unexpected shut downs...could it be Norton?

[Guest]

Greetings,
This is my first post, ever, on any type of site. What I'm saying is that I
need some expert help.

The problem...
My computer shuts down what appears to be randomly and unexpectedly. It is
a Gateway Performance 1300 deluxe that is running Windows XP home edition.
Once it "crashes" the power cable must be removed and reinserted before
system can be turned back on.

I think the problem has somethign do with Norton's. This first began
occuring when Norton's AV 2004 was installed. The system would crash (as
described) whenever a full system scan was attempted, always. It would also
happen seemingly randomly at other times.

Why I think it's Norton's...
To 'fix' the problem, this weekend I did a full low-level format of the hard
drive and reinstalled Windows XP and every other application. I never had
the shut down issue until I tried to reinstall Norton's AV 2004 (which I did
last). NAV2004 would not install and Symantec got me to install Norton
Internet Security 2006. Now the system is crashing repeatedly.

Here's my pain...
The system is my Mother's. She is blind and does medical transcription for
an occupation. She has to have it to work and the current state of it just
will not due. She must have internet connection for email so it also must
have some AV protection as well as firewall.

Questions...
I don't know what other details to provide at this time except to ask the
following.
How do I diagnose the problem?
Is it likely that it is Norton's?
If Norton's, then what other AV programs are recommended?

Thanks for your support.

Kind Regards,

 

[Sparky28]

When the system crashes, what actually happens? does it give you a blue
screen of death, or does the system act like it is still on, but
monitor blanks out ? Or something else altogether ?

 

[Ted Zieglar]

Software may crash a computer, but it cannot shut down a computer. You are
dealing with a hardware problem.

The first possibility, and the most likely one, is overheating, which will
cause a computer to shut down. A full antivirus scan taxes your computer and
generates heat. You should open the computer case and carefully clean out
all dust and debris. In fact, you should do this every 6 months or so. While
the case is open, make sure all the cooling fans are working properly. Going
forward, be sure to place the computer in a manner where it receives proper
ventillation.

Other possibilities are a failing power supply or a failing motherboard.
These need to be diagnosed by a professional.

Finally, if the computer is not protected by a UPS (uninterruptible power
supply), it should be. A sag in the power supplied to the computer will also
shut it down. UPSes are inexpensive and widely discounted. All UPSes
includes surge protectors.

 

[Guest]

No blue screen (I hate that screen). The screen goes dark and the computer
stops running (i.e. no sounds, no fan, nothing). It becomes completely
unresponsive and must have the power cut. I'm not sure if this is what you
mean by 'does the system act like it is still on but the monitor blanks out,'
but I don't think it is. Thanks for the response.

 

[Sparky28]

Ziegler has some good suggestions..

Could of course be an overheating problem or possibly a Faulty
motherboard... Have dealt with a couple intel motherboards recently
that have bad capacitors- Very similar symptoms... Solution was to swap
in a new motherboard. -

I would contact Gateway support and describe your symptoms- Hopefully
it's under warranty

Good luck!

 

[Guest]

Thanks to you and Sparky28 for you advice. It does indeed seem to be a power
supply problem. I swapped it out on Wednesday night (I also removed
Norton's) and there have been no more crashes thus far. I'll reattempt the
Norton's install once I'm convinced the machine isn't going to crash again.

Thanks!!!

 

[Ted Zieglar]

Glad to help.