This is a peer to peer support forum, not HP technical support.
HP maintains no official presence here.
Anyone that does work for HP does so voluntarily and is not authorized to respond on behalf of the company.
Since the forum membership is comprised strictly of volunteers, if they don't know the answer to any question posted, unfortunately, it is what it is.
If you are not getting the answer you are looking for and your PC is still under warranty, then I suggest you contact HP technical support for the country you live in and submit a support case under the warranty.
Please refer to the forum rules of participation regarding what this forum is all about.