Laptop can enter a sleep power mode even when configured to NEVER sleep.

[Arlin_Sandbulte]

New HP ENVY - 17t-ce100 CTO (17" laptop): Product Number: 6UX02AV

Issue summary:  I have a reproducible issue where the laptop enters a sleep mode even if the settings in Windows 10 are set to NEVER sleep.  After the display screen turns off, the laptop seems to enter sleep mode a short time later.

How do I know the laptop has entered a sleep mode and the screen is not just off?
The reason I know it enters sleep mode is because the power light turns off, all fan activity stops, and I can no longer ping or access the laptop remotely.
Note: I enable ping response by enabling File and Printer Sharing (Echo Request - ICMPv4-In) in the Windows firewall advanced settings.

I have worked with HP support and returned the laptop for service and repair of this issue. They replaced the motherboard, but when I got it back the same issue is still present.
I think this feels like some sort of hardware or firmware or bios bug which may be present in ALL HP ENVY - 17t-ce100 CTO laptop models.

I have updated the BIOS to the latest available version, and I have updated Windows to the latest available version. The issue still persists.

Here are the steps to reproduce the issue:

1. Go to "Control Panel\All Control Panel Items\Power Options\Edit Plan Settings"
2. Change the settings ‘Put the computer to sleep’ to Never for both ‘On battery’ & ‘Plugged in’ status. Also, change the settings for 'Turn off the display' to 1 minute (so you don’t have to wait long).
3. Restart the laptop. (Start menu -> Power -> Restart). You MUST restart the laptop PC. The issue does not appear if it is shut-down and started.
4. Wait for the laptop to restart and then login to the desktop.
5. Wait ~1 minute after the laptop is booted for the screen to turn off as per power options. The screen will turn off, and the laptop power button light will stay on. At this point, I can ping the laptop & access it remotely.
6. Continue waiting (usually for one minute or less, but sometimes longer). The laptop power button light turns off indicating that the laptop has entered a sleep mode. The laptop can no longer be pinged or accessed remotely.

I have reset the laptop multiple times to troubleshoot this issue. Here are the steps I used to reset and reproduce this issue:

1. Under Settings \ Recovery choose ‘Reset this PC’
2. Choose the ‘Remove everything’ option
3. Choose ‘Next’ to just remove your files. Continue resetting the PC.
4. After the PC is reset and you are at the PC initial settings setup screen, choose all the default settings. BUT, DO NOT connect to wifi. This will let you setup the PC without using a Microsoft account.
5. For the username & password for the PC, use a username of ‘user’ and leave the password blank.
6. When all setup is complete and you are logged into the Windows 10 desktop, go to Power Options and change the settings ‘Put the computer to sleep’ to Never for both ‘On battery’ & ‘Plugged in’ status. Also change the settings for “Turn off the display” to 1 minute (so you don’t have to wait so long).
7. Restart the laptop. (Start menu -> Power -> Restart).
8. Wait for the laptop to restart. It will automatically login & boot to the desktop.
9. Wait ~1 minute after the laptop is booted. The screen should turn off. But, the laptop power button light will stay on.
10. Continue waiting (usually for one minute or less, but sometimes longer). The laptop power button light turns off indicating that the laptop has entered a sleep mode and the laptop can no longer be pinged or accessed remotely.

[praveen196]

@Arlin_Sandbulte Welcome to HP Community!

I understand that the laptop goes to sleep mode while it has disabled.

http://answers.microsoft.com/en-us/windows/forum/windows_10-power/sleep-mode-does-not-disable-on-win...

The above link is 3rd party and is not owned by HP, I've posted this only so that I may help you resolve this issue by going beyond my support boundaries, please ignore the ads and take only the free suggestions

Solution 1:

1. Go to Start and then Settings.

2. Click on Update and Recovery.

3. Check for updates under Windows Updates. 

4. Restart the system and check if the issue is resolved.

Solution 2:

I suggest you try running the Power Troubleshooter to check if it helps to resolve the issue.

Refer to these steps:

1. Press Windows key + X, select Control panel.

2. Change the view by option on the top right to Large icons

3. Click on troubleshooting and click on the view all option on the left panel

4. Run the Power troubleshooter

If the issue persists, change the power settings and check if it helps.

Solution 3:

I suggest you change the Power settings on the system. Change the power management feature for all relevant drivers and check if it helps to resolve the issue.

Follow the steps below:
Check if allow this device to wake the computer is checked in Device Manager.

1. Click Start, type Device Manager in the Start search box and hit Enter.

2. Select keyboard, it will display your keyboard, right-click and select ‘Properties’.

3. Select the ‘Power Management’ tab.

4. Check the “Allow this device to wake the computer” checkbox.

5. Repeat these steps for Mouse and Network adapters as well.

Solution 4:

Perform a clean boot to see if a third-party application is causing the problem

https://support.microsoft.com/en-us/kb/929135

Let us know if any of this solved your issue. 

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