Spin freeze if screen goes off / No wakeup from energy safe mode Spin SP513-52N

me_lon
me_lon Member Posts: 17 Troubleshooter
edited August 2021 in Swift and Spin Series
hey there
my sister gave me her Spin SP513-52N and wow, a nice device. If only the problem of resume from energy safe mode wouldn't be:

My Energy Plan is set to 1 min. for screen of and 5 min. for going into "save energy". Sometimes this works and the blue LED changes to blinking orange. Sometimes it does not and it stays blue, fans are running, keyboad lights respond for a while and screen is black. No keys show any reaction although. Only a hard reset is possible. In this state i can not ping the device over network and additional screens over hdmi don't show anything.

So far i tried this:
  • No difference if on battery or ac
  • Battery Reset on pin hole
  • changed all drivers, updated firmwares & bios
  • installed a clean windows
  • i disabled all components which are not necessary (PCI controller, USB, Audio, Bluetooth, wifi, etc.)
  • Event logs show nothing, only afterwards sth about "system not shutting down properly..."
  • FastBoot in BIOS off, VTX/VTD disabled
  • Hybrid Standby on/off
  • tried all PCI Express connection Energy stuff options
  • New and old drivers for Intel UHD 620
  • Secure Boot on/off
  • windows core isolation on/off
If i delete all drivers for Intel UHD 620 the problem doesn't occur, but thats not a solution. So i thing its related to the display adapter, which is also the case for many other people out there. just google "Intel UHD 620/630 Black screen sleep / wakeup / resume" and you see it's a common problem, not only acer-related but also on linux machines.

A workaround is, to set "screen of" to "never" and just go imedietly into "save energy"

If i press the Sleep Key (zZ) or close the lid, everything works just fine.
It makes me angry that i cannot reproduce the problem consistently, sometimes it works, sometimes not. I had one case where the problem always persists if bluetooth was off. When bluetooth was on, everything worked, about 7 times. Than again it freeze with bluetooth on

Is there any help out there?

Info:
Microsoft Windows 10 Home
Version    10.0.19043 Build 19043
Systemmodel    Spin SP513-52N
CPU Intel(R) Core(TM) i5-8250U CPU @ 1.60GHz, 1800 MHz, 4 Kern(e), 8 logische(r) Prozessor(en)
BIOS-Version/-Date    Insyde Corp. V1.15, 18.04.2019
SMBIOS-Version    3.0
Version of INtegrated Controllers    1.09
BIOS-Mode    UEFI
RAM    8,00 GB
 C:\pagefile.sys 1,88GB
Kernel-DMA-Protection Off

Thread was edited to add model name to the title


Answers

  • billsey
    billsey ACE Posts: 34,601 Trailblazer
    What apps are installed? Often that type of behavior is not cause by the display drivers but by an app that interacts with the display. It doesn't sleep correctly so it can't wake up.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • me_lon
    me_lon Member Posts: 17 Troubleshooter
    did you read my point about clean windows?
    There are only the default apps installed
  • billsey
    billsey ACE Posts: 34,601 Trailblazer
    "Clean Windows" can mean much different things to different people. Typically it's used to say they installed the base Windows load without the Acer specific apps, but can also include things like an office suite or antivirus or whatever they use as their default starting point. So ... which version of the Intel drivers are you using? The ones form the Acer website or the ones from the Intel website?
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • me_lon
    me_lon Member Posts: 17 Troubleshooter
    a clean windows means I used the default home iso and removed all the unnecessary apps which are installed by Microsoft. the problem persists in every case.

    the drivers I checked were the ones from acer and 4 from official Intel website. the oldest (26.xxx), the latest (30.xxx) and 2 in between (sth about 27.xxx). all the same behaviour
  • Easwar
    Easwar Member Posts: 6,727 Guru
    Hi me_lon,

    Did you try to do reset. 
  • billsey
    billsey ACE Posts: 34,601 Trailblazer
    OK, so it's a modified clean installation, which MS apps do you remove after the clean install? Intel just had me do another driver update on my newer Spin, still version 30, but a newer build.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • me_lon
    me_lon Member Posts: 17 Troubleshooter
    Easwar said:
    Hi me_lon,

    Did you try to do reset. 

    please read my post.
    billsey said:
    OK, so it's a modified clean installation, which MS apps do you remove after the clean install? Intel just had me do another driver update on my newer Spin, still version 30, but a newer build.
    it doesn't matter which apps i remove bc the problem still exists, right after windows installation, with or without removing or installing any apps.

  • billsey
    billsey ACE Posts: 34,601 Trailblazer
    Under advanced power options when editing a power plan, what is the drive configured for? Is it allowed to turn off before the systems sleeps?
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • me_lon
    me_lon Member Posts: 17 Troubleshooter
    billsey said:
    Under advanced power options when editing a power plan, what is the drive configured for? Is it allowed to turn off before the systems sleeps?

    I tried all of the power plan's options, even the drive settings. no change.

    did I mention that it's display-related? the system already hangs/display keeps beeing black if "screen off after x min" gets executed
  • Easwar
    Easwar Member Posts: 6,727 Guru
    Hi me_lon,

    It's looking like hardware issue so better to contact acer tech support,

    https://www.acer.com/worldwide/