Skylake XPS 15 won't Sleep or Shutdown

I've noticed over the last couple of days that my XPS 15 will not stay in sleep or shutdown mode. Instead, it'll turn back on after ~3 seconds of sleeping/shutting down and the power button light going off.

Any idea what's going on?

 

Have you tried disabling the fast start? http://www.tenforums.com/tutorials/4189-fast-startup-turn-off-windows-10-a.html

Solved it for me at least. Otherwise - make sure you have the latest bios etc.

 

Did you screw around in BIOS at all? Possibly to change Wake-on-LAN or Wake-on-USB?

You could have a WiFi signal waking-on-LAN.
You could have some USB peripheral sending a signal, triggering Wake-on-USB.

That sounds like a BIOS-level system setting screwing things up. If it really bothers you, might be worth resetting BIOS back to defaults.

 

Well, I'm not typically one to mess with the BIOS unless I absolutely have to; and in this case, I haven't changed any of the settings.

I've disabled fast start and have also confirmed that Wake on LAN and USB Wake are both disabled; but am still seeing the same behavior...

 

This is a known bug reported by many that reappears for me every few weeks, but the causes are obscure. When it won't even shut down, only rebooting into Safe Mode has fixed it for me: Win+R > msconfig > Boot > Safe boot, check then uncheck on next boot.

 

It's now fixed. I tried restoring the system to an earlier point in time and also uninstalled the Intel Mgmt Engine Components. However, the issue was resolved after I applied the latest BIOS update available through the Dell Support site.

 

This is a recurring issue. I've sent my XPS 15 9550 to the Dell depot three times to get the logic and mother boards replaced. It still comes up once every 3 weeks or so. Dell finally sent me another system. I'm testing it for 3 weeks now, and it doesn't have the issue. When I asked the cause of the issue, they say every system is different. I guess they have not figured out the real cause of the issue. XPS 15 9550 is a buggy system...

 

I see no one suggested the 1st step, see why?

type
powercfg -requests
into a command window.

I have had one instance where I had to restore BIOS defaults as powercfg -requests threw up nothing.

 

Go to the Advanced power options in the power profile settings, under Sleep set Hibernate After to Never.

If set to a specific time, it wakes just to switchover to Hibernate but fails, instead wakes to this weird state from which it goes to rest only after hard shutdown.

Do you have by chance an USB mouse dongle or such plugged in?

 

I did not disable the switchover from sleep to hibernate because I did not want to. It's a laptop and I do not want to lose the feature...

But, in my case, even if it doesn't go to hibernate from sleep, it does not shut down. When it fails to shut down and its lid is closed, it does not go to sleep, either. This sleep and shutdown must be linked.

I also use a USB mouse dongle, but the BIOS setting is not set to wake up the system in any case. It's supposed to work under this setting...

 

Well I'd like the "Hibernate After" feature too generally, but what good it is when it actually causes the laptop to wake up in my bag and overheat and further refuse to sleep?

I think I've had the same issue. Yes the obvious symptom is that it refuses to sleep / hibernate / soft shut down, and wakes up a couple of seconds later. But I found out that what puts it to this state is the failed Hibernate After switchover. Not sure if there might be other causes.

Regarding the mouse USB dongle, someone speculated that for some odd reason the presence of the dongle causes Hibernate After to fail (not because the mouse would wake up the laptop). If you have time to test, you can try if it indeed Hibernate After happens to work correctly without the dongle... If yes, you could perhaps use a BT mouse instead.

 

What happens if you click start and sleep, does it go to sleep for a few seconds then wake again?
When I had that I had to set the BIOS defaults (then set everything back again) as something got screwed up, it fixed it and hasn't come back for months.

 

OK I will try disabling the hibernate feature, and see what happens. It does not happen all the time, and intermittently recurs, like once every 3 weeks or so.

But, is there a way that I can use to check the cause of the problem? Event viewer doesn't give me any idea about the specific cause of the problem.

I guess mouse USB dongle is not the cause because I do not directly connect it to one of the two USB ports. Instead I plug it in the USB-C adapter. But, it recurs when I disconnect it from the system and carry it in my bag.

 

Yes, it does not go to sleep and wakes after a few seconds. It refuses to go to sleep. When it happens, it does not shut down, either. When I click on shutdown, it seems to shut down. But, it reboots after a few seconds. When it happens, it refuses to sleep, hibernate, and shut down at the same time.

I also reset the BIOS settings, but it happens again after a few weeks.

 

When I recall, it may not be associated with hibernate because of two reasons: (1) when it happened, it happened before the systems went to hibernate. I use the default 3-hour delay setting for the sleep to hibernate transition. It happened less than the 3-hour delay; and (2) when the shutdown issue happened, I was using the system. So the system did not even go to sleep. But, when it refused to shut down, I found out that it did not go to sleep. So in summary, when one of the three (i.e. sleep, hibernate, shutdown) symptoms happened, the other two also occured.

 

You can set Hibernate After to 5 min to test.

To me, Event Viewer did show that the system woke up to switchover to hibernate, and that it didn't really go to hibernate after waking. Debugging why this occurs exactly is way beyond me. I guess this doesn't happen to all.

When it refuses going to sleep etc, only the hard shutdown (5 sec holding down pwr button) works. You can also try resetting or reflashing BIOS (after reset you need to redo your changes, reflas keeps them). Beware of the latest BIOS because it wrecks dock USB.

Mind a hard shutdown was sometimes tripping a different sleep issue here, that the laptop would cold boot instead of waking. Reflashing BIOS fixed this.

 

I ran the command and got the attached. Does this mean anything? Thanks.

 

I tested it by changing the "Hibernate After" setting to a few minutes. It went to hibernate via sleep. It woke up OK from hibernate. It's an intermittent issue, and does not happen all the time. It recurs once in a few weeks.

I also use the hard shutdown when it occurs. I've made all BIOS updates, and have the current version, 1.2.29, with the default settings. But, it doesn't go away. I've also made a few clean installations of Windows 10, but it doesn't resolve the issue.

Not all XPS 9550 machines have this issue, and Dell is also aware of it. It seems Dell has not figured out a root cause of this issue.

I got a replacement XPS 9550 system with a 4K UHD screen. It doesn't have the issue when I have used it for ~3 weeks or so. I need to return between the two (the original one with FHD screen and the replacement unit with UHD screen). I don't like the glossy finish of the 4K UHD screen and its a little reddish color tone. But, it doesn't at least have the issue. What a dilemma I have...

 

okay, this looks the same as mine, try a forced power off outside of windows. power up and when the power light comes on hold down the power button until it forces itself off then restart and test again.

 

Yes, that's what I'm using when it happens. Then it works fine for a few weeks, but it comes back again. Is there any complete fix? Thanks.

 

Dunno, mine last longer than a few weeks so maybe call support for a board swap.

 

It seems that you still have the issue. I got my logic and mother boards (isn't the logic board part of motherboard?) replaced twice. I still have the issue. It's why they sent me a replacement unit with glossy UHD screen. It seems there is no complete solution. Thanks anyway.

 

Mine is an UHD. Hasn't done this since I disabled Hibernate After. Since then I think it only drained battery once or twice in Sleep, because the full battery last for several days of Sleep even with the smaller battery.

 

I am going to try disabling hibernate anyway. Hibernate is unchecked under Shutdown settings, but is set after 180 min from sleep under Sleep -> Hibernate after. If I want to disable it, how do I change the time setting? Thanks.

 

I recall 0 is Never

 

I will try and share what I end up with. Thanks.

 

Powercfg -h off should be the safe and easy way provided it's still supported. However, I've always found that hibernate works but sleep can be problematic.

John

 

On my 9550, which has been haunted by this bug, direct hiberantion hasn't been 100% reliable, but waking from sleep is. Occasionally I encountered cold boot from hibernation. That would mostly be with programs open and after periods of sleep, not when testing with a freshly booted system. So I avoid using it. No idea if this is somehow related... the fail-to-hibernate-after thing looks different symptomatically.
Some affected folks reported that Hybrid sleep was reliable, I've never tried.

 

It has been two months since I started to use sleep only. I have not experienced any reboot or shutdown issue, and it seems to be reliable. Thanks for the suggestion.

 

In power options, select all three options one by one and click 'restore default settings for this plan'. Now customise each plan to your preference again. This has helped me a few times.

 

Out of curiosity, have people tried this fix without much luck? Doesn't seem to be mentioned as a solution, but had worked for me when I had the 9550.
This sleep/refusal to turn off issue is a fairly well documented issue with Windows 10 in general (at least pre fall update if it fixed it) that is due to fast start. When a program or driver isn't fully compatible, it stalls the built in "mini" hibernation and causes the computer to not turn off. It also does not log relevant info in event viewer. It is an intermittent issue as only certain programs or drivers (esp update processes) cause the issue, and it can be temporarily overridden by a hard reset

 

I tried disabling the fast startup option, but the issue persisted at that time.

 

Did you try this?

 

That's weird. Wonder if there's multiple bugs or one presenting differently. Of note, I have yet to have this problem on my 9560, or at least haven't noticed it yet (maybe a 6th gen processor thing). Good thing, because there was few things that frustrated me more for some reason than watching a laptop power back on immediately after it turned off, and being unable to trust putting it in a sleeve without waiting

 

Disabling fast startup didn't work for me.