Forum Discussion
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 after some time in the call, the computer shuts down. the shut down accrues without a warning and it is a brute force shutdown i.e. without a safe close of all applications. It is as if you were pressing a long press on the power button.
We tried to reinstall TEAMS and to make sure that our laptops are working with the latest update, with no change.
Did anyone ever faced this phenomenon?
Any suggestions?
Thanks,
Eric
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
158 Replies
We are seeing a lot of this as well at our school. Teams meetings are causing an abrupt shutdown. It is not happening with any other application. We also are using Lenovo Yoga L13s. We have about 160 of these deployed. We would be very interested in a solution. It is wreaking havoc on our teacher's ability to conduct remote classes.
eric_joely Hi guys, if like us you have a lot of L13 devices deployed then you can use the below script to automate this paired with whatever MDM you use.
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- We are also experiencing this issue. After weeks of trying to isolate it down, it is starting to look like the Lenovo Intelligent Thermal Solution Driver Version 1.0.1.369 on Yoga's that are not using the default Balanced Power Settings might be the culprit.
At first, we rolled back this Driver in Device Manager to 1.0.1.359 and it would be okay for a few days or a week, until it auto-updated again.
Now, we are setting the Power Settings to the Balanced default and running your Script. So far making these two changes seems to "hold" our Yoga's in a working state.HongKongPhooeyGal
My current Lenovo Intelligent Thermal Solution Driver Version was 2.0.369.1 on E14 (intel) dated as 01/14/2021 and installed on 02/08/2021.
Reverted it today to 1.0.1.363 (dated as 11/16/2020)
Relevant information about my system I've posted in this thread
https://www.reddit.com/r/thinkpad/comments/lslhja/e14_suddenly_shuts_down/
I've also suspected about the drivers since shutdown only happens while using teams and after February updates
I thought the culprit was "BIOS" or "LENOVO SYSTEM"
PS: I always use my laptop on balanced mode, because of the slider that allows me to control fan behavior
eric_joely
We have the same problem in our organisation with a ThinkPad L13 Yoga (Type 20R5-000HMH).The computer shuts down unexpectedly when starting a Microsoft Teams video call. It doesn't happen every time, though. Also, it happened a couple of times using a Skype video call.
Recently we've got this PC back from a service centre where its touchscreen got replaced after an accident. The problems started after the repair. Initially, I thought this was some kind of hardware problem unique to our PC but now I know that other people have the same issue. Probably just a coincidence for us since the laptop got shelved for a few months and probably received some "ugly" software updates during the repair.
Thanks everyone for reporting this.RayDilsons TWIMC I experienced a very similar type of experience last Wednesday on Teams session. Though I must specify I wasn't using Lenovo but Surface Book 3 15" connected to twin pair of Dell large screens through a Microsoft Surface Dock. So to make a long story short, Teams session started fine with no issues then all of a sudden only after a few minutes, both screens instantly turned to black with no warning, Surface shut down and restarted like forced restart. I obviously lost connection with Teams session. I tried to rejoin Teams session through sent invitation link, but unfortunately it didn't work. I used Teams a lot of times and that never happened. My first thought was that it may have been caused by a very brief power failure, though reading comments brings me to consider another theory.., Thanks for sharing
RayDilsons Hello,
I have the same problem starting february with Lenovo ThinkPad L13... starting from february a few days before 1 year warranty expires.
It makes a random forced shutdown when in Teams calls (i noticed a high temperature, sensor indicate sometimes 100 degree celsius). I changed the thermal pasta, but the same problem occures. I am monitorign the rtemparature, thinking that this might be cause. But in rest the laptop does not have a problems even when rendering video 1 hour....
Hi, after running a BIOS update v1.29, it seemed to have sorted out the problem. I tested it on 2 laptops that had the Teams shutting down the laptop problem. Maybe worth giving that a try.
- bwilson
Microsoft
To make sure I understand, this is not an application crashing issue, the machine actually bugchecks and throws an error message and forces a reboot?
If you go into Control Panel / System and Security / Security and Maintenance / Reliability Monitor
What kinds of failures do you see there, also do you see any event ids, 1000, 1001, 10000, 10001
If you see an event id 1001 in the Applicaiton Event Log, and it is for Teams.exe can you share something like this:
Report Id: 64108566-BDB3-4C01-9DFA-3AC17EE62D70
Report Status: 268435464
Hashed bucket: c203fc7c6437bafb1030ff27934493feIf it is a bugcheck you will see an entry like this:
The computer has rebooted from a bugcheck. The bugcheck was: 0xbwilson The machine does not trows an error. It just power off. I do not see any error in Aplication log. In Reliability monitor are only mesages over unexpected shutdown.
I have Teams app uninstalled and installed again. It seems that I have newer version and I hope that this issue is solved.
eric_joely Same issue here, been ongoing for about 5 weeks. I replaced the problem laptops with new ones and so far no issues for those users. I have been working on the problem ones for a couple of weeks and no amount of jiggering seems to solve the problem. Even blasted them both and rebuilt from scratch. Nothing in any log files at all. I've also stress tested them both and cannot duplicate the issue. Only happens when joining or starting a TEAMS meeting. I can use one of the laptops for days without a problem and then it will rear it's ugly head. It's frustrating as you can never be sure any of the changes you make actually work without using it for a few days and just when you think you may have it taken care of, it crashes. Very puzzling.
eric_joely I have same issue. I log out from Teams en log in again. This workaround helps for a while.
Samir Raslan Yes tried that too, still the same issue, thanks for the suggestion!
Samir,
Thanks for your tip,
Unfortunately I tired it several times and even removed TEAMS and installed it again from scratch with no change.
Best,Eric Samir Raslan
- Sam Cosby
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
- We are experiencing this with one Lenovo E15 (R7 5700u, 16GB).
Hi - The mitigation plan unfortunately does not work for my L13 Yoga. I have it implemented and updated all drivers etc. but the CPU temperature spikes bringing my laptop down during TEAMS calls (randomly-no specific pattern). This only happens while using TEAMS - not any other programs, including other videoconference solutions.
When can we expect a permanent solution from Microsoft and Lenovo - as you mention in your post? And if found - please provide a link. Thank you.
Today I had the same problem. Changed power management settings to 99%, not sure if it helps. If there is any other solution please let me know.
OS Name Microsoft Windows 10 Pro
Version 10.0.19042 Build 19042
System Model 20R30005MX
System Type x64-based PC
System SKU LENOVO_MT_20R3_BU_Think_FM_ThinkPad L13
Processor Intel(R) Core(TM) i5-10210U CPU @ 1.60GHz, 2112 Mhz, 4 Core(s), 8 Logical
- I'm also being affected by it. We currently have two of the same model having the same issue and up to date.
I have just finished installed Teams as a browser app and a made a small successful test.
Might be an alternative while no fix is available
¯\_(ツ)_/¯- We too get the same issue, ran all the updates but still get the shut down problem. Some users can't even use the browser version of Teams but it still happens! Ticking the Disable GPU option in Teams did not make a difference. No idea why this happens to some users but not all. Even though they use the same Lenovo L13 laptop.
eric_joely Currently working via a Lenovo IdeaCentre 520 AIO, Windows 10 SL, and I get exactly the same issues, whether I use the desktop app or the browser. My principal swears it's an issue with my internet, but I'm pretty sure (I'm not tech-savvy by any means) it's either something wrong with my processor or something among those lines...
I've tried reinstalling Teams, clearing caché, closing all apps and windows except Teams, and nothing works - I can't even pinpoint an exact cause, since it's always completely random, as you described.
If anyone learns of a way to fix this, I'd be eternally grateful!
Lenovo support told me today that the problem isn't limited to L13 Yoga, customers have also reported it with other models.
They also told me that they don't have or know a solution yet, but they say it is something Microsoft has to fix. They believe that the audio driver is the perpetrator but this is only an assumption.
I will now try to downgrade the audio driver (in my case v9.0.285.40 to v9.0.284.30) and "Disable GPU hardware acceleration". Maybe this will help until there is an appropriate fix.
Same problem here with three 20R5000KGE models.
I will call Lenovo support today, this is getting super annoying...
Did somebody already try this?
https://blog.guybarrette.com/microsoft-teams-crashes-fixes
eric_joely Hi there, our company have Thinkpad L13 and we have the same issues: teams shuts down in the middle of a call randomly. the weird thing is that Windows Event Viewer doesn't show any ID events of 1074 or 6008 so i can't say its a hardware issue, or anything.
