New MSI Gaming laptop randomly goes to sleep

alanv15a302e0

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My new MSI GS75 Stealth randomly enters sleep mode. Typically when I launch WoW. Most commonly this happens 2-3 times in a row as I launch the game. Each time the game launches it goes to sleep. Typically after the game has loaded and I am in the game fully, but sometimes it happens when the game closes. Occaisionally this even happens randomly with no game running, but the machine will go to sleep mode. Commonly this happens 2-3 times and then it is stable for many hours of game play with no issues.

I have searched on this and usually people tell the poster this is due to over heating. However this is not the case as I have adjusted cooling settings and even have it sitting on an active cooling pad. So many fans it sounds like a jet plane.

In the Windows event logs it shows the machine entered sleep mode "due to button press or lid close" but I did neither action.

I have stripped off unnecessary software, updated the bios, updated drivers, etc. but the problem persists.

Is MSI aware of this issue and are they working on a fix?

Does anyone in the community have any suggestions for what I could try to get this to stop happening?
 

alanv15a302e0

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It is the GS75 Stealth 10SGS.
It has shown these symptoms from the start.
Battery settings and sleep mode are set to never enter sleep while plugged in. The laptop is always plugged in.
 

Crazydonkey

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Go to power options > Choose what the power buttons do > select "do nothing" with all the options and check if the problem still remains or not.
 

alanv15a302e0

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Already updated bios etc.

Great suggestion for setting the power button and lid closing to do nothing. I set it just now. I will see if that helped.
 

alanv15a302e0

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That seems to have stopped it from randomly going to sleep. That seems to indicate that the sensor for the lid closure or power button, or the software side of that, must be experiencing a fault. At least this work-around stops it from happening.
 

alanv15a302e0

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The laptop still tries to go to sleep randomly. It flashes the screen and "pauses". So the engineering issue with this machine still exists and is still trying to cause errors, but the setting stops it from actually going to sleep mode. Really odd behavior. Too bad no one at the company cares enough to try to figure out what is going on with this very expensive "flagship" product of theirs.
 

Big mac

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Maybe you could try to run MSI F3 recovery to reinstall the system.
Because you mentioned that this symptom has shown from the start.
 

alanv15a302e0

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The new symptom is now it has decided to randomly shut down. hard. nothing in the logs.

I tend to agree with you. The next step is probably a complete re-install. However, if I just reinstall the recovery image I am afraid I will end up with the exact same software build that resulted in this mess.
 

alanv15a302e0

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So I have now reset to factory defaults. The machine goes to sleep randomly while playing a game. It is stable in all other cases and sits fine idle for hours. Within seconds of starting a game it randomly goes to sleep. The logs show a button press is the cause.

At this point I believe I have a faulty machine and I think I should probably request an RMA. Does anyone have any other suggestions to try to get the machine to be stable and play games?
 

nysmeee155102da

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So I have now reset to factory defaults. The machine goes to sleep randomly while playing a game. It is stable in all other cases and sits fine idle for hours. Within seconds of starting a game it randomly goes to sleep. The logs show a button press is the cause.

At this point I believe I have a faulty machine and I think I should probably request an RMA. Does anyone have any other suggestions to try to get the machine to be stable and play games?
Are there other symptoms before the laptop goes to the sleep mode while gaming?
How do you tell the laptop enters the sleep mode (besides the logs show a button press is the cause)? Do you see the LED light on the power button light up and goes off regularly?

Use this tool to export and share your system info file here.
 

alanv15a302e0

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For anyone still watching. When it goes to sleep I know because both screens flicker, then the laptop goes dark and the led turns white. I can then press the power button and it wakes up from sleep and has all the programs in their state they were in when it went to sleep.

This happens just looking at a browser. It is not necessarily tied to gaming. It can happen when I first turn on the machine, it can happen multiple times in a row, or the machine could be fine for hours and then decide to randomly go to sleep.

I have had now 3 cases open with MSI. They usually offer some helpful advice and then go quiet and stop responding. First was to update the EC firmware which I did. The problem persisted, but the support person stopped responding.

I opened a new ticket that got no responses.

I opened a third ticket that got the response that I needed to downgrade the BIOS to version 10E. I followed their instructions, the bios downgrade took (I was running 10F). Upon starting Windows again I was presented with a message in Windows that said it needed to reboot to finish installing 10F. wtf

So after reboot it is back to 10F.

I reported this to the MSI support person who first told me to "follow the instructions". So I wrote back explaining exactly what steps I have taken. Including going to the BIOS itself and having it flash the BIOS to 10E. Same results. Some form of BIOS protection from MSI is kicking in and returning it to the newer BIOS after flashing it to the older version.

I included multiple diagnostic export files and screen prints in my last post back to the case. But again, no response so far.

This is the GS75 Stealth 10SGS-027 model.
I restored it to factory install as part of troubleshooting the problem. It is only running the factory software with factory settings and World of Warcraft.

I attached the diag output files from when it had 10E installed right before I rebooted and then again after reboot when it was back to 10F.
I attached screen shots showing the Dragon Center screen showing the bios version strings as well as the windows message stating it needed to reboot to get to 10F.
I also attached the screen that shows up during the return to 10F process which it obviously an MSI piece of software that is triggering to return the bios to the newer version.
I checked in the BIOS and the settings are setup to allow a downgrade and to NOT do bios protection. Unless those settings are logically the opposite of what they appear to be I suppose.

Any other ideas out there? Very frustrating to have such an expensive and well performing machine overall have such an annoying hardware problem that makes it largely unuseable for its intended purpose.
 

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alanv15a302e0

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In case anyone is still watching this thread the MSI support folks have still not responded to my latest update of the ticket. My guess is they don't have a clue so rather than say they don't have an answer and offering an RMA or any other help they will just ignore me.

Sad really. I bought my last two gaming laptops from MSI. They were both solid products that run well, and I felt good about making this purchase. Now I will need to cross MSI off of my list of computer manufacturers to trade with as the engineering on this product is apparently faulty, and they seem incapable of providing support for their products. Buyer beware.
 

drek4

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Have you tried this already?

.

 
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alanv15a302e0

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Thanks for the suggestion. I had not seen that suggestion. I just tried it, but it didn't help. It did adjust some settings when I told it to restore to defaults, but the machine still suddenly goes to sleep.

The laptop was awake on my desk next to me for an hour or so this morning. with no issues, but I wasn't actively using it.
I saw your message.
I followed the instructions to reset the default options for the power plan settings.
I then rebooted.
I launched World of Warcraft, loaded a character, and entered the game world.
Then I started walking the character to a different part of the room it was in.
The machine suddenly went to sleep.
Screens went black, fans went quiet, and led turned white.
I then clicked the power button and got back to where I was only the game had disconnected.

It actually acts like the swap from the Intel graphics to the NVidia graphics is part of the trigger for this odd behavior. However I have also tried forcing the machine into discrete graphics mode to stop the switching, but that did not change the behavior of suddenly going to sleep.
 

drek4

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Did you try disabling IGPU in BIOS and any power saving mode?
 
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alanv15a302e0

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Thank you for helping by the way. :)

So when I disabled hybrid graphics previously I did that with the setting in Dragon Center. After your post I looked in the bios and did not see an option that explicitly said "disable integrated intel graphics and always use discrete nvidia graphics" so I did not try to change anything there.

I did read the nvidia post you shared and I found it to be very interesting. I didn't do everything the writer suggested, but I DID put World of Warcraft in the program settings tab and I set it to Prefer Maximum Performance. Funny thing was when I clicked save it reverted to Optimized. So I set it again to Prefer Maximum Performance and saved it and it took. I then rebooted and double checked that it was still set to maximum which it was. I have been able to get in and out of WoW a few times now and no sudden sleep mode. I will continue testing throughout the day and let you know how it goes. Fingers crossed.
 
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