3 Replies Latest reply on Jan 8, 2016 9:48 AM by allan_intel

    Intel software (drivers) keep preventing my laptop from sleeping/shutting down properly.


      My laptop is a year old by now. It originally came with Windows 8.0 (Instantly upgraded to 8.1). And it ran just fine. It also ran fine after upgrading to Windows 10 in August. However ra few weeks ago, after upgrading my drivers, a problem occured:


      Whenever I try to put my laptop to sleep or shut it down, regardless of the method, it will not complete the task. It will turn the screen off, but the hard drive keeps on going and the power indicator light remains active. Afterwards I cannot start the machine anymore - the power button does not function and I need to hold it down to force a shutdown and then start it again.


      Why do I think this is Intel related? This issue started happening after upgrading a set of drivers, which included Intel HD Graphics driver. Also, when I disable the Intel driver under Device Manager, the problem worsens as then the screen will not shut off. It will "glow black". It leaves me to assume that the Intel driver has to be related to the issue.


      At this point I have even tried a clean image on Windows. However after reinstalling Windows and starting the machine fresh, Windows Update popped up and took care of that the problem came back again.

      I have tried uninstalling all Intel drivers and re-installing them to the freshest ones available on Dell (note: Intel update cannot detect my driver and I cannot update it here), I have tried rolling back the driver with no results. The rolled-back version took me back to a 17.07.2015 version, and despite the fact my computer worked back then, it will not work with that version anymore.


      I have no idea what I should try to do in this situation so if anyone has any idea how to help, please do!

      Thanks in advance for any advice!



      System Information


      Model Number: CKWF602 (Product Support | Dell US)

      OS NameMicrosoft Windows 10 Home
      Version10.0.10586 Build 10586
      Other OS DescriptionNot Available
      OS ManufacturerMicrosoft Corporation
      System NameDESKTOP-RNASJCG
      System ManufacturerDell Inc.
      System ModelInspiron 5547
      System Typex64-based PC
      System SKU063F
      ProcessorIntel(R) Core(TM) i7-4510U CPU @ 2.00GHz, 2601 Mhz, 2 Core(s), 4 Logical Processor(s)
      BIOS Version/DateDell Inc. A08, 13.07.2015
      SMBIOS Version2.7
      Embedded Controller Version1.01
      BIOS ModeUEFI
      BaseBoard ManufacturerDell Inc.
      BaseBoard ModelNot Available
      BaseBoard NameBase Board
      Platform RoleMobile
      Secure Boot StateOn
      PCR7 ConfigurationBinding Not Possible
      Windows DirectoryC:\Windows
      System DirectoryC:\Windows\system32
      Boot Device\Device\HarddiskVolume1
      Hardware Abstraction LayerVersion = "10.0.10586.0"
      Time ZoneFLE Standard Time
      Installed Physical Memory (RAM)8,00 GB
      Total Physical Memory7,88 GB
      Available Physical Memory5,62 GB
      Total Virtual Memory9,76 GB
      Available Virtual Memory7,35 GB
      Page File Space1,88 GB
      Page FileC:\pagefile.sys
      Hyper-V - VM Monitor Mode ExtensionsYes
      Hyper-V - Second Level Address Translation ExtensionsYes
      Hyper-V - Virtualisation Enabled in FirmwareYes
      Hyper-V - Data Execution ProtectionYes


      NameIntel(R) HD Graphics Family
      PNP Device IDPCI\VEN_8086&DEV_0A16&SUBSYS_06401028&REV_0B\3&11583659&0&10
      Adapter TypeIntel(R) HD Graphics Family, Intel Corporation compatible
      Adapter DescriptionIntel(R) HD Graphics Family
      Adapter RAM1,00 GB (1 073 741 824 bytes)
      Installed Driversigdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll,igd12umd64.dll,igdumdim32,igd10iumd32,igd10iumd32,igd12umd32
      Driver Version10.18.15.4256
      INF Fileoem8.inf (iHSWM_w10 section)
      Colour PlanesNot Available
      Colour Table Entries4294967296
      Resolution1366 x 768 x 60 hertz
      Memory Address0xB0400000-0xB07FFFFF
      Memory Address0xC0000000-0xCFFFFFFF
      I/O Port0x00005000-0x0000503F
      IRQ ChannelIRQ 4294967290
      Driverc:\windows\system32\drivers\igdkmd64.sys (, 6,09 MB (6 389 688 bytes), 18.07.2015 1:36)


      NameAMD Radeon R7 M265
      PNP Device IDPCI\VEN_1002&DEV_6900&SUBSYS_06401028&REV_00\4&102D2EEE&0&00E4
      Adapter TypeAMD Radeon Graphics Processor (0x6900), Advanced Micro Devices, Inc. compatible
      Adapter DescriptionAMD Radeon R7 M265
      Adapter RAM(2 147 483 648) bytes
      Installed Drivers



      Driver Version15.200.1045.0
      INF Fileoem6.inf (ati2mtag_Topaz section)
      Colour PlanesNot Available
      Colour Table EntriesNot Available
      ResolutionNot Available
      Bits/PixelNot Available
      Memory Address0xA0000000-0xAFFFFFFF
      Memory Address0xB0000000-0xB01FFFFF
      I/O Port0x00003F00-0x00003FFF
      Memory Address0xB09C0000-0xB09FFFFF
      IRQ ChannelIRQ 4294967286
      Driverc:\windows\system32\drivers\atikmpag.sys (, 665,03 KB (680 992 bytes), 31.07.2015 23:47)