Forced shutdown error message, passed all diagnostics

[shaheen157]

When I turned on the hard drive, I received an error message about a force shutdown. Now I have a black screen.  Performed all diagnostic tests and passed, time/date is correct, tried to perform a factory reset at 1st keeping all files and then a complete wipe, but it will not reset because of an error. I  saw a youtube about having to use a USB port to reinstall Windows10. Is there something else I can do?

[praveen196]

@shaheen157 Welcome to HP Community!

I understand that you are getting a black screen.

The issue seems to be the hardware part, I would suggest you contact our phone support and check for the support option. They will help you.

If the product not under warranty there will be a charge for the support.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Keep us posted,

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Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

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