Windows 8 Unable to wake up computer from sleep mode

garymmac221 · Apr 2, 2013

My Acer M5811 will not wake up from sleep mode on intermittent basis. Running Windows 8 Pro 64 bit. Power settings are disabled for both the monitor and CPU. I have also disabled "allow computer to shut off applications to save power" to devices. I never had this issue until I installed Windows 8 (clean install) from Windows 7. I have updated all drivers but have had no luck. The computer will wake up successfully several times, then it will not wake up. It appears to start up but the monitor remains in sleep mode. The only way to fix the problem is to shut down the computer and then restart. Any suggestions?

Acer M5811, purchased May 2010; i760 processor; 8 GB ram, ATI Radeon 5570, 1TB hard drive.

garymmac221 · May 22, 2013

After installing the Intel Management Engine driver, my computer has worked fine since. No issues with not being able to wake from sleep mode. However, there were numerous MS Windows updates at about the same time, so it is not a 100% chance this is what solved the problem. One more problem cropped after this and it was the fact something kept waking my computer up from SLEEP mode. After a lot of searching, it turned out to be a USB Root Hub that my wireless Logitech mouse was using. The only way to resolve the issue was to disable the disable the mouse by going into the Power Options - Advanced Settings - USB settings and suspend (disable the mouse). Although I can no longer wake my computer from sleep with the mouse, it works...

usasma · Apr 3, 2013

Please provide this information so we can provide a complete analysis (even though you're not reporting BSOD's): http://windows8forums.com/windows-8-errors-bsods/11837-how-ask-help-bsod.html

Also, please run these 2 commands from an elevated (Run as administrator) Command Prompt (press Enter after each one):

Code:

powercfg -a >%userprofile%\Desktop\powercfg-a.txt

Code:

powercfg -q >%userprofile%\Desktop\powercfg-q.txt

Then zip up the 2 new files on your desktop (powercfg-a.txt and powercfg-q.txt) and upload them with your next post

Typically sleep/hibernate transition problems are due to chipset, video, and/or storage controller drivers - please ensure that all are updated to the latest, Win8 compatible versions.

garymmac221 · Apr 3, 2013

Here are the files as requested

usasma · Apr 3, 2013

Some of the reports are missing. Please run the tool again and let it run for at least 15 minutes (or until it tells you that it's done). Then zip that up and upload it. I'd like to see the MSINFO32 report and the 2 event log files in particular.

I don't see anything out of place in the powercfg reports - but I'm not real familiar with the -q output.

Trouble · Apr 3, 2013

My apologies.
I just discovered the my link to Captain Jack's W7Forum Diagnostic Tool was broken. Maybe as a result of some recent work on the site(s).
It has been subsequently fixed and should be functioning as intended. Please remember to right click the executable and choose "Run As Administrator" to collect all the reports, using the "Grab All" button.
Thanks to Rich (nmsuk) for fixing the link.
Regards
Randy

garymmac221 · Apr 3, 2013

Here is the updated file which should contain all the files.
Gary

usasma · Apr 4, 2013

It looks like the system is crashing, probably on shutdown - which makes it impossible for it to resume as it never entered the power down state associated with sleep/hibernate.

Your BIOS dates from 2009. Please check at the manufacturer's website to see if there are any BIOS updates available for your system. Also check the readme file to see if they apply to the problems that you are having. Please be advised that flashing the BIOS is a very unforgiving process - and one mistake can physically damage your motherboard.

There are issues with the PS2 keyboard and mouse. If you are using a USB keyboard and mouse it's safe to disregard these errors.

This device is disabled. Is it deliberate? If so, why?

Microsoft Kernel Debug Network Adapter ROOT\KDNIC\0000 This device is disabled.

I'm also seeing video issues (STOP 0x116/0x117) and Power Down issues with the CD-ROM driver (STOP 0x9F) in the WER Section of MSINFO32. The most recent one's are the power down issue with the CD-ROM driver.

Please remove the Western Digital software as it is known to cause problems with Windows systems.

Please uninstall the Nero stuff - as it's older and it has storage filter drivers (which may be involved in the power down crashes). Please update the Intel Management Engine software for the same reason.

Please uninstall the Astra System Information tool as it's just too old for Win8.

Please update these older drivers. Links are included to assist in looking up the source of the drivers. If unable to find an update, please remove (un-install) the program responsible for that driver. DO NOT manually delete/rename the driver as it may make the system unbootable! :

UNINSTALL:
ASTRA64.sys Wed May 4 06:33:22 2005 (4278A4F2)
ASTRA32 - Advanced System Information Tool
Link Removed

UNINSTALL:
wdcsam64.sys Wed Apr 16 04:39:08 2008 (4805BB2C)
Western Digital SCSI Arcitecture Model (SAM) WDM driver[br]2008 driver version has known BSOD issues in Win7
Link Removed

UPDATE:
AVer7231_x64.sys Tue Aug 11 02:21:42 2009 (4A810DF6)
AVerMedia 7231 capture service
Link Removed

UPDATE:
HECIx64.sys Thu Sep 17 15:54:16 2009 (4AB293E8)
Intel Management Engine Interface
Link Removed

UNINSTALL:
PxHlpa64.sys Tue Oct 20 14:08:42 2009 (4ADDFCAA)
Sonic CD/DVD driver (used by many different CD/DVD programs)
Link Removed

UNINSTALL:
NBVol.sys Mon Nov 21 20:22:00 2011 (4ECAF938)
Nero Backup Volume Filter Driver
Link Removed

UNINSTALL:
NBVolUp.sys Mon Nov 21 20:25:20 2011 (4ECAFA00)
Nero Backup Volume Upper Filter Driver
Link Removed

If the problems continue, please run Driver Verifier according to these directions: Link Removed

Analysis:
The following is for informational purposes only.

Code:

[font=lucida console]**************************Wed Apr  3 14:44:42.469 2013 (UTC - 4:00)**************************
Loading Dump File [C:\Users\Owner\SysnativeBSODApps\040313-28641-01.dmp]
Windows 8 Kernel Version 9200 MP (8 procs) Free x64
Built by: [B]9200[/B].16496.amd64fre.win8_gdr.130108-1504
System Uptime:[B]0 days 4:47:27.151[/B]
*** WARNING: Unable to verify timestamp for GEARAspiWDM.sys
*** ERROR: Module load completed but symbols could not be loaded for GEARAspiWDM.sys
*** WARNING: Unable to verify timestamp for iaStorA.sys
*** ERROR: Module load completed but symbols could not be loaded for iaStorA.sys
Probably caused by :[B]iaStorA.sys[/B]
BugCheck [B]9F, {3, fffffa8008a73060, fffff802c223a920, fffffa800cdde390}[/B]
BugCheck Info: [B]Link Removed[/B]
Arguments: 
Arg1: 0000000000000003, A device object has been blocking an Irp for too long a time
Arg2: fffffa8008a73060, Physical Device Object of the stack
Arg3: fffff802c223a920, nt!TRIAGE_9F_POWER on Win7, otherwise the Functional Device Object of the stack
Arg4: fffffa800cdde390, The blocked IRP
BUGCHECK_STR:  0x9F
DEFAULT_BUCKET_ID:  WIN8_DRIVER_FAULT
PROCESS_NAME:  System
FAILURE_BUCKET_ID: [B]0x9F_3_cdrom_IMAGE_iaStorA.sys[/B]
CPUID:        "Intel(R) Core(TM) i7 CPU         860  @ 2.80GHz"
MaxSpeed:     2800
CurrentSpeed: [B]2793[/B]
  BIOS Version                  P01-A3
  BIOS Release Date             12/31/2009
  Manufacturer                  Acer
  Product Name                  Aspire M5811
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
**************************Tue Apr  2 17:42:48.147 2013 (UTC - 4:00)**************************
Loading Dump File [C:\Users\Owner\SysnativeBSODApps\040213-21590-01.dmp]
Windows 8 Kernel Version 9200 MP (8 procs) Free x64
Built by: [B]9200[/B].16496.amd64fre.win8_gdr.130108-1504
System Uptime:[B]0 days 4:16:52.829[/B]
*** WARNING: Unable to verify timestamp for GEARAspiWDM.sys
*** ERROR: Module load completed but symbols could not be loaded for GEARAspiWDM.sys
*** WARNING: Unable to verify timestamp for iaStorA.sys
*** ERROR: Module load completed but symbols could not be loaded for iaStorA.sys
Probably caused by :[B]iaStorA.sys[/B]
BugCheck [B]9F, {3, fffffa8008a73060, fffff803a887a920, fffffa800cdf6c60}[/B]
BugCheck Info: [B]Link Removed[/B]
Arguments: 
Arg1: 0000000000000003, A device object has been blocking an Irp for too long a time
Arg2: fffffa8008a73060, Physical Device Object of the stack
Arg3: fffff803a887a920, nt!TRIAGE_9F_POWER on Win7, otherwise the Functional Device Object of the stack
Arg4: fffffa800cdf6c60, The blocked IRP
BUGCHECK_STR:  0x9F
DEFAULT_BUCKET_ID:  WIN8_DRIVER_FAULT
PROCESS_NAME:  System
FAILURE_BUCKET_ID: [B]0x9F_3_cdrom_IMAGE_iaStorA.sys[/B]
CPUID:        "Intel(R) Core(TM) i7 CPU         860  @ 2.80GHz"
MaxSpeed:     2800
CurrentSpeed: [B]2793[/B]
  BIOS Version                  P01-A3
  BIOS Release Date             12/31/2009
  Manufacturer                  Acer
  Product Name                  Aspire M5811
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
**************************Sun Mar 31 15:55:42.244 2013 (UTC - 4:00)**************************
Loading Dump File [C:\Users\Owner\SysnativeBSODApps\033113-21668-01.dmp]
Windows 8 Kernel Version 9200 MP (8 procs) Free x64
Built by: [B]9200[/B].16496.amd64fre.win8_gdr.130108-1504
System Uptime:[B]0 days 1:32:07.927[/B]
*** WARNING: Unable to verify timestamp for GEARAspiWDM.sys
*** ERROR: Module load completed but symbols could not be loaded for GEARAspiWDM.sys
*** WARNING: Unable to verify timestamp for iaStorA.sys
*** ERROR: Module load completed but symbols could not be loaded for iaStorA.sys
Probably caused by :[B]iaStorA.sys[/B]
BugCheck [B]9F, {3, fffffa8008a3f060, fffff800d459a920, fffffa800cd5c200}[/B]
BugCheck Info: [B]Link Removed[/B]
Arguments: 
Arg1: 0000000000000003, A device object has been blocking an Irp for too long a time
Arg2: fffffa8008a3f060, Physical Device Object of the stack
Arg3: fffff800d459a920, nt!TRIAGE_9F_POWER on Win7, otherwise the Functional Device Object of the stack
Arg4: fffffa800cd5c200, The blocked IRP
BUGCHECK_STR:  0x9F
DEFAULT_BUCKET_ID:  WIN8_DRIVER_FAULT
PROCESS_NAME:  System
FAILURE_BUCKET_ID: [B]0x9F_3_cdrom_IMAGE_iaStorA.sys[/B]
CPUID:        "Intel(R) Core(TM) i7 CPU         860  @ 2.80GHz"
MaxSpeed:     2800
CurrentSpeed: [B]2793[/B]
  BIOS Version                  P01-A3
  BIOS Release Date             12/31/2009
  Manufacturer                  Acer
  Product Name                  Aspire M5811
¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨¨``
[/font]

3rd Party Drivers:
The following is for information purposes only.
Any drivers in red should be updated or removed from your system. And should have been discussed in the body of my post.

Code:

[font=lucida console]**************************Wed Apr  3 14:44:42.469 2013 (UTC - 4:00)**************************
[B]ASTRA64.sys                 Wed May  4 06:33:22 2005 (4278A4F2)[/B]
[B]wdcsam64.sys                Wed Apr 16 04:39:08 2008 (4805BB2C)[/B]
[B]AVer7231_x64.sys            Tue Aug 11 02:21:42 2009 (4A810DF6)[/B]
[B]HECIx64.sys                 Thu Sep 17 15:54:16 2009 (4AB293E8)[/B]
[B]PxHlpa64.sys                Tue Oct 20 14:08:42 2009 (4ADDFCAA)[/B]
[B]NBVol.sys                   Mon Nov 21 20:22:00 2011 (4ECAF938)[/B]
[B]NBVolUp.sys                 Mon Nov 21 20:25:20 2011 (4ECAFA00)[/B]
e1i63x64.sys                Wed Feb 29 22:25:14 2012 (4F4EEC1A)
GEARAspiWDM.sys             Thu May  3 15:56:17 2012 (4FA2E2E1)
fsbts.sys                   Mon May 14 07:03:07 2012 (4FB0E66B)
SYMEVENT64x86.SYS           Wed May 23 20:52:24 2012 (4FBD8648)
SYMNETS.SYS                 Fri Jul 20 22:07:07 2012 (500A0ECB)
Ironx64.SYS                 Mon Jul 23 20:34:50 2012 (500DEDAA)
EraserUtilRebootDrv.sys     Tue Jul 31 19:36:50 2012 (50186C12)
eeCtrl64.sys                Tue Jul 31 19:36:51 2012 (50186C13)
ccSetx64.sys                Thu Aug 16 17:18:11 2012 (502D6393)
IDSvia64.sys                Tue Aug 28 22:48:40 2012 (503D8308)
RtsUStor.sys                Wed Aug 29 05:48:15 2012 (503DE55F)
iaStorA.sys                 Sat Sep  1 21:01:24 2012 (5042AFE4)
dump_iaStorA.sys            Sat Sep  1 21:01:24 2012 (5042AFE4)
lvrs64.sys                  Mon Oct 22 22:11:24 2012 (5085FCCC)
lvuvc64.sys                 Mon Oct 22 22:12:08 2012 (5085FCF8)
intelppm.sys                Mon Nov  5 22:55:02 2012 (50988A16)
AtihdW86.sys                Wed Dec 12 12:20:30 2012 (50C8BCDE)
EX64.SYS                    Thu Dec 20 04:22:39 2012 (50D2D8DF)
ENG64.SYS                   Thu Dec 20 04:24:21 2012 (50D2D945)
LEqdUsb.Sys                 Thu Jan  3 03:12:57 2013 (50E53D89)
LHidEqd.Sys                 Thu Jan  3 03:12:59 2013 (50E53D8B)
LHidFilt.Sys                Thu Jan  3 03:13:04 2013 (50E53D90)
LMouFilt.Sys                Thu Jan  3 03:13:07 2013 (50E53D93)
RTKVHD64.sys                Tue Jan 15 11:51:52 2013 (50F58928)
SYMDS64.SYS                 Wed Jan 16 20:56:45 2013 (50F75A5D)
SYMEFA64.SYS                Fri Jan 18 19:31:37 2013 (50F9E969)
SRTSP64.SYS                 Fri Jan 25 16:26:16 2013 (5102F878)
SRTSPX64.SYS                Fri Jan 25 16:30:05 2013 (5102F95D)
atikmpag.sys                Tue Jan 29 14:37:59 2013 (51082517)
atikmdag.sys                Tue Jan 29 15:50:57 2013 (51083631)
netr28x.sys                 Mon Feb 18 17:48:30 2013 (5122AFBE)
BHDrvx64.sys                Sat Mar 16 01:18:38 2013 (514400AE)
[/font]

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garymmac221 · Apr 4, 2013

My comments are shown in orange - garymmac221

usasma said:
It looks like the system is crashing, probably on shutdown - which makes it impossible for it to resume as it never entered the power down state associated with sleep/hibernate.

Your BIOS dates from 2009. Please check at the manufacturer's website to see if there are any BIOS updates available for your system. Also check the readme file to see if they apply to the problems that you are having. Please be advised that flashing the BIOS is a very unforgiving process - and one mistake can physically damage your motherboard.
I checked with the Acer Support site and there are no updates pertaining to the power settings or sleep mode issues. Acer support is not of much help, they don't even list updates for Windows 8 for this computer

There are issues with the PS2 keyboard and mouse. If you are using a USB keyboard and mouse it's safe to disregard these errors.
I am using a wireless Logitech keyboard and mouse (usb)

This device is disabled. Is it deliberate? If so, why?
Microsoft Kernel Debug Network Adapter - I disabled this after researching several other forums and this was identified as causing many issues. However, it made no difference and I have re-activated it.

I'm also seeing video issues (STOP 0x116/0x117) and Power Down issues with the CD-ROM driver (STOP 0x9F) in the WER Section of MSINFO32. The most recent one's are the power down issue with the CD-ROM driver.

Please remove the Western Digital software as it is known to cause problems with Windows systems.REMOVED

Please uninstall the Nero stuff - as it's older and it has storage filter drivers (which may be involved in the power down crashes). REMOVED
Please update the Intel Management Engine software for the same reason.

Please uninstall the Astra System Information tool as it's just too old for Win8.REMOVED

Please update these older drivers. Links are included to assist in looking up the source of the drivers. If unable to find an update, please remove (un-install) the program responsible for that driver. DO NOT manually delete/rename the driver as it may make the system unbootable! :

UNINSTALL:
ASTRA64.sys Wed May 4 06:33:22 2005 (4278A4F2)
ASTRA32 - Advanced System Information Tool
Link Removed
REMOVED

UNINSTALL:
wdcsam64.sys Wed Apr 16 04:39:08 2008 (4805BB2C)
Western Digital SCSI Arcitecture Model (SAM) WDM driver[br]2008 driver version has known BSOD issues in Win7
Link Removed
All WD software was un-installed, and this driver still remains. The only way I see to remove it is to delete the file(s)

UPDATE:
AVer7231_x64.sys Tue Aug 11 02:21:42 2009 (4A810DF6)
AVerMedia 7231 capture service
Link Removed
Unable to find the correct driver, as I can't figure out the correct search parameters.

UPDATE:
HECIx64.sys Thu Sep 17 15:54:16 2009 (4AB293E8)
Intel Management Engine Interface
Link Removed
Unable to find software or drivers to update with

UNINSTALL:
PxHlpa64.sys Tue Oct 20 14:08:42 2009 (4ADDFCAA)
Sonic CD/DVD driver (used by many different CD/DVD programs)
Link Removed
There is no Sonic software installed, so the only way I see to removed this driver is to delete the file(s)
UNINSTALL:
NBVol.sys Mon Nov 21 20:22:00 2011 (4ECAF938)
Nero Backup Volume Filter Driver
Link Removed
REMOVED

UNINSTALL:
NBVolUp.sys Mon Nov 21 20:25:20 2011 (4ECAFA00)
Nero Backup Volume Upper Filter Driver
Link Removed
REMOVED

usasma · Apr 5, 2013

Do not delete the driver files! In particular, I've tried deleting the PxHlpa64.sys driver and it made the system unbootable!
If necessary there are methods to safely remove drivers like this - but I try to not use them unless the driver is suspected as a primary cause of the BSOD's.

Here's a link for the latest Intel Management Engine drivers: Link Removed.

The Avermedia thing is likely to be a TV capture program. The easiest place to get a more current version would be the Acer website - but you note that they don't support Win8 for this system. As such I'd suggest uninstalling the TV capture program from your system. If unable to locate it, let's just leave it be for now and see what happens.
EDIT: I had a look around the AverMedia website and couldn't find Win8 drivers for anything similar to what you have. I suspect that it's not compatible with Win8 and you should remove the software and disable the device (in the BIOS if possible).

Now we wait for further BSOD's. In general, it you go a week without any, then it's probably fixed. If you go 2 weeks, then it's likely to be fixed.

garymmac221 · Apr 5, 2013

I will update the Intel Management Engine. The Avermedia is is the PCI TV tuner card, which I do not use anyway so I have disabled it in Device Manager but will also see if it is showing up in the BIOS. I will run it for a few days to see if the issue is solved.

garymmac221 · Apr 5, 2013

Just an update on the Intel Management Engine install. Unable to install, received error message "This computer computer does not meet minimum standards for installing this software."

usasma · Apr 7, 2013

See if there's a version available from the PC Manufacturer's website for Windows 8.

Could you please provide the exact link that you used to download the Management Engine?

garymmac221 · Apr 7, 2013

This is the link that I was directed to after a lot of searching on Intel's site:
https://downloadcenter.intel.com/co...g=eng&Dwnldid=22597&keyword=management+engine

Acer has no support for Windows 8, in fact their support is poor at the best of times.

usasma · Apr 7, 2013

Try the second one on this page: https://downloadcenter.intel.com/SearchResult.aspx?lang=eng&keyword=management+engine&DwnldID=22597

If it doesn't work, then try the first one.

garymmac221 · Apr 7, 2013

Tried both and still get the same error. "This computer computer does not meet minimum standards for installing this software."Both of these refer to the drivers being specific to an Intel Desktop Boards. According to info on my Acer, the motherboard is manufactured by Acer but uses the Intel chipset. Would this make any difference?

usasma · Apr 8, 2013

After a long and fruitless search of the Intel website it appears that the Management Engine for the Intel 5 series chipset isn't being supported in Windows 8. The latest version is listed as being Win7 compatible: https://downloadcenter.intel.com/Detail_Desc.aspx?lang=eng&DwnldID=18532

Try installing it in compatibility mode for Win7 and see if that works.
If it doesn't, then I'd have to suspect that your system isn't compatible with Win8 - and would suggest a downgrade to Win7

Good luck!

garymmac221 · Apr 8, 2013

This one installed without any issues on the first try without using the Widows 7 compatibility mode. I will monitor it for a few days to see what happens and post a final update then.
Lesson Learned: I ran the Windows 8 compatibility check before I installed Windows 8 and everything was reported as good. I even went so far as to install a second hard drive and installed Windows 8 to that, and maintained a dual-boot system with Windows 7 until I was confident it would work properly. Everything worked fine so I made the decision after a month to replace the Windows 7 installation with Windows 8. This turned out to be big mistake and as you suggest, I may have to go back to Windows 7. Our only difference of opinion here as I would call it upgrading to Windows 7, not downgrading.
Gary

garymmac221 · May 22, 2013

After installing the Intel Management Engine driver, my computer has worked fine since. No issues with not being able to wake from sleep mode. However, there were numerous MS Windows updates at about the same time, so it is not a 100% chance this is what solved the problem. One more problem cropped after this and it was the fact something kept waking my computer up from SLEEP mode. After a lot of searching, it turned out to be a USB Root Hub that my wireless Logitech mouse was using. The only way to resolve the issue was to disable the disable the mouse by going into the Power Options - Advanced Settings - USB settings and suspend (disable the mouse). Although I can no longer wake my computer from sleep with the mouse, it works fine.
One area that can be eliminated is with the Western Digital Smartware backup program. I re-installed and it had no effect on my system.

Windows 8 Unable to wake up computer from sleep mode

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