10-29-2016 07:55 PM
My computer was working perfectly under Windows 10 but after a system update from Microsoft it seems to be locked in sleep mode and will not restart after being powered down. Can anyone help me? Many thanks in advance.
11-01-2016 07:43 AM - edited 11-01-2016 07:54 PM
Welcome to the HP forums! It is a great way to engage, post questions and find resolutions by working with specialists in the HP community. I understand that the computer has sleep issues and assistance is required. I’ll be more than happy to assist you here.
At the outset, you’ve diagnosed the issue perfectly and hats off for a job well done. Kudos to you. It is always a privilege to work with technically savvy and technically competent customers like you. I take it as a privilege to share this platform with you. We value your relationship with HP and wish to serve you better.
First off, we need to isolate the issue to being hardware or software related.
Please perform a hard reset first. Link: http://support.hp.com/za-en/document/c01463028
Then update the bios, chipset drivers and graphics drivers from this link: http://support.hp.com/us-en/product/HP-Pavilion-500-Desktop-PC-series/5399647/model/6716372/drivers
Then visit this link for further troubleshooting: http://support.hp.com/us-en/product/HP-Pavilion-500-Desktop-PC-series/5399647/model/6716372/document...
Please perform all the steps in the link to try and resolve the issue. performing this step from the link is very important. "Disabling hybrid sleep in Windows"
If this does not work you could perform a system restore to an earlier time before the issue started. Link for system restore: http://support.hp.com/us-en/document/c03327545
For further assistance you could run the complete system diagnostics from this link: http://support.hp.com/us-en/document/c03463381 to ensure that the hardware is fully functional. Please make a note of any failure code that may show up for a failed component when diagnostics are run.
Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Trust me I have done all I can to help by keeping your best interest in mind. Please reach out for any issues and I'll be there to assist you.
To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.
Take care now and have a splendid week ahead.
I am an HP Employee
12-11-2016 09:46 PM
Hello David SMP --
My computer woke up suddenly all by itself and I left it on until a power outage last night turned it off. Once again, when I try to start the computer it seems to go straight into Sleep mode. I tried a hard reset and it does no good.
I am totally stuck unless/until the computer decides on its own to wake up. This is unsatisfactory, needless to say. Please advise me on how I should proceed.
I cannot update drivers if I can't get into the computer at all. There must be something beyond the hard reset I can do to get back on the road.
If someone other than David SMP would like to advise me, I'd be very grateful since I don't know if David will see this response.
THANKS .. John