02-06-2018 05:02 PM
I'm helping a friend with her computer that won't boot. It will boot to the HP logo screen, but it won't go any farther, and there is no keyboard input. It has the Windows 8 sticker on it, but it very well may have been upgraded to Windows 10, I'm not sure.
She doesn't recall any changes or updates that happened before the problem started, she just tried to turn it on one morning and it wouldn't go past the logo screen.
I'm wondering if maybe there was a power surge that fried the motherboard, but in that case would it even get that far? Thoughts? I have opened it up, and checked the RAM and connections. I've replaced the RAM with a known-good stick as well as changing slots, and no change. I removed the RAM, and did get the beep sequence. Could the issue be with the CPU?
02-06-2018 08:48 PM - edited 02-06-2018 08:59 PM
Please provide a specific product number. What type of system are you working with? Desktop, AIO, or laptop?
This make troubleshooting easier.
A missing RAM error message with no RAM installed may be a good sign.
Have you tried booting to the BIOS?
Maybe you can reset the BIOS to it's defaults. Replace the MB battery.
Disconnect all peripherals and internal drives.
Troubleshooting options are limited by system architecture.
02-06-2018 09:25 PM - edited 02-06-2018 09:35 PM
I apologize. Missed AIO in subject.
An AIO system limits troubleshooting techniques.
Everything is integrated on the motherboard.
It would be wise to provide a specific product number for better assistance.
One possible cause could be a failing external power supply. The system cannot POST successfully. It is hanging at the HP logo.
02-07-2018 07:02 AM
I have replaced the Motherboard battery. Also, I am not using the power cable that came with the AIO, I am using my own that I know is good. It is a universal cable, so it has 8 or 10 different connectors. I have also tried different outlets...
Product Number: D6U45AV#ABA
Model Number: 20-b220t
02-07-2018 06:03 PM - edited 02-07-2018 07:40 PM
The processor is working and the motherboard is initializing; you are getting the HP logo when powering on the system. An integrated or connected motherboard device is preventing a successful Power On Self Test (POST).
You are using a universal external power brick. I hope this is not causing the problem. Maybe the HP factory power brick has problems and your power brick is not compatible.
Disconnect any peripheral devices such as a printer or any other external USB devices.
Try booting now.
Again, everything is integrated on the motherboard. You removed the RAM, try disconnecting the internal HDD and optical drive. Disconnect the USB 2.0 card reader if it is connected to a MB header. I have not worked on this motherboard so I am not familiar with the architecture.
Motherboard failure rates are much higher than CPU failures.
No POST and no operating system load suggests some component that is talking to the motherboard (connected or integrated) has failed if the power brick you are using is compatible and booting the system with minimal components connected to the system fails to solve the problem.
02-07-2018 07:45 PM
Thanks so much for your help!
I just tried what you mentioned. I already had all the USB peripherals disconnected, but double checked. All of the connectors are hard wired onto the MB. I disconnected the HDD and optical drive and tried to boot. Still nothing but the HP logo. I also tried removing the wifi card, but that didn't change anything.
Is there any way to test the compatibility of my universal power cord? I had thought that since the computer was able to turn on, that meant it worked. Also, I checked with the person I'm helping, and she did not have the computer plugged into a surge protector. Do you think there's a good chance the MB got fried?
One thing I was wondering about... Is there any chance that working with the BIOS reset pins on the MB could fix anything?
02-07-2018 07:56 PM - edited 02-07-2018 08:01 PM
You are welcome.
My suggestion would be to get the correct HP power brick for this PC. There is no guarantee this will solve the problem. I am leaning towards an integrated MB component failure which prevents a successful POST.
The motherboard (MB) and the processor are not fried. You would see no activity when powering the system on if the motherboard or CPU was DOA.
You could try the CMOS jumper pin reset. But you already replaced the MB battery. Replacing the MB battery resets CMOS if you wait about ten minutes before installing the new MB battery.
02-08-2018 04:54 PM
Do I need to get an OEM power brick, or just one that is compatible?
Also, when I replaced the MB battery, I didn't leave it out, but had the new one in the slot in about 30 seconds. One question on that, when I leave it out does the PC need to be plugged in or not?
02-08-2018 06:03 PM
You are welcome.
The system must not be connected to an AC power source when doing any work on the motherboard or connected components. The MB may be energized. It is also a good idea to depress the power switch after pulling the plug.
You might want to do the MB battery install again. Let the system rest for a while before you install this battery.
The OEM power brick is HP guaranteed to work with this system.