New computer stuck on 97% downloading

[Twill28]

I'm booting up a brand new laptop and it got stuck on 97%. I followed the instructions to drain it and restarted it, yet it's again stuck on 97%, for over 10 minutes. How do I get past this? [edited]

[Deep_World]

Hi @Twill28,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I’m sorry you’re going through this; I understand the concern and don’t worry I’ll help you with this.

To better understand the issue, could you please provide a few more details?

1. What is your exact HP laptop model?
2. Is it getting stuck on “Preparing Windows,” “Getting things ready,” or a different message?
3. Are you setting up the laptop with Wi-Fi connected, or offline?
4. Have you installed any external devices (USB, SD card, etc.) during setup?

 Try These Troubleshooting Steps

1. Force Restart One More Time

• Hold the power button for 10–15 seconds until the laptop shuts down.
• Turn it back on and see if it continues past 97%.
  Sometimes Windows Setup resumes normally after a forced restart.

2. Boot Into the Windows Recovery Menu

If it gets stuck again:

1. Force shutdown the laptop.
2. Turn it on and, as soon as you see the HP logo, hold Power again to interrupt the boot.
3. Repeat this 3 times — on the fourth boot, Windows should enter Automatic Repair.
4. Choose Advanced options → Troubleshoot → Startup Repair.

This can fix setup files that froze during installation.

3. Try Booting Without Internet

Some Windows setup steps stall when the network is unstable.

• Turn off your router or move out of range temporarily.
• Restart the laptop and choose “I don’t have Internet” if the option appears.

4. Disconnect ALL External Devices

Even a mouse or USB drive can cause Windows setup to freeze.

5. Let It Sit for a While

Windows Setup sometimes looks stuck at 97% but is actually doing background configuration.
You can leave it for 20–30 minutes just to be sure.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 

Take care and have an amazing day ahead! 

Best regards,

Deep_World

[oldgrumbler]

I have the same issue. Tried some solutions but hesitant about the repeated rebootings effort. Finally, just using it even though it stopped at 97%. Seems to be working for now.

However, this is inexcusable  for a brand new HP computer to have an initial serious flaw. Puts the user in a terrible position. Try some arcane method to repair, send the computer back or do what I'm doing with trepidation. 

Very disappointed from a long-time HP user.

[Deep_World]

Hi @oldgrumbler,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

Im Glad the issue was resolved . 

It makes complete sense that you’d feel frustrated and let down especially with a brand‑new device. You shouldn’t have to wrestle with repair loops, repeated reboots, or uncertainty about whether your system is stable. That’s not the experience anyone expects after investing in new hardware, and I’m genuinely sorry you’ve had to deal with this.

Your hesitation is completely reasonable. When a system update or recovery process stalls at 97% and leaves you unsure whether to keep going or risk making things worse, it puts you in an unfair position. 

Thank you for sharing your experience so clearly. If you’d like, I can help you double‑check the system’s health or walk through safer steps to ensure everything is stable going forward. Just let me know how you’d like to proceed.

Regards

Deep_World