Suspend mode issues in Vista SP1 32bit

  • Thread starter Thread starter Adam Raff
  • Start date Start date
A

Adam Raff

Good Day,

I just got a new computer a Dell XPS 630I with Vista Ultimate SP1 32bit
system

After a few minor issues I have cleaned up most of the little issues but I
still have a suspend/sleep problem

I have a webcam linked to my monitor and some USB ports as well which are
part of the monitor. When my system goes to sleep (not hibernate) some
things do not come back up. My mouse seems to work but my keyboard lights
up but then nothing works. Both mouse and keyboard are plugged into the
back of the system. Also my bluetooth device seems to fail and the driver
unloads as well when woken up.

I have done the following so far.

I have reimaged the system and made sure that no MS drives were downloaded
via windows update.
Have updated the system with all the latest security updates
I have used updated drives as well as made sure that the BIOS is up to date

I have received the following BSOD as well once Driver_Power-State_Failure
as well but have not had that one back since updated the webcam driver.

I have looked at setting in the power but not sure if that is an issue. I
made sure that drives do not go to sleep.

Any Help would be a greatly appreciated as dell is not helping much in this
matter.

Adam Raff
 
Hi Adam,

Thank you for the post.

First please make sure you have installed Windows Vista SP1.

If so, please contact your local Microsoft Customer Service
(http://www.microsoft.com/worldwide/) to obtain the following 5 hotfixes
and install them:

(957719) USB devices may not function correctly after a computer that is
running Windows Vista SP1 or Windows Server 2008 resumes from hibernation
http://support.microsoft.com/kb/957719/en-us

(948278) After you resume a Windows Vista-based computer from standby, a
bus driver is not loaded as expected, and error code 38 is reported
http://support.microsoft.com/kb/948278/en-us

(961317) The USB audio driver may cause the computer to crash on a Windows
Server 2008-based or Windows Vista-based computer that has a USB driver
installed
http://support.microsoft.com/kb/961317/en-us

(948643) A USB device no longer works on a Windows Vista-based computer
after you resume the computer from standby (S3) or from hibernation (S4)
http://support.microsoft.com/kb/948643/en-us

(949537) When you try to put a Windows Vista-based computer into
hibernation (S4), and the computer has multiple USB devices connected to
it, the computer stops responding
http://support.microsoft.com/kb/949537/en-us

If the issue persists, I suggest referring to the suggestions in the
following article to troubleshoot the issue:

How to troubleshoot USB device problems that may occur after a portable
computer that is running Windows Vista resumes from sleep or from
hibernation
http://support.microsoft.com/kb/953367/en-us

Please try the suggestions above and provide me with an update at your
earliest convenience. If anything is unclear, or if you have any questions
or concerns regarding the issue, feel free to let me know.

Sincerely,
Tim Quan
Microsoft Online Community Support

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Hi Tim,

Thank You so much for helping out. Yes I do have SP1 as that is the first
thing that I checked for. Dell has been little to know help in this matter.
Some of the errors look fimalir and I will double check them when I get home
from work.

Do you want me to install all of them per your directions or just the few
that resemble the errors that I am getting in event log.?

Since these are hotfixes do you want me to insall one at a time then test to
see if the issue has gone away per hotfix?

Or just install all of them and then go from there.

Thanks
Adam Raff




"Tim Quan [MSFT]" said:
Hi Adam,

Thank you for the post.

First please make sure you have installed Windows Vista SP1.

If so, please contact your local Microsoft Customer Service
(http://www.microsoft.com/worldwide/) to obtain the following 5 hotfixes
and install them:

(957719) USB devices may not function correctly after a computer that is
running Windows Vista SP1 or Windows Server 2008 resumes from hibernation
http://support.microsoft.com/kb/957719/en-us

(948278) After you resume a Windows Vista-based computer from standby, a
bus driver is not loaded as expected, and error code 38 is reported
http://support.microsoft.com/kb/948278/en-us

(961317) The USB audio driver may cause the computer to crash on a Windows
Server 2008-based or Windows Vista-based computer that has a USB driver
installed
http://support.microsoft.com/kb/961317/en-us

(948643) A USB device no longer works on a Windows Vista-based computer
after you resume the computer from standby (S3) or from hibernation (S4)
http://support.microsoft.com/kb/948643/en-us

(949537) When you try to put a Windows Vista-based computer into
hibernation (S4), and the computer has multiple USB devices connected to
it, the computer stops responding
http://support.microsoft.com/kb/949537/en-us

If the issue persists, I suggest referring to the suggestions in the
following article to troubleshoot the issue:

How to troubleshoot USB device problems that may occur after a portable
computer that is running Windows Vista resumes from sleep or from
hibernation
http://support.microsoft.com/kb/953367/en-us

Please try the suggestions above and provide me with an update at your
earliest convenience. If anything is unclear, or if you have any questions
or concerns regarding the issue, feel free to let me know.

Sincerely,
Tim Quan
Microsoft Online Community Support

==================================================
Get notification to my posts through email? Please refer to
http://msdn.microsoft.com/subscriptions/managednewsgroups/default.aspx#notif
ications.

With newsgroups, MSDN subscribers enjoy unlimited, free support as opposed
to the limited number of phone-based technical support incidents. Complex
issues or server-down situations are not recommended for the newsgroups.
Issues of this nature are best handled working with a Microsoft Support
Engineer using one of your phone-based incidents.
==================================================

This posting is provided "AS IS" with no warranties, and confers no
rights.
Click to expand...
 
I just wanted to let you know the following as I installed the updates

948278 Does Not apply
949537 Does Not apply
948643 Does not apply
957719 Installed
961317 Installed

I will test tonight and see what happens. If you have any idea why the
other three would not install please let me know.

Thanks
Adam Raff
 
Tim,

After a few days of testing it happened again. Last night when I got home
from work my hit my space bar for my keyboard and the system came up. My
mouse did not work and I tried a few other things. I unplugged my mouse
from the usb port and plugged it back in with no luck. When I unplugged my
keyboard as well it and plugged that in that would not work. It looked to
me that the whole USB subsystem plug and play just stopped working. I
rebooted by holding the On/Off button down and when it came back up
everything worked fine. Another ideas would be appreciated.

Adam Raff


"Tim Quan [MSFT]" said:
Hi Adam,

Thank you for the post.

First please make sure you have installed Windows Vista SP1.

If so, please contact your local Microsoft Customer Service
(http://www.microsoft.com/worldwide/) to obtain the following 5 hotfixes
and install them:

(957719) USB devices may not function correctly after a computer that is
running Windows Vista SP1 or Windows Server 2008 resumes from hibernation
http://support.microsoft.com/kb/957719/en-us

(948278) After you resume a Windows Vista-based computer from standby, a
bus driver is not loaded as expected, and error code 38 is reported
http://support.microsoft.com/kb/948278/en-us

(961317) The USB audio driver may cause the computer to crash on a Windows
Server 2008-based or Windows Vista-based computer that has a USB driver
installed
http://support.microsoft.com/kb/961317/en-us

(948643) A USB device no longer works on a Windows Vista-based computer
after you resume the computer from standby (S3) or from hibernation (S4)
http://support.microsoft.com/kb/948643/en-us

(949537) When you try to put a Windows Vista-based computer into
hibernation (S4), and the computer has multiple USB devices connected to
it, the computer stops responding
http://support.microsoft.com/kb/949537/en-us

If the issue persists, I suggest referring to the suggestions in the
following article to troubleshoot the issue:

How to troubleshoot USB device problems that may occur after a portable
computer that is running Windows Vista resumes from sleep or from
hibernation
http://support.microsoft.com/kb/953367/en-us

Please try the suggestions above and provide me with an update at your
earliest convenience. If anything is unclear, or if you have any questions
or concerns regarding the issue, feel free to let me know.

Sincerely,
Tim Quan
Microsoft Online Community Support

==================================================
Get notification to my posts through email? Please refer to
http://msdn.microsoft.com/subscriptions/managednewsgroups/default.aspx#notif
ications.

With newsgroups, MSDN subscribers enjoy unlimited, free support as opposed
to the limited number of phone-based technical support incidents. Complex
issues or server-down situations are not recommended for the newsgroups.
Issues of this nature are best handled working with a Microsoft Support
Engineer using one of your phone-based incidents.
==================================================

This posting is provided "AS IS" with no warranties, and confers no
rights.
Click to expand...
 
Hi Adam,

Thank you for the reply.

Now I suggest trying the following methods to troubleshoot the issue:

Method 1 Check BIOS settings
===================
You may contact Dell to check USB related settings in BIOS first. For
example, if you are using a USB-connected keyboard but PS/2 keyboard
support is still enabled in BIOS. In this situation, you need to disable
PS/2 support in BIOS.

Method 2 Check Keyboard and Mouse Power Management settings
=========================================
1. Click Start, type devmgmt.msc and press Enter.
2. Double-click Keyboards, right-click your keyboard and click Properties.
3. On the Power Management tab, uncheck the box before "Allow the computer
to turn off this device to save power.
4. Click OK.
5. Double-click Mice and other pointing devices, right-click your mouse and
click Properties.
6. On the Power Management tab, uncheck the box before "Allow the computer
to turn off this device to save power.
7. Click OK.

Method 3 Clean Boot
=============
Let's disable all startup items and third party services when booting. This
method will help us determine if this issue is caused by a loading program
or service. Please perform the following steps:

1. Click the Start Button type "msconfig" (without quotation marks) in the
Start Search box, and then press Enter.

Note: If prompted, please click Continue on the User Account Control (UAC)
window.

2. Click the "Services" tab, check the "Hide All Microsoft Services" box
and click "Disable All" (if it is not gray).
3. Click the "Startup" tab, click "Disable All" and click "OK".

Then, restart the computer. When the "System Configuration Utility" window
appears, please check the "Don't show this message or launch the System
Configuration Utility when Windows starts" box and click OK.

Please test this issue in the Clean Boot environment, if the issue
disappears in the Clean Boot environment, we can use a 50/50 approach to
quickly narrow down which entry is causing the issue.

If the issue persists, please let me know the brands and modes of your
keyboard and mouse.

I look forward to hearing from you.

Tim Quan - MSFT
 
Hi Adam,

How are things going? I have not heard back from you in a few days and
wanted to check on the status of the issue. Please let me know how things
turned out.

It's my pleasure to be of assistance.

Tim Quan - MSFT
 
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