Laptop freezes after screen shuts off, won't go to sleep or wake up

[archeologist]

I previously had a thread running about this problem but it was locked.

I have updated drivers, tried the support assistant, and even reinstalled Windows 10.  The problem still persists.

It seems that as long as one program or more are running the PC hangs up. It's not going to sleep, and it won't turn the screen back on once it's turned off.

If nothing is running it does seem to go to sleep properly.

Is there a help line I can call?  At this point I'm willing to pay someone to fix it.  I'm about to buy two Chromebooks for my kids but with my current HP experience I'm not happy.  I was an HP employee for 10 years and still try to support the company, but my loyalty only goes so far.

Thanks,

Ian

[archeologist]

I downloaded the event viewer and have identified a few events that look suspicious related to power events.

Can anybody here help me diagnose them? Or is that a paid service?

Thanks,

Ian

[KrazyToad]

@archeologist

Please ensure you download the latest BIOS for your Notebook. Link: https://support.hp.com/us-en/products/

Also follow the instructions in this Link: https://support.hp.com/in-en/document/c03383935

Keep me posted how it goes

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[archeologist]

I updated the Bios and did another test, no change.  The screen goes black, and neither the keyboard nor touchpad will do anything.

So I looked at the link you posted about instructions.

Under the first box, step 2 "Enable the Keyboard to Wake the Computer" I can't do this.

Here's the instructions:

"

Step 2: Enable the keyboard to wake the computer

Enabling your keyboard to wake your computer from sleep mode might resolve the issue.

1. In Windows, search for and open the Device Manager.
2. Click the arrow next to Keyboards, and then double-click the name of your keyboard.
3. Click the Power management tab.
   If the Power Management tab is not available, click the Change Settings button. 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."

I don't have a Power Managment Tab.  And the "Change Settings" button is greyed out.  How do I enable this?

Let's get that going and see if it changes anything.  Meanwhile I'll start researching Lenovo laptops.  Can you tell I'm frustrated?

Ian

[Echo_Lake]

@archeologist

Thank you for posting back. 

I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link:www.hp.com/contacthp/

[archeologist]

I would love to contact a support engineer, but as might be aware HP makes this option nearly impossible.

Since my warranty is expired I assume it's impossible?

No matter what I click on the link you posted I get routed back to this page.

https://support.hp.com/us-en/contact-hp/product/hp-envy-15-aq200-x360-convertible-pc/17104619/model/...

If you have a link to the page that tells me how to contact a support engineer I'd love to see it.  Otherwise I guess I will have to call my local computer repair shop.

[Echo_Lake]

@archeologist

Thank you for posting back. 

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 backup 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.

[archeologist]

Just to update for anybody else having this issue.  I paid for a $99 One Time "SOlve my problem" support for 30 days with a guarantee.

Most of the customer service people have been great, the last guy spent two hours on the phone with me trying all sorts of things.

But even after reinstalling Windows 10, updating the BIOS, all my drivers, etc. the problem is still there.  I am escalating and asking for my money back as my 30 days expires in 3 days.

I will update again if and when I get a refund.

[Echo_Lake]

@archeologist

Work on it as per your convenience and keep me posted on the results.