If you have enabled the sleep mode option, as shown below, it might happen that the machine does not wake up after xx seconds. If you press the power button the device will shut off. 

In this case you have to change the 'Block Sleep' in the BIOS and check the box for "Block Sleep (S3 State).  Reboot the machine and load the software, now it should wake up from sleep mode. 

Sleep mode example setting: 



Screenshot from the BIOS: 

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Our official support hours are 8:00 am to 16:30 pm, after those hours emailing us or submitting a ticket would be the best option. 


When contacting our support team, please refer to the article you’ve checked and if possible add a picture of the error and add information on the hardware that’s giving the error. Make always sure you’re using the latest version.