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‎05-04-2025 05:26 PM

HP Recommended

Hello, my new hp laptop is stuck on register and protect screen. What can I do to go to the next step?? 

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1 REPLY 1

‎05-04-2025 06:52 PM - edited ‎05-05-2025 01:57 PM

HP Recommended

Greetings @Cupcake6kids 

 

Welcome to the HP Forum.

 

This is not good seeing this during the brand new PC "out of box experience".

 

I would check the mouse connection (if applicable) after shutting down the PC. Disconnect any unnecessary peripherals during initial setup.

 

Are you doing the initial setup while the Laptop is connected to AC power?

 

Depress and hold down the power button a few times to drain residual MB power. You have a Laptop. You would have to remove the battery to drain residual MB power.

 

Restart the PC to see how things go.

 

I would return the PC to the seller ASAP (exchange/refund) if you cannot complete the initial PC setup routine.

 

The PC seems to be freezing which could be a hardware problem.

 

Regards

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