XPS

2 Bronze

XPS 15 9570 - Not resuming from sleep

Hi All, My 9570 has had this problem since I purchased it new will go into sleep but then refuse to come out, tapping space bar lights up keyboard but the screen does not come on. I am forced to hold down the power button for 30 seconds to hard power off the laptop hear the fan spin up as it switches off. I have had this problem since I got the laptop beginning of May, it is running Windows 10 1903 fully up to date and all the latest Dell drivers and Bios. The only post I found suggested re flashing BIOS but I have done about 4 bios upgrades since getting this laptop and none have made any difference to the Sleep problem. I do not see any sleep related settings in the BIOS. Are there any options beside fully disabling sleep in Windows as I don't see why I should need to shutdown and restart every time on a modern laptop which is what I am having to do currently
Labels (3)
Replies (16)
5 Rhenium

I had a situation once where a device on the system was failing and not coming out of sleep correctly.  You might check the Event Viewer for any log entries and run msinfo32.exe to check the problem devices section.  If you were to open the Device Manager, it might also show problem devices.

Otherwise, does it make a difference as to the time the system is in the expected condition before the problem happens?  Does it make a difference whether on battery or not?

Check your settings for screen off, hibernate and sleep to see if those times are involved and make changes to the times for testing.  I cannot remember if the 9570 is a modern standby system, but if it is, that could effect what you are seeing.

_____________________________________
XPS 9365, Inspiron 7567 Gaming, Inspiron 7779, XPS One 2720
System fully Win 11 compliant

Upon investigation it seems that my laptop is not going to sleep but rather that the screen is going off and not coming back on with keyboard or mouse movement, this only seems to happen if the screen has been off for a while.

My power settings are set to sleep only after 5 hours on battery or adapter but screen off is 4 min on battery and 15 on power, it is not set to hibernate at all from what I see under advanced settings for my power profile.

Any idea's for what could be causing screen not to come back on or something I can try besides turning off the screen sleep option.

I cannot remember if the 9570 is a modern standby system.  If it is, typing powercfg /a in a command prompt should tell you by saying standby (S3) sleep is not available.

The system behaves differently in modern standby so let us know if it is..

_____________________________________
XPS 9365, Inspiron 7567 Gaming, Inspiron 7779, XPS One 2720
System fully Win 11 compliant

Hi, Below is the powercfg /a output don't know much about S state's is this the normal config?

 

PS C:\WINDOWS\system32> powercfg /a
The following sleep states are available on this system:
Standby (S0 Low Power Idle) Network Connected
Hibernate
Fast Startup

The following sleep states are not available on this system:
Standby (S1)
The system firmware does not support this standby state.
This standby state is disabled when S0 low power idle is supported.

Standby (S2)
The system firmware does not support this standby state.
This standby state is disabled when S0 low power idle is supported.

Standby (S3)
This standby state is disabled when S0 low power idle is supported.

Hybrid Sleep
Standby (S3) is not available.

RyanMJ,

 

Click my name and private message me the pc service tag number.

 

This is the state it is not coming out of see in previous events it shows waking from keyboard input but when it hangs and I am forced to hard power off it shows no wake from keyboard in event logs. Power button also does not wake it.

 

The system is entering connected standby

Reason: Idle Timeout.

 
Click the link below and reinstall the video card drivers for your system. A new driver was just released 2 days ago.
 
 

RyanMJ,

 

Did the issue get resolved on your computer with the drivers install?

 

 

Hi @DELL-Jesse L 

No the updated drivers did not resolve the sleep/screen hang issue a day after I did all the updates from your post I found the laptop unresponsive after leaving it open on my desk for a while.

I have been trying to isolate what causes these intermittent freezes, in all cases I think the screen was open this most recent time the laptop was on AC and sitting at my desk with the screen open. Again I do not think it had gone to sleep per say rather switched off the screen and does not respond. I have tried both keyboard and mouse as well as touching the fingerprint reader and repeatedly pressing the power button. None of these resolve the issue only holding the power button down to force a shutdown and then rebooting.

Top Contributor
Latest Solutions