Newly refurbished HP

[telephonegirl]

Just received this notebook a couple of days ago. I got it out of the box. Plugged it in and turned it on. The intial setting up screen came on with Hi There and questions. I went through the questions and it said loading. Next the screen said Hi There again with the same questions. I have tried every combination I know of including removing the battery to hard boot the system. Nothing I do will get me past the intial set up. Can anyone help me? 

[Photoray002 · Accepted solution]

Hello telephonegirl

Let me say upfront...

Where did you get the laptop? If it was from a store you physically went to, you may want to take it back for a replacement. If you send it in to HP for repairs, you might only get a refurbished model back.

This will probably be the easiest fix and guarantee a new computer.

In the mean time...

It might only be hung up for some strange reason and initiating a recovery will fix it. Tapping F11 at power on will bring you to the recovery setup and you can follow the prompts from there. It will reload the operating system and start you out new again. This may fix the restart loop you have.

The only thing is...

I don't know if doing the F11 recovery will then tell the system you have burned your HP recovery media and not allow you to make your one copy of the USB recovery stick if you wish to (and you should absolutely do so ).

But its also not a problem to download a copy of Windows 10 from Microsoft if you ever need to reload Windows again.

So, if you wish to do the recovery yourself...

I would first contact HP Support directly and speak to an agent and explain your situation. Tell them if you do a recovery to fix the reboot loop error you have now, you want the them to guarantee you can get the HP recovery media still.

If your computer wont let you burn a new copy, you want them to send you the recovery media free of charge.

See where Im going with this? 

Contact HP Worldwide | HP® Official Site

Let me know if you have other questions.

[telephonegirl]

Thank you so very much I printed out all your directives so that I will get it right. I've had many laptops from HP. I love them. This is the first one I've had any issues with. I know I can send it back to Amazon but I really want to get started using it as soon as I can.  I got the laptop  on Amazon. It was refurbished by HP themselves. 

[Photoray002]

telephonegirl

If this was a refurbish to begin with, then personally I would just return it for another one.

Amazon is usually pretty good with RMA's and speed.

This way you can rest easier if there was something wrong with the unit that wasnt fixed the first time.

[telephonegirl]

Thank you very much. I think I will return it. Great ideas. I know I will get help on this whenever I have any questions. You have been so helpful and so kind. Thank you.

[tbradleyerwin]

Excellent advice. I sell a ton of HP factory certified refurbished laptops and PCs through Amazon, Ebay, and Best Buy, who all have excellent return policies. However, it's good to know that HP customer service is also available to the customer if they have issues. Trust HP factory certified refurbished products.