Laptop stuck on "we couldn't complete the updates undoing changes don't turn off computer"

[Hollyrb21]

My laptops screen is stuck after it prompted me to do an update and restart, after starting the update it failed to complete and now my screen is stuck loading after about 2 hours still! Please please help!

[Jeet_singh]

Hi @Hollyrb21,

Welcome to HP Forums, this is a great place to get support, find answers and tips, Thank you for posting your query, I'll be more than glad to help you out 🙂

I understand the computer is stuck on the update screen, Don't worry I'll help you out, however, I need a few more details to provide an accurate solution:

To provide you with an accurate solution, I'll need a few more details:

What is the product number of this computer? (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

What is the Operating System installed on the PC?

Do you know if this was a BIOS or a windows update?

Have you attempted any steps on your own before posting on HP Forums?

In the meantime, let's try these steps here:

Perform a Hard Reset on the PC

Run the System diagnostics test as well as extensive test on the Hard drive and Memory from F2

Depending on the test results, If all the test passes, I would suggest you perform a System restore to a previous date where it was all working fine. 

If this option fails, you could either try to perform a System refresh or System Recovery. Doing system recovery will wipe off everything and set the PC back to the original factory conditions. So please remember to backup all your data before running the recovery.

Link to perform System Restore: Click here

Link to perform System Refresh: Click here

Link to perform System Recovery: Click here

If for some reason, recovery fails, this means either the partition is corrupted or system file is missing. The only other way to install Windows would be to order the recovery media for your laptop and using the recovery media you can install Windows. You can check if the recovery media is available online on www.hp.com/drivers by entering the exact model no. of your laptop. To find the exact model no. click here: http://hp.care/2bygf7l

Otherwise, you could also reach HP phone support to order the recovery media. Please fill in the product details to get the tech support number.

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone numberCase number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

If the information I've provided was helpful,

give us some reinforcement by clicking the solution and kudos buttons,

that'll help us and others see that we've got the answers!

Good Luck.