PC won't Shutdown or Sleep (black screen) but can Reboot

Honestly I'm starting to give up , I contacted Microsoft via live chat 4 days ago they said that they get back to me with an answer asap but still nothing

Opened an Administrative Command Prompt. Execute following commands:

Code:

Cd %UserProfile%\Desktop

powercfg /energy

Attached the energy-report.html at your Desktop to your next post.

FreeBooter said:

Opened an Administrative Command Prompt. Execute following commands:

Code:

Cd %UserProfile%\Desktop

powercfg /energy

Attached the energy-report.html at your Desktop to your next post.

Thanks, here you go.
energy-report.zip

Make sure to install latest version of device drivers and chipset driver from your laptop manufacturer website.

Did the in place upgrade repair fix the integrity violations found with sfc /scannow?
Did the in place upgrade repair alter anything related to hibernation and fast startup?
Does another user alter the ability to shutdown?

Check to see if you have the 2017 bios update:
HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support



Open administrative command prompt and type or copy and paste:

1) sfc /scannow
2) dism /online /cleanup-image /scanhealth
3) dism /online /cleanup-image /restorehealth
4) chkdsk /scan
5) When these have completed > right click on the top bar or title bar of the administrative command prompt box > left click on edit then select all > right click on the top bar again > left click on edit then copy > paste into the thread
6) net user test /add
7) this is a log collector that we use in the bsod forum and it will collect msinfo32, dxdiag, mini dumps, eventvwr. etc. Please post the zip into the thread:
BSOD - Posting Instructions - Windows 10 Forums
8) powercfg.exe /hibernate off
9) download and install: HP PC Hardware Diagnostics | HP® Official Site
9) shutdown /s /t 00
10) Power on the computer and repetitively click the F2 key
11) Run the HP UEFI diagnostics that were just downloaded and installed.
Use the loop until failure mode.
Start the testing in the evening and plan to run overnight.
The number of loops will be related to the size of the drive and the amount of RAM.
The testing is designed to abort if there is a failure. So a battery problem will prevent the testing of the other hardware components.
In the AM if the test is still looping that is a good sign.
Press the keyboard escape key if there are at least 2 loops.
Then view the UEFI logs to confirm the pass.
Report the results into the thread.

I am curious about any possible solutions. I just disabled hibernate and fast boot and went on my way, but would like to hibernate again sometime.

zbook said:

Did the in place upgrade repair fix the integrity violations found with sfc /scannow?
Did the in place upgrade repair alter anything related to hibernation and fast startup?
Does another user alter the ability to shutdown?

Check to see if you have the 2017 bios update:
HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support



Open administrative command prompt and type or copy and paste:

1) sfc /scannow
2) dism /online /cleanup-image /scanhealth
3) dism /online /cleanup-image /restorehealth
4) chkdsk /scan
5) When these have completed > right click on the top bar or title bar of the administrative command prompt box > left click on edit then select all > right click on the top bar again > left click on edit then copy > paste into the thread
6) net user test /add
7) this is a log collector that we use in the bsod forum and it will collect msinfo32, dxdiag, mini dumps, eventvwr. etc. Please post the zip into the thread:
BSOD - Posting Instructions - Windows 10 Forums
8) powercfg.exe /hibernate off
9) download and install: HP PC Hardware Diagnostics | HP® Official Site
9) shutdown /s /t 00
10) Power on the computer and repetitively click the F2 key
11) Run the HP UEFI diagnostics that were just downloaded and installed.
Use the loop until failure mode.
Start the testing in the evening and plan to run overnight.
The number of loops will be related to the size of the drive and the amount of RAM.
The testing is designed to abort if there is a failure. So a battery problem will prevent the testing of the other hardware components.
In the AM if the test is still looping that is a good sign.
Press the keyboard escape key if there are at least 2 loops.
Then view the UEFI logs to confirm the pass.
Report the results into the thread.

Thanks zbook I already tried all that beside testing with a new user.
But well I think I solved the problem thanks to FreeBooter advice but I'm not sure 100%, I started again with a clean Windows 10 install I'l test again to see the exact thing that causing the problem, and I'll get back to you to post the solution

Thank you so so much for your help

Well, Yeap that was it, thanks to FreeBooter advice even if I needed to downgrading instead of update, but downgrading to the latest driver available in HP drivers site.

It was Intel Management Engine Interface (MEI) Drive. On windows install it gets updated automatically or it is already preinstalled I don't know anyway it was a newer version don't remember the version exactly, but anyway I downgraded using the driver version provided by HP on their driver download site (v9.5.2.1489) and problem solved.

To clarify:

• Go to HP Software and Driver Downloads and enter your PC model, then choose your OS.
• Under Driver-Chipset search for Intel Management Engine Interface (MEI) Driver
• Download & install it
• If it shows a box saying that there is a newer version already installed choose to erase it and install this one.

This solved my problem hope it helps.

A really big thanks toFreeBooter for helping me out thank you so much man. Also, zbook thank you so much for your help.

You are very welcome!

That is interesting. I see that software is also on my laptop (Alienware) but was updated around 9/10 around same time that the hibernate stopped working. I just disabled the hibernate and fast start and kept on going, but I like to hibernate.

I also see Alienware/Dell just put out an update to the MEI crap - I will give this a shot and report back in a day or so.

Thanks for the tip.