HD graphics 520 / Unable to go to sleep mode

[idata]

Hi,

I have a Acer Aspire V3-575G since 4 months, i5 6200U Skylake + HD Graphics 520 / Win10.

When I try to go to sleep mode, hibernate, or enabling the "quick start" mode, the screen goes black, the keyboard remains lit and the PC runs...til I hard-shutdown it.

When I disable the HD Graphics card, all these functions are ok...

I tryed to uninstall/reinstall the card

I tryed to update/reinstall the latest Intel VGA drivers from Acer (10.18.15.4248)

I did the same with the latest from Intel (20.19.15.4380)

the problem is still here !

Also, sometimes when surfing with Firefox, the driver crashes or black lines appear on the screen.

Should I try the beta drivers, or just wait Acer publishes new ones for my laptop ?

Thanks!

[idata]

Hello, YannS:

By disable you mean, accessing the device manager, display adapters, right click and disable?Or uninstalling the drivers from your device?This can be related to the power options or a process related to the graphics driver avoiding the system to go to sleep mode.Additionally, have you opened a case with Acer support? http://customercare.acer.com/customercare/Default.aspx# _ga=1.191253737.2146639940.1461627247 http://customercare.acer.com/customercare/Default.aspx# _ga=1.191253737.2146639940.1461627247Chances are they are aware of this scenario and other troubleshooting can be available from their end.I look forward to hearing from you.Regards,Esteban C

[idata]

Hi Esteban,

By disable, I mean Device manager > HD graphics > right click > disable.

I looked at different power options in the device manager and in Hd graphics platform...haven't found anything..

I open a support case at Acer this day.

thanks

[idata]

Hello, YannS:

Thank you for your answer on this.This seems like an issue with the power options and Intel® HD Graphics driver, lets wait for the answer from your OEM.Please keep us posted.Regards,Esteban C

[idata]

Hello,

Well.. Acer support just told me to recover my W10..

I don't know if it's the good way, because my laptop is unable to sleep since I start it the first time. Even when I bought it with its fresh install from Acer...

I told them that I'd rather wait for a new driver.

Yann

[idata]

The drivers below were just released, have you tested them?

https://downloadcenter.intel.com/download/25948/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=88355 https://downloadcenter.intel.com/download/25948/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-40-?product=88355

I look forward to your experience with these drivers.Regards,Esteban C

[idata]

Hello, YannS:

Thought I would just check in and find out if you were able to test your system with the drivers provided previously.I look forward to hearing from you.Regards,Esteban C

[idata]

Hello Esteban,

I was unable to access the website these days...

So, I updated the driver with the latest one : the PC sleeps ! But... the keyboard remains lit and I'm unable to wake it up !

It's a different cause, but the same consequence : I can't go to sleep mode..

[idata]

Thank you for your answer YannS, in this case it would be better to contact the manufacturer of your device, I know that you already did but now we have more input for them to know and take into consideration.

*We have tested the generic drivers from Intel, the issue is present.*The drivers from the OEM were installed and the issue remained.*The problem in here is the system not going to sleep and the keyboard staying "up", so chances are that the communication between the driver and the hardware (in this case the keyboard lights) is not working fine.The generic drivers are not created for specific devices, meaning that they are developed or created thinking about how graphics work only, not related to other components like the keyboard in this case.You can let them know that you have tried all these drivers, when this started and the behavior of your system as of now, so they can provide you with further support or even a driver fix.They also have communities support: http://community.acer.com/t5/Acer-Community/ct-p/en?profile.language=en&stoprd=true http://community.acer.com/t5/Acer-Community/ct-p/en?profile.language=en&stoprd=trueTheir contact support information: http://www.acer.com/ac/en/US/content/service-contact http://www.acer.com/ac/en/US/content/service-contactIt would be good to have feedback from you once the support is provided by them so other peers that could face this issue get the troubleshooting or fix for this.Regards,Esteban C

[idata]

Hello, YannS:

Thought I would just check in and find out if you were able to resolve this problem after contacting your system's manufacturer.I look forward to hearing from you.Regards,Esteban C