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hp15 f387wm starts up but won't recognize keystrokes or touch

HP Recommended
HP15 f387wm
Microsoft Windows 10 (64-bit)

HP Notebook - 15-f387wm (Touch) (ENERGY STAR) 

Product number:N5Y09UA


So after a factory reset on my hp 15 f387wm notebook laptop, I have not been able to get past the start up screen (The initial screen that you click to get to the password screen). Once on that screen my laptop will not do anything. The keyboard will not recognize keystrokes, and when you touch the screen its not responsive neither nor the mouse. Not sure what to do?!  We ARE able to however use the keyboard in the boot menu. 

We've tried to: 

-Power it off and back on. 

-remove the battery, wait, power back on. 



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