Compensation for failure of computer

[Rickdemaria]

My laptop had a catastrophic failure yesterday with one of the drivers and couldn’t boot. HP help desk couldn’t resolve the problem. The Geek Squad at Best Buy said they couldn’t salvage the device because of some driver failure. The device is only 3 years old. HP should compensate me with a new laptop or a significant discount.

[Irfan_06]

Hi @Rickdemaria,

Welcome to the 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 Laptop.

To understand the issue and help you, please share the details listed below:

Note: Do not share any of your personal information such as serial number, phone number, email ID, etc., on your public post.

- Elaborate on the issue to assist you further.

- Error messages (if any) on the unit.

- When was the last time it was working fine?

- Were there any changes made to your laptop recently?

Take care and have a great day ahead!

Irwin6

HP Support

[Rickdemaria]

Hello.

The laptop worked fine during Wednesday, May22. Thursday morning, May 23, it wouldn't boot.

I couldn't get to Safe Mode. I spent time on the phone with an HP tech who said the device was missing a driver or more than one. He suggested I take to a place where they could extract the files, apps, settings, etc. The Geek Squad couldn't help. 

Here are some of the error messages:

"Failed to read delta log" "Abnormal Driver error - Rapid Storage UEFI Driver" "Inaccessible Boot device"

I have been communicating with a person on the Microsoft Community and this is what I've tried since then.

Create a bootable Windows USB on an empty 8GB USB flash drive on another device using the steps below, then insert the USB into your laptop, start the laptop and repeatedly press the Esc key, then on the resulting menu press F9, your laptop should boot from the USB. I got this from the Microsoft website.

The first option didn't work. The second option of a Windows only install didn't work. The error messages stated no drivers were found.

Then it was suggested to get Chipset drivers from the Intel website and follow the instructions to install them. I couldn't get that to work, which brought me to the point beyond my expertise. I joked I need someone to get out the crayons and draw me a picture. I have the Chipset drivers on the USB device, but can't get the system to find them. I'm thinking I have to try using the command prompt. However, that is where I have too little experience.

The command prompt appears as follows:        x:\Windows\System32>

 I didn't lose any data because it was backed up on One Drive. I purchased a new laptop and everything was loaded onto it without a hitch. The Geek Squad said the device was not salvageable, but I have never heard of such a thing. 

I apologize for the short novel, but you asked for as much info as possible.

Thank you!

Rick DeMaria

[Huffer]

So am I understanding you went ahead and bought a new laptop? From the description I believe your main storage drive went bad. Since it seems you have an Intel 11th gen processor, Windows 10 need a special loaded driver during installation to see an NVME M.2 SSD. You would need to put in a different, new M/2 NVME SSD and then reinstall Windows 10 with the correct storage (NVME) driver available to load at the right point during Windows 10 install. I seriously doubt the laptop is unsalvageable and Best Buy preferred to sell you something new. This is from Dell, but has a good explanation of the problem:

https://www.dell.com/support/kbdoc/en-us/000188116/intel-11th-generation-processors-no-drives-can-be...

[Rickdemaria]

That makes sense. Thank you.

I agree Best Buy wanted to sell a new device. However, there's no way to know for sure.

The selection of M/2 NVME SSD devices are plentiful. Any suggestions where to look for the best deals?

Since I can't remember if the device is Windows 10 or 11, is there any way to find out?

Rick DeMaria

[Huffer]

Well specs say it was originally loaded with Windows 10 but it is capable of running Windows 11 so I would think by now Microsoft had updated it to Windows 11 and you might not have noticed. Either W10 or W11 needs the NVME driver added during installation and the link to download it is found in the article I posted above, with installation instructions. Your machine can only fully utilize the speed of a PCIe Gen 3 device. Some are better than others, but the Crucial is a pretty good one and this one is on sale. $65 for  a 1 TB SSD is good:

https://www.amazon.com/Crucial-PCIe-NAND-NVMe-3500MB/dp/B0B25LZGGW/ref=sr_1_9?sr=8-9

[Rickdemaria]

Very good! It will be a few days before I get to that. I'll be sure to let you know when it's up and running.

Rick DeMaria