Solved! Lenovo - Wake from Sleep Problem

[mike_0302]

I've now had my motherboard exchanged on my Lenovo C940, under warranty, after this problem came up just over a week ago. The hardware repair did not fix the problem.

I know it's backwards to replace hardware before troubleshooting software, but Lenovo tech support made a mistake and are now "troubleshooting" the software by jumping to a fresh windows install... I think the problem can be pin-pointed back to a driver or some other error, and I'm looking for some help.

Here's the problem:
If I put the computer to sleep in any way -- lid close, short click of the power button, Start>Power>Sleep, etc., then it goes to sleep and will not wake no matter the input. Clicking the power button gives no reaction -- power light still varies on and off as if it's in sleep; keyboard and mouse get no reaction. Then I hard shut-down by holding the power button for a few seconds, and try to turn it back on: The power light goes on and the keyboard lights up for a moment, but the screen never reacts.
To get back to Windows, I have to do hold down power for 20 seconds to turn off and drain power, or else use the Novo button.
This problem is 100% repeatable as of a week ago. Prior to this, only the wake-from-sleep case was occurring once or twice every ~10 times I put it to sleep, but hard shut-down and turning it back on worked. Therefore, this seems like a problem that evolved all of a sudden.

Request for Troubleshooting Support
I have tried all the usual tricks of turning off Hybrid sleep, turning on/off hibernate, making sure all the drivers are up to date -- I've gone direct to the Intel tool to scan my computer and found many more drivers that Lenovo's driver update tool didn't identify, and installed those too.

I have recently discovered, but am not proficient enough with the "powerconfig /sleepstudy" troubleshooting tool; and Event Viewer seems like it could be handy, but I haven't been effective with delving into the outputs. I'm hoping someone in here can help me use these tools to troubleshoot the software issue, before I simply wipe the drive and start fresh, potentially just ending back here after I reinstall everything.

 

[helpstar]

Don´t use the updater tools, Install the drivers directly from the support homepage of lenovo, other drivers from other sources could interfere with the normal operation mode of it.

is it the 14 or 15" laptop from Lenovo?

if 14":

Did you update the BIOS yet? Version AUCN45WW is the current one
https://pcsupport.lenovo.com/us/en/...ownloads/driver-list/component?name=BIOS/UEFI

install the power management software/driver:
https://pcsupport.lenovo.com/us/en/...s/driver-list/component?name=Power Management

 

[mike_0302]

Thanks for the response. I'll cover all the bits you've identified:
Lenovo-suggested drivers were the only ones installed when the problem began. Drivers from Intel were my attempt at a solution. I suppose I could roll those back, but that would not be expected to solve the problem, as the problem started before.

14".

I did the bios update - - frustratingly, I had to manually get that from the lenovo site, because the lenovo vantage app doesn't push it to my computer... But I do have that bios version.

I'll check the power management software/driver in a few hours and get back to you.

 

[mike_0302]

Don´t use the updater tools, Install the drivers directly from the support homepage of lenovo, other drivers from other sources could interfere with the normal operation mode of it.

is it the 14 or 15" laptop from Lenovo?

if 14":

Did you update the BIOS yet? Version AUCN45WW is the current one
https/pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/yoga-series/yoga-c940-14iil/downloads/driver-list/component?name=BIOS/UEFI

install the power management software/driver:
https/pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/yoga-series/yoga-c940-14iil/downloads/driver-list/component?name=Power Management

No luck after updating the power management software.

On the BIOS: System Information says BIOS Version/Date = Lenovo AUCN45WW, 22/08/2019. The website, however, says AUCN45WW, 05/09/2019. Odd?

Any thoughts on troubleshooting with Event Viewer logs or anything like this?

 

[helpstar]

did you try reinstalling the BIOS anyways?

in the windows device manager, are there any devices with exclamation or question mark or are unknown?

 

[mike_0302]

did you try reinstalling the BIOS anyways?

in the windows device manager, are there any devices with exclamation or question mark or are unknown?

None with the exclamation mark.

On the BIOS update: I know I installed from the lenovo site previously. The date identified is just a bit funny - - so for now I haven't reupdated the BIOS.

 

[urinalkarate]

Make sure the mains lead is not plugged into the computer it won't wake up properly if it is. Unplug the mains before waking it up and it works fine.

 

[mike_0302]

Make sure the mains lead is not plugged into the computer it won't wake up properly if it is. Unplug the mains before waking it up and it works fine.

That cannot be the answer - - and indeed it doesn't solve the problem - - but surely sleep isn't only supposed to work when on battery.

 

[mike_0302]

Just want to see once more, before I go to the nuclear option of wiping everything, if anyone has any thoughts on using event viewer or other diagnostics to determine what's happening/not happening when I attempt to wake the computer.