HP Spectre X360 13 OLED Fails to Resume from Sleep

[Assailant]

Hi All,

I have an issue with my new 13-aw0054na that after much playing around with configurations / updates / settings I have been unable to resolve myself - Therefore I am reaching out here to see if any are familiar with the issue and can point me in a new direction...

The issues described below are experienced both on battery and on power supply. In the process of troubleshooting, I have enabled/disabled; Fast Startup, Hibernate, Wake Timers, USB Selective Suspend. In addition, I have played with the timers for Display, Sleep, Hibernate, Hard Drive from Never to Long. I have also tried disabling Link Power Management for the Optane module.

The BIOS has been updated. All graphics cards etc have been updated. Full SHIFT Shutdown (full shutdown) resets are carried out between each trial. Issues are described below. All seem to enter the sleep mode OK, but have trouble resuming again.

• Hybrid Sleep
  
  • No sleep indicator on power button (pulsing light or otherwise - not sure if expected?)
  • When powering on, backlight and fans kick on on laptop, but screen remains black, and keyboard does nothing other than backlight (Mute buttons don't illuminate etc)
  • Only way to turn off is to press and hold the power button for 6-8 seconds.
  • When turning on for the second time, windows spinning logo appears before the laptop resumes to the previous state from standby (as if coming out of hibernation).
  • Always the second time after a hard reset will the laptop fully resume, never the first.
• Sleep
  • When booting after sleep, there is a diagnostic that appears on the screen briefly about an improper shutdown, and rebuilding the cache, before the windows loading sign appears.
  • After windows loads and signs in, it is clearly a fresh boot, and none of the sleep state PC has been resumed.
• Hibernate
  • Hibernate works normally when enabled, but is by definition a very slow form of sleep mode, and I'd prefer if we can get the actual sleep mode to function.

According to powercfg -AVAILABLESLEEPSTATES, my current system configuration reports the following:

The following sleep states are available on this system:
Standby (S3)
Hibernate
Hybrid Sleep
Fast Startup

The following sleep states are not available on this system:
Standby (S1) - The system firmware does not support this standby state.

Standby (S2) - The system firmware does not support this standby state.

Standby (S0 Low Power Idle)

Really appreciate any pointers / help here. I don't see anything in the Event Viewer for the sleep state resume failures, as it does not appear to ever make it into boot for windows. Hardware issues? Something with the Optane drive?

Running F.13 BIOS, let me know if you need any other system details and I will happily provide.

[praveen196]

@Assailant Welcome to HP Community!

I understand that the laptop fails to resume from the sleep mode.

I understand your concerns.

The issue seems to be the hardware part. You have already performed the troubleshooting steps. 

I would suggest you contact our phone support. 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.
 

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!

[Assailant]

Hi Praveen,

Thank you for your reply.

I have already contacted HP Support via Phone Call and had Case ID: 504578131 created for me.

Unfortunately the support agent I spoke to was unable to help me and promised a return call by a specialist, but I have never received such a call back.

BR,

[praveen196]

@Assailant

I understand your concerns. 

The provided case number is incorrect. It should be 10 digits.

Do not worry. They will call you in this matter. 

Have a nice day!!

[Assailant]

Hi Praveen,

You were correct. The correct case ID was 5045781531.

I am eagerly awaiting a callback.

BR,

[praveen196]

@Assailant

I understand your concerns.

We will inform to case owner. As early as possible they will call you.

If you did not receive any call. Please call our call center with the same case number. They will help you.

Have a nice day!!

[Assailant · Accepted solution]

Hi Praveen,

After spending several hours on the phone with an HP support technician, I've finally got to the root of the issue (following complete Windows re-installation). For the sake of others that come across this thread, I have described the RCA below.

Retracing every step taken since fresh install of the laptop, I have concluded that the root cause of the issue described above is due to a strange incompatibility between this model of laptop and Connected Sleep.

As part of troubleshooting another issue I had experienced which was resolved with a Bios update, I had disabled connected sleep in the registry (CsEnabled field set from 1 to 0 at Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Power),  in order to access the advanced power settings within windows (max processor state, wake timers etc). This is a common suggestion in many threads linked to the spectre x360 when searching for solutions to overheating / fan noises etc in order to reduce the maximum processor state on battery. It turns out that in doing so however, completely breaks all sleep functionality on the laptop until CsEnabled is set back to 1.

I was able to reproduce the issue on a freshly formatted windows installation and resolve the issue through disabling and enabling this registry tag accordingly.

Thank you for your help in any case, and I hope this solution aids others that may have accidentally caused a similar issue for themselves.

BR,

[praveen196]

@Assailant 

Thank you for the update.

We are happy to hear that the problem is resolved.

In the future, If you have any concerns. Please get back to us. We will assist you.

Have a nice day!!