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NicoleW09
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Message 1 of 4
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Solved!

computer stuck during restart

HP Recommended
All-in-one
Microsoft Windows 10 (64-bit)

My computer suddenly became slow and laggy in a days time, to the point it was too frustrating to work from. My software stopped working and crashed like files had disappeared, and I uninstalled and reinstalled but none will reinstall.. all errors.  I couldn’t use the disk cleanup, defrag or even reset the computer. It just froze. I used suggestions from the HP virtual assistant (uninstalling unused programs, etc) and still nothing. Contacted HP support and the guy went in remotely and did a bunch of stuff and then said he was going to reboot the computer.. the guy from support quit the remote access after about 45 min of waiting for the computer to restart.. no call, no email. And of course they had closed by then. For 5 hours it was in the restart screen. Then completely froze. I waited about an hour and a half and finally force shut it down. I attempted to restart and it again is stuck in restart. What the heck am I supposed to do now? 

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Lil_Boy_Blue
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HP Recommended

Hi
First:- Turn off the computer, press and hold the PWR button for 4 seconds.

Then - Leave only keyboard and mouse connected, disconnect all externally connected
devices such as Docking Station, USB storage devices, displays, and printers.
Unplug the AC adapter from the computer.

Next - Press and Hold the Power button for 15 seconds to Hard Reset.
Rinse and Repeat; Re-Connect the AC adapter.

NOW begin checking/testing/proving the Hardware is fit for purpose.
Power on your PC, press ESC (repeatedly), then F2 at the prompt.
Choose System Tests (Fast Test does a 4 minute hardware check).

I suspect a failing / failed Hard Drive, but the F2 diagnostics will tell.

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Lil_Boy_Blue
Level 12
7,692 7,654 332 701
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NicoleW09
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Thank you lil boy blue. We ended up having to have windows 10 reinstalled and the hard drive is going out and will be replaced soon. I appreciate your fast response and help! 

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