Unable to progress beyond entering pin

[11169]

My HP laptop is displaying a message; “Your device ran into a problem and needs to restart. We’re just collecting some error info and then we’ll restart for you.”

This message displays after entering my PIN number, shutting down the computer then restarting before once again asking my PIN number. 

[Sneha_01]

HI @11169,

Welcome to HP Support Community.

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

It sounds like your HP laptop is encountering a system error that’s preventing it from booting properly after entering your PIN. Here are some steps to try to resolve this issue:

1. Boot into Safe Mode

Safe Mode can help you troubleshoot and resolve issues with your system. Here's how to boot into Safe Mode:

Restart Your Computer: If the computer is already on, you may need to force a shutdown by holding down the power button.:

• Turn on the computer and immediately start pressing the F8 key repeatedly until you see the Advanced Boot Options menu. (If F8 doesn’t work, you might need to try Shift + F8 or Esc depending on your laptop model).
• Use the arrow keys to select Safe Mode and press Enter.
• If you can log in successfully in Safe Mode, you can try to uninstall any recent updates or drivers that may be causing the issue.

2. Use Automatic Repair

If you can't access Safe Mode, you might need to use the Automatic Repair feature:

• Restart your laptop and press Shift while clicking on Restart from the login screen or the Power menu.
• After the restart, you should see options like Troubleshoot, Reset this PC, and Advanced options. Select Troubleshoot.
• Go to Advanced options and select Startup Repair. Follow the on-screen instructions to let Windows attempt to fix the startup issue.

3. Perform a System Restore

If you can access the recovery environment, you can try performing a system restore to revert your system to a previous state:

• Go to Troubleshoot > Advanced options > System Restore.
• Choose a restore point from before the issue began and follow the prompts to restore your system.

4. Check for Hardware Issues

Sometimes hardware issues can cause boot problems. Ensure that all components are properly connected and that there are no loose cables or components.

5. Reset Your PC

As a last resort, you might need to reset your PC:

• Again, from the Troubleshoot menu, select Reset this PC.
• You can choose to Keep my files or Remove everything. If you choose to remove everything, ensure you have backups of your important files.

Follow Instructions:

• Follow the on-screen instructions to reset your computer. This will reinstall Windows and might resolve the issue if it’s software-related.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support