HP Envy laptop won't wake up from sleep

[TChalms]

HP Envy m7 Notebook PC.  X64 based PC.  Intel Core i7, Windows 10 Build 19044, 512 Hard Disk, and 16GB memory:

My customer’s laptop has developed a problem waking up from the sleep mode (Hibernation is not enabled.)  At night for instance, he used to usually just shut the lid and turn off his mouse. In the morning he would lift the lid, turn on the mouse and Windows 10 would wake up.  He would enter his password and be up and running. It worked that way for years with an occasional reboot for Windows Updates.

However since about early August* when he closes things down as he usually did, the system won’t wake up completely.  It seems to be powered on, but has a black screen and nothing wakes it up completely; not tapping the mouse or the space bar, not hitting esc, or even ctrl/alt/delete.  The power button LED is on, but absolutely nothing happens, no disc activity or anything.  He has to do a hard power down and then power up to reboot.  It then comes back up to Windows 10 after about 20 minutes of churning.  He has even tried closing it down by clicking the Start button, then the Power button and then clicking the Sleep choice on the menu. It will go to sleep, but trying to wake it up gives the same black screen with nothing happening; and it requires a hard power down and restart.  During the day, with the lid up, if he interacts with the system within 2 hours or so, everything is fine, but leaving it for longer, it goes into this dead sleep mode, and trying to wake it up, he gets the black screen and no activity, requiring a hard power down and restart.

I asked him to describe the hard power down. He said, "What I have to do now, with the black screen when nothing wakes the system up, is hold the power button down at least 4 seconds until the system shuts down and the LED in the power button goes out.  I then wait for at least 30 seconds, push the power button and the system then wakes up and goes through an extensive boot up.  Takes about 20 minutes and then everything works fine, except it does not seem to communicate with the printer."

I’m wondering if there is a broken or missing driver or an update from HP?

*KB5016616 2022-08 Cumulative Update for Windows 10 Version 21H2 for x64-based Systems installed on August 10, 2022. Could that Windows Update have broken something?

Puzzled in Oregon.

[ub6424]

Hello @TChalms 

Sorry to hear that you are having problems ... I would like to help you.

(1) Power off computer

(2) Disconnect charger

(3) Press and hold <power> button for 30 seconds

(4) Connect charger

I want the check your current system configuration.

(5) Run    msinfo32

- Select <System Summary>:

--->>> copy/paste to following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

BIOS Version/Date

(6) Please report your results

[TChalms]

Great! Thanks! I'll get back with that info.

[TChalms]

OS Name  Microsoft Windows 10 Home

Version  10.0.19044  Build 19044

System Model  HP ENVY m7 Notebook PC

System SKU G6U51  UA#ABA

BIOS Version/Date  Insyde F.43,  8/3/2016

And here are notes from my customer doing his homework:

Note that a couple strange things happened.  When I clicked on the power icon that gives me sleep, shut down, restart options, I clicked on shut down.  The system seemed to stop, but the power button led stayed on.  I had to hold the power button down to get it to go off.  Then with the charger unplugged like requested, when I held the power button down for 30 seconds, the led light came on for awhile like the system was restarting, but then went off and the system stopped.  I then reconnected the charger and did my normal power on and reboot, but just held the power button a couple seconds when the light came on (not the 30 seconds).  It rebooted like normal.

Thanks for your help!

TimC

[ub6424]

Hello @TChalms 

Please follow instructions ...

(1) Download and install BIOS Update

HP Notebook System BIOS Update

F.57 Rev.A

26.3 MB

Dec 6, 2018

Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

• An available BIOS update resolves a specific issue or improves computer performance.
• The current BIOS does not support a hardware component or a Windows upgrade.
• HP Support recommends installing a specific BIOS update.

"

(2) Reboot

(3) Let BIOS be installed until it's completely done !

(4) Download and Install/Update

( If any error occurs continue with next one ... )

Intel Chipset Installation Utility and Driver

10.1.1.7 Rev.A

3.1 MB

Aug 5, 2015

Download

Intel Management Engine Interface (MEI) Driver

11.0.0.1155 Rev.A

61.1 MB

Aug 5, 2015

Download

HP CoolSense Technology

2.20 Rev.D

9.4 MB

Aug 6, 2014

Download

(5) Reboot and test

(6) Please report your results

[TChalms]

Hi:

My customer is working on the Backup step (which includes getting a new system). I will probably end up doing the BIOS update in a few weeks.

Thanks!

TimC

[ub6424]

---

@TChalms wrote:

Hi:

My customer is working on the Backup step (which includes getting a new system). I will probably end up doing the BIOS update in a few weeks.

Thanks!

TimC

---

You're welcome !

Keep me updated ...

Good luck