Hp Envy Laptop screen goes to sleep and wont wake up

[CaitlinE]

Hp Envy Laptop screen will go to sleep after delay as instructed, most of the time it will wake back up when touch screen touched or keyboard or mouse touched/moved. sometimes it will not wake up no matter what. The harddrive is still spinning, keyboard lights are on but screen wont light back up. the only fix is to hold the power button in until it turns off and then turn it back on.

[sandytechy20]

@CaitlinE

Welcome to HP support community.

Please follow the below steps: 

Step 1: Enabling the Keyboard in Windows 

Skip this step if the computer does not enter sleep mode or if the computer wakes unexpectedly. 

Follow these steps to enable your keyboard to wake your computer from sleep mode: 

1. In Windows, search for and open the Device Manager. 

2. Click the arrow next to Keyboards and double-click the name of your keyboard. 

3. If the Power Management tab is available, proceed to the next step. 

If the Power Management tab is not available, click the Change Settings button if it appears below the Device status box. The same Keyboard Properties window opens with the Power Management tab available. 

If you are prompted for an Administrator password or confirmation, type the password or provide confirmation. 

1. Click the Power Management tab and make sure that the box next to Allow this device to wake the computer is checked. 

2. Click OK, and then test to make sure that the keyboard can now wake the computer. If the computer still cannot wake from sleep mode, continue using these steps. 

3. For instructions on how to update the BIOS of your computer, see one of the following HP support documents: Updating the BIOS (Notebooks) 

For more steps, please Click here 

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[CaitlinE]

Hi SandyTech20,

Sorry for taking so long in replying, i have been busy with other things.

If you read my post carefully you will see it is not the laptop that goes to sleep. it is only the SCREEN. the screen goes black, sleeps, when i want it too, but getting the screen, not the laptop to turn back on is the problem. The laptop is still running the lights are on i can hear the harddrive spinning, the fan is spinning, the keyboard lights are on, but the screen wont light back up, even if i plug an external screen in it doesnt turn back on, the only way to turn it back on is to hold in the power button till it shuts down and then turn it back on again.

i looked into updating the bios as you suggested but when i put my info into the HP driver page it gives me 2 options that both seem to match my laptop and as i dont want to break it, i havnt done either.

i have also updated every driver i can find for this laptop, run Hp Support Assistant and completed all updates, run windows update and done all.

Thanks

Caitlin

[sandytechy20]

@CaitlinE

Update the Graphics card driver using HP Support Assistant.

Download and run the HP Support Assistant from this Link: Click here

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.

   

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

   

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.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[CaitlinE]

Hi, SandyTech20,

at the end of my last post i stated that i had run the HP support assistant and updated all drivers, and i also stated that i had run windows update.

please READ my posts before replying as it will speed thing up, as both of your posts so far have told me to do things that either i have stated as having done, or are not relevant to the problem.

Thanks

Caitlin

[sandytechy20]

@CaitlinE

I went through your post, just to double check I asked to install the driver.

If the issue started recently, perform system restore:- Click here

(use System Restore to restore your computer to a point in time before an issue began)

If the issue persists, perform system recovery:- Click here

I hope that helps.

Cheers.

[CaitlinE]

Hi SandyTechy20,

i did a system restore, it has not helped,

i went and managed to update a few more drivers. still not fixed.

Hp support assistant does not list new bios update

manually looking on the Hp website shows that:

my laptop has bios version. BIOS : F.23-11/07/2017

the website shows 2 different versions

F.42 Rev.A:    36.6 MB:    Jul 3, 2018

or

F.45 Rev.A:     36.6 MB:   Jul 1, 2019

are these newer, if they are why doest hp think i need to update them, if they are should i and which one should i use?

[sandytechy20]

@CaitlinE

Use this:- F.45 Rev.A:     36.6 MB:   Jul 1, 2019

Because its the latest version of the driver, if it doesn't work, try the other.

As it may contain a patch.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others

Cheers.