Pavilion x360 14-ba095sa unable to boot (3 long, 5 long led blinks)

[Steppers]

Hi all,

My partner's laptop has failed to start for the past 2 days displaying only a black screen (no backlight) after pressing the power button.

I am receiving the caps lock error code with 3 long blinks and 5 short blinks (all white) which according to https://h30434.www3.hp.com/t5/Notebook-Boot-and-Lockup/HP-pavillion-wont-start-Three-long-blinks-fol... means the CPU is undetected.

I have taken the laptop into PC World today only to be told that the hard drive will be wiped unless we pay £90 to have it backed up which is just ludicrous considering that this isn't even a software fault. There should be no need to wipe the hard drive in this case.

I have good knowledge of the boot sequence of computers so am well aware that if this were just a software fault then the bios/uefi would still be accessible (which it is not) and I would personally be able to backup the data on the drive as I have done many times before using a recovery usb running Linux to access the internal drive.

Would it be possible to have this device repaired/replaced without having the drive erased seeing as this isn't a software fault? As PC World intend to charge us £90 for this 'service' I'd rather not have to go via their KnowHow team.

Many thanks for any advice,
Steppers

[CF4]

Hi

Could you please expand on the

MAKE, MODEL, OS and SKU?

WinKey + R and type msinfo32 then look at line 9 for the SKU.

Then we move on to the Manual for your device etc etc.

"Contact support for repair due to system board or CPU failure."

[Steppers]

Hi,
thanks for the reply.

All the information I have available I have already mentioned.
HP Pavilion x360 14-ba095sa running Win10 64-Bit.

I cannot boot the device so cannot access msinfo32.
I have also already gone through the provided troubleshooting steps from HP to come to the conclusion I have described above.

I need some help to get the device repaired as it's still under warranty but without the drive being formatted because 'it might be a software fault'... Which it is clearly not.

Thanks again,
Steppers

[CF4 · Accepted solution]

Hi

Yes you did give the details, so apologies...

https://support.hp.com/gb-en/product/hp-pavilion-14-ba000-x360-convertible-pc/15551162/model/1705328...

HOW2  http://h10032.www1.hp.com/ctg/Manual/c05474219  remove the HDD should you want to try and copy/clone etc before refitting.

AND I guess you tried this...

https://support.hp.com/gb-en/product/hp-pavilion-14-ba000-x360-convertible-pc/15551162/model/1705328...

finally this

https://support.hp.com/us-en/contact-hp

[Steppers]

Thanks once again.

Yes I have already tried that link and had also considered removing the hard drive myself but am hesitant as the device is only 7 months into it's warranty and have been told that it would void the warranty.

I guess contacting HP directly would be my best bet as the contact us section only redirected me to PC World's 'knowhow' team who have proven very unhelpful.

Many thanks,
Steppers

[CF4]

Hi

http://www.thisismoney.co.uk/money/bills/article-1677034/Two-year-warranty-EU-law.html

[Steppers]

Thanks for the all the help.

After spending over an hour on the phone to both HP & KnowHow they eventually allowed me to remove the ssd myself and agreed to still accept the device for repair (in writing in the case notes and confirmed with 2 separate calls).

I can happily say I now have the SSD and am now just waiting on an m.2 enclosure to extract the data after which I'll replace the SSD and return the laptop to PC World for repair.

Cheers!

Steppers

[CF4]

Prego.