Laptop will boot in safe mode but not normally or with boot disk

[malcolm9]

Thanks for your help.

After closing a piece of software, the computer suddenly couldn't find either the original disc  HDD or the extra

internal HDD that has been working fine for a year or so.

I rebooted the laptop, and got a 'critical service error'.

windows won't do the refresh or go back to previous versions options.

Trying to use a boot disc, or UsB stick I get a message 'recovery - your PC / device needs to be repaired, a required device isn't connected or can't be accessed 0x0000185'

I can get in under safe boot, but even if I switch off non-microsoft services I can't get in with a minimal loading setup.

In safe mode I the drives seem fine. No problem on error checking.

In the hardware checkup I get a battery failure - primary replace 47 error message.

There have been no recent hardware changes. I have previously had the problem of bits of plastic from the faulty hinge getting stuck in the fan, so there might be hardware damage related to overheating. I've complained that as this is a manufacturing fault, so whether or not it is warranty should be irrelevant, but haven't had any agreement from HP about this.

I'm not able to make a recovery disk in safe mode. My data is backed up, but if I can avoid having to reinstall all my software, find license keys etc,  I would prefer that.

Any help much appreciated.

Best wishes,

Malcolm

[Jeet_singh]

Hi @malcolm9,

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for the First Time Here? Learn How to Post and More.

I see from the post that you are having issues with the PC not booting into Windows. Don't worry I'll try my best to help you with this,

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

Could you provide me with the Product number of the PC? (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...)

Have you recently made any software or hardware changes on the PC before the issue started? 

Did you try to run any test on the PC?

When was the last time it worked (date)?

In the meantime, let's start off by performing a Hard Reset on the notebook: A power reset (or hard restart) clears all information from the computer's memory without erasing any personal data. Performing a power reset might fix conditions such as Windows not responding, a blank display, software freezing, the keyboard stops responding, or other external devices locking up.

If the issue started after a recent software, I would suggest you could try to perform a System Restore to a previous date where it was all working fine, using this link.

If the issue persists even after performing a system restore, I would suggest you run a System diagnostics test as well as a test on the Hard drive, memory, and battery under component test from F2 (Please capture the failure ID for further assistance).

Depending on the test results, if all the test passes, I would suggest you perform a system recovery. Doing this will wipe off everything and set the computer back to the original factory conditions. So, please remember to back up your data before initiating system recovery. If for some reason the recovery fails. 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. If your product is out of warranty, please choose paid options 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.

I hope this should help you resolve this issue. Let me know if you need any further assistance. I'll be more than happy to help.

Cheers!

[malcolm9]

Thanks for your message

Hard reset hasn't helped (still get a 'critical service failure' message when trying to boot if not in safe mode.

No recent software or hardware changes.

System diagnostics say hard disc ok, but I get battery error 47.

Best wishes,
Malcolm

[malcolm9]

Last worked 25 May. Hard drives suddenly not accessible after a piece of software crashed.

Battery check now says calibration required
Other f2 checks passed
Joc16ea#ebu

Best wishes
Malcolm

[A4Apollo]

Hi! @malcolm9, I am the MrRobot. It looks like you were interacting with @Jeet_singh, but he is out of the office today so I'll take over from here.

I appreciate your efforts for trying out the steps.

Please try the steps recommended below.

Boot into windows and enter msconfig in run command or search box and uncheck boot in safe mode if there is a check mark in it.

Try to perform a clean boot

1. Press the Win+R keys to open Run, type msconfig, and press Enter to open System Configuration.

2. In the General tab of System Configuration, select (dot) Selective startup, and only uncheck Load startup items. (see screenshot below)

3. Click/tap on the Services tab in System Configuration, check the Hide all Microsoft services box, and click/tap on Disable all. (see screenshot below)

4. Click/tap on the Startup tab in System Configuration, and click/tap on the Open Task Manager. 

5. Disable all startup items, and close Task Manager. 

6. Click/tap on OK in System Configuration.

7. Click/tap on Restart to restart the computer with a clean boot at startup, and go to step 8 below. 

8. After the computer has restarted now in a clean boot environment, do step 9 or step 10 below for what is appropriate in your situation.

9. If you could not install or uninstall a program or an update before you performed the clean boot, try to install or uninstall the program or update again.

Refer this article from Microsoft to further troubleshoot how to perform clean boot in Windows.

Let me know if this helps!

Have a wonderful day ahead! 🙂

[malcolm9]

Thanks for your message.

Unfortunately I get the same error 'critical service failure' after a clean boot.

Best wishes,
Malcolm

[Jeet_singh]

Hi @malcolm9,

Thank you for replying,

I appreciate your time and efforts,

As I understand you have followed the steps suggested as well as ran the test on the Hard drive from F2, which seems to have passed. I would suggest the next step would be to perform a System Recovery using the partition available on your PC. 

For further assistance, please follow this link: HP PCs - Performing an HP System Recovery (Windows 10)

Doing this will wipe off everything and set the computer back to the original factory conditions. So, please remember to back up your data before initiating system recovery. If for some reason the recovery fails. 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. If your product is out of warranty, please choose paid options 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,

Regards,

[malcolm9]

I reinstalled windows and it seemed promising until I tried to update the bios from the hp drivers site.

Now when I try to turn on the machine, I can hear the fan/hard disc working, but the screen is completely black. I left it like this for several hours.

I've tried turning on and off, and draining power before turning back on but all I get is the black screen.

I can't boot from a boot disc and esc/f2/f12 don't do anything

Best wishes.
Malcolm

[malcolm9]

The caps lock light blinks slowly twice, pause, then repeat.

[Jeet_singh]

Hi @malcolm9,

Thanks for the update,

As I understand the Caps lock light blinks twice and then repeats, its clearly an hardware issue with the Bios corruption,

Can you match the sequence of 'blinks' to those shown in the table below.

The best thing, I would suggest here is to either take it to a local computer tech and have it checked or you can contact our HP phone support for available service options.

Please follow the link in the previous link to contact HP phone support.

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

Regards,