12-30-2017 11:59 AM
I purchased this computer roughly two months ago from the HP irish website (as i am a resident of the republic of ireland). Didn't have any problems up untill recently when i turned it on 2 days ago and It is now stuck on a blue screen reboot loop. It boots up,does not give me any options to go into safe mode or any way of fixing it through that route then it gives a blue screen with one of the following stopcodes:
And after trying to self repair it will restart and another blue screen would pop up.
Any recommendations on what i could do to resolve this? or who i could contact and the details on how i would contact them?
Your help would be much appreciated, cheers :)
Solved! Go to Solution.
12-31-2017 08:36 PM
Good Day. A warm welcome to the HP community. I reviewed the case regarding issues with blue screen errors. 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 power outage or surge?
- Was your computer infected with Malware?
For now, try these steps:
Run complete system diagnostics from here http://hp.care/2zVu7yA on the computer to eliminate hardware failure.
- Perform the steps under the option “Run the Extensive Test (2 hours or more)” and check if diagnostics pass. If they fail, make a note of the failure code for the failed component and contact HP phone support to get the computer repaired.
- If diagnostics pass then perform a system recovery to factory settings from this link: http://hp.care/2zWGc6B (HP PCs - Performing an HP System Recovery)
- Try to backup all your important data before this as there will be data loss if that is an option.
- If recovery does not complete then contact HP phone support to order recovery media and once you receive it follow the steps in the above-mentioned link to perform a system recovery.
HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP
- Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
- 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.
- Once completed click the 'Show Options' icon on the bottom right.
- 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, the manufacturer’s warranty should take care of it for you.
Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient.
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. :)
I am an HP Employee
01-03-2018 10:08 AM
Thank you for the warm welcome. I followed your advice and went through this patiently, your help was very detailed and much appreciated. 😊
I believe this situation occurred after accidentally installing malware/bad software. There was no noticeable power surge/outage.
I ran diagnostics and the hardware all passed, however when I tried to run a system recovery I was presented with another blue screen with the following stop code:
After the recovery route failed, I proceeded to go for the “contact support” option. I got in contact with a HP tech support agent who I explained my situation to and I am now awaiting a windows recovery drive in the mail.
The unit is still under warranty for another 10 months (thankfully) so if the recovery drive option doesn’t work out then at least the computer is still covered by its warranty.
I’ll keep updating this thread with how the recovery drive option goes and how I can reach a solution to this so if others run into the same situation at least they’ll have this page to refer to, thanks again for your help and happy new year!😊
01-03-2018 01:25 PM
It looks like you were interacting with DavidSMP, but he is out for the day. I'm KrazyToad & I'm at your service.I reviewed your concern and the entire conversation.
The Recovery Media should fix this issue. But keep us posted if you need any assistance.
Thank you and Happy New Year. :)
I Am An HP Employee