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Level 2
20 19 0 1
Message 1 of 17
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Envy 15 2020 - ep0098nr crashes and restarts every time it goes to sleep

HP Recommended
Envy 15 ep0098nr (2020)
Microsoft Windows 10 (64-bit)

Every time the laptop goes to sleep it crashes and restarts after about 5-10 seconds.
Even after changing "What closing the lid does" settings, and other settings on windows 10, the laptop still goes to sleep when I close the lid.
And then it crashes and restarts.
Any solution other than restoring factory settings?

16 REPLIES 16
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Author
Level 2
20 19 0 1
Message 2 of 17
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HP Recommended

From the HP support assistant

HP ENVY Laptop 15-ep0xxx  (ep0098nr)

Product number 3G675UA#ABA
I had to do a factory reset 2 times within the first week of getting a brand new laptop, to solve a graphics issue. Now roughly 2-3 months in, I get these 2 new problems. I hope I don't have to do a factory reset again, and waste 2-3 hours setting up my laptop again.

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HP Support Agent
HP Support Agent
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Message 3 of 17
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@rohankataria Welcome to HP Community!

 

I understand that Envy 15 2020 - ep0098nr crashes and restarts every time it goes to sleep.

 

Please follow the below steps: 

Step 1: Enabling the Keyboard in Windows 

Skip this step if the computer does not enter sleep mode or if the computer wakes unexpectedly. 

Follow these steps to enable your keyboard to wake your computer from sleep mode: 

  1. In Windows, search for and open the Device Manager. 

  2. Click the arrow next to Keyboards and double-click the name of your keyboard. 

  3. If the Power Management tab is available, proceed to the next step. 

If the Power Management tab is not available, click the Change Settings button if it appears below the Device status box. The same Keyboard Properties window opens with the Power Management tab available. 

If you are prompted for an administrator password or confirmation, type the password or provide confirmation. 

  1. Click the Power Management tab and make sure that the box next to Allow this device to wake the computer is checked. 

  2. Click OK, and then test to make sure that the keyboard can now wake the computer. If the computer still cannot wake from sleep mode, continue using these steps. 

  3. For instructions on how to update the BIOS of your computer, see one of the following HP support documents: Updating the BIOS (Notebooks) 

For more steps, please Click here 

 

Please run the SFC scan. you can refer to this Link: https://support.microsoft.com/en-in/help/4026529/windows-10-using-system-file-checker

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

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Author
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20 19 0 1
Message 4 of 17
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HP restore did not help. I had to contact Microsoft support multiple times to get Windows 10 version 2004 (may 2020 update) on my laptop. That worked for some time. I did see the problem once again, but rolling back and reinstalling the bluetooth drivers fixed it for me for some more time. But the problem still exists! Don't know why HP isn't doing anything about this

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HP Support Agent
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Message 5 of 17
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@rohankataria I recommend you install the latest version of the HP Hardware diagnostics (UEFI) on your device using this link: Click here for details

  • Hold the power button for at least five seconds to turn off the computer.
  • Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
  • On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.
  • Click Extensive Test.
  • Click Run once, or Loop until error.
  • While the test is running, the time remaining and test result for each component display on the screen.

If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.

Riddle_Decipher
I am an HP Employee

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Author
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20 19 0 1
Message 6 of 17
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All passed.

My guess is its some driver (from HP or from Windows Update which can't be stopped) causing trouble with new Windows versions. I would expect HP to figure it out and put the right drivers on their support website AND windows update. But that clearly hasn't been done.

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HP Support Agent
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Message 7 of 17
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@rohankataria

 

I understand your concerns.

 

In that case, I would suggets you contact our phone support and check for the support option. They will help you.

 

Here is how you can get in touch with phone support.

 

 

1)Click on this link - www.hp.com/contacthp/

 

2)Select the product type.

 

3)Enter the serial number of your device or select let HP detect your product option.

 

4)Select the country from the drop-down.

 

5)You should see the HP phone support number or Chat option listed.

 

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

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Author
Level 2
20 19 0 1
Message 8 of 17
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As I mentioned in my comment earlier, I have contacted HP support already. The only solution they have is reset you PC to factory settings. Same solution for every problem. I wasted hours doing all that but still no resolution. I regret buying HP

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HP Support Agent
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Message 9 of 17
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@rohankataria

 

I understand your concerns.

 

In that case, you have to perform the recovery.

 

Please refer to the below link to perform the cloud recovery.

 

https://support.hp.com/in-en/document/c06162205

 

Have a nice day!!

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Author
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20 19 0 1
Message 10 of 17
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Please read my comment. I clearly said I have performed the recovery (actually 3 times). The issue is not resolved.

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