Laptop goes to sleep mode unexpectedly.

A

austings

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Joined
Sep 24, 2013
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Hopefully this is the right forum section, if not please forgive me.

I have an HP ENVY Touchsmart 17 inch laptop model is M7-J020DX. Running windows 8, it also did this on 8.1

The laptop goes into sleep mode unexpectedly while I am using it. It goes to sleep, then i have to press a button, then it wakes up then I have to log back in. In fact it did it while typing this post. Their doesnt seem to be a specific time, or when using a specific application that it happens.

I have spent all day on the phone with HP(5 phone calls) , and also using the online chat. I am frustrated with them as they do not seem to understand what the issue is. So far they have had me do, or they remotely connected and did the following:
Update all drivers, and the BIOS.
Changed power plan settings, set it to sleep NEVER on both battery and plugged in
Changed when the hard disk turns off to "99999"
Changed when the wifi turns off to "99999"
Had me reformat (computer went into sleep mode about 1 minute after getting to the desktop)
Had me use the HP Hardware Diagnostic tools (restart laptop, press esc, then F2" and run test on the hard drive, processor, memory, battery and video.

Now they want me to send the laptop in for repair. However, when talking to the Tech "Supervisor" he kept telling me the computer is working like normal. And on the repair order they sent me it says "Customer complaint: Computer no function" I'm not trying to be ignorant to them, but they didn't even list the exact problem, so i'm guessing they will reformat it again and send it back.

I should mention the laptop has done this since a few days after I bought it. I should have just returned it and got a different one, but now I am stuck with it.

If any of you can help me before I send it to HP, it would be greatly appreciated.
 
Hi -

Have you tried to reset power options?

Press WIN + X keys; select "Power Options"; click on "Change Plan Settings" for the power option currently selected; bottom-left of screen "Restore Default Settings for this Plan"

If no-go, please run the following commands. Perhaps the output will yield a clue.

Bring up an Admin CMD prompt (WIN + X keys; select "Command Prompt (Admin)"; then type/paste one command at a time (a Notepad will open after each is completed):
Code: 
powercfg /a > c:\a & start notepad c:\a
Code: 
powercfg /l > c:\l & start notepad c:\l
Code: 
powercfg /q > c:\q & start notepad c:\q
Code: 
powercfg /energy > c:\energy & start notepad c:\energy

The last command may take a 30-60 seconds to run.

After the last command is executed, zip up the file C:\Windows\System32\energy-report.html and attach to your next post.

For the first 3 commands, please save the text file outputs; zip up and attach to your next post.

Regards. . .

jcgriff2
 
Hi -

The file opened fine for me. Thank you for the other files as well.

I don't see anything in the files that tells me why your system is going to sleep while in use.

Were you able to reset the power option to default settings?

I'd like to get additional info, including event viewer logs.

Even though no BSODs, please run these instructions as the 25+ output files may be helpful -

https://www.sysnative.com/forums/bs...ctions-windows-8-1-8-7-and-windows-vista.html

You can skip step #3 (PERFMON) for now.

Regards. . .

jcgriff2
 
Verifier has been running since this morning. So far their hasnt been a BSOD. I ran the Hard drive and ram diagnostic a few days ago when HP told me too. Are those tests listed on the BSOD page any different or better?

Also, I was able to reset the power options. That hasn't made a difference.
 
Hi -

Apologies for the late reply and thank you for the files.

I see no current BSODs (2014), but do see that you had 12 BSODs during a ~10 day period last September 2013.

All 12 had the same bugcheck - 0x101 = CPU hang

What did you do to solve the BSODs -- or did they just stop?

I went through your Event Viewer logs and don't see anything unusual. There are a lot of "he system is entering sleep." entries, but the preceding events don't indicate the reason the system entered sleep.

I found several entries for Microsoft FixIt - what were they for? (Anything related to power or sleep?)

I did read that your system has been going to sleep during active use since you bought it new and that it occurs in both Windows 8 and 8.1.

Have you ever tried to reinstall Windows to start fresh?

However, given the sleep issue and now finding the CPU hang BSODs from last year lead me to believe there is likely some kind of hardware issue with your system.

I'm sorry that I don't have a definitive answer for you or a solution.

Is the system still under warranty? The OS install date is listed as 9/5/2013. BTW - the BSODs started on 9-13-2013. Be sure to tell HP about them if you haven't done so already.

Regards. . .

jcgriff2
 
I have already sent the laptop to HP they should be receiving it tomorrow..


A couple thoughts:
I bought the computer new in November of 2013. How are their BSODs in September? I've never had one since buying the laptop.

I also reformatted the two computer two times.

I have no idea what the Microsoft Fix It's are about.

Now I'm curious if someone bought this laptop before me and had the same problem so they returned it and best buy sold it too me.
 
Hi -

You have some very interesting questions that I don't have answers for. You could be right about receiving a system that someone else returned. Unfortunately, it would not be the first time I've seen this happen.

One output file from the jcgriff2 app is called systeminfo. It shows:
Code: 
Original Install Date:     9/5/2013, 9:01:23 AM
That represents either the 1st boot of a new computer or the last time Windows was installed. I did read that you reinstalled Windows - so I don't understand why this date reads September 5, 2013 - considering you bought the system in November.

Go into the zipped folder that you attached in POST #6 and look at the BSOD dump file names - the first 6 numbers are the date of the BSOD. Yours start with 091213; there are 12 dump files. The last one starts with 092413.

This is all very strange because you bought the computer in November 2013.

I would ask HP Support about this. You have the proof in the post#6 attachment.

Regards. . .

jcgriff2
 
Thank you for the help.

Obtaining that information will be helpful in my case. I have doubts that the computer will be returned in a fixed state. When they had me reset it, They told me to choose the option to keep my files but reset everything else back to factory faults, this could be why it shows the original install date of September 2013.

I am a little irritated that i may have bought a computer that was returned, its not HP's fault, that would be on Best Buy, but their is nothing I can do about it.

Again, thank you for your help, and I will report back once I have received the computer back from HP.
 
Got the laptop back today. They replaced the motherboard and the keyboard. While I was reinstalling all of my programs and setting everything else back up, it happened again. They sent me a "personalized" phone number to call if the problem still exists. I guess Ill be calling them back.

If you had to guess which piece of hardware would be causing this issue, what would you guess? I'd like to have as much beneficial information as possible when I call HP again.
 
Knowing what you have been through, my guess would have been the mobo.

I would bug them to death for a ne system. This is ridiculous as is the still unexplained BSODs found on the system dated one month before you bought it.
 

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