HP Envy x360 will not shut down, or wake up from sleep/hibernate

[daveh1701]

There is something wrong with the power management on this computer.  I don't know exactly when it started as it is not used often and I'm trouble shooting on behalf of a family member.

Sleep and Hibernate mode will occur either by manually selecting it or allowing the computer to idle after the set inactive time.  Once they are activated the screen goes blank and it is impossible to wake the computer back up.  To get the computer back active again I have to hard shut down by holding in the power button and start up from fully powered down.

If I choose to shut down the computer from the windows menu, then the screen goes blank, but the white light on the side and audible sound of the fans stays on until the power cord is removed and the battery exhausts, or until I hard shut down by holding in the power button and start up from fully powered down.

I have tried several troubleshooting measures, including reviewing the power management options in windows, concerning when to sleep/hibernate.  I also did a factory reset of windows as it was shipped and immediately had the same problem, before and after going through updates.  I also created a "clean" windows 10 install without the additional "bloatware" and HP suites and immediately had the same problem, before and after going through updates.   On this clean install I installed the HP Support Assistant and it shows everything up to date.  I also installed the AMD Radeon Software application which indicates that my GPU and CPU are up to date.

I have found other threads with similar problems, but they are all old and not specific to my machine.  Additionally many of these threads pointed to IME (Intel Management Engine) as the problem and required a rollback; however, this machine does not use an Intel chipset so this will not apply to me.

Help would be greatly appreciated.  This issue has been vexing.  The machine should otherwise be an excellent piece for what it's used for; however, without these basic power on/off functions working it's really not usable.  I will also note that the touch screen stopped working at some point and I'm theoretically interested in troubleshooting help on that, but that is moot if these power issues cannot be resolved.  Can anyone help me understand what kind of system/driver/process/application/etc handles power management and what might be going wrong here?

[praveenbv]

Hi@daveh1701, Welcome to the HP Support Community!

 Request you to follow the below troubleshooting steps.

Please follow the below steps: 

Step 1: Enabling the Keyboard in Windows 

Skip this step if the computer does not enter sleep mode or if the computer wakes unexpectedly. 

Follow these steps to enable your keyboard to wake your computer from sleep mode: 

1. In Windows, search for and open the Device Manager. 

2. Click the arrow next to Keyboards and double-click the name of your keyboard. 

3. If the Power Management tab is available, proceed to the next step. 

If the Power Management tab is not available, click the Change Settings button if it appears below the Device status box. The same Keyboard Properties window opens with the Power Management tab available. 

If you are prompted for an Administrator password or confirmation, type the password or provide confirmation. 

1. Click the Power Management tab and make sure that the box next to Allow this device to wake the computer is checked. 

2. Click OK, and then test to make sure that the keyboard can now wake the computer. If the computer still cannot wake from sleep mode, continue using these steps. 

3. For instructions on how to update the BIOS of your computer, see one of the following HP support documents: Updating the BIOS (Notebooks) 

For more steps, please Click here 

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day!

[praveenbv]

Hi@daveh1701, Welcome to the HP Support Community!

 Request you to follow the below troubleshooting steps.

Please follow the below steps: 

Step 1: Enabling the Keyboard in Windows 

Skip this step if the computer does not enter sleep mode or if the computer wakes unexpectedly. 

Follow these steps to enable your keyboard to wake your computer from sleep mode: 

1. In Windows, search for and open the Device Manager. 

2. Click the arrow next to Keyboards and double-click the name of your keyboard. 

3. If the Power Management tab is available, proceed to the next step. 

If the Power Management tab is not available, click the Change Settings button if it appears below the Device status box. The same Keyboard Properties window opens with the Power Management tab available. 

If you are prompted for an Administrator password or confirmation, type the password or provide confirmation. 

1. Click the Power Management tab and make sure that the box next to Allow this device to wake the computer is checked. 

2. Click OK, and then test to make sure that the keyboard can now wake the computer. If the computer still cannot wake from sleep mode, continue using these steps. 

3. For instructions on how to update the BIOS of your computer, see one of the following HP support documents: Updating the BIOS (Notebooks) 

For more steps, please Click here 

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day

[daveh1701]

Step 1:  In Device Manager, I find my keyboard as "Standard PS/2 Keyboard."  Double clicking opens up the "Standard PS/2 Keyboard Properties" window with 5 tabs: General, Driver, Details, Events, Resources.  No power amnagement tab.  On the "General" tab there is Device Status and a box below that says "This device is working properly."  There is no "Change Settings" box appearing below the "Device Status" box.

Regarding the BIOS, I have tried both the updated version, as well as rolling back to the factory reset bios using the windows button + B shortcut during reboot.

[praveenbv]

Hi@daveh1701,

We have done the basic troubleshooting as per the document and the notebook needs to checked by taking remote access so that get to know it's a hardware or software issue.

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.