Unable to to logon or boot up. Black screen, no sound, etc.

[virginiasquire]

Logged off and when the screen went black and shut down, the power on/off button was still illuminated. Also, the white power light near the ac input connection was still on. I disconnected the power cord and both light stayed on. The light have been on now for 3 days and the unit has been disconnected for the same amount of time. Pressing the power button does nothing. I'm at a lose and not sure where to go. The unit has a 3 year warranty purchased from HP at the time I purchased the computer. Although a gaming computer, I am not a game player. I have been unable to speak to a living soul at HP. Purchased the computer 2/22/2020 and received 3/19/2020. Any suggestions would be greatly appreciated.

[ub6424 · Accepted solution]

Hello @virginiasquire 

Sorry to hear that you are having problems ... and I would like to help you.

First follow the HP standard procedures:

(1) https://www.youtube.com/watch?v=sj6kYmT7GLs

(2) https://www.youtube.com/watch?v=qpiGUojtr3E

(3) Please let me know your results, then we can solve your problem further.

[virginiasquire]

First, let me say thank you. The bios restore worked. When I went and looked at the computer, the white light was no longer on and the green light on the power button was off. They had been on since last Friday with the power cord disconnected. Following the video was seamless and worked like a charm.  Having folks like yourself helping old codgers like me (late 70's) is great especially when I find it impossible, so far, to contact HP and hear a human voice.

Thanks again as it is greatly appreciated.

[ub6424]

It was a great pleasure to help you 

best regards

[Alexcjw4]

Hi there,

I've done all of the above steps and am unable to fully boot up. I've run the BIOS twice now and afterwards, reboots back to the black screen. What should my next steps be?

Thanks for any help you can provide!

Alex

[ub6424]

Hello @Alexcjw4 please create a new topic and I will support you

[Alexcjw4]

I just did a little while ago. Looking forward to any help you can offer! Thank you!