J’ai acheté un PC portable le 11 février 2025. Il fonctionnait parfaitement puis d'un coup il a cess

[Loubna1]

J’ai acheté un PC portable le 11 février 2025. Il fonctionnait parfaitement puis d'un coup il a cessé de s’allumer sans raison apparente. Le port de charge ne répond plus, aucun voyant ne s’allume. Je précise que je ne l’ai ni fait tomber ni mal utilisé. je souh

[Nal_NR]

Hi @Loubna1,

Thank you for reaching out to us! To ensure we can assist you effectively, we kindly ask that you respond in English, as it is the language we currently support here.

Take care and have a good day

[Loubna1]

Hello Madam / Sir, I bought a laptop on February 11, 2025. It was working perfectly, but suddenly it stopped turning on for no apparent reason. The charging port no longer responds, and no indicator lights come on. I would like to point out that I haven’t dropped it or used it improperly. I would like to know how to make use of my legal warranty and what steps I need to follow. Thank you.

[Hawks_Eye]

Hi @Loubna1 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for sharing those details. I’m truly sorry to hear your laptop has stopped responding—especially after it was working so well. 

Let’s walk through a few steps that may help bring it back to life:

 

Step-by-step actions to try

Perform a hardware reset

• Disconnect the AC adapter and remove any connected peripherals.
• Press and hold the power button for 15 seconds to drain residual power.
• Reconnect only the AC adapter and try powering it on again.

Check the power source and adapter

• Plug the adapter into a different wall outlet.
• Inspect the adapter and cable for any signs of damage or loose connections.
• If available, try using a compatible HP adapter to rule out charger issues.

Inspect the charging port

• Gently clean the port using a dry brush or compressed air to remove dust.
• Ensure the connector fits snugly and isn’t wobbly or misaligned.

Try a BIOS recovery (if the laptop shows any signs of life)

• Press and hold Windows + B, then press and hold the power button for 2–3 seconds.
• Release the power button but continue holding Windows + B for another 10 seconds.
• If successful, the BIOS recovery screen may appear.

Run HP’s online diagnostic tool

• If the laptop powers on intermittently or shows any display, you can run HP’s Diagnose & Fix tool to automatically check for hardware issues.

If none of these steps help and the laptop remains completely unresponsive, it may require service. Since you purchased it in February 2025, it’s likely still under warranty. 

Let me know if you’d like help checking the warranty or preparing for service. I’m here to guide you through it.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[Loubna1]

Hello @Hawks_Eye,

Thank you very much for your detailed guidance.
I’ve carefully tried all the suggested steps, but unfortunately, my laptop is still completely unresponsive - no lights, no sound, and nothing on the screen.

I purchased it in February 2025, so it should still be under warranty, and I would like to know how I can use my HP warranty to get it repaired or replaced.
Could you please let me know the exact procedure - whether I should fill out an online form, visit an authorized service center, or send it in by mail?

It’s quite disappointing that a new laptop stopped working so soon, but I hope the warranty process can resolve this quickly.

Thank you in advance for your help.
Best regards,

Loubna1(EL HANI Loubna)

[Hawks_Eye]

You are very welcome @Loubna1

We sincerely thank you for your patience and co-operation during this troubleshooting process.

If after following these steps you still face issues, consider reaching out to our customer support over the phone for further assistance. 

It looks like we may have to raise a service order for the same. 
 

These requests are best addressed over the phone with our dedicated support team for your region. 

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye