Brand new and doesn't work

[AllisonBlitz26]

I just purchased HP Laptop (edited) out of the box   I turn it on connected to my private WiFi and create a brand new outlook account    The computer doesn't want to run downloads from Microsoft "Family" account pulling files from 2009?!?!   I literally just purchased this computer   Any feedback would be great as I cannot get past a blank screen now    I attempt to reset the darn thing and I get error stating Unable to Factory Reset    What is this? 

[Jerry_57]

Hi @AllisonBlitz26,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I'm sorry to hear that you're having trouble with your new HP laptop. Here are some steps you can take to try and resolve the issue:
 

Power Reset:
 

• Completely shut down the laptop.
• Disconnect all external devices, including the power adapter.
• Press and hold the power button for about 15 seconds.
• Reconnect the power adapter and turn on the laptop.

Boot into Safe Mode:
 

• If the laptop starts, try restarting it again and pressing the F8 key repeatedly to boot into Safe Mode.
• Once in Safe Mode, you can try to uninstall any updates or drivers that might be causing issues.

Use Windows Recovery:
 

• Repeatedly press the F11 key during startup to access HP's recovery options.
• From there, you may have options to reset the PC, restore from a backup, or repair the startup.

Check for Recovery Options in BIOS:
 

• Restart the laptop and press the ESC key repeatedly to enter the Startup Menu.
• Then go to BIOS Setup by pressing F10.
• In the BIOS, look for any hardware diagnostics or recovery options that might help.
  
  
  I hope this helps.

Take care and have an amazing day!
 

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Jerry_57

HP Support