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Locked

‎08-12-2020 11:50 AM

HP Recommended
Product: Omen computer
Operating System: Microsoft Windows 10 (64-bit)

When I turn on my computer and the lock screen appears (where the time and date show), I cannot use my mouse or keyboard. I tried to enter into safe mode but could not as it kept failing. After running tests I found my hard drive failed, yet the only problem I have is my keyboard and mouse don't work on the lock screen. I got a code: 

Failure ID: 94QKPK-924A71-pXPGRA-60RN03

I don't know why my hard drive failed, but my computer turns on and stuff I just can't use my keyboard and mouse on the lock screen to get in my computer, please help. 

1 REPLY 1

‎08-15-2020 09:21 AM

HP Recommended

@Shone1

Thank you for posting on the HP Support Community.

 

Don't worry as I'll be glad to help, After reading your post I did decode the failure ID and it refers to the hard drive failure.
As we have limited support boundaries in the support community as of now. I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/


Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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