Hp ProBook will not boot past the sign-in/password screen? Help please

[Adrea]

My computer started acting funky after I did the new windows 10 update. It worked for a few weeks, then all of a sudden crashed. It will not get passed the sign-in/password screen. The actually type box for me to enter my password doesn't even come up. I tried restarting and tapping ESC to bring up the system dianostics.  I performed the F2 Start up test, the F3 Run-In test, and the F4 Hard Disk Test. All of which FAILED, i ran them all twice. I really need to get some files off of this computer. As anyone experience this? Any tips would be greatly appreciated. Thanks in advanced.

[IT_WinSec · Accepted solution]

Hello @Adrea

Thank you for posting in the HP Support forum. Welcome !

I am sorry for the issues you experience. If all the tests failed, this is a hard disk failure.

Since this is faulty HDD, you will probably not be able to recovery your files. You can try to but there is no guarantee you will be able to access the files as the HDD reports failure - best would be to recover files from a previously created back-up. I will post instructions *below* how to attempt to access your files.

You will need :

- either 1 empty/blank USB thumb drive   OR  1 empty/blank DVD disk

- Linux based operating system - free to download - e.g. Ubuntu or Linux Mint

You can directly download Ubuntu Desktop from Ubuntu's web site:

Download the x64 ISO > https://www.ubuntu.com/download/desktop

Once ready, you have to write the ISO to make a bootable media (e.g. bootable DVD or USB drive). Here is how:

* How to create bootable ISO on USB device >> http://www.ubuntu.com/download/desktop/create-a-usb-stick-on-windows

or

* How to write ISO to DVD >> http://www.ubuntu.com/download/desktop/burn-a-dvd-on-windows

When ready with the USB drive or with the DVD:

* Ensure Secure Boot is disabled  (if applicable for your model)

* Ensure Legacy mode is enabled (if applicable for your model)

* Save the UEFI/BIOS changes.

(if applicable for your model) Details>> http://support.hp.com/us-en/document/c03653226

Eventually, please, shutdown the computer using the power button.

- Insert the Ubuntu USB thumdrive or the Ubuntu DVD prepared previously

- Power on the PC.

- As soon as you press the power-on button, keep hitting the Esc button (like tap-tap-tap).

This should open a HP Startup Menu with several options

- Choose F9 to open Boot options (or F10 to open BIOS or the respective F function to open boot options and boot the device). Select the thumb drive or the DVD as a boot option to load from.

- Follow the on-screen instructions to run Ubuntu (not install it but try it).

Ubuntu should load. You can try to see if it will be able to mount your existing HDD. If possible, you may be able to browse your files and copy what is necessary to a online Cloud storage service or to another device.

Hope this helps.

[IT_WinSec]

 With regards to the faulty hardware part:

You will need to replace the faulty HDD - buy it on your own. There are variety of options - vendors you can choose from. You can get it online or from PC retail store, or from HP parts store http://partsurfer.hp.com/

You can also consider installing SSD instead of HDD - this is strongly recommended as SSDs are way faster, more repliable and lighter. More info on SSDs:

>> http://www.computerhope.com/issues/ch001396.htm

>> http://www.pcmag.com/article2/0,2817,2404258,00.asp

You need HDD with the very same size as the current one or bigger (small will not work) - e.g. if your current HDD (or SSD) is with 500 GB capacity, your new HDD/SDD must also be 500 GB or with bigger capacity. 

How to replace the faulty HDD with new HDD or new SSD: please, find info and instruction in your computer's manual

Service and maintenence guide - page 62 >>> http://www.hp.com/ctg/Manual/c03758231.pdf

If you do not want to do this on your own, please bring the computer (or ship it) to HP Authorized Service Center where the technicians will do this for you. If you are not sure where such a center is located, check these or contact HP for assistance in finding the nearest one for you:

>> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

>> http://support.hp.com/us-en/document/c00372730

>> http://www8.hp.com/us/en/store-finder/find.do?bs=SR4&type=authorized

Last part - once you replace the faulty component - you will need to reinstall back your operating system - Windows or another.

 Your PC model officially supports Win XP, Vista and 7 only. Win 10 is not officially supported. However, if it worked fine, you may install it again.  Let me know which one you prefer and I will post specific instructions how to install Windows

[Adrea]

Hello,

Thank you for the quick response. I have booted the computer with Hirens 15.2...i guess similar to unbutu. I was able to recover my files and put them on a flash drive. Now that I have that issue out of the way I will work on getting a HDD. Also i had no idea that Windows 10 isnt supported for that model. Is it because its an old model?

[IT_WinSec]

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@Adrea wrote:
Hello,

Thank you for the quick response. I have booted the computer with Hirens 15.2...i guess similar to unbutu. I was able to recover my files and put them on a flash drive. Now that I have that issue out of the way I will work on getting a HDD. Also i had no idea that Windows 10 isnt supported for that model. Is it because its an old model?

---

You are welcome. Great news.

Yes, Win 10 is not supported because HP hasn't officially tested it with Win 10 and hasn't released drivers for it because it is an old model.

Win 10 may run just fine on it   but just not officially tested and supported.

Cheers 🙂