Frozen at welcome picture

[Scott2352]

Recently the computer freezes no keyboard or mouse interaction.. it can be in the middle of application running well and then stop.  Frozen nothing works no keys or mouse.  I restarted the computer the first time it happened and the problem went away.  Now, on start I see the HP logo , it says wait.. then the photograph and time comes up, right time and but the system is frozen at that point nothing I can do, no mouse or key board.    Crazy everything was working no problem and now this…HELP

[ub6424]

Hello @Scott2352 

Sorry to hear that you are having problems ... I would like to help you.

Sorry to hear that you are having problems ... I would like to help you.

(1) Power off computer

(2) Disconnect power cable

(3) Press and hold <power> button for 30 seconds

(4) Connect power cable

(5) Test your hardware Using the HP PC Hardware Diagnostics (UEFI)

--->>> Perform <all> tests

https://support.hp.com/us-en/document/ish_2854458-2733239-16

See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

(6) Please report your results ( error messages, take pictures )

[markanderson_1]

Start by confirming whether or not this problem happens when using Safe Mode (as opposed to normal boot mode). If you don’t get stuck on the Welcome screen while Safe Mode is turned on, you can troubleshoot more efficiently by using Windows 10’s tools.

1. Reboot your computer and hold the F8 key on your keyboard while the boot screen is visible to enter the Windows Recovery Environment (WinRE). On certain devices you may need to hold down the Fn (function) key as well.
2.  Navigate through to See advanced repair options > Troubleshoot > Advanced options > Startup Settings > Restart.

3. You'll now see a selection of several restart choices. By pressing F5 on your keyboard, you’ll enable Safe Mode with Networking. Wait for your system to restart and see if it successfully boots.
   
   If you’re able to boot in Safe Mode without getting stuck on the Welcome screen, you can troubleshoot further! For example, scanning your computer for malware with the Windows Defender is a great first step.