Laptop needs to be hard reset after going to sleep

[aefish4]

Biggest issue is that if we walk away from the laptop and it goes to sleep, 90% of the time it won't wake up. The keys are still lit up, so the laptop is still on but just black screen, no sounds or apparent response. The only way to resolve is to hold down the power button to force it to power down, and then power up again.

Occasionally, more often than not, the touch screen does not work. Also occasionally, the mouse pad will suddenly not scroll well, only a couple lines at a time even with a quick swipe, and the only way to fix it is to reboot the laptop. Sometimes rebooting does not fix the touch screen not working.

I have been dealing with these issues since a couple months into ownership, and have been trying to fix and fix, and now the laptop is less than a month past it's warranty date. Please help! 

I have done the suggested fixes for the sleep issue: Went to power settings and changes sleep and power options to take a longer time. Went into device manager and enabled keyboard to wake the laptop from sleep.

I am constantly checking for windows updates and updates from the hp support assistant and installing them. I run windows defender and malwarebytes consistently since we got the laptop. When we first received the laptop, windows couldn't even install updates, and I had to do a bios update to fix the issue, it seems that the partition for windows downloads was set to be very small. The bios update did work and fixed that problem, but still, an early red flag and another issue that we have had with the machine. 

[The_Fossette]

@aefish4,

Welcome to the HP Support Community!

I reviewed your post and I understand that you are facing issues with the sleep mode.

Don’t worry, I assure you I will try my best to get this sorted.

I recommend you follow the below steps and check if it helps.

Press ‘Win + I’ shortcut keys to open Windows Settings app.

Click on ‘Update & Security’, then go to the ‘Troubleshoot’ section from the left-side menu.

Scroll downwards a bit and click on the ‘Power’ option.

Click on ‘Run the Troubleshooter’. It will start detecting the problems and if it founds, go ahead fixing it.

If you continue facing the issue, then follow the below steps.

On your keyboard, press ‘Windows key + R’ and type ‘Powercfg.cpl’ in it.

Hit the ‘Enter’ key to open power options in the control panel.

From the left-hand side, click on ‘Choose what the power buttons do’.

Then, click on the link ‘Change settings that are currently unavailable’.

From the bottom given power button options, uncheck the ‘Turn on fast startup’ option.

Click on ‘Save changes’ button.

If the issue persists, follow the below steps.

Go to the ‘Start’ menu and type ‘Control panel’ then hit the ‘Enter’ key.

From the top-right filter, choose ‘Large icons’ and navigate to the ‘Power Options’,

Click and open the ‘Power options’.

Select the power plan according to your requirement and click on ‘Change plan settings’.

Click on ‘Change advanced power settings’.

In the power options windows, click on the button ‘Restore plan defaults’.

Click on ‘Apply’ and then ‘OK’ button.

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[aefish4]

Thank you for your reply. I have actually tried all of these steps, and they haven't resolved the issue. Do you have any suggestions for the issues I am having that don't relate to the sleep issue?

[The_Fossette]

@aefish4,

I recommend you perform a reset on the computer following the steps in the below article and check if it helps.

https://support.hp.com/in-en/document/c04742289

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!