My XPS 8920 goes to sleep and won't wake up

Reboot and IMMEDIATELY press F2 to open BIOS setup. Look for the USB Wake Support option and set it to Enabled (Disabled by default).

Do NOT change anything else in BIOS setup, but be sure to save the change you made to USB Wake before exiting setup.

Does that solve the problem?

Thank you for your message.

This could happen due to the fact that the USB wake from sleep is disabled in BIOS by default.

To resolve this issue boot to the BIOS.

1. Press rapidly at the key while the system starts up to boot to the BIOS

2. Navigate to Advance along the top menu

3. Go down to Power Options

4. Then USB Wake

5. Change the option from disabled to enabled

6. Exit saving your changes and boot back into Windows

If the issue persists, please click on my Dell username & send a private message with the service tag, registered name & email address.

Richard-  Please continue this discussion here not via PM, so everyone can benefit from your thread. - Thanks...

Back to the problem...

• Is this a new problem or has it been like this since you received the PC?
• Did you recently install the Win 10 Fall Creators Update?
• Sure you saved the change to USB Wake before exiting BIOS? You should check to see if that setting is still Enabled this way: Power off and unplug PC. Press/hold power button for ~15 sec. Now plug in and power on again. Immediately press F2 to open BIOS setup. Is USB Wake still enabled?

If that setting is NOT enabled, you may need a new motherboard battery. If it IS enabled, let's look at a few other things...

1. Open Device Manager
2. Expand the list under USB.
3. Double-click on a USB root hub and then click its Power Management tab
4. UNcheck the box "Allow PC to turn off..."
5. Repeat for all root hubs
6. Now expand list under Human Interface Devices (HID) in Device Manager
7. Double-click each entry and look for a Power Management tab (only some have it)
8. UNcheck that same box "Allow PC to turn off..."
9. Reboot

If none of that solves the problem, we can discuss some additional changes to the Windows Power plan, but lets do one thing at a time. Let us know either way...

Nope, tried all of the above and tower shut off unexpectedly again as if in sleep.  Move the USB wireless mouse and it appears to wake up, but no screen and the USB backlit keyboard is dark and won't wake up and the monitor remains dark  Moving the USB keyboard to various port seems to show all the USB ports are off.  Again, hard shut down and reboot solves the problem until the next time.

You're not making this easy...

Has this always been a problem or is this something recent?

Did you check to be sure the USB Wake Support option is still enabled in BIOS setup using the method I described in my previous post? What version of BIOS is installed?

"Tower shut off unexpectedly" is NOT the same as PC going to sleep. So is it actually crashing rather than either going to sleep or hibernating? Were you actively using it when this happened or was it idle?

Open Windows Event Viewer and look for error messages around the time of the last "unexpected" shut off and the "wake" that followed.

I presume the monitor is connected to an add-in video card. What port Is monitor connected to on PC? What video card do you have?

Did you recently get an automatic Intel HD Graphics video driver update via Dell SupportAssist or Windows Update? There was a bug in a recent Intel driver which prevented the video from turning on or causing weird distortions after waking. Some users fixed that problem by rolling back the Intel driver in Device Manager. And Intel may have released a fixed version by now.

Start with this:

Open the Windows Power Options screen and identify the active power plan. Click link to change power plan settings. On next screen, click link for Advanced options (NOTE: exact route may vary depending on version and update of Win 10, but you want to get to the Advanced options screen.)

On Advanced screen:

Select Sleep in list at left and DISABLE Hybrid Sleep

Select USB and DISABLE USB selective suspend

Select PCI Express and set Link State Power Management to OFF

Click OK

Click Save changes on next screen and reboot

If this doesn't help, we'll try something. And there's a SLEDGE HAMMER. :emotion-5:

OK, whole story.  This is an XPS 8920 with hybrid drive, about one month old.  Issues that even Premier Plus status didn't satisfactory resolve (couldn't create a recovery drive for instance) led me to do a factory restore.  During the update after reinstall, it was updated to Windows 10, 1709.  the issue may have arisen since.  The BIOS is 1.0.10, a flash install by Dell techs (remember Premier Plus?)  OK, the problem occurs at idle.  Dells tech's answer was put Screen turnoff to "Never and computer turn off to "Never".  This didn't work.  As to whether "shut down" or "turn off", this is what happens.  I find the screen dark and the power lite flashing slowly.  I push the button or perhaps the mouse is moved, the system drive obviously starts up, the power button goes to yellow, then solid white, as if on, but it appears the screen is not 'on", and the keyboard backlite is off indicating no power to the keyboard..  The mouse does nothing.  In fact there is no evidence any of the USB ports are active.  So, no way to wake up anything.  The video card is a Nvidia 1060 with a display port hookup.  RAM is at present 32 Gb.  This the most accurate depiction of the problem I can give, except since changing the USB wakeup support to enabled, it has always been at that state every time I boot via F2.  Every time.  Every time I check what I have changed according to instructions here has remained changed, I have checked.  Ok, having gotten that straight I will work on these suggestions and let you know what happens.

Oh...So you're finally giving us the whole story...

Did you install the latest drivers for this PC after Windows updated itself to 1709?  Amongst other stupid things, 1709 may have installed a botched Intel HD Graphics driver which can prevent the monitor from waking up from sleep or it may cause strange patterns on the screen after waking up.

So if my suggestions to change the advanced Power Options settings don't help, you should go to Dell's support page and update the drivers. Update the Intel HD Graphics driver first and reboot. See if that solves the problem.  Intel HD driver here:

www.dell.com/.../driversdetails

If that doesn't help, update the Intel Chipset driver, Intel Management Engine, and NVidia video driver...

(You still need USB Wake Support enabled in BIOS, so don't undo that change.)

Any updates..?