HP Envy x360 13-ay0075nr won't wake from sleep

[Gavin-G]

HP Envy x360 13-ay0075nr 

AMD Ryzen 7 4700U with Radeon Graphics

Windows 10 Home Version 1909 Build 18363.997

Bios Version: F.11-06/23/2020

Motherboard ID: 876E

AMD Radeon Graphics Driver Version: 27.20.2001.13001

Laptop won't wake from sleep if left for more than ~5 minutes. I am able to wake the device from sleep after only a short period of time, within a minute or so. I have tried closing the lid to force sleep and sleeping through the OS menus. I have tried waking the device with internal track pad and keyboard, an external bluetooth mouse as well as opening the lid. The results are always the same. The only solution is to hold the power button and reset the device. 

I can reproduce this problem consistently on battery power and plugged in to the power adapter. I have applied all windows and HP updates. No error messages on restart. 

The results sometimes vary.

• Sometimes, the keyboard back light will turn on and the fans spin up, but the display and display back light will not turn on.  In these instances the machine will reboot on its own after 3-5 mintues.
• Sometimes only the power button light will turn on without the keyboard backlight. A hard reset is required by holding the power button for ~10 seconds.
• Sometimes there is no response from the computer in any way (no lights, no fans). Pressing any button, including the power button will do nothing. Only holding the power button for ~10 seconds will cause the computer to reboot. 

I have read the following support threads:

1. HP Envy x360 13-ar0017au won't wake up from sleep(my issue appears to be identical to this user)
2. Envy X360 goes shutdown in Sleep mode 

I have attempted the following fixes: 

• Last night, I went through the complete system wipe and re-installation using the HP Cloud Recovery Tool. As suggested in link #1 above. No change to the issue. 
• I've updated to the latest AMD drivers (v 27.20...).
• I have tried the HP published AMD drivers (v 26.10...) through HP Customer Support - Software and Driver Downloads.
• I have no pending Window's updates
• I have no pending HP Support Assistant updates
• I have disabled "Turn on fast startup" in Windows Power Options
• I have used the Windows Troubleshooting Power test with no findings

There are posts out there that suggest that there may be a devices in Device Manager > System devices that has its power management settings to allow the computer to turn off the device to save power. These posts typically are related to Intel based machines citing the Intel Management Engine. If there's a similar device and setting for AMD, I haven't yet been able to identify it. 

I have had this laptop for about a week now and I can'd find any solution that works. There was a bios update very early on in the initial set up process. I am unsure if that is the cause since I didn't use the computer (or specifically the sleep function) before the update.

[The_Fossette]

@Gavin-G

I reviewed your post and I understand that the computer is not waking up from sleep.

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!

P.S: Welcome to the HP Support Community 😊

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

Cheers!

Stay Home – Stay Safe

[Gavin-G]

Hi, I appreciate your response.

I've already completed the steps you have suggested with no change. The computer still will not wake from sleep. 

[The_Fossette]

@Gavin-G

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

https://support.hp.com/in-en/document/c04758961

Let me know how it goes.

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

Cheers!

Stay Home – Stay Safe

[Gavin-G]

Hi @The_Fossette, 

I again appreciate your reply, but this is not helpful, and I'm starting to think you didn't read my original post. Both your first and most recent posts suggest actions that I explicitly list as items that I have already attempted. 

As I've stated, I performed a complete system OS re-installation using HP recovery tools and it did not correct the issue. 

[The_Fossette]

@Gavin-G

If the issue persists after a clean Windows install, I recommend you contact support to further diagnose the issue.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Cheers!

[jpd321]

I have a similar machine HP Envy  x360 13-ay0xxx with 16GB and Win 10 pro. Similar to the hypervisor issue others have reported, for me it turned out to be Windows Sandbox. Once disabled, my sleep issues were cleared up.

[Gavin-G]

@Jpd321

Interesting. I'll look into that tonight and report back. Thank you