HP laptop hangs , blackscreen during boot HP logo

[JeroenH]

Have a HP Laptop - 15s-eq0815nd with serial [Personal Information Removed], bought end aug 2020. 
Since last week it start booting (win11) but hangs in HP logo with turning circle, stops turning.

I updated bios to F.66, still the same. Restored the W10->11 image, same problem.

Today went into dianostics and ran all tests for 12h repeating no errors, so hardware seems ok,

After rebooting, still the same, sometimes windows restore blue screen comes in. Also tried to remove latest "windows updates" from there, but wont work.

What to do, just past the waranty 😞

[ub6424]

Hello @JeroenH 

Sorry to hear that you are having problems ... I would like to help you.

Let me check your basic system configuration.

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/screenshot/paste following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

Processor

BIOS Version/Date

(2) Start Windows <Device Manager>

- Expand <Disk drives>

- Expand <Display adapters>

- Expand <Network adapters>

- Expand <Sound, video and game controllers>

--->>> Send screenshot

(3) Please report your results

[JeroenH]

OS Name: Windows 11

Version

System Model: HP 15s (19M99EA#ABH)

System SKU ( equals HP product number (p/n) ) 19M99EA#ABH

Processor: AMD Ryzen 5 3500U radeon VEGA mobile Gfx

BIOS Version/Date  F.66

Tried Direct with boot tried F11 to recover, mostly it freezes. If not mouse / keyboard wont react most of the time, sometimes mouse works a second and then screen freezes again. 

When I came in the menu, I tried to remove the latest security updates, whichs sometimes work and restarts windows, but after reboot same story all the time.

Also tried to reinstall W10 from a USB stick, but when it comes into the first screen, mouse/keyboard does not react all the time. If you go into the bios or default that, mouse and keyboard are working. So unable to reinstall W10 as well

So at the moment I am totaly unable to run MSinfo as it does not come into windows.

Also started Latestversion HP Diag  8.8 from the USB stick and ran through all the tests specific also Keyboard and mouse withhout any failure.

[ub6424]

Hello @JeroenH 

Windows does not work correctly. Please reinstall it.

(1) Please reinstall your operating system !

You need (another Windows computer) to prepare bootable <USB flash drive>

 An unused or empty USB flash drive with at least 32 GB storage capacity is required.

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10

Take time and follow

https://support.hp.com/us-en/document/ish_4511095-4511141-16

( All Software and drivers from HP are included )

Information: Your product number is supported: 19M99EA#ABH

(2) Please report your results

[JeroenH]

Thanks, I tried, I have prepared a stick with the HP tool with basic windows 10. When it boots with that, again keyboard and mouse starts hanging so you are not able to walk through the Install proces.

Bad luck with this hp just 2 months after warranty expired 

[ub6424]

Hello @JeroenH 

(1) As workaround connect external <USB wired> keyboard and mouse

(2) Start the recovery from the beginning.

(3) Please report back

[JeroenH]

In the mean time I created a case with HP, but unfortunately very bad support, no single reaction, maybe due the fact that strange enough we bought it aug 2020 and expect warranty up to set 2022, but check on hp site is waranty expired per jun 2021 🤔

Bad thing is even the created case is not taken up into action. Which brings us to the conclusion to buy a new laptop, not HP this time.

In the mean time I dismounted the laptop , changed the SSD and laptop is working again, although many time hp diag did not report SSD as bad disk, all green. So laptop is working now again.

[ub6424]

Hello @JeroenH 

The start and end time of the warranty was wrong, but it's too late now anyway.

---

@JeroenH wrote:

...

In the mean time I dismounted the laptop , changed the SSD and laptop is working again, although many time hp diag did not report SSD as bad disk, all green. So laptop is working now again.

---

Great to hear, you did it !

Good luck