HP Pavilion laptop won't wake from sleep via keyboard or mouse

[jpk717]

I am not sure if this is the right board to post this question in, but I am having the same issue with two HP Pavilion 13-a113cl laptops that are running Windows 10 Pro (64-bit). The issue has to do with waking the machines from sleep using the keyboard or mouse pad. I am not having any issues with them waking from sleep using the power button or when I open or close them.

I checked the BIOS and the power settings aren't there. (BIOS version F.32)

I have the boxes checked to allow the devices to wake the computer in the power management section without any success.

I have changed the Intel MEI driver to 9.5 instead of 11 that is typically installed  without any success.

I am not sure if this is an issue with the BIOS and Windows 10 or something driver related. Any suggestions would be greatly appreciated. 

[SDF15]

Hello @jpk717,

Thank you for visiting the HP Support Forums! The forums are a great place where you can find solutions for your issues, with help from the community!

I understand that you are having an Sleep Mode issue, and wanted to assist you!
 

First, try restoring the BIOS, using the following document: 

HP Notebook PCs - Restoring the BIOS

Also, try reviewing the following document, just to make sure you did not miss any steps.  Please post back with the results: HP PCs - Sleep and Hibernate Issues (Windows 10, 😎

Please let me know if this information helps you resolve the issue by marking this post as "Accept as Solution", this will help others easily find the information they may be looking for.  Also, clicking the Thumbs up below is a great way to say thanks!

Have a great day!

[jpk717]

I followed the steps to restore the BIOS and the problem still persists.

I also double checked to make sure I didn't miss any steps in the link you provided for the sleep and hibernate issues. I completed all of the steps but the problem wasn't resolved.

Would there be any other solutions?

[SDF15]

Hello @jpk717,

Thank you for the quick reply!

You can try downloading version 10 of the MEI Driver.  Did you verify that the original driver is not updating itself?  Have a look at the following steps, and let me know the results:

1. Download version 9 or 10 of the Intel Management Engine Interface (MEI) Driver.
   • Navigate HP's Software and Driver Downloads site (http://www8.hp.com/us/en/drivers.html) to find the latest approved driver for your model.  Filter by version, selecting Microsoft Windows 8.1 on the dropdown menu.  Look for the download in the "Driver-Chipset" category.  If an MEI driver with a version number starting in 9 or 10 is listed, download it.  [Version 9.5.24.1790 1.5M (http://ftp.hp.com/pub/softpaq/sp66001-66500/sp66228.exe) will work for most models.]
   • If an MEI driver with a version number starting in 9 or 10 is NOT listed, download the appropriate driver directly from Intel (https://downloadcenter.intel.com/search?keyword=intel+management+engine).  [Version 9.5.24.1790 1.5M (https://downloadcenter.intel.com/download/23091/Intel-ME-9-Management-Engine-Driver-for-Intel-NUC) will work for most models.]
2. Download the Windows 10 "Show or Hide Updates" Troubleshooter Package (http://download.microsoft.com/download/F/2/2/F22D5FDB-59CD-4275-8C95-1BE17BF70B21/wushowhide.diagcab).
3. Change the Windows Update Services setting from Automatic (Delayed Start) to Manual.
   • In the Control Panel, select Administrative Tools and open Services.
   • Scroll down to Windows Update and double-click it to bring up its properties.
   • Click Stop to stop the service from running.
   • Change the Startup Type to Manual and click OK.
4. Install version 9 or 10 of the Intel Management Engine Interface (MEI) Driver.  If you receive a dialog warning about replacing a newer version of the software, accept it.
   • NOTE: You do NOT need to uninstall version 11 before installing version 9 or 10.  The presence of some version of the driver is required in order to "upgrade" (or in this case downgrade) it.
5. Run the Windows 10 "Show or Hide Updates" Troubleshooter Package and hide updates to the Intel Management Engine Interface (MEI) Driver.  (Doing so will block your system from automatically reinstalling or showing updates for version 11 of the driver.)
6. Change the Windows Update Services setting from Manual back to Automatic (Delayed Start).
7. Restart your computer.

Source: Re: How to Resolve Post-Windows 10 Upgrade Issues on HP Laptops

I hope this helps.

Regards!

[jpk717]

Version 11 was already installed on both laptops, but I did go through those steps with one of them and I still couldn't get it to work.

It really doesn't make sense as to why they aren't working to wake the machines. Is there anything in the BIOS that would be overriding the Windows settings?

[SDF15]

Hello @jpk717,

Thank you for the information!

If there is an issue with the BIOS, then restoring, or updating the BIOS should help.  I was able to find an updated BIOS from your current version F.32 Rev.A.  

Try installing this version: F.33 Rev.A

If that does not work, then try the previous version of the BIOS: F. 26 A

Let me know how it goes.

Regards!

[jpk717]

Hello,

Thanks for the quick responses to this issue. So far, nothing has seemed to work. Here are the combinations that I have tried that still didn't work:

1. Update BIOS to F.33 Rev. A with Intel MEI 11.0.5.1189
2. BIOS F.33 Rev. A with Intel MEI 9.5.24.1790
3. BIOS F.26 A with Intel MEI 9.5.24.1790
4. BIOS F.26 A with Intel MEI 11.0.5.1189

I currently have it set back to BIOS F.33 Rev. A with Intel MEI 11.0.5.1189

With this setup, it will wake from sleep when pressing the power button and when I open the lid but not with the mouse or keyboard.

Could it be a driver issue in Windows 10?

[SDF15]

Hello @jpk717,

Thank you for the information!

It is possible that the issue is related to Windows 10.  Did you upgrade the notebook to Windows 10 from a previous Operating System?  If so, how long ago did you perform the upgrade?

Regards!

[jpk717]

I upgraded from Windows 8.1 to Windows 10. After the upgrade I did a format of the entire drive and then did a clean install of Windows 10. It has pretty much done this from the clean install since I didn't even try it after the initial upgrade. 

I did the upgrade and clean install last weekend.

[SDF15 · Accepted solution]

Hello @jpk717,

Thank you for the information!

Since you formatted the drive, you should be unable to return to the previous Operating System, unless you use Recovery Media.  You can find Recovery Media for your product here: 

USB - Windows 8.1 64b Recovery Kit

You can try using the Recovery Media to install the original Operating System, and see if the issue is resolved.  If you choose not to go that route, you can try re-installing Windows 10, using the Media Creation Tool.

I hope this helps.

Have a great weekend!