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twalzer
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HP Envy x360 screen does not wake from sleep

HP Envy x360 15m-bp011dx
Microsoft Windows 10 (64-bit)

Hello all,

 

My laptop screen does not wake from sleep, however the rest of the PC does.  I can also tell that the screen is powered but is just black and if left like that a greyish cloud grows over the screen.

 

To get it to come on I have to cycle between sleep and wake upwards of 10-20 times!  I have been reading online and have tried the following solutions:

 

- turned off "fast startup"

- installed the different graphics drivers available from HP

- tried different resolution settings

- reinstalled windows

 

Any help would be greatly appreciated.  Thank you!

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HP Envy x360 screen does not wake from sleep

@twalzer

 

I have gone through your post and I understand your concerns

 

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

 

HPSA will automatically search for all the latest drivers for your Notebook

 

  1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

    Click Updates in the My notebook pane

  2. Click Check for updates and messages to scan for new updates.

     Updates list in HP Support Center

  3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

  4. Click the update name for a description, version number, and file size.

  5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

 

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

 

Keep me posted how it goes

 

Thank you and have a wonderful day 😊


If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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twalzer
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HP Envy x360 screen does not wake from sleep

@KrazyToad

 

Hi,

 

Thank you, but everything is up to date.  I used the HP Support Assistant to check, as well as Windows.

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HP Envy x360 screen does not wake from sleep

@twalzer

 

Thanks for keeping me posted

 

At this point I suggest you perform a Reset and check if that helps.

 

Please follow the instructions in this Link: https://support.hp.com/in-en/document/c04742289

KrazyToad
I Am An HP Employee

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twalzer
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HP Envy x360 screen does not wake from sleep

@KrazyToad

 

I have already performed a reset and re-installation of Windows 10.  Any other suggestions would be great.  Thank you!

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twalzer
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HP Envy x360 screen does not wake from sleep

@KrazyToad

 

Additional troubleshooting notes:

 

- restored Power setting defaults (unsuccessful)

- connected to external monitor via HDMI.. which is working, but not the laptop screen

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twalzer
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HP Envy x360 screen does not wake from sleep

Attempted to call HP customer service today and was appalled to discover a $59.99 fee for assistance over the phone...  wow.

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HP Envy x360 screen does not wake from sleep

@twalzer

 

I understand your concerns and frustration

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

 

Thank you

KrazyToad
I Am An HP Employee

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