Laptop stuck on black screen with loading icon

[meg_odowd]

I was using my laptop and was doing another task so the screen went into sleep mode, but when I moved the mouse the screen didn't come back on. After about 10 minutes I decided to restart my laptop which shows the HP logo and the loading circle. This is now what is stuck on my screen and I can't get past it. I've run a diagnostics check in F2 of the startup menu and everything has passed so I'm very confused. I've given my laptop a few hours but it's still stuck on this screen.

HP Pavilion 14-al119na

[GBL84]

Hello @meg_odowd,

You might want to take a look at this document : https://support.hp.com/us-en/document/c03518165

Hope this helps, for any further queries reply to the post and feel free to join us again

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Thank You,

GBL84

I am not an HP Employee

[meg_odowd]

Hi I've done the hard reset and it hasn't fixed it

[savvy2]

Posted with no OS stated.  windows 10?

i read your manual. and not one word on battery removal.

my guess is this PC the battery is not removable,  (i never buy these type PC, I use 3 batteries on vacation)

so you cant remove the battery, to see if the PC runs with no battery. (i can but i know how)

I say this because, I think you left it running, and with no AC power, you flaT LINED THE BATTERY INSIDE?

this notebook has SSD so  no hdd. good !

so id bet its ok. that SSD,

I bet the OS is corrupted, if the battery is ok. 

I guess bios works ok?  does it.

i guess, if you hit f9 at power on, you get the F9 boot pick screen  and you pick, boot to SSD and only get

the W10 spinning dots, right>?  these dots are w10 no HP,  those dots means W10 is failing to reach the login screen

and tells me w10 is corrupted, or the battery is shorted,

I always suspect batteries, they are what I call weak technology,  all else inside is robust and lasts over 20 years.

Even new batteries can fail, some even catch fire. (see recalls endless??)_

batteries can fail and short. and overload the system, that is why HP tells you plug in the line cord and see if the PC runs after 1hr charge,  for this same reason, battery overload caused.

(not always true as some pC have a vastly better charge system that allows the AC side to always work)

tests: to do : all:

So Esc works? that key, and then F1 works (information) does that work?

Do bios works? GOOD.

F9 works. ? see screen but SSD boots fail.  but booting to Udisk (usb sticK) live Linux or windows PE live memory stick works. GOOD> PC is mostly OK.

if not the power is bad, now. (battery be my guess)

lets say battery, PC runs ok on bootable Udisks. so... its bad OS!

The cure is to try each restore, in progressively  more extreme ways,

the last step erases all data.

now consider this:  (loss of DATA)

you either have data there on your C: drive or do not.?

we cannot know what you have, or what is important to you.

some have vast data and are  0 %backed up!  oops.

others, have it but are 100% backed up, (external media of any kind or cloud)

others never have data, just game, or play only solitare, or only use web mail. or the like, or only cruise www...

others have Created personal content, (a thesis?)

if you have no data.

the answer is easy, Hit F11 booting

this hot key, (3 second window of time at power on) brings up the recovere partion HP windows installer.

do that. and reInstall the OS.

fixing computers is a serial process of logic. (the paths to follow depend on results seen when running tests)

called, Diagnosis..

PC has full DC power, no dead batteries (coin or main in LT)

Recovery F11 partitions not deleted or corrupted.  (can be,,,,) if yes, you need the DVD/usb-stick (media kit ) installer.

F11 RUNS  but says HDD is bad. It might be.  if HDD is bad, (we run test on it ,removed) the F11 is now gone.

leaving only media kit , fix.

last but is really first. after Backups

is startup repair mode

see this?

this next screen is page 1. 

Reset is last.  see that? it is a full w10 full load, and kills all data. on said PC, but works  if

Battery is ok

line power is ok

and SSD is ok, it will be.

and BIOS is ok. 

[meg_odowd]

attempted the automatic repair and the system restore and they're both saying they're unable to change files on the computer and we're unable to do their job

I've also run system tests again and everything is still passing the tests

[savvy2]

why post lacking the OS, ? w10 was it new.  I see. as is SSD drive. new.

i edited my first post.

i went to HP.com for you, and see its a new PC. 2017, and is windows 10 64bit.

but you posted to Pavilion 65xx, why?>

 The below is the LAST RESORT,  a RESET.(seen in last screen below)

im not sure all things you have tired, but  system  restore. both can show, no problem found and lie.  (its rudimentary)

what is wrong is.

1: windows, is totally bad. (total corrumption, or fully virus infected, hopeless) or.

2::   -->SSD  is bad. ID BET NOT!!!

if  a live boot CD /DVD works (if not , id bet the battery is bad, and even shorted)

then boot this PC, power on

then hit F11,  that is the HP magic key, its a virtual, install disk set, located in a hidden parition on the HDD

if the F11 key is dead, that means the HDD is dead.

there are at least 4 tiers. (why 4 tiers,? easy , time and data loss is the answer, each step is longer and more data lost.)

1: fix startups (harmless in most cases)

2: system restore.  (some times this works and no data is lost)

3: F11 full install. (my guess you are here,, right?)

4: HP installed media.    (CD/DVD SET, OR  and installed Udisk, usb memory stick install. all is lost, all data. gone.

system tests are rudimentary, at best.

what matters is.

1: live CD/DVD tests work, (windows PE live, Linux live) if yes, PC part is ok, but not HDD/SSD (can be bad)

2: then install full OS.  if the installer  by HP fails, the SDD is dead. (from media installs methods)

i have no idea your case.

there are 2 customers

1: with data

2: with no data (like gamers or , just chatters(web mail user, or whats'up users, etc, with no data.)

is you are customer 1,  with data,  (my last customer had 17gigs of data. photos and music, not any backed up.

if you are like this customer, then step 1 is backup now.

ask how, or google that, 1milliion hits.

if my OS is dead?, what do I do, easy, I am like #1 , have data. most my data is on drive 2,safe, and backed up to external drive,  and to a bluray disk.

so what if i was not backed up, now.!

what would I do.?

easy, id remove the drive (dead pc) and attach it to a working PC, (so i can do backups) then do so.

if the moved SDD is dead, its dead, you lost it all , now.

if the moved SDD works now,  then copy your data to other media.

the best way to do that is buy and external hdd enclusure.

If you have Esata, on your PC use that, if not use the slower, USB enclusure.

it about a $15 case, even newegg has them.  i have all types. 2.5" 3.5" and even larger.

for the laptop , its 2.5" SDD.

one attaches it to the working PC, and now magically has access to all those lost files, (if lucky)

if the SDD is dead, well, it's Dead.. (unless $3000 recovery services are  cheap to you)

 the F11 key, is a BIOS hot key, this HOT key works only on unmodified, HP PC's

if say you clean loaded a microsoft disk, then F11 will now be dead.

here is the working screen, some newer HP have a HP page, first. here, allowing guided backups ,etc.

here is a basic screen. F11,  

as you can see, the first one is , full install, (or what we call and INLINE upgrade, w10 to w10) for example

then next is a full install. called reset.

#3 below may or may not be present,  its the HP recover engine,

the #3 is all hope lost, way,  all data will be GONE. (all your data)  this is what i call virtual install disk installs.

 if this fails the SSD is bad or main hidden large  battery is shorted.

[savvy2]

as a general practice

never let that main battery discharge 100%

Some PC will let the cells go too low, and then they are dead, forever.

newer batteries, have protection device, to avoid fires.

'

"If a lithium-ion battery is discharged below 2.5 volts per cell, a safety circuit built into the battery opens and the battery appears to be dead. ? "

if the cells get unbalanced, the PC does not know that, and MAY, get one cell too low by accident.

learn to not run PC until the battery flat lines.

and win.

[savvy2]

to reload the OS

the instructions are on the HP site.

step by step

also know that if your PC's  HDD is set up for GPT formatted not old easy MBR formatted.

then extra steps are needed. (maybe)

what to do if the OS runs at all is look in diskmanger it tells what you have

if OS is dead?

only Bios can tell you whAT You  have for BOOT on Drive 0.

or run a Windows PE 8 or 10 live CD (or boot stick) and see what is there.

this is all basics here, the full  story is always at HP.com (endless help , guides,books and a forum)

all newer PCS run GPT for security reasons.

but hitting F11 at boot, can cure many problems.

https://support.hp.com/us-en/document/bph07143#AbT0