Windows 10 Sleep - Turn Off Issue

[pavonk9027]

A large number of people have the same problem I have with the sleeping laptop that goes comatose (won't respond) and won't shut down properly.  My laptop is an Envy 17t, product number K0C15AV.

To clarify:

     - If I place it on "sleep mode", odds are it will not respond when I return, and,

     - If I just leave it on, unattended, without placing in the sleep mode, the screen saver will come on for awhile, then it eventually goes to a black screen and will not wake up or respond when I return.

     - Additionally, when shutting it down for the night, in most cases it goes quiet and the light stays on.  I must force it off by pressing and holding the power button for several seconds.

I have installed the software driver update, as prescribed on this site, and have seen little improvement. This problem started in June or July 2016 and have no doubt its shortening the product lifespan.

I have had the HP Support Team work on my computer 3 times and a local computer company, with no success. 

I don't think a system restore or BIOS was done.  The first HP Support technician (in July 2016) adjusted the sleep settings; the 2d one told me he couldn't do anything and told me to take it to an on-site repair place; the local on-site repair focused on doing virus scans; and the 3d HP support tech said it was due to apps, and removed a couple things that he figured were not needed.  Nothing has helped.  It's very frustrating when you spend big money to get a quality product and end up with a lemon.

Has HP come out with any updates to resolve?  If the problem cannot be resolved, there needs to be some type of product exchange program implemented or a refund issued. 

[Riddle_Decipher]

@pavonk9027

Thank you for posting on HP Forums,

The Riddle_Decipher is at your service.

As I Understand the PC goes to sleep and doesn't turn off as it should be,

No worries as I'd love to help, however, I need a few more details to provide an accurate solution:

What is the product number of your computer? (please do not share private info such as serial number, email ID or phone number on a public post).

When was the last time it worked without these issues? did you attempt a system restore?

Do you mean you are unable to wake it up once it's in sleep mode? or does it wake up but you can't shut it down later? (can't help you if can't understand you).

Did you update the BIOS?

Meanwhile, try these steps to find a fix:

- On the Desktop, right-click on This PC and select Properties

- On the left, choose Device Manager

- Click the arrow next to Display Adaptors to expand that category

- Right-click on Intel(R) HD Graphics Family and select Update Driver Software...

- Choose the option to Search Automatically for Updated Driver Software

- Your computer should find and automatically install the updated driver

- After the installation is complete, restart your computer.

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us and others see that we've got the answers!

Good Luck.

[pavonk9027]

Sorry - I will get this process figured out yet....   🙂

My laptop is an Envy 17t, product number K0C15AV.  The problem began in June or July 2016.

To clarify:

     - If I place it on "sleep mode", odds are it will not respond when I return, and,

     - If I just leave it on, unattended, without placing in the sleep mode, the screen saver will come on for awhile, then it eventually goes to a black screen and will not wake up or respond by touching the touch pad or tapping the power button.

     - Additionally, when shutting it down for the night, in most cases it goes quiet and the light stays on.  I must force it off by pressing and holding the power button.

Action taken:

- I  installed the driver update, you recommended, and have seen little improvement.

- I have contacted the HP Support Team 3 times and a local computer company, with no success. 

 The first HP Support technician (in July 2016) adjusted the sleep settings; the 2d one told me he couldn't do anything and told me to take it to an on-site repair place; and the 3d HP support tech said it was due to apps, and removed a couple things that he figured were not needed. 

- The local computer repair place focused on doing program/virus scans.  Nothing has helped. 

I doubt a system restore or BIOS was done.  

[Riddle_Decipher · Accepted solution]

@pavonk9027

Thank you for the update,

I appreciate your time and efforts,

Did you perform the steps I had suggested earlier, while you collate the answers?

That said, I recommend you update your BIOS and once done, follow the below steps:

Step 1: Enabling the Keyboard in Windows

Skip this step if the computer does not enter sleep mode or if the computer wakes unexpectedly.

Follow these steps to enable your keyboard to wake your computer from sleep mode:

1. In Windows, search for and open the Device Manager.
2. Click the arrow next to Keyboards and double-click the name of your keyboard.
3. If the Power Management tab is available, proceed to the next step.

If the Power Management tab is not available, click the Change Settings button if it appears below the Device status box. The same Keyboard Properties window opens with the Power Management tab available.

If you are prompted for an Administrator password or confirmation, type the password or provide confirmation.

1. Click the Power Management tab and make sure that the box next to Allow this device to wake the computer is checked.
2. Click OK, and then test to make sure that the keyboard can now wake the computer. If the computer still cannot wake from sleep mode, continue using these steps.
3. For instructions on how to update the BIOS of your computer, see one of the following HP support documents: Updating the BIOS (Notebooks) (Skip, if you've already done it).

For more steps, please click here

If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.
If you wish to show appreciation for my effort, please click the Thumbs up icon at the bottom of my comment.

And I Hope you have a good day, Ahead.

Regards,

[pavonk9027]

I did the BIOS and followed the other instructions this evening.  I thought my problem was resolved, since I had not had any recent sleep problems.  I just went to shut down my computer and it would not shut down.   Any other suggestions?

[Riddle_Decipher]

@pavonk9027

Thank you for the update,

I appreciate your time and efforts,

How are you trying to turn it off?

Did you ensure the computer is set to turn off when you use the power button in windows or the physical button?

If you haven't checked those settings, could you go into the power options and click on "choose what happens when I select shut down" under the advanced tab.

Make sure it's set to shutdown instead of "Do nothing" which could be the issue.

Let me know how that pans out, 

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,