Computer restarts instead of sleeping

[DYEE]

After almost 3 years with this computer, I encountered a problem when putting my computer to sleep. Since I'm always on the go, I got into the habit of leaving my computer in sleep when I move from place to place and restart it about every 2 weeks. Unfortunately the laptop decided to not sleep anymore but rather restart. It acts as if it is in sleep mode, until I try to turn it on. I've looked in several forums and can't find a solution. I've restarted but didn't work, I've changed to the former BIOS but didn't work, I re-updated the BIOS but didn't work. I ran a system diagnostic which showed 2 errors of which I can't fix (I don't know if it is the reason for this problem) for some reason there is a problem in the Intel (R) management engine interface and in the Trusted Platform Module 2.0. The error in device manager shows

Intel (R) management engine interface:

"This device cannot start. (Code 10)

STATUS_DEVICE_POWER_FAILURE"

Trusted Platform Module 2:

"This device cannot start. (Code 10)

A protocol error was detected between the driver and the device."

It is very annoying, since I have manually uninstalled the drives and reinstalled them to see if it would be fixed, I tried to update the BIOS once more but I have gotten no result. 

Any help would be appreciated.

[Riddle_Decipher]

@DYEE

Welcome to HP Forums, 

This is a great place to get support, find answers and tips, 

Thank you for posting your query, I'll be more than glad to help you out 🙂 

As I understand the computer restarts instead of sleeping,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Did you install the latest drivers for Intel using the HP website?

Or the Intel website if the HP doesn't contain the same?

While you respond to that, I recommend you update Intel using the Auto-detect utility: Click here to download and install.

Also, to ensure the computer is set to sleep when the sleep button is used instead of restart, please check the power options and change or set it to defaults.

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us and others see that we've got the answers!

Good Luck.

[DYEE]

Thank you for replying. I have used the auto detect, to where it says there are updates available for the wireless, but non for the driver that is not working. And I have not downloaded any new drivers other than after the problem began as a method to fix it. 

[Jeet_singh]

Hi @DYEE,

Thank you for replying,

I appreciate your time and efforts,

It looks like you were interacting with @Riddle_Decipher, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

I understand you have tried to download auto detect tool and still having the issue, don't worry as I have a few other steps which should help you resolve this issue.

I would suggest here is to update the Chipset drivers and graphics card drivers from our HP support website, using this link.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

you may try to install the Intel® Driver Update Utility. This Utility keeps your system up-to-date, detecting which driver updates are relevant to your computer.

If the issue persists then you may also install the Intel® Management Engine (Intel® ME) Software. 

NOTE: This Installs the Intel® Management Engine (Intel® ME) software for systems based on 3rd generation Intel® Processors or above. The Intel ME software components that need to be installed depending on the system's specific hardware and firmware features. The installer detects the system's capabilities and installs the relevant drivers and applications.

If the issue persists, I would suggest here is to perform a Windows Refresh (repair). This will also not delete any of your data and fix any issues with the Windows operating system. The link provided is for Win8. However, it will work for Win10 also. 

I hope this should do the trick. Let me know how it goes for further assistance.

Eager to help!

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[DYEE]

Hi Jeet, thank you for your reply, I had to try to refresh, which did not work at all it only deleted some programs from my computer including microsoft office and a few more. I now kinda regret that I refeshed at all considering it did nothing to fix my problem. 

I wish help could be more immediate but ever since HP decided to charge their customers for help, it has really lost a lot of its quality in customer care. I've never had problems with this computer until this random problem that now seems to be affecting the whole system. I can't put it in sleep mode, and now I have two errors in device manager that say that can be fixed with a driver update of which I have done multiple times without any luck.

[Riddle_Decipher · Accepted solution]

@DYEE

Thank you for replying with this detailed response 😉 

I appreciate your time and efforts,

I understand the steps suggested by @jeet_Singh didn't work, although they should have resolved the issue as it does in most cases, that said, I recommend we reinstall the OS using the F11 (factory recovery image) or the Recovery Manager as it should provide an options to create a backup of all personal data and then recover your PC back to the factory defaults, therefore restoring the factory shipped drivers and software, in turn resolving all your concerns with the PC.

Click here for steps.

(Though the header/title may be different, the steps will help resolve your concern on both Desktops & Notebooks).

Let me know how that pans out

I hope you have a good day ahead,

And Feel free to ask any other queries as  well,

Considering, this forum has some of the best people in the world available and ready to help.

{If this resolved your concern, Click on "Accept as Solution" & the Purple Thumbs up}.

[DYEE]

Is there a way to recover Microsoft Office that the refresh deleted?

[Riddle_Decipher]

@DYEE

Thank you for responding,

It's great to have you back 😉

Yes, there is and that's exactly what the link I shared earlier would do.

I would appreciate if you could perform the steps mentioned in the article and that should revert all settings and software back to factory settings, in the process getting any factory shipped MS Office back as well.

If I have helped you resolve the issue, 

Feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon 

Followed by clicking on 'Accepted as Solution' 

And Have a great day ahead!

[DYEE]

The recovery did not fix the problem.  I still get the code 10 errors and the restart problems.

[Riddle_Decipher]

@DYEE

Thank you for replying,

I appreciate the efforts.

That said, it's very unlikely that the issue would persist after reinstalling the windows,

Hence, I recommend you run an extensive system test using the HP Hardware Diagnostics tool: Click here for the steps.

If all the tests pass and yet the issue persists, you may have to make use of a recovery media as it would delete and recreate the partitions on your PC as the current partition may have been compromised or corrupted which is why the issue persists.

Click here to know about obtaining a recovery media.

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us and others see that we've got the answers!

Good Luck.