HP Envy 17" won't log on

[Zooneth]

the computer turns on just fine but when I log in either by typing in the password or by swiping my finger on the reader, it takes a while but instead of going to the home start screen, it just goes to a black screen where I can move the mouse around but do nothing else, to turn off the computer I have to manually turn it off.<br>this problem has been persistent since yesterday evening. I tried leaving the computer on the black screen to run the battery out to see if that worked and when I woke up this morning, the computer had logged in and the battery wasn't used up very much, I was able to see the start screen and able to use the Internet without any problems, but when I went to log out and then log back in, the problem returned and I was not able to use the computer. I have taken out the battery and pressed the power button for thirty seconds to do a hard reset, and that failed to solve the problem, I then left the battery in and performed a hard reset, I pressed the F2 key to perform a diognostic test and all it did was lower the brightness. PLEASE HELP ME, I GOT THIS COMPUTER 3 DAYS AGO AND NOW IT WON'T WORK! I NEED HELP!

[Karthik · Accepted solution]

Try:

http://support.hp.com/us-en/document/c03538721

else

http://support.hp.com/us-en/document/c03546603

[Zooneth]

I can't try either of those options because the computer won't go past the log in screen.

[Karthik]

These can be done as soon as you push the power button and befoe login screen.

[Zooneth]

Problem solved! Thank you so much!

[daisy27]

that is the same thing that is happening to my computer.  brand new.  what ultimately fixed yours?

[andyschlei]

Disable the App Readiness service:

https://h30434.www3.hp.com/t5/Desktop-Boot-and-Lockup/SOLVED-For-everyone-who-is-having-black-screen...