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Message 1 of 3
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New HP Pavilion Gaming Desktop 690 0013w never worked

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Pavilion 690 0013w

I bought a brand new computer for my son for his birthday.  It worked fine until we downloaded Fortnite. As soon as we downloaded Fortnite, my son tried to play and he said he was unable to "run."  So we shutdown and started it back up and then is said "no signal" from the HDMI ports.  We switched cables, and we purchased new cables.  We even tried a new cable from the other port, still no signal.  I took the computer to the Geek Squad and they tested it and said the computer is a "faulty" computer and I should take it back where I purchased it from or contact HP.  I took it back to Walmart where I purchased it from but they said since it has been more than 90 days they cannot do anything and I should contact HP.  My son has NEVER been able to use this computer and we paid more than $600 for it.  It is very upsetting that it never worked.  It has been six months of trying to figure out how to fix this.  Please HELP! My son would like to FINALLY be able to play Fortnite on his new computer for Christmas.  Thank you.

Level 12
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Message 2 of 3
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Welcome back to the forum.

I am not a HP employee.


I would contact HP Support (Link) for assistance at this point. I can't see how installing Fortnite would break HDMI graphics output.


Have you tried a HP factory recovery after saving data to external backup?


I don't know what tests Geek Squad did to arrive at the conclusion your PC is faulty.


I will refer your problem to Forum Moderators. No guarantees.


I hope you get this problem resolved.



HP Support Agent
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Message 3 of 3
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Hi @FortniteMom


Welcome to the HP Support Community. 


I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).


Thank you for visiting the HP Support Community. 


Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!


Have a great day! 

I am an HP Employee

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