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eric_joely's avatar
eric_joely
Copper Contributor
Feb 10, 2021
Solved

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 ...
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razor_8's avatar
razor_8
Copper Contributor
Mar 18, 2021
Let's get real, this situation is ridiculous

Spent one week using another machine for teams and had ZERO shutdowns on my Thinkpad which means the hardware is ok.
Lenovo says I should contact IBM since this is NOT a Hardware issue (replacing motherboard won't fix this)
IBM (suphc@br.ibm.com) does not reply to my email (since march 3, their 7 working days reply time policy expired march 12)
Microsoft.... No reply on this thread for a long while. (I've offered to send logs or allow a remote desktop if they want to investigate or run some diagnostics)

Lots of Thinkpads getting random shutdowns. People getting disconnected from meetings. Losing unsaved works (or hours long simulations for me)

We all know this mess was caused by some February update (Microsoft or Lenovo, I don't know). if you guys can't fix this, just revert whatever update this was. I just want my machine to work and not be feared that it will shut down anytime if I open teams (Yeah tried teams today and it shut down.)
bwilson's avatar
bwilson
Icon for Microsoft rankMicrosoft
Mar 18, 2021

razor_8 

 

I am sorry you feel that way and I haven't replied here as we are in the process of working with Lenovo for them to reproduce the issue and diagnose the problem. I appreciate the offer for logs and/or remote desktop but it isn't really necessary at this point. 

Are you saying that the steps to limit the CPU in the power schema did not work for you?

 

  • razor_8's avatar
    razor_8
    Copper Contributor
    Mar 18, 2021

    bwilson 
    I do understand that this thread is mostly focused on L13, so I don't know if this happens only for me or E14(intel) devices in general. But so far nothing that I've tried solved the issue so far.

    - Set Max CPU to 99% // (both manually and powercfg .bat) Fail
    - Disable Hardware acceleration for Teams // Fail
    - Roll Back thermal solution driver // Fail

    If this seems more appropriate, I can create a specific thread for E14 devices

    • bwilson's avatar
      bwilson
      Icon for Microsoft rankMicrosoft
      Mar 19, 2021
      That might be the best, or wait to see the outcome of this investigation to see if it provides relief for you as well. Do you know if this problem just started recently for you as well? Do you have a windows restore point before such date? Do you ever see the issue if you use Teams in the web client instead of the desktop client?
      • razor_8's avatar
        razor_8
        Copper Contributor
        Mar 19, 2021

        bwilson 
        This has been happening since February, I have only one restore point, but unfortunately, that's in March.

        I've tried teams web but sometimes the image freeze, I can hear people typing and talking, but the screen gets stuck(frozen), so that's why I use the complete APP

        As the most effective fix so far is limiting the CPU, right now I'll try to underpower the CPU(i7-10510U), setting both POWER MAX and short power max to 10W on intel XTU as this is listed on ARK as Configurable TDP-down. (+ the 99% CPU max CPU state)

        Since we are talking about CPU, I do remember that bios 1.15 had some CVE mitigations for the CPU.
        Effectively this changed the CPU microcode. MAYBE what was a happy working CPU now gets mad with some specific teams instructions and shuts the entire system down.

        Anyway, as most people here think this is a driver issue, maybe it is a bios/hardware one.

        #Edit----
        Can't install Bios 1.14 as there's anti-rollback enabled
        https://download.lenovo.com/pccbbs/mobiles/r16uj12w.txt

        Would be nice if Lenovo/IBM joins the thread too

        #Edit 2 ----
        This is not a temperature problem, CPU gets stable at 78-82°C on my workload(even hit some temps as 95°C on stress tests). Shutdowns happen when temp is below or at 65°C 

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