Desktop won't wake from sleep mode - no power to keyboard or mouse - Windows 10 on HP Pavilion 500

[MJ231]

My desktop PC will not wake from sleep mode as of yesterday. I tried turning it off with the power button and then turning it back on. The power comes on, the fan runs (I can't hear it but I can feel a very light flow of air coming from the exhaust vent), but the monitors seem to stay asleep. The PC power light is on, but after the initial sound that normally occurs when hitting the power button, the PC stays quiet like it's in sleep mode. It doesn't sound like it's booting up or anything. After a few times trying this, unplugging and replugging everything back in, I noticed that the keyboard and mouse don't appear to be getting any power. They plug in to the USB outlets in the back. It's the HP keyboard and mouse that came with the computer. 

I have a WD backup drive that I keep plugged in to one of the USB outlets on the front of the PC. That device appears to be running when plugged in... at least the light is on. But when I plug the keyboard or mouse into that same USB outlet, nothing happens. No lights come on and they still don't work. 

I look at all the suggestions on here about dealing with PCs that stay in sleep mode and I can't follow any of them because I can't ever get anything to appear on a monitor and the keyboard and mouse don't do anything. All I can do is turn the PC on and off, but that doesn't lead to any solution. It appears to stay in sleep mode even when I do that, since nothing ever comes up on the monitors (I have a dual graphics card and two monitors - neither of them does anything now). The monitor appear to be on and working... just not getting anything information or instructions from the PC I guess. If I turn them on and off they give me the normal messages that are generated just by the monitors themselves. I took the panel off and blew out all of the dust and everything appears to be intact. I had some kind of problem booting up last week and that appeared to be fixed by doing a system restore to the last point available. It ran fine for a day or two after that, and then yesterday I couldn't get it to wake from sleep mode. Thanks in advance for any help. 

[The_Fossette]

@MJ231,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

Don’t worry, I assure you I will try my best to get this sorted.

In order that I may provide you with an accurate solution, I will need a few more details.

When was the last time the computer was working fine?

Have you tried with a different keyboard and mouse?

Have you made any software or hardware changes on the computer?

Are you using wireless keyboard and mouse?

While you respond to that, I recommend do a power reset on the computer and check if it helps.

Here is how it is done.

1. Turn off the computer.
2. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers.
3. Unplug the power cable from the computer.
4. With the power cord unplugged, press and hold the Power button for about 15 seconds to drain any residual electrical charge from the capacitors.
5. Connect the power cable, but do not connect any of the peripheral devices.
6. Press the Power button to turn on the computer.
7. If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key.
8. After Windows opens, reconnect each peripheral device that was disconnected, one device at a time, until all devices are reconnected.

If you continue facing the issue, I recommend you follow the steps in the below article and check if it helps.

https://support.hp.com/us-en/document/c04718479

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[MJ231]

Hi The_Fossette,

Thank you so very much for replying and offering your help!

I believe this particular problem first occurred on the evening of December 1st.

I had another issue a couple of days before that. I can't recall exactly what happened, but I had to do a system restore. I think I got some kind of error message when booting up and system restore was one of the recommended solutions. Whatever that problem was, the tool that tries to run an automatic fix didn't work, so I had to do a system restore. That was really the first problem I've had from this PC in years. The only other problem I ever had was something to do with a particular Windows update and that was at least 3 years ago.

Anyway, on the system restore, the most recent point available on there seemed to work fine. The PC ran normally for at least a couple of days after doing the system restore. So, I think the system restore happened sometime around November 28th. If I recall correctly, I restored the system back to its state on November 17th or 18th, which was the most recent point that showed up.

Right now, update history shows that there were Adobe Flash Player updates on 12/5/18 and 11/21/18. There was a Windows 10 update on 11/17/18.

I did try a different mouse. I got the same result. I have not tried a different keyboard because I only have the one. It works fine when everything else is awake and running normally. So does the mouse. 

No, neither the mouse nor the keyboard are wireless. They both plug into the USB ports (I normally keep them plugged into the ones in back). They don't seem to get any power when the PC is malfunctioning this way. But the WD backup drive, which I keep plugged into the USB ports on the front of the PC, does get power. The backup drive light comes on and it runs, even when the PC is in this state of sleep and won't wake up. However, if I unplug the WD backup drive and plug the keyboard or mouse into that same USB port, nothing happens. The lights don't come on either one and there is no response to striking the keys or clicking the mouse. 

I can't recall making any software or hardware changes beyond the system restore and automatic updates I mentioned.

The problem happened again this morning. I did the power reset following your steps exactly as you laid them out. It did not work. The computer stayed in sleep mode (or at least that's what I'm calling it because nothing seems to be happening except the power light is lit up, the fan is running gently, and the backup drive light comes on if it's plugged in) 

The only thing that seems to work to correct this problem is when I unplug the PC and leave it that way for a long period of time. Every time I leave it unplugged overnight, it works normally upon startup in the morning. I wanted to see if the problem had been resolved by other changes I made, so I left it plugged in last night. I turned it on this morning and the mouse, keyboard, and monitors all stayed inactive and unresponsive.

I unplugged it for about an hour and a half, started it back up, and everything worked. It doesn't seem to matter if the devices are plugged in or not when I start the computer. The only thing that seems to matter is leaving the PC unplugged for a long period of time.

Thanks again! I've tried following some of the steps in the other article you linked, but I am on a desktop (which is not a touchscreen or all in one model) and not a notepad, so I couldn't follow them exactly. I'll keep searching and trying things. Please let me know if you have any other suggestions. Thanks!

[The_Fossette]

@MJ231,

It is great to have you back and your patience is greatly appreciated.

I recommend you restore the power plan on the computer and check whether the issue is resolved.

Here is how it is done.

Step 1: Reset and restore the power plans to default 

1. Click “Windows Key + X”, and then click on command prompt.

2. In the command prompt, type powercfg –restoredefaultschemes and hit Enter.

3. Exit command prompt.

Note: This would reset the power plan settings to default. Any previously customized power plans would be removed.

Let me know how it goes and you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Take care.

Cheers!

[MJ231]

Hi The_Fossette,

When I hit "Windows Key + X" I don't see any command prompt (see screenshot). Is it the "Run" command I should be hitting and then inputting the command you gave me? Thanks.

[MJ231]

Hi The_Fossette,

I found the command prompt, copied in the text you gave me and hit enter. The prompt went down to the next line. 

I hit the button with the little moon on it, and it went into sleep mode. I tried to get it back out by hitting some keys on the keyboard. It actually lit up for just a minute, but the monitors never came out of sleep mode. Eventually, I tried restarting the PC and got the same result I've been getting. The PC seems to stay in sleep mode.

I unplugged it for a couple of hours, came back, and it started up normally. So, it would appear to be doing mostly the same thing it has been doing all along. Restoring the defaults seems to have had no effect on the problem. 

Thank you again for helping. Please let me know if you think of anything else I can try. 

[The_Fossette]

@MJ231,

It is great to have you back and your patience is greatly appreciated.

I recommend you perform a reset on the computer and check whether the issue is resolved.

Follow the steps in the below artilce to perform a reset.

https://support.hp.com/in-en/document/c04742289

Let me know how it goes and you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Take care.

Cheers!

[MJ231]

Hi The_Fossette,

I did the reset and it did not fix the problem. It's still behaving the same way. When I put it into sleep mode, it won't come out. I turn it off and on and it stays in sleep mode.

The only way to get it out is to unplug it for about 1.5-2 hours and then turn it on again, and it boots up normally at that point.

Thank you for all of the suggestions. Please let me know if you have any others. For now, I suppose I will just leave the PC on and awake all the time so that I can use it.

Thanks. 

[The_Fossette]

@MJ231,

It is great to have you back and your patience is greatly appreciated.

I am sending you a private message suggesting the next course of action.

Please check your private message icon in the upper right corner of your HP Forums profile.

Good day! Take care 🙂

Cheers!