Screen won't wake up - ever since Crowdstrike update. HELLLP please!

[Steph-Z]

Ever since the Crowdstrike issue, whenever I leave my PC for a long while and come back to it, I cannot wake it up other than by manually shutting down the power and then cold rebooting it, which distresses me (!). I can hear it humming quietly so I know it's on, I just cannot get it (the screen) to wake up. I have rolled back the PC to a few days before the update that saw the onset of these problems, but this hasn't changed anything, and I am not an IT expert and do not know how to locate or see if there are any corrupted registries or anything. I have now set my screen to never go to sleep but I cannot imagine this will solve the issue. We will find out overnight. I have checked the keyboard settings and they are set so that pressing keys *should* wake the PC up.

I'm running Windows 11 home, and I can't even find easy instructions for how to boot into safe mode using this version of Windows, so I can't navigate to file C-00000291*sys  - assuming this is even the problem. 

Can someone please advise me on what I can try? 

[Sneha_01]

Hi @Steph-Z,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

I understand how frustrating it can be when your PC doesn't wake up properly, especially after a recent update. Given that the issue began after a CrowdStrike update and that you've already tried rolling back without success, here are some detailed troubleshooting steps you can follow to resolve the issue:

1. Check for Driver Issues

Update Graphics Drivers:

1. Right-click the Start menu and select Device Manager.
2. Expand the Display adapters section, right-click your graphics card, and select Update driver.
3. Choose Search automatically for updated driver software and let Windows update the driver if a new one is available.
4. In Device Manager, right-click your graphics card and select Uninstall device.Restart your PC. Windows should automatically reinstall the graphics driver.

2. Check Power Settings

1. Go to Settings > System > Power & sleep.Under Additional power settings, click Change plan settings next to your selected power plan.
2. Click Change advanced power settings.Expand the Sleep section and ensure that Sleep after is set to an appropriate time. Also, check the Hibernate after setting.Expand PCI Express > Link State Power Management and set it to Off.
3. Set Sleep to Never under both On battery and Plugged in options in Power & sleep settings.

3. Disable Fast Startup:

1. Go to Control Panel > Power Options > Choose what the power buttons do.Click Change settings that are currently unavailable.
2. Under Shutdown settings, uncheck Turn on fast startup.Click Save changes and restart your PC.

4. Check for System File Corruption:

1. Open Command Prompt as an administrator (search for cmd, right-click, and select Run as administrator).
2. Run the SFC scan: Type sfc /scannow and press Enter. Let it complete and follow any prompts.
3. Run DISM: Type DISM /Online /Cleanup-Image /RestoreHealth and press Enter. Wait for it to complete.

5. Update Windows:

1. Go to Settings > Update & Security > Windows Update.Click Check for updates and install any available updates.

6. Boot into Safe Mode

1. Go to Settings > System > Recovery.Under Advanced startup, click Restart now.On the Choose an option screen, select Troubleshoot > Advanced options > Startup Settings.Click Restart.After your PC restarts, press 5 or F5 to enter Safe Mode with Networking.

7. Check Event Viewer:

1. Press Windows + X and select Event Viewer.Go to Windows Logs > System.
2. Look for any error messages around the time you experienced the wake issue. These messages might provide more details on what's going wrong.

8. Reinstall CrowdStrike

• Uninstall and Reinstall:
  1. Go to Control Panel > Programs and Features.
  2. Find CrowdStrike, select it, and click Uninstall.Restart your PC.
  3. Download the latest version from the official website or contact your IT department for a reinstall.

9. Perform a System Restore

• Restore System to Previous State:
  1. Open Control Panel > System and Security > System.Click System protection on the left.
  2. Click System Restore and follow the prompts to restore your system to a point before the issue started.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support