HP Elitebook 840G3 Freezes when going to sleep

[md2295]

We have two computers that both are experiencing the same issue.  The computers boot without issue and you can work on them but when it comes to going to sleep they freeze.  The computer freezes showing the desktop but they do not respond at all.  The screen will often freeze with the screen dimmed buit it will not resume its normal brightness it will just sit on this screen.

The computers will not respond at all and need to be forcebly rebooted for them to start working again.  I have tried reimaging them and they still have the same problem.  As I said this is a standard image deployed on close to 200 computers and these are the only two with this issue so I do not think it is the image.  Also they where the only two in a batch of 40 all produced at the same time so it shouldnt be a issue with differences in production.

Not sure where to go from here.

[IT_WinSec]

Hello @md2295 

Welcome to the HP Support Community.

There should be something different in these with the Sleep issue.

• HP has created an official articles about such issues, which you need to read/follow >> https://support.hp.com/gb-en/document/c03383935

Please, perform the necessary updates and software tweaks.

Here are a couple of additional things you may also try in addition to those in the article :

Check Device Manager

1. Click on the Windows Start button, type and then open Device Manager
2. Locate System devices and expand the trail

3. Locate and right click on "Intel (R) Management Engine Interface" then select Properties
4. Select Power management tap
5. And uncheck "Allow the computer to turn off this device to save power"
6. Save it and close it.

Try updating the BIOS

• what is BIOS >> https://www.computerhope.com/jargon/b/bios.htm
• how to update it >> https://support.hp.com/in-en/document/c00042629

Uninstall 3rd party security producyts

Uninstall any 3rd party security apps (firewalls, antivirus, DLP, encryption programs) which you may have. If they are not developed correctly, they (their drivers) might prevent Windows from going into Sleep mode properly

Scan your computers for viruses/malware/unwanted apps

.... Run the free ESET Online Scanner >> http://download.eset.com/special/eos/esetonlinescanner_enu.exe

Scan your PC for viruses, threats and unwanted/unsafe applications - remove if anything found.

.... Run AdwCleaner >>https://www.malwarebytes.com/adwcleaner/

.... Run Kaspersky TDSS Killer >> http://media.kaspersky.com/utilities/VirusUtilities/EN/tdsskiller.exe

If nothing helped

• Avoid using Sleep mode, use Hibernation instead. Configure the PC to never go to Sleep mode and to never have the HDD turn off automatically. Instead, active/enable Hibernation

Hope this helps