Screen goes black after entering screen saver mode for a while and will not resume

[papalbull]

I have a HP Envy x360 running WIndows 10 64-bit on which I have set to go to the windows screen saver mode with "On Resume, display logon screen" ticked.  This kicks in after the set period in inactivity for security if I forget to lock the screen if I leave the laptop for a short time.  I also have the HP recommended Power Plan set.  These work fine most of the time with the screen saver cutting in as it should and it also goes into sleep mode after a further period of time.

However, sometimes I come back to a black screen.  The laptop is still powered on but the fan is running fast as though something is driving the CPU hard.  The laptop will not resume when I hit a key or the mousepad or try anything else such as closing the lid which should put it into sleep mode and then resume when I lift the lid.  The only way I can get back in is to do a hard power down by holding the power button for several seconds and then powering back up ,at which point it works fine except that open documents such as spreadsheets were obviously not saved properly.

Any suggestions to stop this would be appreciated..

[Echo_Lake]

@papalbull

Thank you for posting on the HP Support Community.

If the computer does not wake from sleep or hibernate mode, restarting the computer, changing settings, or updating the software and drivers might resolve the issue.

• Have you made any hardware/software changes?
• What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824 (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).
• Did this happen after a recent window or software update?

While you respond to that, let's try these steps: 

Perform a Hard reset on the notebook: 
Next step Windows Update and HP Support Assistant:

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.

And, also follow these troubleshooting steps Sleep and Hibernate Issues (Windows 10, 😎

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.

[papalbull]

Hi Echo_Lake

Thanks for your response.  The product number is 2PH06EA#ABU and product name HP ENVY x360 Convertible 15-bp1xx according to the HP Support Assistant.

I have auto update set in Windows so it is difficult to say whether it followed a specific update.  I have checked the current status and it says the laptop is fully up-to-date with regard to updates.  Looking at the history, I cannot see any failed updates in the last 6 months.

I have also checked the update history in the HP Support Assistant which also shows that the laptop is up to date with the exception of an update for "Intel Rapid Storage Technology Drive".  I am not sure if this is significant but this update appeared to install successfully but then keeps being displayed as available to update even if I delete it, it comes back and it then keeps failing when update is attempted.

I will check out the Windows Sleep and Hibernate Issues via the link you supplied and let you know how I get on with that.

[papalbull]

I omitted to mention in the previous post that Windows Update shows that Feature Update version 1903 is available but my device is not quite ready for it.  It says the I do not need to do anything as it will be installed once the device is ready.  the current version installed is 1803.

When I look at Learn More option, one item is showing - 

Issues updating when certain versions of Intel storage drivers are installed
Certain versions of Intel Rapid Storage Technology (Intel RST) drivers may cause updating to Windows 10, version 1903 to fail.

I do not know if this relates to the issue I mentioned previously.

I do not know if any of this is relevant to my specific issue but mention it in case it is.

One final point although WIndows Update was showing that my system was up-to-date, I ran the option to check for updates and it found and installed a new one dated July-2019.  I re-ran the check after that update and it now shows fully up-to-date again but still with version 1903 not ready to install yet.

[Echo_Lake]

@papalbull

Work on it as per your convenience and keep me posted on the results.

For better clarity and to assist you better I would require more information regarding this:

Are you still experiencing the screen saver issue or Windows update?

If you can't update to Windows 10 1903, it might be because of an outdated Intel RSTdriver.

Try this document from Microsoft Community: Updating to Windows 10, version 1903 on devices with certain versions of Intel® Rapid Storage Techno...

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.