15m-ee0013dx Windows 11 Problems

[Tek-Work_IT]

There is a serious problem with the 15m-ee0013dx. All hardware has been tested and found all systems green. However, when installing the image file from your own Website, it will run through the installation process and upon first boot, you will be greeted with a black screen with an accessibility icon and a power icon. There is a serious flaw where Windows 11 will not run on your hardware. If you install a standard Windows 11 image, the keyboard and mouse will not work, and after the first reboot you will be greeted once again with a black screen with the same two icons. Linux works fine, Windows does not, the hardware including the SSD test fine. Why is this system broken?

[Nal_NR]

Hi @Tek-Work_IT,

Welcome to the HP Support Community. 

I'd be happy to help you! 

Here are some steps to diagnose and resolve this issue.

1. Check BIOS Settings

• Restart your laptop and enter the BIOS/UEFI settings (usually by pressing F10 during startup).
• Ensure that Secure Boot is enabled and that the Boot Mode is set to UEFI.
• Check for any specific device settings that might affect the installation process.

2. BIOS Update

• Make sure your BIOS is up-to-date. You can download the latest BIOS version from the HP Support website:
  • Go to the HP Support page and enter your laptop model.
  • Download and install the latest BIOS update.

3. Driver Integration

• It sounds like there may be an issue with drivers during the Windows 11 installation process.
• You might need to create a custom installation media with the necessary drivers integrated:
  • Download the Windows 11 installation media creation tool from Microsoft's website.
  • Download the necessary drivers for your laptop from the HP Support page.
  • Use a tool like NTLite to integrate these drivers into the Windows 11 installation media.
  • Proceed with the installation using this custom media.

4. Windows 11 Installation in Safe Mode

• Try booting into Safe Mode after the installation to see if the system behaves differently.
  • Power on and off the system three times to trigger the Windows Recovery Environment (WinRE).
  • Navigate to Troubleshoot > Advanced Options > Startup Settings > Restart.
  • Select Safe Mode from the startup settings.

5. Installation Log Review

• During installation, Windows creates log files that can help identify what’s going wrong.
• Access these logs by booting from the installation media, opening a Command Prompt (Shift + F10), and navigating to the log files (usually located in C:\Windows\Panther).

6. HP Recovery Media

• If you're using HP's recovery image, ensure it is the latest version. Sometimes older recovery media might not be fully compatible with new updates:
  • Go to the HP Support page and download the latest recovery image for your model.
  • Use this updated image to perform the installation.

7. Test with Minimal Configuration

• Remove any external devices and additional hardware (e.g., additional RAM, external drives) to ensure they are not causing the issue.
• Perform the installation with the minimal hardware configuration

You may use WMC to download Windows 11 from this link.

Hope this helps! Keep me posted for further assistance.

 Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Tek-Work_IT]

Thanks for the advice, after trying all that, the keyboard and mouse still would not work and I have found out the root cause. Windows 11 is stuck in tablet mode and there is no way to turn it off. This is a HUGE design flaw on the part of Microsoft. I'm pretty sure there is perhaps a broken sensor within either the screen or the motherboard, however it is still a functioning laptop. The inability to turn the laptop back into a laptop is a HUGE problem because in tablet mode, the keyboard and mouse are DISABLED. I would suggest in the future, HP should make an enabling switch on their convertible models that can disable the sensors, making Windows 11 recognize that it is no longer a tablet or Microsoft needs to simply needs to add an option in the OS to change modes manually. Now my customer is stuck with an overpriced tablet that they have to use an external keyboard and mouse. I am thoroughly disappointed and will be advising customers in the future to not purchase any convertible type of laptops in the future until this issue is resolved.

[Nal_NR]

Hi @Tek-Work_IT ,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction to fix the issue via remote assistance. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!