Trying to reset windows, PC is freezing

[Phoenix51291]

My computer was running a little slow, and I usually anyway reset Windows every year or so, so I ran a windows reset. Everything seemed to be going fine, until the final "please wait" screen right before the login screen, when the computer froze. I didn't want to take any chances, so I left it on that screen for a full day, but it stayed that way, so I gave up and powered down my computer.

I then rebooted my computer, and tried to run the HP recovery program, which is meant to restore the PC to the state it was shipped in, and again everything seemed like it was working, until again, with the windows 10 background login screen showing, the loading bar froze for good.

At this point, I was giving up, so I created a windows recovery USB stick on another computer. I then ran the windows installation program, and (this may have been a mistake) I formatted my system drive before running the installation (I don't care about saving any data on the drive, all the stuff I need is backed up). You can probably guess what happened next, everything was working until the final "please wait" screen when it froze again.

At this point, I'm getting really desperate, I need my computer to be up and running in the next few days.

I'm using an HP Pavilion 690-0024 desktop (full specs here - https://support.hp.com/us-en/document/c06124756). The basic specs are:

CPU - AMD Ryzen 5 2400g

GPU - AMD RX 580

RAM - came with 8 GB, I put in another 8 GB

Storage - 128 GB SSD system drive, 1 TB HDD data drive

A few things I tried to diagnose the issue:

I ran a full BIOS system diagnostics. No issues with CPU, RAM, or storage drives.

I reset the BIOS settings to manufacturer default.

I opened the case and cleaned any dust the best I could without any special machines.

I disconnected all devices during windows installation besides monitor, mouse, and keyboard.

I am able to access the Windows recovery environment, I tried some command prompt commands I found on some website (don't remember what they were), but no dice.

Any help would be greatly appreciated.

[Prométhée]

hi

since you say you added a memory module, remove it
and if that's not what you used, then try

https://support.hp.com/us-en/document/c06162205

[Phoenix51291]

Hey, thanks for the response! It seems like some of your comment got cut off. I removed the extra RAM stick and tried using HP Cloud Recovery Manager, the issue persisted.

[Prométhée]

you say you did the bios tests, like this?

HP PCs - Testing for Hardware Failures | HP® Customer Support

you may have an error code , failure ID (24-digit code) , as shown

if so, just give this code here

what exactly happens and when when you use the HP recovery key?

[Phoenix51291]

Hi again,

I ran the BIOS diagnostics, which didn't look like the image you attached, they looked black-and-white. But yes, I did run the entire gamut of BIOS diagnostics, and they didn't turn up any error.

I don't know what you mean by "HP recovery key". I used the HP recovery program that comes with the PC, which didn't work. It didn't give any error code, it just froze midway.

At this point I've already gotten too frustrated, so I brought it to a computer tech a few hours ago, and after playing around with it for an hour, he couldn't figure out the issue either. I'm hoping he can fix it eventually, but it's really strange. Either way, thanks for your help.

[Prométhée]

---

@Prométhée wrote:

hi

since you say you added a memory module, remove it
and if that's not what you used, then try

https://support.hp.com/us-en/document/c06162205

---

sorry i was talking about this
ok, keep me informed in this case

[Phoenix51291]

The technician told me that the issue is that my latest BIOS update corrupted the system time, or something to that effect. He said he thinks the next BIOS update should resolve the issue, and he will clone windows on to the drive in the meantime.

Your signature is quite apt! BIOS updates are indeed quite risky, apparently!

I wonder if resetting the BIOS would solve the issue, but at this point I'm just letting the tech manage it.

Thanks for the help.