New All-in-one PC won't boot up

[MikeBSydney]

I have received a new HP Pavilion 31.5 inch All-in-One Desktop PC 32-b0004a. Set up instructions are simple.

But it won’t boot into Windows.
After pressing the power-on button I get an HP setup menu screen. I cannot interact with this screen with either the keyboard or the mouse. I cannot tell if the Bluetooth connection is working.
The PC then goes into standby mode. I cannot wake it from standby.

This is a replacement for the first PC 32-b0004a that was delivered and it is behaving in exactly the same way as the first PC that Tech Support agreed was DOA.

Any suggestions?

[Bill_To]

Hi @MikeBSydney 

Welcome to the HP Forum.

Are you setting up the wireless keyboard and mouse combo? 

So you would have a USB dongle and possibly battery installation in both devices. Some of those devices may have the batteries pre-installed.

You might then have to remove an insulating material in each device to energize. Or maybe one of the devices has an on-off switch.

I am not sure what the HP Setup menu is. Could be the BIOS Menu or the HP UEFI Startup Menu?  Or maybe you are referring to the Windows OOBE setup routine when using a new PC for the first time?

A PC which opens to the BIOS Menu usually suggests there is no system drive or an operating system is not installed.

I would contact HP Support again if you can't get the keyboard and mouse working.

Regards

[MikeBSydney]

Thanks for your interest, Bill-To.

Yes there is a wireless keyboard and mouse. I installed the batteries and switched on the mouse. There is no dongle - it's replaced by an internal USB connection.

To me the HP menu looks like a BIOS menu. In the left column it has selection boxes labelled color, input, power, management, information and exit. the "color" selection is illuminated in blue and in the right column there are selections for standard, gaming,......., native. The mouse will not enable me to click on any of these selection boxes, Tab and enter on the keyboard also have no effect.

I  contacted Tech Support when the first PC failed to boot. After I sent them a video, they said it was DOA and it was returned. Now the replacement has the same issue and I am again dealing with Tech Support and sending them a video.

I cannot find references on the web to bootup problems with this model. So maybe Tech Support do not have it in their database of known problems.

[Bill_To]

Hi @MikeBSydney 

Try wired USB mouse and keyboard.

It sounds like the wireless devices have a problem.

Maybe HP can replace the wireless devices if wired USB devices will allow setting up the operating system.

Maybe you have a second PC with a MB problem.

Regards

[MikeBSydney]

It turns out that a PhD in Software Engineering isn't enough to set up an HP All-in-One PC. This model has two power-on buttons. One is for use with external inputs (eg games boxes), the other gets you into Windows. I misread the set up instructions and, being unaware there were two, pressed the obvious button on the back of the monitor. In my defence, the Windows button is less obvious. Also in my defence, the two videos I produced showing me pressing the wrong button got past multiple Tech Support people. Finally, the issue was escalated to a non-HP repair man who in a two minute conversation gently explained my mistake.

All's well now. Thank you to anyone who read my post and to Bill-To who offered suggestions.

[jshardals]

You're not alone! I had exactly the same problem and made the same mistake. As we said when I worked in IT, it was not quite a PEBKAP problem. "Problem Exists Between Keyboard And Person"   Like you, it took a few tech people to discover my error but all were very professional and helpful. Me? I was pretty red-faced! 

I've since been a bit disappointed that on the HP 31.5" All-in-One,  out of the three HDMI ports, not one of them provides an out-port to hook up another monitor. Not sure who would utilize three HDMI in-puts!