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angi45
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HP Recommended

Laptop won't open

Example: Hp 360 convertible
Microsoft Windows 10 (32-bit)

I tried to reset laptop to factory settings. It was unable due to a problem incurred. Now it only opens to hp logo and will not go farther. Any help will be greatly appreciated 

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HP Recommended

Laptop won't open

@angi45 

The HP Logo is displayed by the microcode that is embedded into the chipset of the system board so, at that point, Windows is not running and the hard drive is not being accessed.

 

Hanging at that point is a strong indication that the hard drive is failing.

 

If your PC is new enough to support UEFI, you can use these steps to test the hard drive: http://support.hp.com/us-en/document/c00439024

If not, to check the drive you have to follow these steps:
1) Press Esc key repeatedly, several times a second, while rebooting the laptop. Do NOT hold the key down, just press it over and over.
2) Eventually, you will see an HP Startup Menu -- that will look similar to the image below ...
HP Startup Menu.jpg
3) press the Function key for testing the hard drive (usually F2) and let it run.

Please report back the test results.

***If my post helped, click the White thumbs-up symbol to say thanks***

***Please mark Accept As Solution if my post solved your problem***

I am a volunteer and I do not work for, nor represent, HP
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angi45
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Laptop won't open

ran the test all passed

still just showing hp

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HP Recommended

Laptop won't open

@angi45 

OK ... well, I guess it did not find any hardware issue.

 

Then at this point, you will have to reinstall Win10 to the PC -- and for that, you have two choices:

1) HP Recovery Media

 

HP Recovery Media is a set of DVDs and a CD, or USB stick, that will erase the hard drive (removing all data, settings, and applications, reinstall the original OS, drivers, and some HP Utilities.

In some cases, you may be able to order a USB stick instead of disks. You have to order these from HP; they can not be downloaded.

You can look online for Recovery Media starting with the linked paged: http://support.hp.com/us-en/drivers

Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click "Update".

If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the "+" symbol to expand that entry and click on Order Media for details.

Or, if you prefer, you can do the same by contacting HP Customer Service:

If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!

If you have trouble finding a phone number, then try: 1 (650) 857-1501.

If HP no longer provides Recovery Media for your model, another site you can check is: http://www.computersurgeons.com

When you get the media, if it is a USB stick, insert it into your PC, pressing F9 to get a Boot menu, then select the External USB Hard Drive to boot from it.

 

---------------------------------

2) Install win10 from download media you create yourself ...

 

use the link below to download and create Win10 install media on a USB stick (of at least 8GB in size): https://www.microsoft.com/en-us/software-download/windows10

 

Boot your PC from that media and follow the directions to install Win10.

***If my post helped, click the White thumbs-up symbol to say thanks***

***Please mark Accept As Solution if my post solved your problem***

I am a volunteer and I do not work for, nor represent, HP
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