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- HP EliteBook 850 G8 Black Screen after Sleep

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07-14-2021 04:11 PM - edited 07-15-2021 01:10 AM
We have just ordered some HP EliteBook 850 G8's with the GX450 and Intel Iris Xe onboard graphics and I have setup a Task Sequence to image them with Win 10 Enterprise 2004 64bit. After some minor issues as per all new models, I got it going.
I am having one on-going problem though where the Laptop is sitting with the Lid open, screen facing me, I tell it to Sleep and wait about 5mins then attempt to wake it via the Keyboard, Touchpad, PointStick or Power button on the keyboard. The device is awake, Caps Lock illuminates on the keyboard but the screen remains Black. Everything I press leaves the Screen black and it doesn't come back to life.
The only solution is to close the lid and open it, which wakes it or Ctrl + Shift + Windows + B which does a GPU restart on Windows.
I have run HP Support Assist and thrown all the latest drivers at it and latest BIOS. The problem remained.
I then updated the Intel Iris XE drivers to the latest Intel release and the Nvidia Drivers to the latest nvidia release and the issues still occurs.
Windows Event Viewer has 65000 entries for igfxCUIService2.0.0.0 Successfully notified the lux value to driver logging about 6000 of those a minute which doesn't seem ideal....
Any ideas?
--- Update ----
- Seems to be a Hybrid Graphics related problem, uninstalling the Intel iris GPU and then putting it to sleep & it wakes normally again... Looking into that angle... Noted the HotKeys for brightness no longer work in MX450 only mode...
- Changing it to UMA Graphics mode in the BIOS seems to make it worse... Wouldn't wake via any method...
- Gonna get it looked at by HP, noticed 2 of the 5 in our order have a loose bottom of the screen it's not really attached properly like the other 3... Wondering if this is some sort of pinched cable problem. Photo: https://ibb.co/ZYjY5Vt
07-19-2021 09:23 PM
Got it looked at by HP, as we noticed 2 of the 5 in our order have a loose bottom of the screen it's not really attached properly like the other 3... The screen bezel was not attached properly and there was a pinched cable problem. Photo: https://ibb.co/ZYjY5Vt
Seems HP QA has gone downhill and this wasted 2 days of my time troubleshooting what appeared to be a Software related sleep issue but was actually a Screen Hardware problem.
Matt