Black Screen with rotating dot-circle on startup. Laptop not operating beyond that

[Damalfa123]

On startup, I get the HP logo and rotating dots on a black screen.  That's it.... it keeps rotating and the laptop keeps sounding as if it's hard drive is operating at some task or other

1)Have performed a Hard Reset or Forced Reset.....no change to fault

2)Have performed both rapid and extended test on Hard Drive......both Passed

What should I try next please?

[WAWood]

@Damalfa123

Hello;

Allow me to welcome you to the HP forums!

How long have you let it set with the rotating dots?  Sounds like it's trying to do some Windows Updates and with the recent ones, that can take 45minutes or more.

Next time, let it sit -- for at least an hour.

If it still does not boot into Windows, it could be a boot files corruption problem.   You will need access to a working PC for this step in order to create the media needed to repair your PC boot loader.

Once you have that, please download and create Win10 install media from this link: http://windows.microsoft.com/en-us/windows-10/media-creation-tool-install?ocid=ms_wol_win10

Note that when you go do download and build install media, the tool defaults to matching what is already installed on your PC (as in, Home for Home, 64-bit for 64-bit). While you CAN change these settings, do NOT. If you do, the resulting media will be different and will force you to enter a NEW product code!

Boot from the media you created, and follow the directions in this link: http://www.tenforums.com/tutorials/2294-advanced-startup-options-boot-windows-10-a.html

You will need to go to the Advanced Options screen and click on Startup Repair. You will probably have to run Startup Repair three times for it to fix all the boot loader problems.

When done, your PC should boot OK. If it does not, there is a more serious problem.

Good Luck

[Damalfa123]

Hello WA 

Many thanks for your quick response.

Ive had the laptop from new for less than 6 weeks, and am not conversant enough with what you've 

suggested to do what you've suggested.  

Besides, I've just paid for an HP Warranty renewal and feel that the problem is one for HP Customer Support.  I've 

done the System Checks advised by HPs online helpchecks, and all have PASSED except Step 3: Recovering the notebook BIOS using a key press combination, which failed.

So, if you could suggest a helpful link to HP Customer Support in GB, that will be most useful

Richard

[WAWood]

@Damalfa123

For HP Support outside the US, 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!

Good Luck