Computer shutting down

[Donna M]

Recently my desktop computer kept shutting down “Device ran into problems need to restart” with a :( symbol.  I thought I had a virus and ran the complete scan on my device and external harddrive.  I have taken my desktop into a service consultant and started to use my laptop.  All of a sudden it is happening on that computer as well.  When restarting Kaspersky program sends a report about the problem but I have heard nothing back.  The only things that matched are having a flash drive that I have plugged into both but again I did a scan of the drive and the use of Kaspersky.  Any suggestions.

[richbuff]

Welcome. Please contact Tech Support, link is located at top of this web page. Tech Support will inform you of what logs they need and how to generate them and send them. 

[Donna M]

I’m pretty sure the problem is with Kaspersky.  I paused the program on my laptop and after 3 hours my computer has not restarted.

 

I not sure where the link is to Tech Support link is on this website so not sure where to get in touch.

[Flood and Flood's wife]

Hello @Donna M, 

Thank you for posting back!

Go to https://support.kaspersky.com/b2c/

Select your location.

Scroll to the bottom of the page. 

Select from the following options:

1. Online Chat 
2. Email 
3. Phone
4. Remote support

 

Thank you🙏

Flood🐳+🐋

[Donna M]

It is not Kaspersky software so my laptop just rebooted even with program paused.

[Berny]

@Donna M Do you encounter any Kaspersky alert , please check : More tools > Reports ?

A PC that is randomly rebooting can also be related with a hardware issue.

[Donna M]

I would think that too but it is 2 different computers, but I did figure out it wasn't Kaspersky.  Thanks for your reply.

[Donna M]

What I was eventually  advised to do on my laptop is uninstalled Kaspersky and then reinstall.  Before I did that though I tried to get updates and got a message that the update failed.  I did take the program off and reinstalled it  and logged back in, that worked so no problems on the laptop.  

I decided that my desktop have Windows 10 reinstalled so that wipes the hard drive, so I will be starting fresh.

 

Thank you everyone for your help.