Solved: Re: Reset a hp problem - HP Support Community

Torilynn1 · ‎08-13-2017

I reset to factory settings and screen is stuck on a blue screen in the registration. (Where you set up your account.

Jeet_singh · ‎08-14-2017

Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community! I came across your post and wanted to assist you. I understand you are having issues with the notebook stuck on blue screen. Don't worry we'll work together to find a solution for you.

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

Could you provide me with the exact model number of the PC? Use this link to find it: https://support.hp.com/us-en/document/ish_2039298-1862169-16

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

Did you try to run a test on the computer?

In the meantime, let's try these steps here:

Perform 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, keyboard stops responding, or other external devices locking up

Run a System diagnostics test as well as an extensive test on the Hard drive from F2 (Please capture the failure ID for further assistance).

If the test fails, I would suggest this could be a hardware failure. I would recommend you contact our HP phone support for setting a service for your PC.

If the test passes, I would suggest you try to run a system recovery using the partition available on your PC. Doing this will wipe off everything and set the computer back to the 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

HP PCs - How to Reset Your Computer to Factory Settings (Windows 10, 8, 7)

HP PCs - Obtaining HP Recovery Discs or an HP USB Recovery Drive

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.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

Hope this helps, for any further queries reply to the post and feel free to join us again

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.

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And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

Jeet_Singh
I am an HP Employee

View solution in original post

Jeet_singh · ‎08-14-2017

Hi @Torilynn1,