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Message 1 of 3
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Desktop will turn on, but won't get to the login screen.

HP Recommended
Pavilion 690-0020
Microsoft Windows 10 (64-bit)

Hello, like the subject says, I'm having an issue where the computer will turn on, but it won't boot into Windows at all.  The lights will come on, the fan starts up, and the HP logo and spinning dots will show, but after they disappear, it'll be a black screen.  The backlight on the monitor stays on as well.


The problem first started after an automatic Windows update this past Thursday.  At first I thought it was because the internet went out for a few minutes and caused a problem downloading or installing an update.  After enough restarts, it finally popped up saying that windows didn't boot/load correctly, and had a few options of what to do.  I went in and used the HP recovery option to reset the computer to it's factory settings hoping that would fix the issue.  Everything reset and after a few hours, things seemed to be fine.  I could get into windows again, and I went about installing all of the Windows updates that were there.


After they were done, it had me restart the computer, but as soon as that was finished, the same problem as before came back.  Turns on, HP logo and spin, but it won't get to the login screen or come up with anything.


Is anyone else having this issue?  The comptuer is still under warrenty, I bought it a little over a month ago.  Let me know if you need anymore information, and thanks in advance.


Specs of the comptuer:
AMD Ryzen5-2400G




Level 9
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Message 2 of 3
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HP Recommended



1st Please try a Hard Reset
This is valid for most notebooks, and some desktops.
Press and Hold the PWR off button for 4 seconds to force a PWR off.
Unplug from the wall.
IF you see a battery compartment door, then your computer has a removable battery.

IF NOT then you do not have a removable battery.

Remove any removable battery.
Press and hold the power button for 15 seconds to complete the reset.

(Re-insert any battery you removed).



Then it may need a Repair/Rebuild/Recovery/Re-Install of the Operating System.



So this next part is for info only and not a course of action (yet)...


This First part only works when a valid Recovery Partition is enabled.
If it displays an error message then move onto the Second Part:-
OR if you have data you wish to try and save using the XCOPY command.
Then create your own Repair/Recovery/Rebuild/Re-install media or buy a set from HP.

Turn off the computer.
Disconnect all connected devices and cables, Media Drives, USB drives, printers, & faxes.
Remove media from internal drives, and remove any recently added internal hardware.
Do not disconnect the monitor, keyboard, mouse, or power cord.

Turn on the computer and repeatedly press the F11 key, about once every second,
until the Choose an option screen is displayed, and then continue.

On the Choose an Option screen, click Troubleshoot, and work your way through the screens.

Second Part:-
This may require another PC. Find and Download your .iso from…
(You will need a NON_OEM key for W7);
W8.x and W10 should activate automagically from their embedded licence key.

For when it’s a NON MS OS ( iOS / Linux ) creating the install media.

A 3rd party site is (Courtesy of @CherylG)...

Expand/Extract/Burn the iso Image onto a DVD/USB as needed.
Microsoft’s Creator Tool will make the required DVD or USB.

Even though it has NO actual HP software/drivers included, you may be able to
XCOPY the C:\Users\* area onto a ‘large’ USB stick, via the Command Prompt.

You’ll need to try various drive letters; D:..-..Z: until it’s matched - could be G; mine’s S:

C:\>XCOPY C:\Users\* S:\ /e /i /h (then files like those 3 listed below get copied over)

C:\Users\All Users\agent.1509128044.bdinstall.bin
C:\Users\All Users\HP Deskjet 2540 series\Help\flash\zoom.swf

Then you can try System Recovery Options / Advanced Options shown in the screenshots.

NB:- W7 Try running a Startup Repair more than once for a full fix.
NB: - W10 Begin with the Automatic Repair, then Startup Settings etc.

From either the C:\ or the X:\ prompt try the following

cd boot
bootrec /FixMBR
bootrec /FixBoot
bootrec /RebuildBCD

If the above FAILS then please try:-

You may need to change the Secure/Legacy  boot option, and the boot sequence also.  If in doubt please ask.

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Message 3 of 3
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HP Recommended

> The computer is still under warranty, I bought it a little over a month ago. 


That warranty entitles you to contact HP Support, to get assistance, rather than posting to this "user-to-user" forum.

That "support" department (whether you buy a new computer or a new car) is obliged to offer assistance.

They should help you to run the HP Hardware Diagnostics, to check the hardware (especially RAM and disk-drive).


> Everything reset and after a few hours, things seemed to be fine. 

> I could get into windows again, and I went about installing all of the Windows updates that were there.


Windows Update takes a "checkpoint" before it starts to update, to preserve a "working" configuration.


As you indicated, after 2 or 3 consecutive unsucessful reboots of Windows, the next reboot should display a trouble-shooting screen.

At this point, disconnect from the Internet (disconnect the Ethernet cable).

Choose the "System Restore" option, to load the most-recent "checkpoint", which should restore your computer to a working configuration.

Then, manually create a checkpoint, before reconnecting the Ethernet cable.

Welcome to this forum.

Please click the purple/white "Thumbs Up" icon for every response that is helpful.

Also, please click "Accept As Solution" for the best response.


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