Reset of a HP notebook

[RonK57]

I have been trying to do a reset. The pointer does not work and the screen will not scrol or respond, even when using the touch screen.  I have done the F11 at start up...goes through all the steps, and I get "There was a problem resetting your PC"  I have tried several way to do this reset and I get the same thing as above.  I have disconnected the power and battery and held the power button down for 20 seconds, and just hooked the power cord back up and tried again. I have tried to do the reset at least 100 times and it will not work....anyone know another way???? Thanks.

and the cursor disappears when the main screen comes on and never to be seen again.   I just need to reset this thing..

[The_Fossette]

Hi @RonK57

Welcome to the HP Forums!

Thank you for posting your query in this forum, it's a great place to find answers.

I reviewed your post and I understand that you are unable to reset the computer.

I’d love to help!

As you have mentioned that you have tried doing reset several times from the computer and it didn’t go through, I recommend you to order recovery media from the HP website or contact HP phone support and order recovery media for your computer. Using the recovery media, you can reset the computer back to its original factory state.

Follow below steps to contact phone support.

Step 1. Open link:  www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click on HP contact options - click on Get phone number

Hope this answers your question and you have a good day ahead.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!

[RonK57]

I am using a different computer to send this message.  As I stated the other computer, I can not type on, pointer/cursor disappeared, and when I type the words get jumbled like this:  Hear  ... comes out like arHe....  I did manage to get a reset done, but the problem has not gone away.  Can't type or get to windows 10.

[The_Fossette]

Hi @RonK57

Thank you for posting back.

Try using an external keyboard and see if that works fine. 

If the external keyboard is working follow the steps in the below link.

http://hp.care/2eAwv2U

Let me know how it goes and you have a good day ahead.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!

[RonK57]

I will try using another keyboard and let you know how it goes. Thank you so much for your help. I really need to get this thing up and running right. Can't afford to replace it.

[The_Fossette]

Hi @RonK57

Thank you for posting back.

Please post your results, as I will be looking forward to hearing from you.

Good day!

[RonK57]

well that did not work. Since I can't get to the windows page, and because it keeps typing backwards...well I hope you know what I mean, the cursor always moves back to the start point after every letter I type and because it wont let me even set up time zome. I can't do anything with it. It will scroll down to the correct time zone, but when I press the button, it always goes to international date line west.  I have the back up usb stick, that I used to back up the computer, when I first got it....however it refuses to even read it.  Guess I will have to order a disk for the cd drive and hope it will work.  any ideal how much that will cost me?, it's a 15 inch, HP Pavilion TouchSmart notebook.  Came with windows 8.1, was upgraded to windows 10  and that is when it started problems.  I want to thank you for all the help.

[The_Fossette · Accepted solution]

Hi @RonK57

Thank you for posting back.

I suggest to you try using the on-screen keyboard and check whether you are able to login to the computer.

Let me know how it goes.

Good day!

[RonK57]

I can't even get to the touch screen as far as in windows. Tried using it on set up questions and it did not work. Just got off the phone with smartfriend and I will be ordering the disk from them and hope it works...other wise I have another HP doorstop to match the other two that are doorstops....

[RonK57]

Fossette, Thanks you for trying to help me. I have another HP computer I am using to type this message and right out of the box, it has had so many problems, I had to send it in for repairs, because remote tects could not fix it.  It still has quirks, but can't afford to send it back to get it fixed, 100 dollars is just too much when the computer was brand new. And sending it back will be almost as much as I paid for it, a second time.  May order a disk for it also....lol