Computer does not Restart or advance to the Log In Screen [ Edited ]

[GradyPhilpott]

Hello and thank you for any advice you may have.

I have a new HP Pavilion HPE h8-1237c with the Windows 7 Premium Home Edition 64-bit operating system

I have read a similar issue that was solved by removing the VGA cable from the monitor and the computer and using only the DVI cable, however, I have but one cable between my monitor and computer and it is a VGA cable using the DVI adaptor.

Specifically, this is my problem.  When I hit restart, or a software asks me to restart by clicking a button on the pop-up the machine shuts down and then opens to the HP page with the text at the bottom saying to hit the ESC key to advance to the start page.

This is far as it will go and pressing ESC does nothing.  I have to push the button on the computer to shut it down and then press the button to start, at which time the machine boots normally.

Any help with this problem would be greatly appreciated.

Thank you.

[Sailfind]

Could you please tell if there's anything else written on the HP page or screen other then the text about 'Esc'. ?

[GradyPhilpott]

It is a blue screen with the HP logo centered.  On the left, there is an image of a hand from which there extends a number of media related items, e.g. a reel of tape or film.

In the bottom left hand section, it says, "V.7.12.

Thank you for your response.

[Sailfind]

Hi

It looks to be like an issue with the HP Magic Canvas software thats installed. Please confirm this by going hit Ctrl-Alt-Del and going on to task manager and write down the applications that are running 'Applications' tab in tak manager.

[GradyPhilpott]

Thank you for your prompt response.

Currently, the applications that are running per Task Manager are Firefox and Windows Media Player.

[GradyPhilpott]

Hello? I don't think that the Magic Canvas is the culprit, as it is not running and I still can't get the computer to reboot.

[GradyPhilpott]

Has everyone given up?

I have found that by unhooking my external hard drives, the problem goes away, however, I have tried unsuccessfully several times to update the BIOS to see if that might be the problem, but no matter what I do the BIOS version does not change.

I would appreciate any help at all with this vexing problems.

[Sailfind]

Hi,

Am sorry for the delayed response. However am glad to know you've found the reason. However i've had the check of the latest BIOS version which is v7.12 , found on the following link.

http://h10025.www1.hp.com/ewfrf/wc/softwareCategory?os=4063&lc=en&cc=us&dlc=en&sw_lang=&product=5205...

Unfortunately there's no other update as of now and only a BIOS update can help.

However, there's few more things more thing you might try:

1.Have you performed the BIOS update with the external devices connected, if yes please redo it with only keyboard mouse and monitor connected.

2. Perform a BIOS default - Get into BIOS and hit F5 and then hit enter and then save the settings and exit and try and make sure when you are doing this the external HDD or any external devices are disconnected.

[Sailfind]

In the mean while, am also checking if there's any other solution to this. THank you for yiour patience.

[GradyPhilpott]

The BIOS version I have is v7.12 and the update is for v7.12 A.  I am beginning to think that the download site does not in fact have the update loaded for download and when someone hits the download button, what they are downloading is the old version.

Anyway, I've tried updating with the external HDs disconnected several times now to no avail.

I will try the BIOS default now.