HP Pavilion - Auto shutdown or Wi-Fi adaptor stops working in sleep mode

[SunilS1]

I have multiple issues with the HP Pavilion laptop since last Nov'23.

1) Machine does not wake up from sleep mode by pressing any key. Need to reboot the machine by holding power button for 10-20 seconds.  

2) Network adaptor stops working and repair tool does not fix the issue. Reboot of machine is a must.

3) Machine will reboot automatically. Laptop got auto restarted 50+ times during 03-Jan to 22-Jan and still it's the same. If machine does not reboot, then Wi-Fi and USB will stop working and option left is hard re-boot the system and takes much more time to reboot then normal shutdown.

4) BSOD (DRIVER POWER STATE FAILURE)

All these issues happens when machine is left in sleep mode, or I close the laptop lid. 

I have explained all history to the support team. Initially, worked with virtual support team and team tried to fix the issues based on their know-how or SOP based steps - would call them trial and error methods.

Later I raised couple of case IDs on HP support team. Later engineer replaced the motherboard 2 times in span of 2 weeks and later SSD was replaced.  Even did re-installation of Windows 4-5 times. 

Due to this I have missed several work deadlines and lost the trust of HP products. 

Now for latest case, HP engineer suggested team will replace the motherboard.

I want to know the escalation point of HP India as writing email to service head does not help. 

[Alden4]

Hi @SunilS1,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you've been experiencing some frustrating issues with your HP Pavilion laptop. Given the extensive troubleshooting steps you've already taken, including motherboard and SSD replacements, as well as multiple Windows re-installations, it's concerning that the problems persist.

If the issues persist even after these hardware replacements and software re-installations, it's possible that there may be a deeper underlying issue with the laptop's design or compatibility with certain components. Since the problems occur specifically when the laptop enters sleep mode or when the lid is closed, it could indicate issues with power management or driver compatibility.

Here are a few suggestions you might consider.

• Update Drivers: Ensure that all drivers for your laptop are up to date, especially those related to power management, network adapters, and USB controllers. Sometimes, outdated or incompatible drivers can cause issues with sleep mode and device functionality.
• BIOS Update: Check if there are any BIOS updates available for your laptop. Sometimes, BIOS updates can address issues related to power management and hardware compatibility.
• Power Settings: Adjust the power settings in Windows to see if changing sleep mode behavior or power management settings has any impact on the issues you're experiencing.
• External Devices: Disconnect any external devices (such as USB peripherals) and see if the issues still occur. Sometimes, incompatible or faulty external devices can cause issues with sleep mode or device functionality.
• Factory Reset: Consider performing a factory reset on your laptop to rule out any software-related issues. However, be sure to back up your important files before doing so, as this will erase all data on the laptop.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support