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Fix Windows 10 Update Issues
> Print spooler or any other printer problems caused by a Windows 10 update or upgrade - Click Here
> Resolve Windows 10 or update issues on HP computer – Click Here

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Fix intermittent print spooler service errors that may cause print jobs to fail post a Windows update. Click here

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HP PCs - Sleep and Hibernate Issues (Windows 10, 8)

This document is for HP and Compaq desktop and notebook computers with Windows 10 or Windows 8.

The computer does not go into sleep mode, does not wake up from sleep mode, or wakes up from sleep mode unexpectedly. The issue might occur after an upgrade to Windows 10.

The computer does not wake up from sleep or hibernate mode

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.

If you have a notebook computer that cannot return from sleep mode, first make sure it is connected to an AC power source and the power light is on.

Step 1: Restart the computer

Restarting your computer erases all information in the computer memory, which might restore functionality.

If the issue persists after restarting the computer, continue to the next step.

Step 2: Enable the keyboard to wake the computer

Enabling your keyboard to wake your computer from sleep mode might resolve the issue.

In Windows, search for and open the Device Manager.
Click the arrow next to Keyboards, and then double-click the name of your keyboard.
Click the Power management tab.

If the Power Management tab is not available, click the Change Settings button. 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.
Select the box next to Allow this device to wake the computer.
Click OK.

If the issue persists after setting the keyboard to wake the computer from sleep mode, continue to the next step.

Step 3: Check for Windows updates

Having the most current software and drivers installed on your computer might resolve the issue. Choose your operating system below for steps to check for updates using Windows Update.

Windows 10

Find and install updated software and hardware drivers for your computer with Windows 10.

note:
To learn how to manage your update preferences, go to the Advanced options section.

In Windows, search for and open Windows Update settings.
Click Check for updates. If there are any available updates, they begin installing automatically.
After the updates install, restart your computer, if necessary.

Advanced options

Open the Advanced options menu for additional settings for Windows Update.

In the Windows Update window, click Advanced options.
In the Update options area, you can manage the delivery and installation of updates:
- Turn on Receive updates for other Microsoft products when you update Windows to have the computer automatically update other Microsoft products drives and apps when updating Windows.
- Turn on Download updates over metered connections (extra charges may apply) to allow updates to download over a metered connection.
- Turn on Restart this device as soon as possible when a restart is required to install an update. Windows displays a notice prior to restarting. The computer must be turned on and plugged in for this option.

For more information about using Windows Update, see Updating Drivers and Software with Windows Update (Windows 10, 8, 7).

Windows 8

Find and install updated software and hardware drivers for your computer with Windows 8.

From the Start screen, type Control Panel to open the Search charm, and then select Control Panel from the list of results.

The Control Panel opens.
Make sure the View by setting is set to Category, and then click System and Security.
Click Windows Update in the System and Security window.
Click one of the following options, if presented, on the Windows Update window:
- Important updates installs security updates or updates that are important to the health of your computer.
- Optional updates allows you to select driver updates or updates that are optional. It is a good idea to download and install optional driver updates, especially if you have changed the Windows edition on your computer.
The following options are available in the Windows Update window:
- Control Panel Home takes you back to the main Control Panel.
- Check for updates checks for updates.
- Change settings allows you to set the computer to automatically install updates.
- View update history allows you to make sure all important updates were installed.
- Restore hidden updates shows the restored updates so they can be installed.
- Installed updates shows installed updates; you can uninstall or change the installed updates.
- Add features to Windows 8 shows a User Account Control box verifying if you want to allow the following program to make changes to this computer.

If the issue persists after installing Windows updates, continue to the next step.

Step 4: Check for updates from HP

Having the most current software and driver updates from HP installed on your computer might resolve the issue. Use HP Support Assistant to automatically find and install the latest updates for your computer.

In Windows, search for and open HP Support Assistant, or click the app icon in the taskbar.

If the app is not installed on your computer, download the latest version from the HP Support Assistant website.
In HP Support Assistant, click My devices, and then click Updates in the window for your device.
When prompted, sign in with your HP account credentials, create a new HP account, or postpone signing in.
Click Check for updates and messages.

HP Support Assistant checks for the latest updates from HP.
If new updates are available, make sure the checkbox next to each update is checked, and then click Download and install to download and install the updates.

For more information about configuring and using HP Support Assistant, see Using HP Support Assistant (Windows).

For more information and instructions about downloading and updating software and drivers, see Downloading or updating software and drivers for HP computers.

If the issue persists after installing updates from HP, continue to the next step.

Step 5: Troubleshoot using the Windows Power troubleshooter

Run the Power troubleshooter to adjust the computer power settings. The Power troubleshooter checks things like the timeout settings, which determine how long the computer waits before turning off the monitor display or entering sleep mode. Adjusting these settings might resolve the issue.

Windows 10

In Windows, search for and open Troubleshoot.
In the Find and fix other problems area, click Power, and then click Run the troubleshooter.

A Detecting Issues window displays while Windows detects and attempts to fix any issues.
After troubleshooting is complete, close the troubleshooter, or click Explore additional options if needed.

Windows 8

In Windows, search for and open the Control Panel.
In the Control Panel search field, type troubleshooting, and then click Troubleshooting in the search results.
In the System and Security area, click Improve power usage.

If a window displays prompting you for an administrator password or confirmation, type the requested credentials.
Click Next to run the troubleshooting tool.

A Detecting Issues window displays while Windows detects and attempts to fix any issues.
After troubleshooting is complete, close the troubleshooter, or click Explore additional options if needed.

Sleep and Hibernate issues after upgrading to Windows 10

If your computer does not go into sleep mode properly, the power light remains lit and the fan continues to run, running the Windows 10 Show or Hide Updates troubleshooter package might resolve the issue.

Step 1: Change the Windows Update Services setting

Change the Update Services setting from Automatic (Delayed Start) to Manual.

In Windows, search for and open the Control Panel.
In the Control Panel search field, type services, and then select Administrative Tools from the list.
Double-click Services, and then double-click Windows Update to view the properties.
Click Stop to stop the service from running.
From the Startup Type drop-down menu, and select Manual, then click OK.

Step 2: Install version 9 or 10 of the Intel Management Engine Interface (MEI) driver

To prepare to run the troubleshooter, make sure you have the correct version of the MEI driver installed.

Go to HP Drivers & Downloads.
Type the computer model number in the Enter your HP product name, product number or serial number box, for example, HP ProBook 645, and then click Find.

If a list of model numbers displays, select your model number from the list.
On the Software and driver results page, select Microsoft Windows 8.1 on the Version drop-down menu, and then click Change.
Download the MEI driver version 9 or 10 from the Driver-Chipset section.

If an MEI driver version 9 or 10 is not listed, download and install the appropriate driver from Intel (in English).

note:
Version 9.5.24.1790 1.5M works for most models.
Install the MEI driver. If you receive a dialog warning about replacing a newer version of the software, accept it.

note:
You do not need to uninstall version 11 before installing version 9 or 10. An existing version of the driver must be installed in order to install version 9 or 10.

Step 3: Run the Windows 10 Show or Hide Updates troubleshooter package

Download and run the Windows 10 Show or Hide Updates troubleshooter package.

Download the Windows 10 Show or Hide Updates (in English) troubleshooter package.
Run the troubleshooter package, and hide updates to the MEI driver.

Doing this blocks your system from automatically reinstalling or showing updates for version 11 of the MEI driver.

Step 4: Reset the Update Services setting

Use the previous steps to change Windows Update Services setting from Manual to Automatic (Delayed Start).

Step 5: Restart your computer

Restart your computer to complete the process.

The computer wakes from sleep mode unexpectedly

If your computer wakes from sleep mode unexpectedly, changing hardware device settings and scanning the computer for viruses might resolve the issue.

Step 1: Change device settings in Windows

Activity from hardware devices such as a wireless mouse, keyboards, network adapters, or high definition audio can cause the computer to return from a power savings state unexpectedly. This can cause the computer to wake from sleep mode for no apparent reason. Network activity can cause the network hardware to wake the computer, especially when the network is always on (for example, cable and DSL connections). Changing the hardware settings might resolve the issue.

In Windows, search for and open the Device Manager.
Click the arrow next to the device that needs to be adjusted.
- To check the keyboard settings, select Keyboards.
- If you are using an optical mouse, select Mice and other pointing devices.
  
  note:
  If you prevent the mouse from being able to wake the computer, you can still wake the computer by pressing the Space bar on the keyboard or the Power button on the front of the computer.
- If the computer is using an "always-on" Internet connection, select Network Adapters.
- To check the high definition audio settings, click Sound, video, and game controllers.
Double-click the name of the device to open the Properties window.
Click the Power Management tab.
- If the Power Management tab is not available, click the Change Settings button. The same 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.
Deselect the box next to Allow this device to wake the computer.
Click OK, close any open windows, and then restart the computer.
Repeat these steps for additional devices, if needed. You might need to do this for each of the devices listed: mice, keyboards, network adapters, and sound.

If the issue persists after changing hardware settings, continue to the next step.

Step 2: Check for a problem with a connected device

Some devices can cause sleep or standby issues. Disconnect the devices to test if they are causing the issue.

Disconnect all non-essential connected devices (printers, scanners, USB drives, etc.).
Restart the computer with only the original mouse, monitor, and keyboard connected.
- If disconnecting devices resolves the sleep/standby issue, one of the connected devices was causing the problem. Replace one device and test to see if the issue occurs again. Continue adding devices and testing until you find the device that is causing the problem.
- If the issue still persists after non-essential devices are disconnected, continue to the next step.

Step 3: Update antivirus software definitions and scan the computer for viruses

Some viruses and other malicious applications can cause sleep or hibernate issues. Update the antivirus software definitions, and then scan the computer for viruses.

note:
If antivirus software is not installed, HP recommends you install antivirus software.

For more information about updating antivirus applications and definitions and running a virus scan, go to Computer Might Be Infected by a Virus or Malware (Windows 10, 8).

If the unexpected waking issue still persists after any virus issues are resolved, or if the scan does not find any virus issues, continue to the next step.

Step 4: Scan for malware

Malware applications can cause sleep or hibernate issues. Using Windows Security (Windows 10) or Windows Defender (Windows 8) to scan the computer for malware might resolve the issue. These applications can prevent malware from infecting your computer in two ways:

Real-time protection: When malware tries to install itself or run on your computer, you receive a notification. You also receive a notification when applications attempt to change important settings.
Scanning options: Scan for malware that might be installed on your computer and automatically remove (or temporarily quarantine) detected malware.

Choose your operating system below for steps to scan the computer for malware.

Windows 10

Open the Windows Security app, and then complete a full scan for computers with Windows 10.

In Windows, search for and open Windows Security.
Click Virus & threat protection.
Click Scan options.
Select Full scan, and then click Scan now.

The scan might take over an hour to complete, and the computer might run slowly during the scan.
To view the scan results, search for and open Windows Security, select Virus & threat protection, and then click Protection history.
- If no threats were detected, no action is necessary.
- If threats were detected, click an item for more information and suggested actions.
For more information about using Windows Security, go to Using Windows Security to Prevent Virus and Spyware Problems (Windows 10).

Windows 8

Open Windows Defender, and then complete a full scan for computers with Windows 8.

From the Start screen, type Windows Defender to open the Search charm, and then select Windows Defender from the search results.

Windows Defender opens.
Click Full, and then click Scan now.
When the scan completes, check the scan results.
- If no threats were detected, no action is necessary.
- If threats were detected, remove, quarantine, or ignore the threats. For more information, go to Using Windows Defender to Prevent Virus and Spyware Problems (Windows 8).

The computer does not go into sleep or hibernate mode

If the computer does not go into sleep or hibernate modes, troubleshoot by checking power settings, installing software and driver updates, and scanning for viruses.

Step 1: Change the power settings in Windows

Power settings control how and when the computer goes into and comes out of sleep/standby mode. Choose your operating system below to make sure the power options are set so the computer can use sleep/standby mode correctly.

Windows 10

Open the Power Options menu in the Control Panel, and then adjust the power settings for computers with Windows 10.

In Windows, search for and open Control panel.
In the Control Panel search field, type power options, and then select Power Options from the list.
Click Change plan settings next to the plan you want to change.
On the Change settings for the plan window, choose the display and sleep settings you want to use.
To change more power settings, click Change advanced power settings.
On the Advanced settings tab, select the power plan from the drop-down menu, and then expand the category you want to customize. Expand each setting you want to change, and then choose the values you want to use.
When done, click OK.
Restart the computer.

Windows 8

Open the Power Options in the Control Panel, and then adjust the power settings for computers with Windows 8.

From the Start screen, type Power Options to open the Search charm, and then select Power Options from the list of results.
Select one of the available plans, Power saver, Balanced, or High performance, and then click Change plan settings.
In the System Settings window, configure the desired behavior of the Power button, the Sleep button, and the display panel lid, for when the computer is running on battery power and for when it is plugged into a power source.
Click Save changes, and then restart the computer.

If the issue still persists after changing the power settings, continue to the next step.

Step 2: Check for Windows updates

Having the most current software and drivers installed on your computer might resolve the issue. Choose your operating system below for steps to check for updates using Windows Update.

Windows 10

Find and install updated software and hardware drivers for your computer with Windows 10.

note:
To learn how to manage your update preferences, go to the Advanced options section.

In Windows, search for and open Windows Update settings.
Click Check for updates. If there are any available updates, they begin installing automatically.
After the updates install, restart your computer, if necessary.

Advanced options

Open the Advanced options menu for additional settings for Windows Update.

In the Windows Update window, click Advanced options.
In the Update options area, you can manage the delivery and installation of updates:
- Turn on Receive updates for other Microsoft products when you update Windows to have the computer automatically update other Microsoft products drives and apps when updating Windows.
- Turn on Download updates over metered connections (extra charges may apply) to allow updates to download over a metered connection.
- Turn on Restart this device as soon as possible when a restart is required to install an update. Windows displays a notice prior to restarting. The computer must be turned on and plugged in for this option.

For more information about using Windows Update, see Updating Drivers and Software with Windows Update (Windows 10, 8, 7).

Windows 8

Find and install updated software and hardware drivers for your computer with Windows 8.

From the Start screen, type Control Panel to open the Search charm, and then select Control Panel from the list of results.

The Control Panel opens.
Make sure the View by setting is set to Category, and then click System and Security.
Click Windows Update in the System and Security window.
Click one of the following options, if presented, on the Windows Update window:
- Important updates installs security updates or updates that are important to the health of your computer.
- Optional updates allows you to select driver updates or updates that are optional. It is a good idea to download and install optional driver updates, especially if you have changed the Windows edition on your computer.
The following options are available in the Windows Update window:
- Control Panel Home takes you back to the main Control Panel.
- Check for updates checks for updates.
- Change settings allows you to set the computer to automatically install updates.
- View update history allows you to make sure all important updates were installed.
- Restore hidden updates shows the restored updates so they can be installed.
- Installed updates shows installed updates; you can uninstall or change the installed updates.
- Add features to Windows 8 shows a User Account Control box verifying if you want to allow the following program to make changes to this computer.

If the issue persists after installing Windows updates, continue to the next step.

Step 3: Check for updates from HP

In Windows, search for and open HP Support Assistant, or click the app icon in the taskbar.

If the app is not installed on your computer, download the latest version from the HP Support Assistant website.
In HP Support Assistant, click My devices, and then click Updates in the window for your device.
If prompted, sign in with your HP account credentials, create a new HP account, or postpone signing in.
Click Check for updates and messages.

HP Support Assistant checks for the latest updates from HP.
If new updates are available, make sure the checkbox next to each update is checked, and then click Download and install to download and install the updates.

For more information about configuring and using HP Support Assistant, see Using HP Support Assistant (Windows).

For more information and instructions about downloading and updating software and drivers, see Downloading or updating software and drivers for HP computers.

If the issue persists after installing updates from HP, continue to the next step.

Step 4: Scan for malware

Malware applications can cause sleep/hibernate issues. Using Windows Security (Windows 10) or Windows Defender (Windows 8) to scan the computer for malware might resolve the issue. These applications can prevent malware from infecting your computer in two ways:

Real-time protection: When malware tries to install itself or run on your computer, you receive a notification. You also receive a notification when applications attempt to change important settings.
Scanning options: Scan for malware that might be installed on your computer and automatically remove (or temporarily quarantine) detected malware.

Choose your operating system below for steps to scan the computer for malware.

Windows 10

Open the Windows Security app, and then complete a full scan for computers with Windows 10.

In Windows, search for and open Windows Security.
Click Virus & threat protection.
Click Scan options.
Select Full scan, and then click Scan now.

The scan might take over an hour to complete, and the computer might run slowly during the scan.
To view the scan results, search for and open Windows Security, select Virus & threat protection, and then click Protection history.
- If no threats were detected, no action is necessary.
- If threats were detected, click an item for more information and suggested actions.
For more information about using Windows Security, go to Using Windows Security to Prevent Virus and Spyware Problems (Windows 10).

Windows 8

Open Windows Defender, and then complete a full scan for computers with Windows 8.

From the Start screen, type Windows Defender to open the Search charm, and then select Windows Defender from the search results.

Windows Defender opens.
Click Full, and then click Scan now.
When the scan completes, check the scan results.
- If no threats were detected, no action is necessary.
- If threats were detected, remove, quarantine, or ignore the threats. For more information, go to Using Windows Defender to Prevent Virus and Spyware Problems (Windows 8).

Disabling the password requirement when resuming from sleep

If you don't want the computer to require a password when waking from sleep, choose your operating system below for steps to disable the password requirement when waking from sleep.

Windows 10

Set the computer to not require the password on wake for computers with Windows 10.

In Windows, search for and open Manage your account.
On the Accounts window, select Sign-in options.
In the Require sign-in area, select Never from the If you've been away, when should Windows require you to sign in again? drop-down menu.

Windows 8

Set the computer to not require the password on wake for computers with Windows 8.

From the Start screen, type Power options to open the Search charm, and then select Power options from the list of results.
Click Require a password on wakeup.
Click Change settings that are currently unavailable.
Select Don't require a password, and then click Save changes.

Disabling hybrid sleep in Windows

The hybrid sleep setting might cause an issue with the sleep mode. Change the advanced power settings to disable hybrid sleep.

In Windows, search for and open Control panel.
In the Control Panel search field, type power options, and then select Power Options from the list.
Click Change plan settings for the power plan that is selected.
Click Change advanced power settings.
Expand Sleep, and then expand Allow hybrid sleep.
Select Off from the On battery drop-down menu, and then select Off from the Plugged in drop-down menu.
Click OK.

Understanding Windows Sleep and Hibernate modes

Sleep: Press the Sleep key on the keyboard, or click Sleep from the Power menu (Windows 10), or under the Shut down menu in (Windows 8) to put the computer in sleep mode. Closing the display panel on a notebook can also put the notebook in sleep mode. Sleep mode saves the state of all open applications to memory, then powers down both the display panel and hard disk drive. Only enough power is used to maintain the data in the memory. Restoring from sleep mode happens quickly, in most cases in a matter of seconds. Sleep mode is useful when you need to pause the computer for a short time. However, in a notebook, maintaining the power to the memory modules can drain a battery if the notebook is not plugged in.

Hibernate: Click Hibernate (if available) from the Power menu (Windows 10), or under the Shut down menu (Windows 8) to put the computer in hibernate mode. Hibernate saves the state of all open applications to the hard disk, then completely powers off the computer. The computer consumes no power while in hibernate mode. When you restart the computer, the previous state of all open applications is restored. Restarting from hibernate mode might take longer than restarting from sleep mode. Use hibernate when you do not need your computer for an extended period of time.

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