HP Envy 15-q400 Sceen wont turn on and pc wont enter sleep

[Dylan_Trom]

Over the past 2 months, when I close my laptop or manually put it into sleep mode, the screen will turn off but the computer will not fully enter sleep mode. If I then re-open my laptop, I am unable to get the screen to turn on. One time I could actually hear that the computer was still running as there were sound effects every time I would click but in order to get the screen to come on I need to hold the power button down and restart every time. I have tried updating my drivers and looking through settings but nothing is working. I've also been trying to contact HP but every time they say look on the forums but I can only find the issue from people who upgraded to Win 10 and their solutions don't help. This issue is appearing after over a year and a half of buying this laptop and never having this problem, please help!

[DavidSMP · Accepted solution]

Hi @Dylan_Trom,

Good Day. A warm welcome to the HP community. I reviewed the case relating to the computer not waking up when the lid is closed and it needs to be restarted for it to work again I will be delighted to assist you here.

Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this.

• Did this happen after a recent Software or Windows update?

For now please try these steps:

• Right-Click on start button> click device manager> expand display adapters>then select the display drivers that are listed and right-click on it and uninstall the drivers.
• Check the box that states delete the software for this device.Then restart the computer and update the bios chipset and graphic drivers from this link: http://hp.care/2iLrig2 Please select the correct operating system and follow the on-screen instructions.

Please perform a hard reset from this link: http://hp.care/2nwQ054

Then perform these steps to see if it gets resolved:

1. Go to Control Panel, then click Power Options.
2. From the Select a power plan page, click Choose what the power buttons do from the list on the left panel.
3. On the Define power buttons and turn on password protection page, you then have the option of choosing what happens when you:
   • press the power button
   • press the sleep button
   • When I close the lid- select the sleep option (not shutdown or hibernate)
   • Now check again.

• If it does not work then please perform all the prescribed steps from this link:http://hp.care/2gMk20y and follow the option “The computer does not wake up from sleep or hibernate mode”.Then check if the issue is resolved. Please disable Hybrid sleep as well.

Please change the power plan and set it to high performance from this link: http://hp.care/2rUUbXB

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂

.Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂 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. 🙂

[Dylan_Trom]

Thanks for the response! I found that uninstalling the display driver, restarting, reinstalling the driver, and then performing a hard reset solved my issue. Many of the other options for solutions had already been done, such as turning off hybrid sleep, so my problem must have been the bad driver sticking with the system because I haden't done a hard reset after reinstalling the driver. Thanks again!

[DavidSMP]

Hi @Dylan_Trom,

It has been a fabulous experience working with you. 🙂 I thank you greatly for accepting this as a solution. 🙂 You've been simply amazing with your technical expertise and thanks again for giving me the privilege to share this platform with you. 🙂

I hope the unit works great and stays healthy for a long time. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

Please take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂