All-in-1 Desktop system continues to crash after hard reset

[AnneliesJane]

Hi There,

My computer re-started with an update this morning, and since then, it has continued to crash. I have tried re-starting it after unplugging and performing a hard re-set. If I get logged in, I end up with a general error from Windows that the application isn't responding, and then the screen turns black with an hourglass for the cursor; no further response happens. 

How do I get past this to fix it? 

Thank you!

[Sneha_01]

Hi @AnneliesJane 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

I’m sorry to hear that your computer is still crashing after the update—it sounds frustrating. It seems like the update may have caused some instability in your system. Let’s go through some steps that should help you get past this issue and start troubleshooting the root cause.

1. Boot Into Safe Mode

First, let's try to get into Safe Mode. This will allow you to troubleshoot without loading unnecessary applications or drivers.

If you can get to the login screen:

1. Turn your computer off completely (press and hold the power button).
2. Turn it back on, and as soon as Windows starts to load (you may see the spinning dots), hold down the power button again until it shuts off.
3. Repeat this 2-3 times, and on the next restart, Windows should open the Advanced Startup options.
4. Select Troubleshoot > Advanced Options > Startup Settings > Restart.
5. Once your computer restarts, press 4 to select Enable Safe Mode.

If you can’t even reach the login screen:

1. Force a restart by turning the computer off and on a few times until you see Advanced Startup options.
2. From there, follow the same steps to boot into Safe Mode.

2. Uninstall Recent Updates or Drivers

Once you’re in Safe Mode, it’s time to undo any changes that might be causing the issue.

• Uninstall Windows Updates:
  1. Open Settings (press Windows + I), then go to Update & Security > Windows Update.
  2. Click on View update history and select Uninstall updates.
  3. Look for any recent updates that were installed (especially around the time of your issue) and uninstall them.
• Rollback or Uninstall Recent Drivers: Sometimes, a driver update can cause issues, especially after an update. To check for any recent driver changes:
  1. Open Device Manager (press Windows + X and choose Device Manager).
  2. Look through the various devices (especially Display Adapters, Network Adapters, or Sound devices).
  3. Right-click on any recently updated drivers and choose Rollback driver (if available). Or, try uninstalling the driver, and restart your computer to let Windows automatically reinstall it.

3. Perform a System Restore

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Sneha_01

HP Support