Computer turns on but no desktop

[JE97]

I was using it yesterday. It froze up so I walked away and when I came back the screen was black. I tried to power it back on with varying levels of sucess and the closest it came to working was when I went to task manager from "ctrl alt del" on lock screen but the computer was either unable to or too slow to do anything before it crapped out again. Then I tried a hard reset and that did not work. I was able to get to the uefi by pressing f2 and run some diagnostic, which said the hard drive failed a test.
Is there any way to fix it?
Is there any way to at least get my files back?

[DavidSMP]

Hi @JE97,

Good Day. A warm welcome to the HP community. I reviewed the case relating to the computer not booting. I will be delighted to assist you here.

Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this.

• Did this happen after a recent power outage or surge?
• Please let me know the complete model# of the computer with the operating system installed on it to provide you with accurate information.

For now, let me keep you posted about a few things here.

• You’ve done great to run the hard drive diagnostics and figuring out that it has failed.
• It is very difficult to retrieve information from a failed hard drive. You could contact a local Best Buy or Staples technician or any other technician to try and retrieve the information. The chances are slim and there may be a cost involved when you approach them to retrieve data.
• I am not beating around the bush. I am being honest about it by keeping your best interest in mind.
• To get the hard drive replaced you could contact HP phone support to either get the computer serviced or the hard drive sent out along with the recovery media to reinstall windows on the computer.
• The hard drive should be customer replaceable and the computer should either be under warranty or not out of warranty for more than 3 years.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

1. Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
2. Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
3. Once completed click the 'Show Options' icon on the bottom right.
4. Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately. If the unit is under warranty repair services is taken care of by the manufacturer’s warranty.

If the computer is out of warranty by more than 3 years, then please contact a local technician to get the hard drive replaced as the original manufacturers and suppliers who supply the parts to HP to build the computer don’t do so anymore and hence service options are no longer available. Contact HP phone support to order recovery media though by following the steps posted above.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂 Please reach out for any issues and I'll be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

[JE97 · Accepted solution]

Hi David,

I figured it out. Was able to get most of my files back by windows repair screen > cmd prompt> notepad.exe > save as> send to flash drive.

Thank you 

[A4Apollo]

Hi @JE97, I am the Mr.Robot. It looks like you were interacting with @DavidSMP, but he is out of the office today, so I'll take over from here.

I am happy to hear that your issue got resolved.

If you have any queries in future related to any HP products, you can always reach out to us.

We will try our best to help you out.

Take Care!

Have a great day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!