Help cc geniuses. I’ve been having an ongoing issue with my HP pavilion 13-A113 cl. When it goes to sleep it doesnt wake up. It used to respond when I touched the muse or the screen or side power button. Now it locks up and I have to power it all the way down and back up. We’ve been dealing with HP for a month and a half, have replaced (?) the bios, done all sorts of updates/drivers you name it to windows 10. We’ve sent it back to HP twice. Their solution: they claim its a software problem and that “the computer was designed to run on windows 8” so either go back to Windows 8 or leave the system on “never go to sleep”.
They are denying that it is a hardware problem (we think there is an issue either with the communication with the screen or the internal power supply) but they won’t budge. I am not happy with the idea of going back to. windows 8 and I thought any system that was built to run on 8 should run on 10. Mine did-- just fine-- and when its on it runs fine.It just doesnt respond when it goes to sleep. Mine was working fine on WIndows 10, until this happended in mid/late August. Its less than 2 yrs old and we have been dealing with the warranty people in Costa Rica on the phone (though Costco, where we bought it) and getting. ANd getting nowhere. Help!!
Seems like many others with your HP model and a few others had similar issues with machines not waking from sleep. These issues have been discussed by users on HP and other computer tech forums for the last several months judging by a 2 second google search I did on your model.
Unfortunately, sleep issues could be caused by hardware and/or OS/software bugs/issues.
If there’s no resolution after a few more interactions with HP tech support, is there a possibility you can demand a replacement…whether it’s the same or even possibly a newer model* for your troubles?
Doesn’t help that there was a recent major Windows 10 update which caused serious issues with a subset of Windows 10 users including a client whose installation was so badly corrupted that it was more efficient time and cost-wise for me to backup his user directories and do a clean reinstallation of Win 10 and critical applications/utilities rather than attempt to repair a severely impaired OS.
Some friends who had multiple hardware/software failures within the warranty period ended up receiving a replacement of their chronically defective notebook after sending it back 3-4+ times. In a few cases, the manufacturer sent them a more updated model to make up for the troubles they were having. None of them were HPs though.
Unfortunately there can be many causes of this. The most likely ones are bios issues, graphics driver issues, power management subsystem driver issues, anti-virus problems, even things like requiring a password after the system wakes up from sleep (you could try disabling this to see if it fixes your problem).
And sometimes there are even hardware issues, although if you’ve sent it back I would think they would have found any problems.
Do you have any system restore points from when it was working? You could try rolling back the bios and going back to one of the system restore points to see if that fixes it.
Mid-August is about when Microsoft released the anniversary edition of Windows 10, which was the first large update of Windows 10. Seems like this might have broken something. You might be able to roll this back, but unfortunately Microsoft is going to really want to apply this upgrade and it is hard to prevent it in the Home version, which is what you most likely have.
As a workaround, you could enable hibernate and disable sleep, and start hibernating instead. It will take a little longer to start up, but it might get around your problem.
Oh…forgot to mention my client’s machine was also an HP. A higher end workstation PC usually targeted towards corporate environments.
Not always. Quality of tech support can vary greatly even with manufacturers with better industry reps than HP.
Many clients and friends have experienced having techs misdiagnose or not finding anything wrong despite the fact the hardware issue was blitheringly obvious(i.e. Dead hard drive, dead video processor, etc).
Have you mentioned to HP that a zillion other people are having the same problem and a quick Google proves it? I did that with my Samsung TV ( I actually read then a bunch of the online complaints) that was out of warranty after days of arguing with them and presto I got them to come free of charge to test TV. They ended up having to replace the motherboard (iirc that is what it is called) for free. Basically it was like getting a brand new TV.
You also should be going up the food chain, keep asking to speak to the person’s supervisor and don’t take no for an answer. Time to stop dealing with the tech people and start dealing with management, IMO.
We have already been to 2 supervisors. The first one, in Costa Rica, claimed he didnrt have a supervisor. BS. What is he the president of HP? Um, no. And yes they are aware this is a problem not just for me- but they are fobbing it off on Windows claiming its a software issue and their computer isnt designed to run on windows 10. Say whaa??? We havent given up- which is why I posted here. I also posted on their fbk page and will tweet about it too.
It sounds like you may have already done this. But have you tried following up with Costco after your initial contact? Their customer service is usually pretty great, but then again they can only do so much. Maybe they would put pressure on HP to do something.
That’s one thing I hate about dealing with computer problems. H/W points to S/W and S/W points to H/W. Unless it’s something like a broken screen, it’s just too easy to point fingers. (And a lot of the time even when it is S/W you have so many different pieces it’s easy to point the finger at the other guy or claim “incompatibility”.)
Yeah, I’m pretty sure this is what’s causing my wifi adapter to act up on my dell laptop. I had to roll back to the original windows 10, and I’m doing all sorts of acrobatics to keep it from updating, like shutting off the internet at night so it can’t auto-update, and telling it it can only auto-update when I know the internet is off, and putting it in sleep mode rather than shutting it down (which would initiate the update that already has managed to download itself before I could nip it in the bud).
@jym626 you might try doing a restore (after backing up your files), and then keep it from updating. So far it’s the only thing that’s working for me.
Costco won’t take it back? That stinks. If you bought it on the Amex, they may have doubled the warranty-might be worth looking at that.
That kind of problem is tricky, because it involves a lot of things that could be at fault, sleep functions IME generally involve both internal BIOS/firmware that interact with the OS. That said, when they said it was because of Windows 10 and the machine was designed to run 8, that is a crock of bs. First of all, if it was truly windows 10, you would have seen this right from when you upgraded. More importantly, the kind of things that make a machine “designed” for let’s say Windows 8 is not likely to cause problems, especially the one you are seeing, this isn’t the days of DOS based machines where you had all these layers of customized bios and device drivers to make the thing work, while not as robust as the Mac OS, Windows these days is a lot more isolated from the hardware, and the hardware and such in the laptops is pretty standard.
What that smells to me like (which being HP, doesn’t surprise me one bit) is that HP knows they have a problem, don’t have a clue, and take the convenient path of blaming Windows, rather than take time to research the issue, dump it off on Microsoft. Like I said, not a surprise, I saw that with their large scale systems, they didn’t want to support them either, we had a system that literally was a million bucks in hardware, that was freezing in production, was caused by a bus hang on the machine. HP support’s response, when we asked them, was “oh, yeah, we are aware of that”, and when we asked when they planned on fixing it (these were production machines running critical applications), they said “oh, we don’t have any specific plans” (needless to say, that was when we ended up switching to Linux based servers and totally told HP to go to hell).
thank you! I am hoping the cc tech folks here will have some additional good ideas so I can write an email that addresses the problem successfully. Their (#*&_Q# supervisor telling us the computer was built for win 8 and not win 10 is ridiculous.
Ron Coughlin is head of HP personal system.
Antonio Lucio may be a good person to email too. He is Chief of Communication and Marketing officer. I would send him a link of this thread to let him know we are all talking about HP (negatively).
I did that one with AAA when one of CC’s kids was stuck by a highway and they wouldn’t go pick him up. When they saw the CC thread, they acted really fast. I think the CC member also got some money back.
This is the reason I no longer buy any HP. When I had a problem they said it was software and they did not support their own software that ran their touch screen.