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04-14-2021 04:09 PM
This is a tough one to solve because so many different things can cause this problem. The PC will not complete a POST and proceed to load the operating system. Microsoft Support may be correct but is also punting the ball by blaming hardware.
Try running HP Diagnostics at boot to check hardware. Start the PC, tap "ESC", select "F2". Only connect mouse, keyboard, and monitor when doing the hardware test and try this config to see if the PC will POST and start Windows in its current condition.
Run system and component diagnostic tests.
A hardware test pass suggests the hardware is okay. This could mean the operating system is messed up. So now you may have to back up data by removing the current system disk. Connect this disk to a different PC as a data drive. See if you can mount the drive to back up data.
Install a different disk in this PC. Install W10 on the second disk and see how it goes.
Again, it is tough to conclude you have a hardware problem at this point in time.
You now have video so that is good. The HDD or RAM could be in trouble. A failing power supply can cause problems.
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