Resetting laptop

[Melissa159]

It’s been stuck in “Restarting” for over an hour.  There is definitely something wrong.  When I turn off the computer and turn it back on it, the screen comes back up with the circle spinning dots saying Restarting.  I’ve tried control, alt delete, but nothing is happening.  I’ve tried to force it into automatic repair but before it gets to advanced settings or trouble shooting it just goes back to restarting. 

Please help.

[Irwin6]

Hi @Melissa159 ,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with your PC/Laptop.

Please follow the steps below to perform an extensive system test to confirm if the hardware is working fine.

1) Shut down the computer.

2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.  

3) Press F2 once.  

4) Go to the system test > extensive test

If the hardware is working fine. Please follow the steps below to perform a Refresh or reset.

1) Shut down the computer.

2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.  

3) Select the F11 key to enter the recovery environment.

4) On the Choose an option screen, select Troubleshoot.

4) Click "Advanced Options", Here you want to select "Refresh your PC", if you do not wish to erase data, or "Reset your PC" to erase all data and restore your system.
5) From here just follow the screen instructions until the recovery is completed.

NOTE: You will need to get into the "Advanced Options" in order to get the "Refresh Option". This choice will keep your data, but any programs installed will be lost. 
Do not do a "Reset" as that will wipe all data you have on the laptop unless you've got the data stored/backed up into an external storage device.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support