Surface book will not shutdown, while kaspersky is running

[Mad Blackbird]

Hi, I've had this problem for the last 6 months, maybe longer. When I try to shut off my laptop(windows key, and then click shutdown), nothing happens. Sometimes in like 5 or 6 minutes it does shut off. Most of the time it never shuts off. The only way I have found to shut it off in a controlled manner is to pause the protection for 1 minute on my kaspersky. Shutting off kaspersky all together is also a possibility. From the moment kaspersky is blocked my computer starts turning off immediately. Why can't my surface book shut off with Kasperky running? Somehow Kaspersky is blocking my system to turn itself off. You can find my system info here: https://www.getsysteminfo.com/report/ae30f1849098b60b9586269f700e2c75 Kind Regards, Mad Blackbird

[Mad Blackbird]

Hi, I was hoping for a bit more response. How can I make sure my laptop shuts down? Kind Regards, Mad Blackbird

[intrusus]

Hi, since no Kaspersky Lab employee or another community member has responded yet, please try the following:

1. Update Kaspersky Total Security. You should always use the latest version of the product. You can find the latest version here.
2. Run Windows updates. You should always use the latest version of your operating system.
3. Remove Kaspersky Total Security from your surface book and reinstall it. Restart the device after uninstalling and after installing it. If Windows cannot be restarted as usual,, open the cmd as administrator and enter shutdown /r /f.

If the problem occurs again after reinstallation of KTS, try to disable the "Fast Startup" feature of Windows 10:

1. Go to the Settings section by typing its name in the search bar and clicking on the indicated icon;
2. Identify the System section and from there, go to the Power & Sleep menu;
3. Access the Additional Power Settings and from there, select the desired actions for each power button;
4. After that, identify the option that says “Change settings that are currently unavailable”;
5. In the drop-down list of options, scroll down until you reach the section called “Shutdown settings”;
6. From all the options with checked boxes listed in there, make sure that the one labeled as “Turn on Fast Startup” is unchecked;
7. Close everything and restart your computer for the changes to take place.

Please keep the community up to date in any case. Surface Books and Surface Pro notebooks are generally more repetitive than other notebooks running Windows 10, so it may also be a technical error that explicitly refers to Surface Books. You can therefore contact Kaspersky Support via the My Kaspersky Portal at any time! Good luck! :v_tone2: Leon

[Mad Blackbird]

Hi Intrusus, thank you for the reply. The issue has gone. Updating windows and Kaspersky did not give a solution. I never got around to reinstalling Kaspersky, because I planned on formatting my entire surface book. After formatting my laptop the problem has gone. When I shut down the laptop Kaspersky does not block my shutdown. Thank you for the reply. Sorry for my late reply. Thank you Mad Blackbird