HP TouchSmart 310 PC has shows startup logo then black screen

[DevilRadar]

Computer on startup shows the HP logo then the screen goes black. Have tried the f5 and f10 menus, did not help. I can get it to display a blue screen that asks me to choose a keyboard layout. Then it lists a bunch of keyboard options. The touch screen has been deactivated ever since we got the computer and the mouse cursor isn't visable. Habe no idea how to choose my keyboard layout. Any help is appreciated.

[Jeet_singh]

Hi @DevilRadar,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I came across your post and wanted to assist you. I understand you are having issues with the computer powers on but does not boot into Windows anymore. Don't worry as I have a few suggestions which should help you resolve this issue.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any software or hardware changes on the PC before the issue started?

Are you in the Bios screen or on the recovery manager screen?

In the meantime, let's try these steps here: 

Perform a Hard reset on the PC: 

Many startup errors and other problems can be resolved by decreasing the amount of power stored in hardware components. Decreasing stored power is sometimes referred to as a "Hard Reset". Use the following steps to perform a hard reset on a computer:

1. If Windows is open, click Start and then Shutdown.

   If Windows is not open and the computer has power, press and hold the power button on the computer until the computer shuts off.

2. With the power off, disconnect the power cord from the back of the computer.

3. With the power off and the power cord disconnected, press the power button on the computer for 5 seconds. The power light indicator on or near the power button might turn on briefly but then go out.

4. Reconnect the power cord and turn on the power.

Usually, the option for changing the keyboard layout appears in the Recovery manager screen, In order to boot the computer into the Recovery manager, you need to continuously press either the Esc key on startup until you see the Startup Menu, On the startup menu, you need to click on F11 and then you would have an option to choose the keyboard layout, for more please follow this link: Recovery when Windows 10 does not start correctly

I have included a document for the screen not loading up properly.

http://support.hp.com/us-en/document/c02217843

Try and access the HP PC Hardware Diagnostics UEFI screen and run the tests.

https://support.hp.com/us-en/document/c03467259

HP Desktop PCs - Computer Does Not Start (Windows 10, 😎

Please respond to this post with the details and with the results of the troubleshooting for further assistance.

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[DevilRadar]

Thank you for replying. I'm not 100% sure if there were any new software changes made. It said that there were updates that were automatically installed and that the computer needed to update. So I clicked on update and restart. It's been displaying the black screen since. I know there hasn't been any hardware changes either. For the BIOS screen or recovery screen I was in both I believe. I've tried doing a hard reset as well. The f11 key takes me to a screen that has Microsoft system restore, Microsoft startup repair tool and system recovery options. System recovery is NOT an option. This is my father's computer and unless something screws up no one is allowed near it so it has never been backed up. Microsoft system restore is also not an option... There hasn't been any other earlier versions made as a restore point. I've tried the Microsoft startup repair tool and it takes me back to the black screen.

[Jeet_singh · Accepted solution]

Hi @DevilRadar,

Thank you for replying,

In this scenario, I would suggest you try to backup your files first and then perform a system recovery using the partition.

For more details of backing up your files, please follow this link: HP PCs - Backing Up Your Files (Windows 10, 😎

You could also run a extensive test on the System as well as on the hard drive from F2 (Please capture the failure ID for further assistance).

To know more about system recovery, please click here

If for some reason the recovery fails. The only other way to install Windows would be to order the recovery media for your laptop and using the recovery media you can install Windows. You can check if the recovery media is available online on www.hp.com/drivers by entering the exact model no. of your laptop. To find the exact model no. click here: http://hp.care/2bygf7l

Otherwise, you could also reach HP phone support to order the recovery media. If your product is out of warranty, please choose paid options to get the tech support number.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[DevilRadar]

My father has decided to just take it back to where he bought it to see if they can repair it. I did manage to backup all the files on it though with your guidance. Thanks for your help

[Jeet_singh]

Hi @DevilRadar,

Thanks for the update,

As I understand you have decided to have it repaired. If your product is under warranty, the manufacturer’s warranty should cover repairs on the unit. So, I would personally suggest you contact our HP phone support so that they can provide you with all the service related options.

Please use the link from the previous post to get through them. 

If you wish to have it repaired from the store where you have purchased the unit, you can go ahead with it.

If you need any further assistance, please don't hesitate to reach out to us again.

I'll be awaiting your response and would be glad to help.
 
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
 
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment. 

Regards,