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04-11-2021 11:44 AM
First of all, I would like to apologize for the lengthy and long email - but I really appreciate your time and help!
The situation before: Sleep and Hybrid sleep worked fine. Whenever I leave my laptop on idle, it would go to sleep at the time I set it to sleep. Then I press a random key to wake it from it's sleep and the apps (Google Chrome, Word doc, etc.) are still there where I left off. Whenever I am about to go to bed, I simply close the laptop and it would enter sleep mode. For both situations I can tell because the light near the power button is blinking on/off; and when I wake up the laptop is "off" since the light is no longer blinking on/off. Of course, I am assuming this is because of Hybrid sleep - sleep then hibernate. When I press the power button to turn it on, sign in, all the apps are still there and where I left off.
I have always kept windows up to date, including the automatic updates (NET framework, Cumulative updates, Security, etc.) as well as the updates which require a restart. The same goes for the updates recommended in the HP Support Assistant (excluding the recent 2 updates: BIOS update and Intel MEI Driver - I have not done anything with these yet).
Regards to power options, I have only ever changed the time as to when the laptop sleeps (30-45min.). I never leave the laptop plugged in all the time (since I am a bit worried it may overcharge the battery) and occasionally unplug it when it's fully charged. (The power mode on battery is: "better battery".)
This laptop is relatively new (only 2-3years old) and because of that I don't believe its battery is old or anything and of course it is up to date. There have never been any issues or problems before.
The problem now: Whenever it enters sleep, hibernate, and/or hybrid sleep all of the apps are closed and the laptop restarts itself. This problem has recently occurred - only a few days ago.
Actions/resources: Please take a look at the list below of some of the resources I have looked up and some actions that I have tried to alleviate this problem:
- Running the Power Trouble shooter
- Control Panel (I have changed power options under the "sleep" tab. The following settings were changed: "allow hybrid sleep" -> on for both "Battery" and "Plugged in" -> "Hibernate after" -> "on battery" -> 120 minutes and "Plugged in" -> Never)
- Made changes under "Choose what the power button does" and "Choose what closing the lid does" -> All settings are set to sleep for both cases. I have also played around and even chose hibernate, for ex. closing the lid -> hibernates
- Restoring it to the default settings for the plan (The plan is "HP Recommended" - automatically balances performance with energy consumption on capable hardware)
Results: The above are some of the things I looked at and changed. I have read every comment under the links and I have played around with the settings and tested each of them out. The trouble shooter says it "fixed" some power options, but they only changed the settings for the sleep, etc. (For ex. instead of 30 minutes to sleep, it set it to 10 minutes.) When I changed the "sleep" options under the Control Panel and chose to "hibernate" while closing the lid - I went ahead and saved those changes and closed the lid. Unfortunately it still closes all apps and restarts. I've done this for other options, etc, tested them and I end with the same results.
1 solution fixed: When I restored the settings back to default and restarted my laptop it fixed one thing - sleep. Thankfully, when I put the computer on sleep by pressing the power button (which I set it to), the apps are still there when it wakes up (but I don't know if putting it to "sleep" for a whole night will work or not since I have not tested it). The hibernate and hybrid sleep option are still a problem.
Other issues: As the problem with hybrid sleep continues, today I had an issue where I was watching a show on my laptop (connected to HDMI cable and TV) and the laptop just turned off. I'm not sure if this has any relations to this issue, but I just wanted to mention it. Again, I have never had any issues like this before.
Further: I am leaning towards it being an issue with the Windows 10 updates because the most recent update was sometime in March 2021 and, again, no issues before until now. Of course, I am not a professional and don't know a whole lot on computers (software, hardware, etc.) - so this is just an assumption. Some of this stuff concerns me because I don't want to make drastic changes that might really hurt or affect my laptop.
If anyone can help me with this issue that would be a tremendous help! I know other people had similar issues and it may have worked for them, but it seems like it did not for me. I mentioned earlier some of the settings I changed in, for example, the Control Panel ("Power Option") but I can provide you with more specific choices/details I chose if you would like - so let me know if that would be helpful to you! Lastly, again, I apologize for the very long message/question but thank you very much for your patience and help!
04-14-2021 08:47 AM
Thank you for posting on HP Support Community.
Don't worry as I'll be glad to help,
I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed.
While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time.
Restoring Files that were Backed Up Using HP Recovery Manager (Windows) You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/
The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system.
- Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10)
- Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)
Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
I am an HP Employee
05-28-2021 07:52 AM
Sorry for the delay in my response - I've been very busy lately so I haven't had time to check back yet.
I have not yet reset the laptop back to factory settings - I'm just a bit hesitant and concerned, especially trying to do it myself and I kind of would like to resort to that option last.
I found that it may be an issue with the hibernate function. Because of this, hybrid sleep will not function properly (since it's a combination between sleep and hibernate). As I mentioned, the apps are all closed and the laptop restarts after the time setting for sleep is over. It just doesn't go into hibernate anymore.
Could we possibly try some other methods to fix this before I try resetting the laptop to factory settings? If so, that would be very much appreciated! Again, I apologize for the delayed response, but thank you for all the help!