Can't complete setup on refurbished HP

[JessicaW1]

I bought a refurbished HP 17 inch notebook HP-CN4003 C5120U/16/512/H.

I can't get through the initial setup/OOBE because on one of the later screens it wants me to select some privacy options.  There is no scroll bar in the window, and thus I can't get to the Accept button and move on.

Any idea how to solve this?

Thanks,

Jessica

[Hawks_Eye]

Hi @JessicaW1 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

I see how that could be a hassle, let’s troubleshoot it. 

Since the privacy options screen in the OOBE (Out-of-Box Experience) isn’t showing a scroll bar, here are a few ways to bypass the issue:

 

Use the Tab Key to Navigate

• Press the Tab key repeatedly to cycle through the options.
• Once the Accept button is highlighted, press Enter.

Adjust Display Scaling

• If the screen resolution is too high, it may cut off the scroll bar.
• Try pressing Ctrl + Minus (-) to zoom out.
• If that doesn’t work, restart the setup and lower the resolution in Safe Mode.

Use an External Mouse or Touchpad Gestures

• If using a touchpad, try two-finger scrolling.
• If using a mouse, place the cursor inside the window and scroll using the wheel.

Force a Restart and Retry Setup

• Hold the Power button for 10 seconds to force a shutdown.
• Restart and try the setup again.

Let me know how it goes! 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[JessicaW1]

Thanks for your comprehensive response.  

I tried all of those things except trying a mouse with a scroll wheel.  The tab key would not navigate to invisible boxes, and the others did not operate as they usually do.

I tried the setup four times, with the same result each time.

So I gave up and returned the laptop.

[Hawks_Eye]

@JessicaW1 

I appreciate the update, and I’m sorry the setup process was so frustrating despite all the troubleshooting steps you tried. 

It’s understandable that, after multiple attempts, returning the laptop was the best choice. 

Hopefully, your next device will have a much smoother setup experience! 

If you ever need assistance with another system or have any other tech-related questions, I’m here to help. 

Thanks again for your patience, and I hope everything works out better with your replacement!

Stay fantastic, and have an amazing day ahead! 

Regards, 

Hawks_Eye