New HP ENVY 15 crashes then restarts everytime it goes into sleep mode

[rohankataria]

HP restore did not help. I had to contact Microsoft support multiple times to get Windows 10 version 2004 (may 2020 update) on my laptop. That worked for some time. I did see the problem once again, but rolling back and reinstalling the bluetooth drivers fixed it for me for some more time. But the problem still exists! Don't know why HP isn't doing anything about this!

[Jay_G24]

I see that you have already tried all the necessary troubleshooting steps and yet the issue persists. I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

Please reach out to the HP Support team in your region for further assistance.

[rohankataria]

Already done that twice! It didn't help.

My guess is its some driver (from HP or from Windows Update which can't be stopped) causing trouble with new Windows versions. I would expect HP to figure it out and put the right drivers on their support website AND windows update. But that clearly hasn't been done.

[BinLiu]

I have the exact same problem of Envy 15 ep0xxx Win 10 reboots itself immediately after going to sleep. I want a fix, not a system restore which takes quite some efforts on my part to get the computer to the working state I need. The only other 'solution' is to set 'When plugged in, PC goes to sleep after' to Never, which is unacceptable. I will also return the laptop.

[praveen196]

@BinLiu

I understand your concerns.

In that case, I would suggets you conatct our phone support and check. They will help you.

Here is how you can get in touch with phone 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.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a nice day!!

[SteveChow]

I am in the same boat, my daughter can’t get any home work done for school. HP do something please.

[SteveChow]

Same as you, I did a full reset with the same problem still, what a waste of time 

[SteveChow]

I fully wipe the pc 3 times, clean windows  10 installed 3 times with the same problem over and over.  Come on HP any solution, I am going to return the laptop to you soon.  It is only 2 days old and a problem like this is not acceptable.  I did all the search and did all the posts suggested with no help.  It a waist of time.

[Echo_Lake]

@SteveChow

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did this happen after a recent window or software update?
• Have you made any hardware/software changes?
• Did you make any changes on the settings of your PC prior to the issue?
• When was the last time it worked fine?

Since you have already tried most of the troubleshooting steps to resolve this issue, let us perform these steps:

Perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[rohankataria]

@SteveChow I did these steps 3 times but the issue still persists. Hopefully it works for you.

I have contacted both HP support and Microsoft support 2 times. Performed 3-4 system resets. The issue is not resolved. It is clearly HPs responsibility to figure out the solution to this. But they are not doing that. All they do is keep asking me to do a system restore, even though that does not work.