HP Envy 15 (2020) Kernel-Power 41 when trying to Sleep

[Paul-Hansell]

Hello,

My Laptop is failing to sleep properly - It ends up rebooting with a Kernel-Power 41 error (Bugcheck 0)

Running Windows 10 Home.

I have re-installed Windows (twice), installed all the Windows Updates, Microsoft Store Updates and HP driver updates via the HP Support Assistant app. Nothing additional has been installed. 

Pressing Power (or just leaving the laptop alone), and it goes to sleep. After 5-30 seconds the power light goes out. Approx 10-12 seconds after that, it comes back on and the laptop boots into Windows. It's as though someone has long-pressed the power key to switch it off and then switched it back on again. 

Other than the power-kernel event, there are no other obvious errors in the eventlogs and a bug check 0 gives no useful info. There's no memory dump - It is configured to do one.

The problem does not happen if I boot into safe mode. I have  run all the sfc / scannow and dism commands, but bear in mind this is a clean install (twice).

I appear to have tracked the problem down to the Intel Overclocking Service (XTUOCDriverService). If I disable that, everything works...except of course the HP Command Center...which then means the laptop runs at full speed (with the associated loud fans) and eats the battery!

I have searched for and installed the latest intel and display drivers I could find and  moved to the Windows Insider Updates, but the issue is still there.

Anyone else seeing this issue? Can anyone offer any advise please?

[KrazyToad]

@Paul-Hansell

Welcome to HP Community

I have gone through your Post and I appreciate all your efforts and expertise in troubleshooting this issue

I suggest you contact HP Support and our Support engineers should be able to remote into your Notebook and sort this out

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

Thank you

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.
 

[EpicLiberal]

I'm having the same exact issue. I followed your advice to uncheck the XTU service and like you the command platform didn't work. But after reinstalling it it seemed to work again. It seems this problem is also on the Omen as well.

Edit: This method doesn't work

[Paul-Hansell]

I raised a ticket, but haven't had the time to progress it.
However, your comment caused me to do another google, and I found this. HP Envy 15 2020 randomly restarts when closed : Hewlett_Packard (reddit.com)
I have followed the instructions re removing the Intel Watchdog Driver, and done some quick tests - so far so good!
I'll see how it goes over the next few days.

[EpicLiberal]

It turns out my method of reinstalling the command platform only worked for the first sleep mode after a reboot. I manage to solve the issue by scheduling a task to stop the XTU3SERVICE every time the computer goes into sleep, and to restart XTU3SERVICE and HP App Helper HSA Service at boot. Everything is fully working now. I'm gonna also try that method. Thank you for your help!