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Not waking from sleep (hanging)

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I've recently had to change graphics card and reinstall windows.  I am on the latest windows 10 (20h2) with all updates as of now.  I have a radeon 5500 XT with the latest (microsoft certified) driver.  True image 2021 build 32010

In general I can put my pc to "sleep" and then wake it up with the keyboard fine.

However if I leave it sleeping overnight, and set my morning backup to "wake sleeping computer" - I find that the computer is on but unresponsive.  It needs a hard reset.

I guess for a fair test i have to leave the pc sleeping all night and see if i can manually wake it, in case it's nothing to do with how ATI tries to wake.  But in the meantime has anyone here had issues with sleep/waking and managed to resolve ?

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Alan, open your Power scheme settings and ensure that you have the 'Wake timers' enabled as required for ATI to be able to wake your sleeping PC. This is working fine for my own PC's.

Thanks for your reply Steve.  The wake timers are enabled.  The computer does *try* to wake up but then hangs.

I guess for a fair test i have to leave the pc sleeping all night and see if i can manually wake it, in case it's nothing to do with how ATI tries to wake. 

If the wake timers are enabled then I think your test above would be the next step here Alan.

You could look at the Windows Event logs for evidence of any attempt to wake the PC too.

See webpage: How to See Wake Source in Windows 10 - which has some useful information in this area.  See the linked webpage: How to View Active Wake Timers in Windows 10 - with related information.

I see the following using the powercfg commands on my laptop with backups waking up on schedule.  The lastwake was done by pressing a key rather than a scheduled task.

Microsoft Windows [Version 10.0.19042.610]
(c) 2020 Microsoft Corporation. All rights reserved.

C:\WINDOWS\system32>powercfg lastwake
Wake History Count - 1
Wake History [0]
  Wake Source Count - 1
  Wake Source [0]
    Type: Fixed Feature
    Power Button

C:\WINDOWS\system32>powercfg -waketimers
Timer set by [SERVICE] \Device\HarddiskVolume6\Program Files (x86)\Common Files\Acronis\Schedule2\schedul2.exe (AcrSch2Svc) expires at 07:59:00 on 02/11/2020.

C:\WINDOWS\system32>

Alan, are you sure the PC is hung? Since the change is the graphics card, could it be that you are just not getting display?

Do you have any other graphics display of any kind attached to the PC on another graphics port such as an HDMI to a television or projector perhaps?

Thanks guys for your comments.  I did leave my pc sleeping for a while, and restarting by wiggling the mouse produced exactly the same "hang" as when acronis tries to wake in the morning, so i was wrong to blame acronis as it is a more general problem with my pc.

I will follow the links suggested above thanks, and yes BrunoC good point I guess it could be my pc is trying to output to the onboard graphics card on waking up, i'll check it is completely disabled in the BIOS.

hi folks an update. 

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C:\Windows\system32>powercfg lastwake
Wake History Count - 1
Wake History [0]
  Wake Source Count - 0

C:\Windows\system32>powercfg -waketimers
Timer set by [SERVICE] \Device\HarddiskVolume3\Program Files (x86)\Common Files\Acronis\Schedule2\schedul2.exe (AcrSch2Svc) expires at 00:00:59 on 05/11/2020.

Timer set by [PROCESS] \Device\HarddiskVolume3\Windows\SystemApps\Microsoft.Windows.StartMenuExperienceHost_cw5n1h2txyewy\StartMenuExperienceHost.exe expires at 02:48:05 on 05/11/2020.

C:\Windows\system32>

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Yes I am sure the PC is hanging rather than outputting video via the onboard card - the keyboard is also frozen - pressing CAPS LOCK or NUM LOCK has no effect on the indicator lights, normally these would change to reflect the new state.

I do have a bigger problem in that even a shutdown (with "fast startup" enabled) the computer has difficulty restarting from!  I had to keep resetting 4 or 5 times this morning to get the thing to POST and boot.  Hopefully a full shutdown (shift + shutdown) should work OK.

Anyway I won't take up more of anyone's time - this is clearly an issue nothing to do with Acronis True Image. 

Thanks for your help

Alan

 

Alan, since the new graphics card is the hardware change, are you able to remove the card and then run off motherboard default video?

Second thing to think about is your PSU and whether it is providing what is required for the new Radeon 5500 XT.

Good luck. Hope you get it solved soon.

While rolling out Acronis Cyber Protect to our organisation this *exact* behavior also happened to two of our laptops.

Activating sleep mode in any way would put the device in a coma that only a hard reset could get it out from. sometimes even needing several. even closing the lid while in a dock would put it in said coma. And one of the devices was incredibly slow.

The problem seems to have been that there were two instances of Acronis Cyber Protect on the devices. Removing it in the online admin console and then on the device itself. made the device function properly again. I did all updates possible and then reinstalled the agent.