Laptop stuck in power saving/sleep/screen saving

[kid07]

Dear Community,

I have a very annoying issue with my company laptop I would like to solve:

If I leave the laptop untounced for certain time it goes to power saving mode/sleep/screen saver whatever, but actually it stuck in the procedure and completely freezes with black screen. The only recover option is to pressing the turning-on button for long to turn it off. 
If I manually send the laptop to sleep it works properly.

I thought it might be windows issue and I anyway wanted to do a cleanup therefore I have reseted the Windows with the option deleting my files from the system partition. Now I have kind of a very light weight windows but the problem still occurs.

The checkbox "Allow the computer to turn off this device to save power" in the Inten Power Management is unchecked.

"Turn on fast startup" is unchecked.

The problem is really annoying because I dont really know when it is happening and I have lost many time my actual work.

I would be grateful if somebody could offer me a solution for this.

[ub6424]

Hello @kid07 

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

Let me check your current system configuration.

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/paste following key/value pairs:

OS Name
Version
System Model
System SKU ( equals HP product number (p/n) )
Processor
BIOS Version/Date

(2) Please report your results

[kid07]

Hello Ub6424,

OS Name	Microsoft Windows 10 Pro
Version	10.0.19044 Build 19044
System Model	HP ProBook 470 G4
System SKU ( equals HP product number (p/n) )	Y8B70EA#ABD
Processor	Intel(R) Core(TM) i7-7500U CPU @ 2.70GHz, 2904 Mhz, 2 Core(s), 4 Logical Processor(s)
BIOS Version/Date	HP P85 Ver. 01.13, 08/01/2018

Thanks a lot in advance!

[ub6424]

Hello @kid07 

(1) Create Windows system <restore point>

How to Create a System Restore Point on Windows 10 or Windows 11

(2) Download and install BIOS Update

HP Notebook System BIOS Update (P85, P91)

01.43 Rev.A

17.6 MB

Aug 15, 2022

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.

"

(3) Reboot

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

(5) Download and install / update 

Intel Chipset Installation Utility

10.1.18243.8188 Rev.S

3.0 MB

Jan 3, 2020

Download

Intel Management Engine Driver

2205.15.0.2623 Rev.W

272.4 MB

Apr 18, 2022

Download

(6) Restart Windows

(7) Download and install / update

HP Battery Health Manager BIOS Setting Update

1.0.2.1 Rev.A

0.5 MB

Nov 20, 2020

Download

Intel Management Engine Firmware

11.8.92.4222 Rev.A

5.8 MB

Apr 18, 2022

Download

(8) Reboot Windows

(9) Test your notebook

(10) Please report your results

[kid07]

Hello,

Thanks for the detailed instructions, I have just done it and tested my laptop. 

Unfortunately it did not help, I have measured it: after 10:00 min idle time the screen goes black, keyboard lights stays on and the laptop becomes unresponsive.

Interesting is, that normally at this stage if I press a button or move the mouse I should be able to continue my work but if I leave the laptop few more minutes in this stage it should go to sleep (keyboard lights turns off as well). But apparently the laptop stucks immediately in this "screen saver" or however called mode. Does this diagnosis help?

Thanks again trying to solve this issue!

[TzortzisG]

 Hello Kid07, this is obviously a "sleep" problem.

In my experience sleep problems are difficult to fix and require (as suggested above) a BIOS update and/or complete OS reinstallation. But most importantly you have to figure out what kind of "sleep" your device is using: modern standby or good old fashioned sleep S3? 

https://developers.hp.com/hp-client-management/blog/optimize-windows-power-profiles-with-hp-system-d... 

" 

To find out if a device supports Modern Standby, you can use the command

> PowerCfg /a

                                                                                                                                                                                                                                  "

Modern standby is generally very "glitchy" and a lot of users have disabled it and gone back to S3, and if not possible have substituted it for Hibernate.

[ub6424]

Hello @kid07 

(1) Test your hardware Using the HP PC Hardware Diagnostics (UEFI)

--->>> Perform <all> tests

https://support.hp.com/us-en/document/ish_2854458-2733239-16

See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

(2) Please report your results ( error messages, take pictures )

( if serial number, device id, UUID, System Board CT Number is displayed, please blur )

[kid07]

Hello TzortzisG,
Thanks for the info, I didnt know about these states. Definitely interesting!
I have run the command:

The following sleep states are available on this system:
    Standby (S3)
    Hibernate
    Hybrid Sleep

The following sleep states are not available on this system:
    Standby (S1)
        The system firmware does not support this standby state.

   Standby (S2)
        The system firmware does not support this standby state.

   Standby (S0 Low Power Idle)
        The system firmware does not support this standby state.

   Fast Startup
        This action is disabled in the current system policy

Here is the power plan setting. So the 10 minutes timer I think is coming from "turning off display" setting. I have reduced it now to 1 min to make some experiment (if I can wake it up then something else is kicking in after 10 min as well). Let's see

UPDATE: it is definitely the screen. After it turns off, no chance to "turn it on" again.

[TzortzisG]

When did this problem start? I'm asking because sometimes it's a GPU problem. Did you update the graphics driver recently? If not you should update it now. if it was updated, you should roll back from device manager. You have good old fashioned S3 (which is good). It's possible that only your screen remains black when you exit "sleep"  and in fact your laptop comes out of sleep mode but you can't tell.

 I saw your update after posting the above, and I think you should check for driver adapter issues. What gpu do you have, only intel? If you  have a discrete graphics card go to BIOS settings and find option HYBRID GRAPHICS and turn it off....

http://h10032.www1.hp.com/ctg/Manual/c06399361.pdf page 40

[ub6424 · Accepted solution]

Hello @kid07 

If your notebook model can't handle <Sleep> even after all important updates incl. BIOS you should disable this function (at least for the screen) completely ! In most cases the problem can only be solved by a BIOS update from HP. You have the latest bios version and it still does not work 100%. Activate a screen saver instead.

Kind regards