HP Support Forums
Join in the conversation.
08-10-2012 09:36 PM - edited 08-10-2012 10:41 PM
I hope someone can help with this problem.
I have an HP G72 laptop computer running Windows 7 Home Premium which has been running fine for a while now, no problems with it enter "Sleep mode" when you close the laptop.
However, after installing the printer drivers (14.0 Rel. 7) for the new HP PhotoSmart D110 printer, the laptop often hangs when closing the lid, instead of going in to sleep mode. It will also hang when selecting "Sleep" from the shutdown menu. While it is hanging, the fan is on full blast and the machine gets very hot, indicating that the CPU is going full-steam the whole time it is left in this state (which can hurt the CPU if not noticed, and since this laptop is used by someone with little computer knowledge, it often gets left that way for extended periods).
I have to do a long press on the power button to get it out of this hung state, and when it come back up, I get a message indicating that "Windows has recovered from an unexpected shutdown". With this information (probably not very helpful):
Problem Event Name: BlueScreen
OS Version: 6.1.7601.2.1.0.768.3
Locale ID: 1033
Additional information about the problem:
OS Version: 6_1_7601
Service Pack: 1_0
I have tried uninstalling the drivers and the problem goes away. Once I reinstall them, the problem returns.
I have also tried disabling some of the HP services through the services.msc program but it has no effect (but I may have missed something).
The PC does not ALWAYS hang when entering sleep mode, but most of the times it does.
Is there a known issue with these drivers? Or can anyone help me troubleshoot this problem?
Some additiona information...
The printer is set up as Wi-Fi only, no USB.
I just did a test with the printer turned off:
I can put the laptop in and out of sleep mode as many times as I want, no problems.
I then have the PC turned on, then turn the printer on. Wait a minute, then turn the printer off.
I then put the PC in "sleep" and it hangs.
So it looks like whatever is monitoring the printer to detect its status is causing the PC to hang.
I think this service is what monitors the printer: HP Network Devices Support
But if I disable that service, then the PC never sees the printer as being online and I am unable to print to it.
I will try to disable that service and see if it at least fixes the problem with the PC hanging. If it does, then maybe there is a way to make the printer "permanantly online" without using this service, and maybe that will fix the problem.
08-10-2012 11:25 PM
OK, well disabling that service did not solve the problem.
In fact, I used msconfig to disable all non-Microsoft services and that also did not solve the problem, so apparantly it is not caused by any new service that was added with the drivers.
I wonder what else is monitoring the printer, or what the printer could be sending to the laptop that is causing it to not want to go in to sleep mode. It only happens when the HP printer driver is installed, so it must be something related to the driver. I guess something that uses one of the existing Microsoft services.
Hopefully someone else has some ideas...
08-14-2012 08:33 AM
I guess no one any ideas?
Is there anyone from HP on this forum or is it just customers helping out each other?