05-02-2019 05:58 AM
Since updating the software - everytime I close the lid on my laptop, the computer goes to sleep (maybe hibernates?) and won't reboot or wake up from tapping the space bar or any keys of the keyboard. I have to press the power button on the side which then basically restarts the computer - I lose everything that I had opened (internet pages, documents.. everything). This is frustrating as I'm always on the move (every hour) and I'm having to reload everything all the time.. grrrrrr!
The shop where I bought it from recommended that I do a factory reset but it seems like a lot of mucking around to only maybe fix the problem?
I have checked the power settings and they are all on sleep mode. Any help to prevent me having to do a restore would be amazing.
Thanks in advance.
05-03-2019 04:28 AM
Welcome to the HP Support Community.
HP has created an official articles about such issues, which you need to read/follow >> https://support.hp.com/gb-en/document/c03383935
Please, perform the necessary updates and software tweaks.
Here are a couple of additional things you may also try :
Downgrade Intel MEI version from the latest to 9.5 (rollback to previous version) - you probably have version 11
Here are instructions how to downgrade it to version 9.5 and make Windows keep this version (not update it):
Check Device Manager
1. Click on the Windows Start button, type and then open Device Manager
2. Locate System devices and expand the trail
3. Locate and right click on "Intel (R) Management Engine Interface" then select Properties
4. Select Power management tap
5. And uncheck "Allow the computer to turn off this device to save power"
6. Save it and close it.
Turn off Fast Startup
- Click on Start button
- Type control.exe and Go to Control Panel > Power Options > Choose what the power button does
- Click on “Change settings that are currently unavailable" and Uncheck "Turn on Fast Startup"
- Make sure you press "Save changes" button
Try updating the BIOS
- what is BIOS >> https://www.computerhope.com/jargon/b/bios.htm
- how to update it >> https://support.hp.com/in-en/document/c00042629
Uninstall 3rd party security producyts
Uninstall any 3rd party security apps (firewalls, antivirus, encryption programs) which you may have. If they are not developed correctly, they (their drivers) might prevent Windows from going into Sleep mode properly
Scan your computer for viruses/malware/unwanted apps
.... Run the free ESET Online Scanner >> http://download.eset.com/special/eos/esetonlinescanner_enu.exe
Scan your PC for viruses, threats and unwanted/unsafe applications - remove if anything found.
.... Run AdwCleaner >>https://www.malwarebytes.com/adwcleaner/
If nothing helped
Avoid using Sleep mode, use Hibernation instead.
Let me know how it goes. Provide as many details as possible.
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06-17-2019 09:20 AM - edited 06-28-2019 03:49 PM
I have had quite some time trouble that when my HP Spectre x360 (15-bl1xx with nVidia MX150 and Intel UHD 620 with 4K touchscreen) with Windows 10 Home (version 1809) is connected to AC-power, it can go to some kind of 'deep sleep' (ie: power light is constantly ON, screen is black, Caps Lock doesn't work, nothing works, fans can be on or off) and it's impossible to wake it up. Choosing 'Sleep' from Start-menu is working fine. Also on battery going sleep and waking up is working fine. Event viewer doesn't show any meaningful log message at the time of going to 'deep sleep'. Only way to wake the computer from 'deep sleep' is to press power button long time and make a hard re-boot. I tried all kind of instructions found on HP support site and elsewhere - no help.
Now I think updating to "Intel® Management Engine Consumer Driver for Windows® 10 64-bit for Intel® NUC" (version 1909.12.0.1236, dated 03/27/2019) from https://downloadcenter.intel.com/download/28215/Intel-Management-Engine-Consumer-Driver-for-Windows-...) did help. This driver is not available from "HP Support Assistant" nor "Intel Driver & Support Assistant" - just need to download and install it.
Edit a week later: Nope, this didn't actually help. Now changed 'Power & Sleep' - 'Screen' - 'On battery power, turn off after' to 'Never' and 'When plugged in, turn off after' also to 'Never'. This seems helping - but still following up.