HP PCs - Sleep and Hibernate issues in Windows 10

Restarting your computer erases all information in the computer memory, which might restore functionality. If the issue persists after restarting the computer, enable the keyboard to wake the computer.

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

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

2. Select the arrow next to Keyboards, and then select the name of your keyboard.

   

3. Select the Power management tab. If the Power management tab is not available, select 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.

4. Select Allow this device to wake the computer.

   

5. Select OK.

Find and install updates for your computer with Windows 10.

How To Update Windows 10

Learn how to update Windows 10.

1. In Windows, search for and open Windows Update settings.

2. Click Check for updates.

   If there are any available updates, they begin installing automatically.

3. After the updates install, restart your computer, if necessary.

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

1. In the Windows Update window, select Advanced options.

   

2. 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.

Use HP Support Assistant to find and install updates, including BIOS updates, for your computer with Windows.

1. 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.

2. On the My Dashboard tab, find your computer, and then click Updates.

3. Wait while HP Support Assistant analyzes the system.

4. After the analysis completes, select the listed updates, download and install the updates, and then follow any on-screen instructions.

5. If prompted, restart the computer, and then close the tool.

The Windows Power troubleshooter can be used to find and fix problems with computer power settings.

1. In Windows, search for and open Troubleshooting.

2. In the Troubleshoot computer problems window, under System and Security, select Improve power usage.

   

3. In the Power window, click Next. The Power troubleshooter starts detecting issues.

   

4. When the detection process is complete, recommended actions are displayed. Follow the on-screen instructions to fix any detected problems.

Follow these steps to run the troubleshooter package.

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

   1. In Windows, search for and open the Control Panel.

   2. In the Control Panel search field, type services, and then select Administrative Tools from the list.

      

   3. Select Services > Windows Update to view the properties.

   4. Select Stop to stop the service from running.

   5. From the Startup Type menu, select Manual > OK.

      

2. Make sure you have the correct version of the MEI driver installed.

   1. Go to http://www.hp.com/cposupport/software.html.

   2. 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 select Find. If a list of model numbers displays, select your model number from the list.

   3. 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 http://www.intel.com (in English).

      Note:

      SP66228 works for most models.

   4. On the Software and driver results page, select Microsoft Windows 10 from the Version menu, and then select Change.

   5. 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.

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

   1. Download the Windows 10 troubleshooter package: http://download.microsoft.com/download/F/2/2/F22D5FDB-59CD-4275-8C95-1BE17BF70B21/wushowhide.diagcab (in English).

   2. Run the troubleshooter package, and hide updates to the MEI driver. This step blocks your system from automatically reinstalling or showing updates for version 11 of the MEI driver.

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

5. Restart the computer to complete the process.

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.

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

2. Select 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, select Sound, video, and game controllers.

3. Select the name of the device to open the Properties window.

4. Select the Power Management tab.

   • If the Power Management tab is not available, select 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.

5. Clear the box next to Allow this device to wake the computer.

   

6. Select OK, close any open windows, and then restart the computer.

7. 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.

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

1. Disconnect all non-essential connected devices (printers, scanners, USB drives, and so on.).

2. 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 persists after non-essential devices are disconnected, continue to the next step.

Use Windows Security to scan for and remove any viruses, spyware, or other malware from the computer.

How to Scan your Computer for Malware Using Windows Security

Learn how to automatically or manually scan files and folders on your computer for malicious software using Windows Security.

• Quick scan: A quick scan checks the places on the hard disk drive that malware is most likely to infect.

• Full scan: A full scan checks all files on your hard disk drive and all currently running applications. If you suspect that malware has infected your computer, run a full scan. The scan might take over an hour to complete, and the computer might run slowly during the scan.

• Custom scan: A custom scan checks specific computer drives and files that you select.

• Windows Defender Offline scan: A Windows Defender Offline scan checks for rootkits or highly persistent malware on your computer. Select this option to check for malware outside of the normal Windows system. The scan might take 15 minutes to complete, and the computer restarts as part of the scan.

  Note:

  HP recommends using the Windows Defender Offline scan if you suspect your computer is infected with malware or a virus.

1. In Windows, search for and open Windows Security, and then select Virus & threat protection.

2. Click Quick scan, Scan options, or Run an advanced scan, and then select the type of scan you want to run.

   • If you choose Quick scan, the scan begins.

   • If you choose Scan options, continue with these steps to run a full system scan, a custom scan, or a Windows Defender Offline scan.

   

3. Select one of the following options, click Scan now, and then click Scan .

   • If you choose Full scan, the scan begins.

   • If you chooseCustom scan, select the specific drives or folders to scan, and then click Select Folder.

     

   • If you choose Windows Defender Offline scan, save any open files, and then click Scan. If a User Account Control window opens, click Yes.

     

     How to Scan your Computer Using Windows Defender Offline

     Learn how to scan your computer for malicious software before your operating system boots using Windows Defender Offline.
     Note:

     The computer restarts when an offline scan completes.

     

4. Wait for the scan to finish, and then view the results.

   If your computer restarted during the scan, search for and open Virus & threat protection, and then click Scan options > Protection history.

   Protection history provides a list of all threat Windows Security has ever identified for the computer.

   Note:

   For earlier versions of Windows 10, click Threat history.

5. For additional information, click See full history.

   • If no threats were detected, no action is necessary.

   • If threats were detected, choose from the options that display, such as Clean threats or Start actions, to resolve the threat.

You can change specific settings in any of the power plans using the following procedure.

1. In Windows, search for and open Power Options.

2. In the Choose or customize a power plan window, click Change plan settings next to the plan you want to change.

   

3. On the Change settings for the plan window, choose the display and sleep settings you want to use.

4. To change more power settings, click Change advanced power settings.

   

5. On the Advanced settings tab, expand the category you want to customize, expand each setting you want to change, then choose the values you want to use.

   

6. When done, click OK > Save changes.

Find and install updates for your computer with Windows 10.

1. In Windows, search for and open Windows Update settings.

2. Click Check for updates.

   If there are any available updates, they begin installing automatically.

3. After the updates install, restart your computer, if necessary.

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

1. In the Windows Update window, select Advanced options.

   

2. 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.

Use HP Support Assistant to find and install updates, including BIOS updates, for your computer with Windows.

1. 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.

2. On the My Dashboard tab, find your computer, and then click Updates.

3. Wait while HP Support Assistant analyzes the system.

4. After the analysis completes, select the listed updates, download and install the updates, and then follow any on-screen instructions.

5. If prompted, restart the computer, and then close the tool.

Use Windows Security to scan for and remove any viruses, spyware, or other malware from the computer.

• Quick scan: A quick scan checks the places on the hard disk drive that malware is most likely to infect.

• Full scan: A full scan checks all files on your hard disk drive and all currently running applications. If you suspect that malware has infected your computer, run a full scan. The scan might take over an hour to complete, and the computer might run slowly during the scan.

• Custom scan: A custom scan checks specific computer drives and files that you select.

• Windows Defender Offline scan: A Windows Defender Offline scan checks for rootkits or highly persistent malware on your computer. Select this option to check for malware outside of the normal Windows system. The scan might take 15 minutes to complete, and the computer restarts as part of the scan.

  Note:

  HP recommends using the Windows Defender Offline scan if you suspect your computer is infected with malware or a virus.

1. In Windows, search for and open Windows Security, and then select Virus & threat protection.

2. Click Quick scan, Scan options, or Run an advanced scan, and then select the type of scan you want to run.

   • If you choose Quick scan, the scan begins.

   • If you choose Scan options, continue with these steps to run a full system scan, a custom scan, or a Windows Defender Offline scan.

   

3. Select one of the following options, click Scan now, and then click Scan .

   • If you choose Full scan, the scan begins.

   • If you chooseCustom scan, select the specific drives or folders to scan, and then click Select Folder.

     

   • If you choose Windows Defender Offline scan, save any open files, and then click Scan. If a User Account Control window opens, click Yes.

     
     Note:

     The computer restarts when an offline scan completes.

     

4. Wait for the scan to finish, and then view the results.

   If your computer restarted during the scan, search for and open Virus & threat protection, and then click Scan options > Protection history.

   Protection history provides a list of all threat Windows Security has ever identified for the computer.

   Note:

   For earlier versions of Windows 10, click Threat history.

5. For additional information, click See full history.

   • If no threats were detected, no action is necessary.

   • If threats were detected, choose from the options that display, such as Clean threats or Start actions, to resolve the threat.