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

[rohankataria]

@SteveChow

Microsoft just released their bi-weekly/monthly windows update for win 10. The issue still persists. HP still doesn't care about  the laptops crashing.

[SteveChow]

ECHO_LAKE

This is a new laptop I just ordered and received on 10/09/2020.  I didn’t do any changes and it didn’t work right from the beginning. It is a laptop for my daughter to work from home for school and she discovered the problem.  I did all that already and still the same.  I am doing my 5 reinstall as of now with full wipe.  Hope it will work or you guys can have this laptop back and give me back my money.

[SteveChow]

I also did the update, no help either.

[SteveChow]

Another problem discovered, desktop icons moved after restart.  No matter what I do the icons will move.

[SteveChow]

This topic shouldn't be marked as solved.  Who ever did that is wrong.  I am returning the laptop to them.  I am DONE.

[Echo_Lake]

@SteveChow

Thank you for posting back. 

Don't worry as I'll be glad to help, in order to bring your issue to the attention of an appropriate team within HP. I am sending you a private message. Please check the mailbox icon at the top-right corner of this screen.

[skourby]

Even doing a factory reset didn't work for me 😕 

[skourby]

@SteveChow was the HP escalation team able to provide you with a fix so far by any chance?

[SteveChow]

No.  As I am replying your message right now on my iPad, the laptop just reboot itself in front of me. 🤣 As to any fix.  No they didn’t provide any.  They remote in change the sleep timer like what was suggested on everywhere and even reinstalled update, drivers and BIOS.  Nothing works.  I just reinstalled windows last night the 7th time and this thing just keeps doing the reboot .  I wish I could take a picture or a video when that happens but how can I catch it in time.  All I can do is take a picture showing Google Chrome notified me that it didn’t shut down correctly as a result of the issue.   I am waiting for the return team to get back to me because they have to “determine if I can return it or not “.  So shame on HP since it is a defective product and all they are doing is telling customer to reset PC and not actually look into the issue.  

[SteveChow]

It happened again.  Look at the clock.   Only couple of minutes later.  What a joke.