Mobile Studio 16 Turning off randomly

[tienbu]

Hi,

After the latest update my Mobile Studio 16" lost all the settings and started having a strange issue. While working on battery (still full) it switches off completely. This is happening randomly sometimes I am just browsing a site and it happens. I sent an email to customer care last week but I didn't get a reply.

Need help on this one. This is a brand new unit.

Thanks,
Etienne

[wacom1]

Do you have an external monitor attached ? And your tablet has an NVidia card ? Then I suggest to look for the latest graphics driver. I would also check Windows power options: perhaps a button is configured to power down the unit - that button might be triggered accidentially. You should get a reply from support soon.

[tienbu]

Hi Thanks for the reply.

I have no external monitor attached. This only happens on battery. While typing this it has already switched off 3 times while using just an external Bluetooth keyboard.

Thanks,
Etienne

[wacom4]

Thanks for notifying us.
And apologies for the long waiting time.
I have asked the support team to contact you asap as this is a case where I suspect we need more details from you than we should share in a public forum.

[zippitt]

Was there a resolution to this problem, I am having the same issue with my new mobile studio pro 16.

[tienbu]

Was there a resolution to this problem, I am having the same issue with my new mobile studio pro 16.

Hi

The solution is to reset windows and reinstall everything. Now there is no issues.

Hope this works :)

Etienne

[zippitt]

Thanks, not looking forward to it, but it's definitely preferable to a replacement.