New laptop frozen on boot up

[MichaelMD]

I've just started a new laptop for the first time and it is stuck on the screen 'Let Microsoft and apps use your m#location'. I can't select either Yes or No, the Accept option isn't highlighted and the learn more option isn't working either

[Hawks_Eye · Accepted solution]

Hi @MichaelMD 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for explaining the situation so clearly. It’s genuinely frustrating to be stuck on the very first boot screen of a brand-new laptop—especially when none of the options respond and you’re unable to proceed. This kind of freeze during the initial setup is typically caused by a glitch in the Windows onboarding interface or a miscommunication between the touchscreen and input drivers.

Here’s a structured recovery path to help you move forward:

 

Step-by-Step Fix for Setup Screen Freeze

1. Force a Restart

• Press and hold the power button for 10–15 seconds until the laptop shuts down completely.
• Wait a few seconds, then press the power button again to restart.
• If the setup resumes at the same screen, proceed to the next step.

 

2. Connect an External Keyboard or Mouse

• Plug in a USB keyboard or mouse to bypass potential touchscreen or driver issues.
• Try selecting “Yes” or “No” using the external device.
• If the Accept button becomes active, click it to proceed.

 

3. Perform a System Recovery

If the screen remains frozen after restart:

• Power off the laptop.
• Power it on and immediately press Esc repeatedly → then press F11 to enter Recovery Environment.
• Choose Troubleshoot > Reset this PC > Remove everything
• Follow the prompts to reinstall Windows and restart setup

Reference:
HP System Recovery Guide

 

4. Use HP Cloud Recovery Tool (if needed)

If recovery fails or the setup remains frozen:

• Download the tool from another PC:
  HP Cloud Recovery Tool
• Create a recovery USB and reinstall Windows from scratch

You’ve already taken the right step by identifying the freeze early—let’s make sure your laptop boots cleanly and gets to a usable desktop. 

If you’d like help preparing a recovery USB or interpreting the setup screen, I’m here to assist.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye