deployed the script to 200+ machines and have not had a reported shutdown since. I hope it works for you guys too. We have not changed the Teams hardware acceleration setting either.
- razor_8Mar 04, 2021Copper Contributor
I've rolled back the driver, so hopefully, this will stop now. This picture shows how my power plan was set
- HongKongPhooeyGalMar 04, 2021Copper ContributorI used the Script provided by the ITGuy in this thread. Copy this into Notepad, I saved it as a batch file (.bat) and ran it on two machines. It does two things, sets the default Power settings and sets the Max Processor settings to 99%.
REM Set Plugged in value
powercfg -setacvalueindex SCHEME_BALANCED SUB_PROCESSOR PROCTHROTTLEMAX 99
REM Set On Battery value
powercfg -setdcvalueindex SCHEME_BALANCED SUB_PROCESSOR PROCTHROTTLEMAX 99 - razor_8Mar 04, 2021Copper ContributorAfter changing this setting yesterday, I've still got one shutdown, also disabled Hardware Acceleration for Microsoft Teams
- HongKongPhooeyGalMar 04, 2021Copper Contributor
razor_8
Try changing the Max Processor settings in the Power Settings from 100% down to 99%.
Set both of these to 99% - razor_8Mar 04, 2021Copper ContributorI use just the defaut one. and I've had close to 10 shutdowns so far
- HongKongPhooeyGalMar 04, 2021Copper ContributorAlso, we are heavily engaged with Lenovo and they are able to duplicate this issue. They have escalated to the Developers and Engineers and are working on developing a Driver that will work with ALL Power Settings versus just the default Balanced Power Settings.
- razor_8Mar 04, 2021Copper Contributor
After the crash all I could see is "The operating system started at system time [time]." and "The previous system shutdown at [time] was unexpected." just like if a desktop was removed from the main power. Before the crash, I've found nothing, like no message in the last 3 minutes or so.
I've taken a picture of the system clock as soon as laptop reboot so we can go back to it. if needed I can try to provide some logs or use remote desktop - bwilsonMar 04, 2021
Microsoft
Great information, thank you so much! - HongKongPhooeyGalMar 04, 2021Copper Contributor
bwilson Nothng at all in the event Viewer. It took a lot of digging to track down the Driver updated for the Intelligent Thermal Solution Driver to the EXACT time that one of our first Users experienced the issue for the very first time.
The 369 Driver seems to be causing the issue when a system in not set to the Balanced Power Settings and the Max Processor is set to 100% versus 99%. - bwilsonMar 04, 2021
Microsoft
I am sorry to hear this, did it happen to log an event in the event viewer, and was the processor state changed on the current power plan? - razor_8Mar 04, 2021Copper Contributor
Sam Cosby
I'm having the same issues with my Thinkpad E14(intel)
Disabling Hardware Acceleration for Microsoft Teams and Setting the Maximum processor state to 99% instead of 100% did not solve the problem for me as today my laptop shut down again while using teams - KnightmareMar 03, 2021Copper ContributorHi Sam,
This is fantastic! I have tested on 2 laptops with the problem, 10 out of 10 the tweak kept the laptop on when on a Teams call (found out a charger needs to be connected to replicate the problem for me). Let's hope for a more long term fix. - ITGuy123Mar 02, 2021Copper ContributorAlso an update from my side: all of our L13 Yoga are working now after i changed the energy settings as mentioned.
- Pedro99Mar 02, 2021Copper ContributorAlso received positive feedback from our Yoga users.
I used the commands posted by ITSupport1 but some users had another power plan active ("Full Power"?) and required me to manually change the active power plan to balanced.
Other than that, this seems like a temporary (but working) fix.
Thanks! - Sam CosbyMar 02, 2021
Microsoft
Still working with Lenovo for a long-term fix but as of now, the workaround provided is what should be leveraged for a current solution to this problem. You should not see any machine performance dip when you set this.