Accidentally turned computer off while windows update and now won't start computer past hp screen

[James_11]

When I tried logging factory resetting the device it asked to update windows and I turned it off during the update on accident and now it won't go past the hp screen

[WAWood]

@James_11

Hello;

Allow me to welcome you to the HP forums!

Sorry, but I don't have very good news for you ...

Having the machine shut down during Windows Updates is a really BAD thing to do -- as it often leaves the machine in a corrupted state.

You will have to do a total reset of the PC to get it working again.  You should try pressing F11 while rebooting the PC to see if you can get into Recovery mode.  If that works, try doing a reset.

If F11 does not work, then you would need to do the reset using HP Recovery Media.

HP Recovery Media is a set of DVDs and a CD, or USB stick, that will erase the hard drive (removing all data, settings, and applications, reinstall the original OS, drivers, and some HP Utilities. In some cases, you may be able to order a USB stick instead of disks. You have to order these from HP; they can not be downloaded.

You can look online for Recovery Media starting with the linked paged: http://support.hp.com/us-en/drivers

Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click "Update". If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the "+" symbol to expand that entry and click on Order Media for details.

Or, if you prefer, you can do the same by contacting HP Customer Service:

If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!

If you have trouble finding a phone number, then try: 1 (800) 474-6836

If HP no longer provides Recovery Media for your model, a couple of other sites you can check are: http://www.computersurgeons.com/ and http://www.restoredisks.com/

Good Luck