Intel Trusted Execution Engine failure

[cruinne]

Hi all,

I'm having an issue with my HP Stream 11 (Windows 8.1 64-bit).  In March, it started failing to recover from Sleep when  the lid was closed, It would instead do a start-up again.

Investigation shows this is a problem with the Intel Trusted Execution engine - the message in the Event Viewer is that "Intel(R) Trusted Execution Engine Interface driver has failed to perform handshake with the Firmware."

Looking in Device Manager, I see the Intel Trusted Execution Engine with "STATUS_DEVICE_POWER_FAILURE".

In trying to fix this I have:

• Flashed the Bios to the latest version available from HP (F.08) for this laptop.
• Reinstalled/repaired the TXE drivers from the driver offered here at HP.
• Factory reset the laptop using the F11 function from startup.
• Totally wiped and factory reset using a recovery kit from HP.

Yet the problem persists.  Any ideas where to go next?

[MKazi]

@cruinne

Thanks for reaching out to us on HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP Stream 11 laptop. I read that the laptop would not recovery from the sleep mode when the lid was closed. It would instead do a startup.

You have tried to troubleshoot the issue and found that a problem with the Intel Trusted Execution engine. In device manager, you see Intel Trusted Execution Engine with "STATUS_DEVICE_POWER_FAILURE" message. Fabulous analysis. Spectacular diagnosis of the issue before posting. Kudos to you for that.

To provide an accurate resolution, I need a few more details: 

• Please let me know the exact product model no. This link will help you to find the model no: http://hp.care/2bygf7l

Meanwhile, you may try to install the Intel® Driver Update Utility. This Utility keeps your system up-to-date, detecting which driver updates are relevant to your computer.

If the issue persists then you may also install the Intel® Management Engine (Intel® ME) Software. 

NOTE: This Installs the Intel® Management Engine (Intel® ME) software for systems based on 3rd generation Intel® Processors or above. The Intel ME software components that need to be installed depending on the system's specific hardware and firmware features. The installer detects the system's capabilities and installs the relevant drivers and applications.

I hope this helps. Let me know. Cheers! 🙂

[cruinne]

@MKazi

Thanks for your reply!

My product is: TI-d020nr

I tried the two suggestions above.  For the Intel Driver Update Utility, the only thing it finds on a scan is, under Graphics, "A customized computer driver manufacturer driver is installed on your computer" and to contact my manufacturer.  There are no other headings and nothing to download. 

For the Intel Management Engine software, it cannot install because it says "platform is not supported".

More details on this model:

• Windows 8.1 with Bing 64-bit
• Celeron N2840 (Bay Trail-M)
• HP 8023 motherboard
• 2 GB RAM,  SanDisk SDW 32GB

[MKazi]

@cruinne

Thanks for replying with the information. 🙂

Let me know if you have updated the drivers for the Intel Trusted Execution Engine Interface?

Also, when the is opened and if the laptop does not wake from the sleep mode, please perform the following steps and check if it wakes up the laptop:

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

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

Figure : Keyboards selection in the Device Manager window

• 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.

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

Figure : Allow this device to wake the computer selection in the Power Management tab

• 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.

Let me know. Thanks again!

[cruinne]

@MKazi

Yes to the drivers.  I have tried both the "repair" option that the installer offers, and uninstalling the device and reinstalling it using that tool.

For the keyboard settings: Unfortunately,  no matter how I come at it, there is no keyboard setting to allow it to wake the computer from sleep.

• Under Device Manager > Keyboards > Standard PS/2 Keyboard > Properties, there is no Power Management tab, nor is there a "Change Settings" button on the General tab beneath the Device Status box.
• If I come at it through Control Panel > Keyboard > Hardware > Properties, there is a Change Settings button on the General tab, however clicking it opens the same dialog as Device Manager has, with no Power Management tab.

When I look on the Details tab, under Property "Power Data", there is no Value in it saying wake is supported by this keyboard, as you see in this example.

That said, I have never used the keyboard to wake the laptop - until this problem began, just opening the lid would wake the it.

[Jeet_singh]

Hi @cruinne,

Thank you for replying,

I appreciate your time and efforts,

I see from the post that you tried to follow the steps suggested and still having the issue,  I would suggest you give us some more time to research this issue and get back to you with more details. If you don't hear from me in the next 24 hours, send me a private message as a reminder.

It's been a pleasure interacting with you and I hope you have a good day ahead.

Regards,

[cruinne]

@jeet_singh

Thank-you -- I'll wish you luck in finding the solution, and I'll get back to you in a day or two if I don't hear anything.

[Jeet_singh]

Hi @cruinne,

Thank you for replying,

I appreciate your time and efforts,

I see from the post that you have tried the steps suggested and still having the issue, don't worry as I have a few suggestions which should help you resolve this concern,

Before we could proceed with the resolution part, I would like to know do you get any error code if so, could you reply to this post with the details for further assistance.

Moreover, I would also like to know when do you get this error message?

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. 

If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.

If you wish to show appreciation for my effort, please click the Thumbs up icon at the bottom of my comment.

And I Hope you have a good day, Ahead.

Regards,

[cruinne]

@Jeet_Singh

Thanks again for the reply 

There is no error that appears.  The only errors I see are in the System logs, and in Device Manager, as described in my first post.

 I should add some details, however.  A few days before creating that post, I had done a full wipe/recovery using an HP recovery USB (as I mentioned in that thread).  While windows is activated, I have noticed that I have not received any Windows updates since doing the recovery.  If I run Windows update manually, it never completes, just continues to check for updates for as long as I let it run.

If I run the Microsoft Windows Update Troubleshooter, it claims to repair two errors, but still, I cannot update Windows.

Is it possible that the failed TXE is also causing this problem?

[MKazi]

@cruinne

You're most welcome. 🙂

And thank you for the additional information. 

Meanwhile, I suggest you to perform the drivers for the Intel Trusted Execution Engine Interface Driver from the HP website. 

Hope this does the trick. Cheers! 🙂