Issue with factory reset

[fitzgeraldda]

After I choose the reset options, the computer goes through its process. After that it asks me to choose a keyboard language but there is no cursor and the keyboard doesn't work to make a selection. I've tried using both wired and wireless keyboards to no avail. Please help.

[WAWood]

@fitzgeraldda

Hello;

Allow me to welcome you to the HP forums!

I read your post about issues with doing a factory reset and wanted to help -- but need more information.

First of all, we need the detailed product number of your PC: http://support.hp.com/us-en/document/c03754824?jumpid=reg_r1002_usen_c-001_title_r0001

Second, we need to know which OS version is running: Win7, Win8, Win10.

And if it is running Win10, did that come preinstalled or did you Upgrade from a prior OS?

We can proceed once you provide the information.

Thanks