06-01-2020 06:01 AM - edited 06-01-2020 06:02 AM
My laptop screen is unable to enter log in it is just a lighted black background. But i am able to see the screen from the logo omen that appears before reaching log on, start up option, bios, etc. I tried resetting my computer with the keep my files option and the erase my files option and it did not work. I received the error message that it could not be repaired. Automatic repair also fails. System restore does not help me either. I ran some system diagnostic tests as i did for this problematic laptop (constant blue screen since purchasing last year around october) days before and today and it passed all the tests. Why is this happening? Why is the laptop passing so many diagnostic tests yet blue screen for months and now i have black screen for log on? Please help me this is sttessing me out
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06-01-2020 06:15 AM
Your description is of a Failed/Failing HDD, or just one with corrupted sectors.
So before the Warranty expires talk to HP.....
You may not want to part with your PC, and so ......
From 2016 onwards there is a possible recovery option via the cloud...
HP Consumer PCs - Using the HP Cloud Recovery Tool (Windows 7 & 10)
Expand/Extract/Burn the iso Image onto a DVD/USB as needed.
Microsoft’s Creator Tool will make the required DVD or USB.
Make Recovery Media, either or both. Then....
If in doubt please ask.
06-01-2020 07:50 AM
Update: I spoke with an agent. An order was placed for recovery drive to reinstall windows since laptop has previously passed diagnostic tests and tried other methods.Hopefully this works will check back later.