Please help! Stuck at boot read description! :(

[AndrewMefford]

Please help me someone my pc is stuck on diagnose screen I tried the hot keys to reset my pc I click on reset and keep files it freezes I try to factory reset it tells me I'm unable to, I ran the extensive diagnostics test as well and everything passed so I dont know what to do from here! (I prefer to keep my files as i have just edited a video days worth of editing files will be gone, but if not possible saving my PC is key) thank you all for taking the time to read this please someone if they know get back to me ASAP 😞

[old_geekster]

@AndrewMefford , welcome to the Community.

What is the Product Number of the computer? I need this information to review the specifications of it. Please don't furnish the Serial # or other personal information. You can find the Product Number at the bottom of the page when you open HP Support Assistant.

[AndrewMefford]

Thanks for replying geekster! My product number is 6YQ55AA#ABA

[old_geekster]

You are very welcome, @AndrewMefford!

Here is a guide the should help you solve your problem: https://support.microsoft.com/en-us/windows/create-installation-media-for-windows-99a58364-8c02-206f...

I believe that you will have an option to save your files when you do the install.

The old adage in computer management is, backup your files when they are big enough that you don't want to make them again!  Hopefully, you will be able to retrieve all of your work that you did.

Please click the Thumbs up + button if I have helped you and click Accept as Solution if your problem is solved.