Elitebook x360 - Stuck in "Protected by HP SureStart" boot screen

[johnnylau34]

Hi all,

Recently I opted into windows insider for Windows 10 and then upgraded to latest beta build on my Elitebook x360 (i7-7600U, 8GB RAM). Unfortunately, after recent action to rollback to production windows 10 version @creator's update, I was greeted by below "Protected by HP SureStart" screen after restart:

I tried below but all failed:

- "Esc", F10, F12

- Plug in a bootable USB media

Any thought how I could proceed?

Thanks!

Best Regards,

Johnny

[CherylG]

Doesn't look easy to overcome by reading through this thread:

https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/HP-840-G4-boot-stuck-at-quot-Su...

[johnnylau34]

Thanks for your prompt feedback.

I read across the thread quoted and was tempted to make a try. However, there is an HP "warranty seal" on one of the screws at the back preventing me from opening up the back cover.

Sounds stupid...but I actually hit the same exact scenario 3 months ago (unintentionally); last time, HP said they needed to replace the SSD to complete the repair (took 2 weeks' time for them to ship a SSD to HK @@).

I was wondering if taking to support and waiting from another 2 weeks' time would be my only way to go this time too..@@

[CherylG]

@johnnylau34

If you want to preserve warranty it may be only option. Just wondering, you said they had to replace ssd to "complete" the repair. What did they do to "start" the repair process?

Seems odd to have to replace the ssd when the problem seemingly is in BIOS, but then I know nothing about the new Sure Start. Hopefully the latest BIOS release solves the problem as reported on the other thread.

[johnnylau34]

@Provost 

Back then the support centre staff wasn't able to clearly explain the need to replace the SSD though the end result was that it was fixed somehow. Indeed it's a really unique problem which I haven't come across from my previous windows laptops / tablets.

Thanks for the advice. Guess I wasn't courageous enough to give up my warranty yet..

[CherylG]

Understandable. I would hesitate to do anything to void warranty also. I  assume you can access the ssd without voiding? Perhaps if you take it out and format it on another machine it would have the same affect as replacing it. Using an ssd to usb adapter to plug it into another machine? Unless Sure Start is encypting the ssd.

[johnnylau34]

The seal was so 'smartly' stuck that it covers one of the backcover screws perfectly. I was assuming the ssd could only be accessed after the backcover is removed, right?

[CherylG]

Ah, probably so. I had assumed you replaced the ssd after it was sent and it was accessible via a service door. I am not familar with build of the Elitebook X360. On my Spectre x360 it must be taken apart to access ssd also.

Perhaps if you go to service center and show them the thread they can carry out the procedure the guys used and not have to wait for a new ssd.

[johnnylau34]

Sound like a good idea.. let me take it to the repair centre guys tmr and see if they are wiling to give those steps a shot.

It's public holiday here now in HK.

Will respond on what turns out afterwards 🙂

[johnnylau34]

i got returned a laptop with SSD replaced. The HP representatives didn't mention if their engineer tried the steps or not before replacing it...anyway, now I got the laptop up and running again. Still worried that the same case may happen again some time in the future should I forget that the restore of image would lead to lock-down..