Black screen after bios password login. Doesnt get to Win7 login

[Judd120]

Hi, my HP Pavilion DV7 6153ea has suddenly developed a problem. Two weeks ago I turned the laptop on only to hear the fan making a strange noise... as if it had got a little stuck. I turned the laptop off, gently banged the back of the laptop, turned it back on and all seemed to be well. However, about 2 weeks later I suddenly got a blue screen after hibernating with lots of browser tabs open as I was doing a lot of research. Now my laptop will boot up and allow me to enter my bios password but then the screen goes black and never gets to the Windows 7 (64bit) login screen. I've tried Windows start up repair which says it can't fix the issue, done a bios recovery and logged into Windows safe mode. However to no avail and now when trying to log into safe mode again 95% of the time it hangs on the same driver and freezes eventually forcing a hard power off.

Note, I have a crucial mx500 ssd and one of the original 500gb Seagate harddrive installed. Also, I had recently updated to Java 8, newest flash and moved from 2015 Avast Antivirus to 2019 version. 

I also noted that for some reason, probably due to me fiddling with settings, my Avast 2015 was creating restore points everytime I updated the virus definitions meaning I lost my earlier own created restore points meaning I cannot go back now.

Is this a virus, software or hardware issue? I'm guessing that perhaps the fan has a problem and or graphics card or drivers? 

Should I do a factory reset?

Any help would be appreciated! Thank you in advance.

[Jeet_singh]

@Judd120,

Thank you for posting your query on HP Community,

Let's try these steps here: 

I would recommend you run an extensive system test from F2(Please capture the failure ID for further assistance).

If the test fails then this could be a possible hardware failure. 

If the test passes, I would recommend you try to perform a system recovery either using the partition available on your PC or using the recovery media.

If you have created one soon after purchase of this PC. If you don't have one or for some reason the partition is not working, In that case I would recommend the next option would be to order a set of recovery media. 

To know more about how it works: 

Link 1: HP PCs - Performing an HP System Recovery (Windows 7)

Link 2: HP PCs - Obtaining PC Recovery USB Drives or Discs

If you find it difficult to place an order, you may contact our HP support team to help you order one. 

HP support team can be reached on this link.

Let me know if you need any further assistance!

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

Have a great day!

[Judd120]

Dear Jeet,

thank you very much for your response and help. I really appreciate it 🙂

I've pressed F2 and done all the tests available to which the laptop passed with no error codes. I do note however that the graphic card was not tested... there was no option for this as the F2 tests focused on the hardrives, RAM and processor. I've noticed that Windows Safe mode seems to stall on the graphic driver amdkmafd.sys

Either way, I have also done a BIOS recovery, reinstalled the graphic drivers and updated, and done a full system antivirus scan both via the installed AVAST, Windows Defender and via ESET an online antivirus with no problems found.

I've also done a April 2019 Windows Update avoiding the KB4493472 update that has caused Blackscreen for so many Windows 7 laptops (see: https://tinyurl.com/y4etxaz6 ).

To avoid any such problems I have also now uninstalled AVAST and my Crucial SSD MX500's momentum caching software. I have replaced the original OS Hardrive with an SSD 8 months ago.

Consequently, I would like to perform a system recovery.

I tried the first link: 'Link 1: HP PCs - Performing an HP System Recovery (Windows 7)' however this only gave me the option of doing a full factory reset, not a recovery disc type repair, which would delete all my files, photos, etc!

As I want to save my data, I then progressed to the second link: 'Link 2: HP PCs - Obtaining PC Recovery USB Drives or Discs'. However, when I followed the link there was no such Recovery Discs available. I called HP UK Support and they said they don't have them anymore. I then went to Microsoft's Recovery website and inputted my licence from the back of the Laptop and Microsoft state that they cannot provide a recovery disc for my Windows 7 Home Premium (64bit) as:

'Error - The product key you entered appears to be for software pre-installed by the device manufacturer. Please contact the device manufacturer for software recovery options.'

As HP no longer want to provide the Recovery Discs it seems like I'm stuck. I'd happily download and burn them myself but HP won't provide a link to the files. Can you help with this?

I'd just like to finish by reiterating that my laptop will still only boot to Safe mode one in every 30 times and into full Windows desktop about one in 50 despite doing all the above.

Any help is deeply appreciated!

Thanks in advance!

[Jeet_singh]

@Judd120,

In this scenario, I would suggest there is one option where you can create own set of recovery media.

For more details, please follow this link: HP Consumer PCs - Using the HP Cloud Recovery Tool (Windows 10, 7)

Let me know how it goes!

Thank you 🙂

[Judd120]

Thanks for getting back to me so quickly Jeet! 🙂

I've looked into the Cloud Recovery Tool but this still invioles deleting all my files! It's not a Windows Recovery Disc... Furthermore, it only supports PCs/Laptops made after 2016. My HP Pavillion DV7-6153EA is from 2012...

What I really need is the Windows Recovery Discs for my laptop. The Cloud Recovery tool is just factory reseting as far as I can tell, and that is already available to me via the HP Recovery program on my laptop harddrive partition. Of course, I'm not 100% certain that the Laptop HP Recovery Partition is not infected with a virus or corrupted in some way, but still reseting the laptop will delete my data.

Is there any way to get a Windows 7 Home Premium (64bit) recovery disc for my HP Pavillion DV7-6153EA? Surely this would allow me to recover the OS and keep my files? Or am I misunderstanding?

As mentioned before, Microsoft would allow me to download Recovery Discs from them if the pre-installed by manufacturer liscence provided with the laptop didn't prevent this! It's crazy that HP are preventing my laptop OS recovery due to their wanting to save a dollar on not providing recovery discs and then not keeping said files available on their support pages in case of situations like mine when then recovery patition might be infected or corrupted.

Do you have any other suggestion?

Thanks!

[Jeet_singh]

@Judd120,

Recovery media will not contain the backup of your PC, it has the copy of the Operating system with all the settings and drivers and software that was there when you bought your laptop.

If you wish to backup your files before running the recovery, If you're able to boot the computer into the desktop screen, you can backup all your important data. 

HP PCs - Backing Up Your Files (Windows 7)

HP PCs - Back Up Files Before Recovering your Computer (Windows 7)

I hope this answers the question. Let me know if you need any further assistance. 

Take care and have a great day 🙂

[Judd120]

Hi Jeet,

I understand that Windows 7 recovery discs will not backup my hard drive. What I want to do, as  I've explained, is use Windows 7 recovery discs to refresh the operating system which has become corrupted. I can't use the recovery partition on my hard drive because that has become corrupted and might potentially have a virus.

In other words I do not want to use the Windows 7 recovery discs to reset the computer to factory condition but refresh the operating system leaving my files intact on the hard drives.

The reason I'm in this situation is because HP will not provide me with Windows 7 recovery discs for my laptop. Further, Microsoft will not allow me to download Windows 7 recovery discs from them because my licence is via HP...

Consequently, because he HP wanted to save 50c  by not providing recovery disks as they did for my previous HP laptops, instead putting the recovery onto the hard drive, which can of course get infected and corrupted, which has  happened, I'm now stuck in the situation where Microsoft won't allow me to download their grerly availsble W7 recovery discs and HP are saying they don't have them even though my laptop is only 6 years old. Surely, these Windows 7 recovery discs must be available on a backup service somewhere within the HP organization?

Furthermore, I've discovered even if I get some Windows 7 recovery discs from a friend or somewhere else my HP provided licence won't allow me to use it because it will recognise it's not come from HP. I am therefore in a Catch 22 situation whereby there is a free and easy solution to this element of the problem but I can't fix it because HP is refusing to give me Windows 7 recovery discs that only they can give me!

Let's try and make this easy. Can you get me the Windows 7 recovery discs under my HP licence that will allow me to refresh the Windows 7 operating system and not lose all my files?

Is there anyone on this forum who has an HP 6153 EA who has the w7 recovery discs who would kindly put an image of them in a Dropbox so I can then use it to least try and fix this element?

Many thanks in advance 🙂

[Jeet_singh]

@Judd120,

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.