Laptop stuck on windows logo screen

[Markelam]

My laptop won't get past the windows logo immediately after turning on. It did earlier today but the keyboard wouldn't won't when it started so I forced powered down. I've tried to go to the boot menu by hitting esc as it powered on but once I'm there it won't let me select any of the options.

[Jeet_singh]

Hi @Markelam,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips!

I see from the post that you are having issues with your HP Stream Notebook is powering on, however, doesn't boot into Windows, Don't worry as I have a few suggestions which should help you resolve your issue.

To provide an accurate solution, I'll need a few more details:

Could you provide me with the exact model number of the notebook? ( Please use this link to help you find this information: http://hp.care/2bygf7l )

Have you performed any steps on your own before posting on the HP Forums?

Have you tried to boot into the Bios with the Hard drive disconnected?

Have you tried to connect an external keyboard and check if that works?

In the meantime, you perform the below steps:

Let's start off by performing a hard reset on the notebook: A power reset (or hard restart) clears all information from the computer's memory without erasing any personal data. Performing a power reset might fix conditions such as Windows not responding, a blank display, software freezing, keyboard stops responding, or other external devices locking up.

Please restart the computer, tap on F10 during the restart and when you get to the BIOS interface, stay there and wait for the amount of time it normally takes to turn off, etc...and reply back with the details of what happened during your time in the BIOS interface. If the screen flickers in the Bios screen as this is outside of windows, this clearly is an indication of a hardware failure.

If the PC stays fine on the Bios, I would suggest you perform a Bios defaults.

Performing Bios Defaults:

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer.

Alternatively, I would suggest here is to remove the hard drive and then try to check if you are able to boot into the Bios. If yes, then it's  a possible hardware failure with the hard drive.

For more assistance, please follow this link: HP Notebook PCs - Computer Does Not Start (Windows 10)

Please respond to this post with the results of the troubleshooting for further assistance. I'll be more than happy to help.

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[Markelam]

I've been able to get past the problem now but my keyboard and touch pad still don't work. I know they aren't broken because I can hit esc right after it powers on to bring up the boot up menu but can't select anything. I've tried uninstalling the driver and every other trick online. It's a Pavilion dv6 model number 6b47dx

[Jeet_singh]

Hi @Markelam,

I read and reviewed your response.  I understand that you have keyboard and touchpad issues. I am delighted to assist you with that.

 First off, we need to diagnose correctly if the issue is hardware or software related.

Please perform a hard reset first. Link: http://support.hp.com/us-en/document/c01684768

Then please go to the recovery manager to check the keyboard and mouse. If it works there the issue could be software related. If not then it is a hardware issue with the unit.

Steps to go to recovery manager.

• After a hard reset power down the unit.
• Then please keep tapping the “ESC” key gently several times as soon as you power on the unit.
• It brings up the startup menu if the keyboard works.
• Here please press F11 to get into recovery manager. Please check if the touchpad works here with the mouse disconnected.
• If it works great, the issue could be software related.
• Also, try the keyboard in the command prompt.
• To do this please select troubleshooting>advanced options>command prompt and type all the keyboard characters to check if they print correctly. The command prompt window is a black window.
• If everything works fine, then please try to perform a system restore to an earlier time before the issue occurred. Link for system restore: http://support.hp.com/us-en/document/c03327545 “ select the option “Restore your computer when Windows cannot start normally”
• If this does not work please back up all your files and perform a complete system recovery to factory settings from this link: http://support.hp.com/us-en/document/c03327545 Select the option “Recovery when Windows 10 does not start correctly”

Some links that could be helpful.

Link for keyboard issues: https://support.hp.com/in-en/document/c03738933

Link for touchpad issues:  https://support.hp.com/in-en/document/c04648748

If nothing works, please contact HP phone support to get the unit serviced. Link: http://hp.com/contacthp If the unit is under warranty, the manufacturer’s warranty should cover repairs on the unit.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you.

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,