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Author Topic: Random power-off and wont turn on. (GT72S 6QE dominator pro G)  (Read 14863 times)

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s.bilalafzalTopic starter

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Hi guys,

I have GT72S 6QE dominator pro G. I have all the drivers, BIOS and firmware updated. My laptop randomly powers-off all of a sudden and then couldn't turn-on unless I pull out the charger and then plug it in again. Please note that battery is always charged.
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sportkung

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #1 on: 11-October-16, 03:43:48 »

Does the system shutdown happen with heavy loading programs? Or it just happens on idle status? You could check the CPU/GPU temperature by Dragon Gaming Center first.
 

Besides, maybe you could export the whole system information by latest Help Desk and post that info in here. Let forum guys to help you to check the system configuration and software environment.
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s.bilalafzalTopic starter

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #2 on: 11-October-16, 07:19:04 »

Does the system shutdown happen with heavy loading programs? Or it just happens on idle status? You could check the CPU/GPU temperature by Dragon Gaming Center first.
 

Besides, maybe you could export the whole system information by latest Help Desk and post that info in here. Let forum guys to help you to check the system configuration and software environment.
Thanks for the reply. I checked monitored CPU & GPU temperature while running FIFA 17 upto 8 hrs and it worked fine. And then I closed the game and everything temperature came down to around 55 C. So there is no heating issue. However I was just watching some TV series and the laptop powered off all of a sudden. No notifications, nothing. So as usual I plugged out the charged, plugged it again and laptop turned on successfully. I check the event logs and it says "The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly."

I have contacted the Online support and they suggest me to RMA. So I am taking it to the service center.
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project.jer

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #3 on: 11-October-16, 10:43:23 »

Maybe it can be problem in power circuits. Contact service center
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s.bilalafzalTopic starter

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #4 on: 13-November-16, 12:20:39 »

Hi, i RMA'd my device and got it back with motherboard replaced. Still i am facing same issue. The laptop shuts down without any notification and then does not turn on unless I unplug and plug the charger again
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rafael197625

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #5 on: 18-February-17, 04:13:59 »

hi,

i have the same problem  i have replace the paste of the gpu and cpu thinking that was a heat problem and i have blow the dust and nothing worked it just shust itself without any notice and i need to unplug and plug the charger to that i can turn the laptop on .
the battery works fine when it is on battery only .
i need advice because the laptop is out of the warranty .
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Konstantin

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #6 on: 20-February-17, 22:24:24 »

It doesn’t looks like the same problem. You could try to use latest Help Desk to export the system info and post the whole text in here first.
 

Is the shutdown problem looks like BSOD? BSOD issue could find the mini dump from C:\Windows\Minidump. You could attach them in comment, too.
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conny.knudsen

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I have the same issue.

Started all of a sudden 2 days ago.
Total stop (No BSD or black screen, just total turn off on the laptop) when under heavy load and then I need to unplug the power cord to be able to restart the laptop.

I replaced the charger (I have two) but same problem.
I reinstalled windows 10 but still the same problem.

I have the same model, GT72S 6QE dominator pro G.
Anyone have any idea?

/C
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Konstantin

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Hi conny.knudsen,
 
Use latest Help Desk to export the system info and post the text information in here.
 

You also should check the CPU/GPU temperature in Dragon Gaming Center and post the screen shot, too.
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conny.knudsen

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Hi,

Will post my file when i get home again on the 26th.

I monitored the temperature and it did not go up alarmingly before turnoff, around 65C if i remember correct.
The Watt fluctuated from 50-187 according to DGC, and at one time it showed no number but the letters AC was shown, a bit after that it stopped.

So taking a snapshot when it works will not show anything out of the ordinary.
Will get back to you with the system info from help center.

Since I noticed the issue i have done the following:
BIOS Update
Nvidia driver update
Battery celebrating update
Reinstall windows 10
Firmware update of thunderbolt
Changed the charger

Still same problem after this. 

Running games on low settings, less GPU/CPU workload, will result in loger playtime or even no stop.

/C
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conny.knudsen

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Here is the system information.

As I stated before, to test if this was a software problem I have reloaded Windows 10 from the MSI backup so system is in the same state as when i got it new and Everything worked.

------------------
System Information
------------------
Serial Number:                9S7178211054ZFB000051
Product Name:                 GT72S 6QE
OS:                           Microsoft Windows 10 Home 64 bitar
Windows Product Key:          H8Q94
HDI Build:                    ZS7-1782TM4-JS1   3.TC6.A9.12.0.1 
BIOS Version:                 E1782IMS.11D
BIOS Release Date:            2016/10/14
EC Version:                   1782EMS1.1091106201514:23:24
CPU:                          Intel(R) Core(TM) i7-6820HK CPU @ 2.70GHz
Memory:                       16 GB @ 1066 MHz
                               - 8192 MB, DDR3-2133, SK Hynix HMA41GS6AFR8N-TF   
                               - 8192 MB, DDR3-2133, SK Hynix HMA41GS6AFR8N-TF   
Graphics:                     NVIDIA GeForce GTX 980M, 4095 MB
VBIOS Version:                84.04.48.00.33
Drive:                        HDD, HGST HTS721010A9E630, 931,51 GB
Drive:                        SSD, Intel Raid 0 Volume, 238,48 GB
Network:                      Killer Wireless-n/a/ac 1535 Wireless Network Adapter
Network:                      Bluetooth Device (Personal Area Network)
Network:                      Killer E2400 Gigabit Ethernet Controller
---------------------
Programs and Features
---------------------
Microsoft OneDrive , 17.3.6799.0327
KB9X Radio Switch Driver , 1.1.2.0
SteelSeries Engine , 2.9.2015.1
Synaptics Pointing Device Driver , 19.3.4.57
NahimicSettingsConfigurator , 1.2.901
CheckDevicesConfigurator , 1.2.901
LauncherSetup , 1.2.901
UIInstallUpgrade , 1.2.901
Intel(R) Chipset Device Software , 10.1.1.9
AudioFXSetup , 1.2.901
Killer E240x Drivers , 1.1.56.1122
Qualcomm Atheros QCA6174_9377 Bluetooth Suite (64) , 10.0.0.149
SCM , 13.015.09115
Killer Wireless-AC 1535 Drivers , 1.1.56.1122
Intel(R) Rapid Storage Technology , 14.6.0.1029
ProductDaemonSetup , 1.2.901
Intel® Trusted Connect Service Client , 1.42.17.0
Intel(R) Management Engine Components , 11.0.0.1169
NVIDIA 3D Vision Driver 353.96 , 353.96
NVIDIA Control Panel 353.96 , 353.96
NVIDIA Graphics Driver 353.96 , 353.96
NVIDIA GeForce Experience 2.5.12.11 , 2.5.12.11
NVIDIA PhysX System Software 9.15.0428 , 9.15.0428
NVIDIA Update 2.5.12.11 , 2.5.12.11
NVIDIA LED Visualizer 1.0 , 1.0
SHIELD Streaming , 4.1.3000
NVIDIA GeForce Experience Service , 2.5.12.11
NVIDIA HD Audio Driver 1.3.34.3 , 1.3.34.3
NVIDIA Install Application , 2.1002.180.1515
NVIDIA Network Service , 2.4
NVIDIA ShadowPlay 2.5.12.11 , 2.5.12.11
SHIELD Wireless Controller Driver , 2.5.12.11
NVIDIA Update Core , 2.5.12.11
NVIDIA Virtual Audio 1.2.30 , 1.2.30
MSI True Color , 1.5.656
WinZip 17.5 , 17.5.10562
Microsoft SQL Server Compact 3.5 SP2 x64 ENU , 3.5.8080.0
Intel(R) ME UninstallLegacy , 1.0.1.0
Killer Network Manager , 1.1.56.1122
Killer Bandwidth Control Filter Driver , 1.1.56.1122
MSI Remind Manager , 1.0.1508.1001
Battery Calibration , 1.0.1508.1001
Help Desk , 1.0.1509.0301
BurnRecovery , 5.0.1509.201
Dragon Gaming Center , 2.0.1510.2701
CyberLink PowerDVD 12 , 12.0.5307.55
Sizing Options , 2.0.1508.1001
Norton Security , 22.5.1.7
NVIDIA Stereoscopic 3D Driver , 7.17.12.6514
Razer Synapse , 2.20.17.302
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.4148 , 9.0.30729.4148
Boot Configure , 20.015.08254
Microsoft Visual C++ 2012 Redistributable (x86) - 11.0.61030 , 11.0.61030.0
Microsoft SQL Server Compact 3.5 SP2 ENU , 3.5.8080.0
Intel® Security Assist , 1.0.0.532
Intel Extreme Tuning Utility , 6.0.2.8
Thunderbolt(TM) Software , 15.2.35.250
Realtek Card Reader , 6.3.9600.21275
MSI Social Media Collection , 1.14.2251
SUPER CHARGER , 1.2.024
Microsoft Visual C++ 2005 Redistributable , 8.0.59193
XSplit Gamecaster , 2.5.1507.3018
Microsoft Office , 15.0.4693.1005
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.17 , 9.0.30729
Microsoft Visual C++ 2012 x86 Additional Runtime - 11.0.61030 , 11.0.61030
Microsoft Visual C++ 2012 x86 Minimum Runtime - 11.0.61030 , 11.0.61030
Nahimic for MSI , 1.2.9
Killer Performance Suite , 1.1.56.1122
Intel(R) Processor Graphics , 10.18.15.4281
Realtek High Definition Audio Driver , 6.0.1.7629
-------------
OS Activation
-------------
Namn: Windows(R), Core edition
Beskrivning: Windows(R) Operating System, OEM_DM channel
Ofullst„ndig produktnyckel: H8Q94
Licenstillst†nd: Licensierad
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Konstantin

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So the default system works. Does the problem happening after Windows Update? Or it is happening after installing certain apps?
 

You could check the Windows version by [winver.exe]. Also, try to remove the old Help Desk and download/install the latest version. Then, you could export the system details again.
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conny.knudsen

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No, default system does not work.
Fully patched system does not work.

It only works when CPU/GPU is under no or low load. See my posts above,
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conny.knudsen

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Did some testing of the CPU load. Coded a Movie file,

CPU Went to max load under a few minutes.
Temp maxxed at 94C and CPU fan ran up to 2600 RPM but no stop there.
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conny.knudsen

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Did some GPU testing with 3DMARK, Fire Strike test.

Running at HD res on internal screen, the 980M survived, no crash but GPU temp went over 85C, fan at 2800+

When attaching my 2K monitor (mini-display port on laptop) and running games at around 2600x1400 res the power drain is near 300W and the AC symbole is shown were the watt is supose to show in DGC, right after that the PC dies OR the charger dies. If only charger dies the PC reverts down to batterypower and the 980M drains less power. I also now noticed that I can get graphic distortions if the PC survives when the charger dies.

To reset the charger I need to unplugg it from the power outlet. As stated before I have two chargers, same problem.

I am guessing i have a GFX-card, cooling or a motherboard problem. Sadly, I think it is time to take the PC to the place I got it from :(

/C
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conny.knudsen

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Just to be sure that my 2K monitor was not the problem I conected another HD monitor to the PC (HDMI port this time) and made the same GFX tests.
The PC died very fast sadly. Will return the PC to the dealer tomorrow, hope they can fix it.

/C
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shadowcid

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I'm having the exact same issue on the exact same model. Reboots will occur unexpectedly in any environment, be it within Windows or even while booting or looking at the UEFI settings (both on AC and battery). 

I sent it in under warranty for repair in February and received it back in early April with supposedly a new motherboard replacement inside, though they said they couldn't replicate the issue in their workshop. It seemed to be fine for a day or two and then the same problem started occurring again. I'm going to send it back for RMA again but at this point it looks like it may be something faulty with this particular model.
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khaldara

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I have this exact same model, and exact same issue.

I sent the laptop in for MSI RMA service once already, they changed the DC jack. Received it back and the very next day it reverted to this same behavior.

I can leave the machine idle at the Windows desktop for hours and hours with no issue or use it for light/minimal tasks like web browsing without a problem, when under a load though (typically in a more graphically intensive game running fullscreen) it will randomly just turn off completely. Battery is at full charge, AC adapter is plugged into a surge protector and UPS. The machine will then not boot unless the AC adapter is unplugged/plugged back in again. Once or twice after plugging the AC adapter back in, I've then had it turn back off again while attempting to clear the MSI POST screen.

It absolutely looks like a hardware issue to me.

I've verified I have the most recent BIOS revision for this model, I've updated video drivers to the latest revisions, and have run sfc /scannow with no windows file violations detected.

The system event log shows a large number of critical errors pertaining to the random power off events, but no associated errors that would typically account for this sort of thing (not seeing bad memory errors, not seeing disk sector errors, no thermal events of any kind, etc)

It's pretty frustrating to say the least. I mean it's great that you can use the device for menial low utilization tasks, but this particular issue renders it completely useless for gaming (which is notably a rather large detriment when one purchases something advertised as a gaming laptop). It's effectively as useful as a Dell with onboard potato chipset graphics right now.

 I'm not sure what other troubleshooting would bear fruit as this seems to be completely hardware related to me, has anybody had luck with this getting resolved in an RMA at all? Having to pay to send it out there only to have the issue persist isn't really ideal either.

I flashed the EC this morning too as an attempted fix recommended for a charging problem it had been experiencing before the first round of RMA service (just because, at this point I'm just grasping at straws on this).

System info is as follows:

------------------
System Information
------------------
Serial Number:                9S7178211220ZFB000017
Product Name:                 GT72S 6QE
OS:                           Microsoft Windows 10 Home 64-bit
Windows Product Key:          *****
HDI Build:                    ZS7-1782TM4-CS2   3.TC6.A9.12.0.1  
BIOS Version:                 E1782IMS.11D
BIOS Release Date:            2016/10/14
EC Version:                   1782EMS1.1091106201514:23:24
CPU:                          Intel(R) Core(TM) i7-6820HK CPU @ 2.70GHz
Memory:                       32 GB @ 1066 MHz
                               - 8192 MB, DDR4-2133, SK Hynix HMA41GS6AFR8N-TF    
                               - 8192 MB, DDR4-2133, SK Hynix HMA41GS6AFR8N-TF    
                               - 8192 MB, DDR4-2133, SK Hynix HMA41GS6AFR8N-TF    
                               - 8192 MB, DDR4-2133, SK Hynix HMA41GS6AFR8N-TF    
Graphics:                     NVIDIA GeForce GTX 980M, 8192 MB
VBIOS Version:                84.04.48.00.32,8388608
Drive:                        HDD, HGST HTS721010A9E630, 931.51 GB
Drive:                        SSD, Intel Raid 0 Volume, 238.48 GB
Network:                      Killer E2400 Gigabit Ethernet Controller
Network:                      Killer Wireless-n/a/ac 1535 Wireless Network Adapter
Network:                      Bluetooth Device (Personal Area Network)

---------------------

I am on-call this week so I can't send the machine in for RMA service for a few days yet. If anyone's had success with something that can be done locally in the interim let me know, I'd really appreciate it
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toni_modahl

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #18 on: 28-August-17, 11:38:09 »

Same here! happened today, and beed trying 5 different drivers been on support with nvidia and made all the adjustments to power and what need. nothing makes it better, need unplug and back in for waking the computer up!!! what cant MSI aswer for this =? its not like its a one persone case. waranty is out but computer shuld last longer than this ? :censored:

if u check the log for the system the warning that was described was Kernel-processor-power 37
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d1rtyf1ng3rs

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #19 on: 10-September-17, 14:58:23 »

Got the same problem yesterday. Also, did some research that I'm willing to share.

The problem started with the battery. I was getting a "15%, plugged in, not charging" popup message on my battery. "Not charging", no matter the battery state.
This was solved by unplugging the charger, removing all the devices in "Battery" section in "Device manager" and restarting the laptop, and then plugging in the charger.
Here I thought that it's all over & fine. I have never been so wrong...

Even if I "force" my laptop to see the charger, I seem to be unable to play any game without getting a full sudden shutdown - no bluescreen, no warnings, no sensible logs in windows' "Messages"...
Also, here's what I noticed, and would like to confirm: when my laptop shuts down in this "sudden" way, the power brick also "shuts down" - it's LED light turns off (Has anyone experienced this too?) .
After that, the brick itself has to be re-plugged to work again.

Here comes more. Besides Windows 10, I've got some Ubuntu linux (16.04 LTS, x64) running from an external drive. So far so good, it goes all well - battery charges, games work.
Question: might it be Windows' battery / "charger" drivers or certain Windows update?
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d1rtyf1ng3rs

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #20 on: 11-September-17, 09:36:44 »

UPD. Just reproduced the problem on Ubuntu Linux too.
Looks like it's all about graphics load. Few benchmarks (Furmark to be precise) managed to get the laptop to emergency shutdown.
Gonna replace the power brick today, and run some tests with it to determine whether it's the power brick or laptop internals causing the problem... Will post results later.
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biebuyck

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #21 on: 20-September-17, 01:20:39 »

Hello all,

I sent my notebook in RMA on 5/1/2017 because it would no longer turn on after the battery became depleted. I did receive it back and they said they did no work on it.
Now after a few months the symptoms started again. Not charging while plugged in. More often this happened while under heavy load like VR games. Battery calibration is also no longer working. 
Today the notebook battery is again completely depleted and I can not turn it on again. Resetting the EC did nothing.
I will send it again in RMA and hopefully they will find a permanent solution this time.

Good luck to you all.
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kevinwaltene

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #22 on: 07-October-17, 03:37:57 »

Sorry for the bump of an old topic, but I recognise this. Started a couple of weeks ago. During gaming (Overwatch, F1 2017, Rocket League), suddenly it looks like someone keeps pressing the power button and it shutdown hard. No BSOD, just a hard shutdown. Same issues with the power brick, need to take it out of the wall socked and reinsert to be able to boot again. As someone stated, also LED is off on the power brick. Same laptop type (GT72S 6QE Dominator Pro G).

Opened the laptop yesterday to check for dust or loose connectors, all seems to be okay.

It's driving me nuts, after 1 year of use this shouldn't happen to a 2300 euro laptop.

Has anyone been able to find any solution for this?

(BTW, yes, already did the latest BIOS update, EC update, battery recal, battery reset and so on)
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biebuyck

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #23 on: 16-October-17, 06:31:41 »

Hello,

I sent my notebook in RMA a second time because the battery was depleted as I mentioned in my first post.
It was impossible to charge the battery.
This time they have replaced the motherboard and reset windows.

Hopefully it keeps on working. But just in case I bought the Infinite A.

Regards
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husam.banno

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #24 on: 17-October-17, 02:59:54 »

I had the same problem, and I did nothing just updating the component of the laptop and I waited for the win10 last update and now every thing is running smoothly, I counted this problem only when the power is pulged in and only on low load like watching videos and surfing the net, gaming was no problem at all even in high quality... just be patient and wait for updates  ;-))
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chirtoc.silviu

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #25 on: 17-October-17, 14:22:47 »

Same problem at me. Send it to rma and they told me they changed cpu, mb, power brick and battery. And cause was a complete silent
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d1rtyf1ng3rs

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #26 on: 24-October-17, 06:23:48 »

Hello everybody.

Sorry for "resurrecting" the topic.
Here's the end of my troubles from previous posts.
Unfortunately, the new power brick turned out absolutely impossible to find in my country.
So I used the laptop on battery alone, with low-to-none load, and fully turned-off for / while recharging.
Unfortunately, after a couple days of such usage, the 'random shutdown' happened even on battery, e.g. with power brick disconnected from the laptop.
So, definitely a hardware problem, in my case.
Returned the laptop to the shop next day for repairs.

Regards, and good luck.
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mythos_tbk

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #27 on: 01-November-17, 10:24:27 »

I have a similar problem myself with an MSI GT72 2QE Dominator Pro
problem description:
laptop powers-off when gaming (or when gpu is under heavy load)
sometimes the power brick also deactivates (green light is off and must be plugged off and in again in order to light on) but not always

general information and actions:
gpu: 980m gtx 4gb
cpu: i7 4870hq
os: windows 10
os clean install
bios updated
drivers updated
thermal paste reapplied (factory thermal paste was spilled out of appropriate position and dried), vents and fans cleaned and operating well
cpu ang gpc temperatures acceptable between 30C and 80C depending load with cpu slightly warmer
system log before power off:
-kernel-power
-event ID: 41
-message error: critical
-description: "The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly."
battery integrated and operational (system powered off also while in battery when tested)
problem occurs with in 5 minutes of gaming to 4 hours (extremely rare) but mainly within the first 15 - 30 minutes
problem occurs only when heavy load is applied on gpu otherwise the system behaves fine, never shuts down
RAM stress tested OK
CPU stress tested OK
GPU stress tested, powers off depending the test values
have made tests with all shift modes and power plans, system didn't powered off while gaming only in "green mode" (DGC)
system didn't powered off also when nvidia chip was deactivated (via gpu button) and played the game with the onboard gpu (iris5200) in max performance settings (though it wasn't a pleasant experience)

any ideas on what to change/replace to fix this?
warranty is out but this definitely brings shame to MSI, the laptop costs too much to fail so soon (2 year time)
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twisted.imp

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #28 on: 06-November-17, 16:13:12 »

Hello all,
Has anyone come up with a solution for this problem?  I have the GT72s 6QE and it's shutting down while playing Witcher 3, or Fallout 4.  The laptop completely shuts down and brick has to be unplugged to reset.  My temps for GPU are not above 70C and CPU is below 60c so it doesn't appear to be heat related.  The power supply is putting out 19.6v but I have no way of checking the amps.  My  power option is set for High performance.   I have pulled the heat sinks and cleaned/reapplied paste.  I'm about to turn it in to a local repair shop for some testing but wanted to see if anyone had any ideas.

Thanks for your support
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ltt24

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #29 on: 17-November-17, 07:41:17 »

I'm having the exact same problem.... Does anyone know how to fix this?
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kaoselite

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #30 on: 28-November-17, 06:43:03 »

I have the same exact issue of you people, they changed the Mobo, processor and stuff and the episode started again, now the pc is out of warranty as i have it more than 2 years, i tried EVERYTHING and nothing works, it's not a temp issue too, i think it's the internal battery that has worn off and the pc can't handle heavy stress power wise, maybe changing the internal battery is getting this problem solved i don't know, searching online  i see that a lot of people have this issue with the MSI GT72S 6QE, the support is horrible and i WILL NOT BUY ANOTHER MSI PRODUCT AGAIN.
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kaoselite

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #31 on: 30-December-17, 08:57:41 »

Update: i've tried unplugging the internal battery an let it run only on AC, same problem, tried also flashing and updating the Bios, problem still, has anyone any idea why this is happening? It's extremely frustrating and i can't work nor play games at all.
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KingKornate

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #32 on: 01-January-18, 17:49:32 »

Hi, I've slowly been troubleshooting by myself, but after reading this, I don't think there's a solution.  I think MSI is also fine with that, as they'll just expect you to buy a new product. Same idea with Apple.  By pure luck, just after warranty expires, the product has errors past "fixing".  Anyway.

I've been keeping track of what I've been doing.  Some people have already said what I'll be stating below, but it's just easier if I copy/paste it from my own document.


Hi, this is to document the errors/symptoms that I’ve experienced, and what I’ve done to troubleshoot the problem.


Main problem:  Computer hard shuts down on high load (ex. Playing video games)


Consistent testing: Open google chrome to replicate ram load, and run video game called Play Unknown Battle Grounds (pubg)


First idea:  Bad thermal paste?

Solution:  Redo the thermal paste on the gpu and cpu chips for the heatsink to work properly.

Notes:  Found the expansion and contraction from the heat allowed some of the white thermal striping to not be where it was intended.


This didn’t fix the issue.


Second idea:  Bad ram?

Solution:  Take out, and test each ram individually, and test the ram slots as well.

Notes:  Thought it was this, so I bought new ram.  And this one was probably the longest in trying to determine if it was the ram or not.  It still **could** be, but I think there is more issues here, and that won’t let me figure it out yet till I eliminate those.


Still no fix, as it was felt really random.  Not sure if there is a better way to test the ram.  I ran the Windows Memory Diagnostic program, but it found no errors with my ram, which leads me to think it might not be the ram.


Third idea:  Bad gpu?

Solution:  Run on the on-board graphics, and see if it’ll reproduce the same result.

Notes:  One thing to note was I needed to switch games, as the on-board graphics wasn’t good enough to run the game.  So I first found a game that the graphics could run, Dota 2.  Then ran it with the gtx 980m in order to verify it’ll also crash on this game.  Success, it crashed (You know it’s bad when you start to hope for crashes, just because you knew this wouldn’t be the issue.  

While it crashed on Dota 2, with the gtx 980m, it did not crash while running the on-board graphics.


Fourth idea:  Wi-Fi issue?

Solution: Run connected to Ethernet, and disable the Wi-Fi driver.

Notes:  Still crashed


Fifth idea: re-update bios?

Solution: Flash the bios, and see if it helps.

Notes:  While I was able to run a play a round of a pubg, when I went to test the second game, Dota 2, it crashed.  So resetting the nvram might have helped?  Unsure.  Also to note, when I did play pubg, the graphics weren’t proper.  It’s hard to explain, but when I looked at the sky, or the reflection of the water, I could see a line of green, blue, and red.  Like it wasn’t functioning properly.  These lines would change position based on where I was looking.  They’d also outline the depth of the water or the clouds structure.


Sixth Idea: Test new power brick?

Solution: Buy a new power brick to see if that is the issue.  

Notes:  Issue was still reproduced when testing with new power brick.




Some things I’ve noticed while doing these tests.

-My computer won’t crash if I’m using the battery power, and not plugged into the AC adapter when playing games. (Though I've read this can become worse)

-My computer won’t crash while using the on-board graphics and having the AC adapter in.  But games also only have 10 fps usually for that then, haha.  So I think at this point, it might be either the GPU (gtx 980m) or the motherboard supplying an incorrect amount of power to the gtx 980m

-I have sent in my laptop in the past, while it was under warranty to replace, and fix the AC plug.  As it was malfunctioning.

-Also when the crash happens, sometimes my power bar will be fully drained of power.  I’ll need to unplug the power cord from the brick that leads to the wall in order for it to work again.

-Also if the above occurs, I’ll need to do that in order for my computer to turn on at all.  

IMPORTANT:

I know that this isn’t an issue to do with the windows systems file.  I have a hard drive that has Ubuntu Linux on it, and when running games, they also crash under highload.  Meaning it must be related to hardware, or bios settings, as they run before you enter into the operating system.
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kaoselite

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #33 on: 01-January-18, 19:23:48 »

Thanks KingKornate, i-m testing it now with the intel Gpu mode, so far no problems with benchmarks that usually crash, i will update my situation in case the problem represents or not, i wrote another time at MSI asking for a refund or a complete sotitution of the product as this pc had damaged me a lot jobs-wise, i had this pc on warranty before, they replaced the motherboard but the problem re appeared shortly after.
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jero-dol

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #34 on: 10-January-18, 09:51:38 »

Same problem here, computer will crash under heavy load.
I have this computer since just about 2 years too. (end of warranty, how convenient.... planned obsolescence, anyone?...)
I noticed the thing with the power brick, where the green light will not be lit anymore too.

Since two years this thread was started, nobody found anything about this yet? Does replacing the battery solves the issue?
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KingKornate

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #35 on: 10-January-18, 18:27:11 »

Same problem here, computer will crash under heavy load.
I have this computer since just about 2 years too. (end of warranty, how convenient.... planned obsolescence, anyone?...)
I noticed the thing with the power brick, where the green light will not be lit anymore too.

Since two years this thread was started, nobody found anything about this yet? Does replacing the battery solves the issue?
 
I feel like you didn't read anything in this thread...
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jero-dol

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #36 on: 11-January-18, 04:05:21 »


I feel like you didn't read anything in this thread...

I did read this topic, and no solution has been found yet, only a list of what it is not.
Please post usefull answers, or don't.

Edit: tried to calibrate the battey, issue is still there.

It would seems that for me at least, the effect is not always the same:
- Sometimes it just reboots without warning
- Sometimes screen goes black, but the computer still runs. Shut off brutally when taking the power cord off.
- Sometimes it shuts off competely, and will not restart until I plug off and on the power cord. Green led on the power block turns off.
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me.krevedko

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #37 on: 14-January-18, 06:54:43 »

I had this problem two times. First it was solved by changing motherboard, but after almost a year it came back. But i think, that solution to this random shutdown problem is to lower turboboost power max and turboboost short power max to 80W. It can be done in Intel XTU or in bios. For some reason default power is set to 200W.
I did it some time ago, and there were no shutdowns at all, even at synthetic 100% load.
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falkentyne

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #38 on: 14-January-18, 10:14:29 »

AC power light shutting off on the power brick?

Typical problem from PSU's of this era.  Is this a 180W PSU?
These psu's were known to fail prematurely.  And almost would always be something like this.  PSU just shutting off due to overload protection.
Check the type of PSU connector it uses.  You may be able to switch it to a 230W PSU, either Delta based (4 pin staggered) or Chicony based (single hole, like older MSI notebooks).
That's really all I can say about that.  The PSU swap will work, as long as you verify the connector is the same.
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jero-dol

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #39 on: 14-January-18, 13:49:34 »

@falkentyne
I checked, I already have the 230W PSU

@me.krevedko
I'll try and see if it solves my problem.
Where did you hear about doing that for that particular problem? You experimented yourself?

That would be nice to solve the problem by myself, as I've read negative comments about msi return tech support...
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me.krevedko

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #40 on: 14-January-18, 14:53:41 »

@me.krevedko
I'll try and see if it solves my problem.
Where did you hear about doing that for that particular problem? You experimented yourself?

That would be nice to solve the problem by myself, as I've read negative comments about msi return tech support...
I noticed that power brick (230W btw) shuts down under load, but notebook switches to battery power and works just fine. Other time laptop shuts down completely. But it works fine with 99% videocard load. So maybe it needs more power. I tried same power bricks from normal working laptops, but it didn't help. So I limited cpu power, that it will work normal, but will not draw more power than psu can supply. And it solved this issue completely.
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falkentyne

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #41 on: 14-January-18, 15:34:17 »

If you have time, can you take a picture of the power supply connector (hole side) and have the inside visible in a screen shot, please?
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ggicroes

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #42 on: 24-January-18, 06:21:34 »

I have been experiencing this problem too with my GT72 2qe. It only happens when the GPU is under load, at first at random but lately it will crash almost immediately after stressing the GPU. Right before the shut down it will lose power, so the power brick will have already shut down. The notebook switches power profile to on battery, but it still shuts down. Also will not turn back on unless the power cord is unplugged from wall socket. The power adapter is fine since I also have two (230 watts) and the problems occurs exactly the same with both.

I suspected it being the GPU, however it is weird that the GPU will work normally if not under heavy load, or when running on battery power. I will try to limit the power draws in XTU and report back.
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georgios.arvanitidis

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #43 on: 30-January-18, 01:05:44 »

Hi guys, I am dealing with a similar issue and this is what I've done so far without any luck.

1)Changed the motherboard (from official MSI repair centre in Italy, where the laptop was purchased) few months ago
2) Changed the performance mode from MSI utility center (oddly enough, switching from balanced to sports mode led to shut down as well, might be helpful for the troubleshooting)
3)Changed the Turbo Boost power allocation (via Intel XTU) to 150, 100, 80, 0W
4)Underclocked the CPU
5)Underclocked the GPU via MSI Afterburner utility (both core and memory clock at increments of 50MHz, up to the minimum value of -500MHz)
6)Cleaned laptop, apply thermal paste

Additionally, in order to narrow down the problem possibilities I performed the following routines:

Benchmarked the laptop's CPU (both core and cache) under stress for 5min minimum time
Results: All good
Benchmarked the laptop's Intel GPU under stress
Results: All good
Benchmarked the Nvidia GPU
Results: Shut down at random times (never reach past the 1st minute of tests)

Temperatures all over the system, show a constant <70 Celsius for both CPU and GPU before the shut down.

I kept some logs from hardware monitor tool that show log until a shut down (two shut downs in their corresponding sheets). What is interesting here is the GPU behaviour few seconds before the crashes but I cannot see any craziness overall. In these tests, SpeedBoost was disabled therefore the CPU should be running at constant speed.

What I also noticed is that the power brick can be used as an indicator towards what might be wrong. Every time that the laptop shuts down, the light remains on until I press the power button. Then the brick seems to stop providing any sort of power to the laptop (light turns off). I tried to replicate the problem running only on battery and I managed to do it just as fine.

Conclusions:
I am almost certain that this is a capacitor issue either on the PSU or GPU's side. When power demand is increased and the capacitors charge beyond some kind of threshold, maybe there is either some kind of overload or leaking causing the internal circuit to short.

This can be backed up by the fact that the brick's light turns off when I press the power button (after the laptop is abruptly shut down) meaning that something has huge power demands (short circuit) leading to some sort of failsafe mechanism.

If I wait some time, the laptop turns on normally which can point out to the fact that the faulty capacitor completely empties and then is not fully charged enabling the laptop to boot properly.

Has anyone made any break through? :P
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igorek00

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #44 on: 30-January-18, 22:58:59 »

Heya guys

Seems like this particular model has some very obvious flaws in the architecture.

And yes, I own GT72s 6QE as well and the issues which i started to face a couple of weeks back are simply identical to the ones described previously within this topic - random shutdowns without BSOD, Event Viewer shows "Kernel Power" error.

My actions and the corresponding results to resolve the problems so far were: 

a)Reinstall Windows - negative
b)Downgrade GPU drivers to several versions (as old as the ones which were pre-installed to the laptop when it was delivered to me 1.5 years back) - negative
c)Upgrade ALL drivers & firmware (literally, all) - negative
d)Stress test of GPU for 2h - goes up to 85-90c @ 100% until turbo ventilation kicks in e.g. no overheating - negative
e)Stress test of CPU for 2h - same as above, negative
f)Stress test of RAM - negative
g)Resetting BIOS to default (which it already was except for RAID) - negative
h)Disconnecting the battery (physically) and running on AC only - negative
i)Using Dragon Centre for manual setup of turbo cooling conditions - fans work at max after CPU & GPU reach 55-60c therefore even in most demanding games temperature doesn't go beyond 65c - negative, still getting crashes

Now, when the laptop is on battery - everything runs OK, even games, yet a couple of times I was still getting those random shutdowns, yet mostly I'm being able to play until battery completely discharges (1h +- 10min...). Once it is connected to AC - shutdowns occur almost momentarily (<5 min).

The difference between two modes (battery vs AC) of the laptop's behavior might be related to machine's synthetic performance limitations whilst its on battery hence lower power consumption in general.

So, I've figured that the issue lies not within software or vulnerable hardware (CPU & GPU) sides but in the power side instead.

I am, by no means, not an expert in PCs yet my guess was that there are only 3 components that may be shorting/gone bad:

1)Adapter - yet that thing is crazily reliable with a bunch of fail-safe mechanisms and, again, machines was sometimes crashing even when not using AC power source.
2)DC jack - again, there is no obvious reason (no physical damage to the jack) yet may be...
3)IC unit on the motherboard itself - also the potential source of issues as well

I've given the machine to a local service of mine a couple of days back - yesterday they've given me the feedback that the problem is indeed IC unit, no other hardware problems were identified. The warned me however that repairing IC may go wrong (5-10% chance) and the motherboard may get burned completely. Again, I'm not an expert and their feedback was quite transparent, yet - firstly, symptoms of a shorting/burned IC do not correspond to the actual machine's behavior, secondly - I doubt competency of those guys, IMO a competent & experienced technician will pose no risk to the laptop since the procedure is relatively simple (or it least it looks like it in the videos).

Conclusions: on the coming Friday (2nd Feb) I will give the machine to the service which is for sure competent for them to do their own diagnostics and, if needed, to proceed with the repairs.

I will update the topic upon receiving any info/results in relation to the aforesaid. Hopefully there is a solution for us all, GT72s 6QE owners :)
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itsxzy

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #45 on: 13-February-18, 05:10:35 »

Conclusions: on the coming Friday (2nd Feb) I will give the machine to the service which is for sure competent for them to do their own diagnostics and, if needed, to proceed with the repairs.

I will update the topic upon receiving any info/results in relation to the aforesaid. Hopefully there is a solution for us all, GT72s 6QE owners :)

Waiting for your update. My GT72S 6QE started doing this shutdown thing while playing today. Would really like to know what's up.
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naus620

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #46 on: 14-February-18, 09:07:48 »

I also have the same problem with my GT72 and have opted to buy an eGpu, HP Omen expansion and at the moment it is very good since the problem is the consumption of the graphics card and this eGpu has independent power source for it.
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igorek00

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #47 on: 19-February-18, 01:24:01 »

Waiting for your update. My GT72S 6QE started doing this shutdown thing while playing today. Would really like to know what's up.

Well, the problem has finally been solved !

Took longer than i actually expected but at least I've got my PC back in one piece and it's working alright, random shutdowns were eliminated.

The actual problem was the IC unit on the motherboard. Apparently power consumption of the laptop was way too high for the thing to last for more than a couple of years and it has started to burn.

Now, since IC was replaced - no other issues were detected with the machine apart from higher CPU/GPU temperatures in both idle and under-load states, yet still in acceptable ranges (mid 30s for both in idle, up to 80 during intensive gaming under turbo cooling). But temp increase must be related to the fact that the workshop has replaced thermal paste for both CPU & GPU and, you know, since they didnt charge me for it it must've been really crappy paste. Gonna buy some decent one today to fix their "fixing" :)

Anyhow, the major problem has been eliminated, hurray !

In regards to the job itself - not every workshop will take responsibility of changing the IC since it requires professionalism and relevant experience from the side of a technician. Majority of workshops will just not take the risks of burning your machine due to comparative incompetency of their personnel. If, however, you will manage to find a workshop or an individual professional who will be ready to take the job - be ready to give it some time since most likely they wont have spare parts available and will therefore have to order from China or the like.

The job itself, along with the cost of the spare part, costed me roughly 250$. Well, not exactly cheap yet still cheaper than buying a whole new motherboard (850$ as per the official MSI service).
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KingKornate

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #48 on: 19-February-18, 10:22:50 »

In regards to the job itself - not every workshop will take responsibility of changing the IC since it requires professionalism and relevant experience from the side of a technician. Majority of workshops will just not take the risks of burning your machine due to comparative incompetency of their personnel. If, however, you will manage to find a workshop or an individual professional who will be ready to take the job - be ready to give it some time since most likely they wont have spare parts available and will therefore have to order from China or the like.

The job itself, along with the cost of the spare part, costed me roughly 250$. Well, not exactly cheap yet still cheaper than buying a whole new motherboard (850$ as per the official MSI service).


Woot!  To save us some time, is it possible to find out where you bought the IC unit from?  Or find out where the technician bought it? <3

Would love to order that now, and get this ball rolling!!
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igorek00

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Re: Random power-off and wont turn on. (GT72S 6QE dominator pro G)
« Reply #49 on: 19-February-18, 23:02:00 »


Woot!  To save us some time, is it possible to find out where you bought the IC unit from?  Or find out where the technician bought it? <3

Would love to order that now, and get this ball rolling!!

The workshop has ordered for the part delivery from one of it's local suppliers which has tight connections with the Chinese market.

However, ordering the part, even on your own, from Alibaba (its unlikely that you will find 1 on ebay) will work as well.

I'd suggest you to bring your laptop to a decent workshop which would actually check the condition of your machine's IC (diagnosing is usually free and wont take much time anyhow), chances are (if you are lucky) that they may have the spare part available on the spot. If not - then there are 2 options: they themselves will enquire their local suppliers for the availability of the part, or alternatively they will give you S/N or model #/name for you to try to get it from online vendors.

Not to mention that even though your case is, apparently, identical to mine - there is always a possibility of a totally different cause of those shutdowns, even something wild that you'd never think of (mb you've got a shorting DC jack ? just an example). 

But really, I honestly think it's still the IC since we all have got identical laptops in this thread.
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