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gromine
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Can't get past login screen

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17-ak012nr
Microsoft Windows 10 (64-bit)
Won't go past the log on screen
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IT_WinSec
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Message 2 of 4
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Hello @gromine

 

Welcome to the HP Support forum. Thank you for posting.

 

This is happening because Windows cannot start/boot. It may be caused due to hardware problem (e.g. your HDD) or it may be caused by faulty Windows Update, some other faulty update/driver/program.

 

Try restarting the computer.

Perform hard reset/restart.

Press and hold the power-on button, hold it for 5-10 seconds until the PC shuts down.

Wait another 5-10 seconds and press the button again to start the PC. Let me know if it manages to start.

 

 

 

If it doesn't, perform some basic hardware checks to rule out hardware problem

 

 

1. Please, shutdown the computer using the power button (pressed and hold for a few seconds until PC powers off)

2. Power the computer back on.

2.1 As soon as you press the power-on button, immediately begin hitting the Esc button (like tap-tap-tap) before any logo appears. This should open a HP Startup Menu

 

3. Choose F2 to open System Diagnostics. Follow the on-screen instructions to perform System Test >> Quick test.

This will check major hardware componets for issue (do it just in case) . Here is more info >> http://support.hp.com/us-en/document/c03467259#AbT1

 

If there are no system checks/no quick tests, perform HDD (hard disk drive) and RAM check (memory check).

 

Let me know the test results. If the tests pass without issues, continue. If not, please, let me know

 

 

4. Repeat steps 1-2 above but when HP Startup menu opens, please choose F11 for System Recovery options.

The computer should boot from it's recovery partition to open you various recovery options. Note, that F11 option will only work if the recovery partition is there (not deleted) and intact. From there, you have prenty of options to choose from. Every HP computer comes with recovery partition present to assist in tough moments.

 

Please, perform "System Restore" first in an attempt to fix the issue. Please, restore back to previous days (restore point) where the issue was not present. Here is more info:

>> http://support.hp.com/us-en/document/c03327545#AbT5

>> https://www.tenforums.com/tutorials/4588-system-restore-windows-10-a.html

 

 

Hope this helps. Let me know how it goes. Provide your feedback/reply.

>> Your FEEDBACK is important. Click below on Accept As Solution or ThumbUp+ buttons if my comments helped or to say thanks <<
*** I work for HP *** I express personal opinion only *** HP Expert - Volunteer since 2013
gromine
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I tried the restart and it didn't work. 

 

I have only had the laptop for 4 days. I returned it to where I bought it and they are going to look at it.

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IT_WinSec
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OK, Thank you for your update.

>> Your FEEDBACK is important. Click below on Accept As Solution or ThumbUp+ buttons if my comments helped or to say thanks <<
*** I work for HP *** I express personal opinion only *** HP Expert - Volunteer since 2013
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