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B10BF1SH
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Black screen & cursor

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Hp Notebook 14 am052nr
  • Trying to recover my computer, originally it was looping the HP logo on startup but that ended after i troubleshot it now it’s giving me a black screen with only the cursor, i’ve tried fixing the value for shell, App readiness disabled, and starting the computer in safe mode (i saw these on a tutorial video) but none of them worked so i tried using control panel from task manager but i cant really do anything on it, it says “The Windows Installer Service could not be accessed. This can occur if the Windows Installer is not correctly installed. Contact your support personnel for assistance.” So can someone help me fix my issue(s)
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B10BF1SH
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Edit: i also tried reseting it to factory default but it Started the process then stoped it halfway through.

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B10BF1SH
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Update: Safe mode loaded after a long time of leaving the computer on (Kind of)

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asmita6658
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Hi @B10BF1SH

 

Welcome to the HP Support Community. I'd be happy to assist you with the black screen issue. 

 

Appreciate you trying the steps to resolve the issue. 

 

I'd suggest you test the hardware -

 

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
3. On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.
4. Click Extensive Test.

 

If the test has passed, try recovering the computer using Cloud Recovery. Refer to this document for step by step instructions - HP Consumer PCs - Using the HP Cloud Recovery Tool 

 

Hope this helps! Keep me posted. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

 

Have a great day! 

Asmita
I am an HP Employee

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