new all in one cannot get past the hello there screen

[philipcrabtree]

Hi
Just purchased new hp all in one..and cannot get past the hello there screen
Mouse is on and USB receiver was inserted in the mouse but isn't working and keyboard doesn't appear to be alive either. ..checked batteries in keyboard etc
Can anyone help ?
Thanks!

[WAWood · Accepted solution]

philipcrabtree

Hello;

Allow me to welcome you to the HP forums!

Since this is a relatively new machine, instead of struggling for hours to fix it yourself, why not just let HP fix it for free!!  

You should contact HP Customer Support directly to have them put you in touch with HP Technical Support to see what they can do about diagnosing and repairing your machine remotely.

I did this recently and the HP Tech was able to remotely access my PC from the Internet and do the needed repairs.

If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

Good Luck

I am a volunteer and I do not work for, nor do I represent, HP.
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[philipcrabtree]

Thankyou looks like I will need to call them!
Thanks for responding!

[Perfluoro]

"Hi
Just purchased new hp all in one..and cannot get past the hello there screen
Mouse is on and USB receiver was inserted in the mouse but isn't working and keyboarddoesn't appear to be alive either. ..checked batteries in keyboard etc"

Did you really mean to say that 'the USB receiver was inserted IN the mouse'?   When I was setting up my new Pavilion 23 All-in-one there were very minimal set-up instructions and the mouse certainly appeared to have a place into which the USB receiver could be inserted.  However, after about 10 minutes of senility, it occurred to me that the receiver should be inserted into one of the almost invisible USB ports that the HP designers have carefully hidden away at the back of the system.  After doing so,  the system worked fine!