Only while plugged in, the Laptop screen(goes black) doesn't respond after idle screen timeout.

Anonymous
2020-10-20T05:51:57+00:00

Hello there,

I've been facing this issue since 2 years now, seems like a simple problem but mine is really weird, I didn't get any query regarding my issue hence I decided to post it myself. Please read my post completely and please help me resolve this issue.

When I leave the laptop (HP Pavilion 15-cc1xx, win 10 64 bit, Intel core i5-8250U) idle, the screen turns off to save power & doesn't respond to any inputs even external connected USB mouse light turns off (I saw that when this happens the HDD LED turns off I suppose the HDD is not waking). After screen turn off it is suppose to go to sleep but the power LED and fans are continuously on until I hard reboot using power button.

Here is the weird part--- This only happens if my laptop is plugged in and doesn't occur while on battery. The power options screen is shared below

I've tried doing almost all troubleshooting like updating drivers, BIOS, and sfc scan and also reset but all in vain.

Sometimes, this also happens when I put it to sleep, but this sleep issue occurs very rarely cannot predict when it happens I've to hold my breath when I press sleep and wait until the power LED starts blinking for confirmation or else I've to again hard reboot only to loose unsaved data. Although this sleep issue happens very very rarely.

I think the issue is only with HDD since the HDD LED stops blinking when this happens ***.***When it is blinking then I'm sure that the screen will turn on as I've seen it for myself many times.

Here is the picture of power and HDD LED I was talking about,

Windows for home | Windows 10 | Settings

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  1. Anonymous
    2020-12-02T19:01:54+00:00

    No, its not present in that folder I've searched it using keyword ".html" i found only energy-report.html but not sleepstudy-report And I've executed that cmd.

    Yeah my bad. can you upload the energy-report.html then in the same command prompt windows type

    powercfg /sleepstudy hit enter and upload the sleepstudy-report.html

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  2. Anonymous
    2020-12-03T03:09:12+00:00

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  3. Anonymous
    2020-12-03T13:38:05+00:00

    Here,

    https://1drv.ms/u/s!AtuSyEHlaqZvlDiKS9wKLjr6DU5z?e=K5Estc

    Here what I found in your sleepstudy-report.html, what to take a look at is the reasonCode : 0x500ff

     You can read it here but I don't see the solution there. Microsoft still working on it. ****

    ProcessName DPInst.exe
    ComputerName LAPTOP-JETP8JQ4
    ReasonTitle Other (Unplanned)
    ReasonCode 0x0
    ShutdownType restart
    Comment
    UserDomain LAPTOP-JETP8JQ4\Chaitanya Met.....
    ProcessName C:\WINDOWS\system32\winlogon.exe (LAPTOP-JETP8JQ4)
    ComputerName LAPTOP-JETP8JQ4
    ReasonTitle No title for this reason could be found
    ReasonCode 0x500ff
    ShutdownType restart
    Comment
    UserDomain NT AUTHORITY\SYSTEM

    Now I see that you have mcafee installed. I don't know if it takes part of your issue but you can uninstall it for now and reboot your computer if nothing changes then you can reinstall it. And maybe you still have Elantech software install on 2020-11-30, see below

    \Device\HarddiskVolume3\Program Files\Elantech\ETDCtrl.exe [Chaitanya Met....]
    \Device\HarddiskVolume3\Program Files\Elantech\ETDCtrlHelper.exe [Chaitanya Met...]

    For sure you need to get back your old bios that will also help. Then right now can you send all the report to feedback hub in order to let them figure out what is going on regarding your issue. In the windows search field type feedback and follow the process. Nothing else I can do right now But if you find something new let us know about it.

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  4. Anonymous
    2020-12-03T18:04:40+00:00

    I had Kaspersky before mcafee and same problem was there and it was even present when i did not have an antivirus software. And Elan i had to reinstall after testing cause i use multi touch gesture more often and i didn't find any reason to remove it cause the issue was present anyway when Elan was completely uninstalled.

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  5. Anonymous
    2020-12-03T18:28:31+00:00

    When you removed the 3rd party antivirus did you go to their web site and get their removal software?  If not then you did not completely remove their total code.  The code that is left if you just use Programs & features is what causes the problems.

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