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‎04-24-2020 11:14 PM

HP Recommended
Product: HP Notebook
Operating System: Microsoft Windows 10 (64-bit)

I had been having several issues with my touchpad on my laptop and had tried resolving it. I decided to do a complete factory reset. It showed a black screen with the word Preparing on it. My laptop then showing a pop up tab that says," The computer restarted unexpectedly it encountered an unexpected error. Windows installation cannot proceed. To install Windows, click OK to restart the computer, and then restart the installation." When I click OK it powers off and begins to load. Then, the pop up shows up again. It's on a loop.

1 person had the same question
1 REPLY 1

‎04-25-2020 04:10 AM

HP Recommended

Hi
PLEASE POST ANY RESULTS.
First:- Turn off the computer, press and hold the PWR button for 4 seconds.

Then - Leave only keyboard and mouse connected, disconnect all externally connected
devices such as Docking Station, USB storage devices, displays, and printers.
Unplug the AC adapter from the computer.

Next - Press and Hold the Power button for 15 seconds to Hard Reset.
Rinse and Repeat; Re-Connect the AC adapter.

NOW begin checking/testing/proving the Hardware is fit for purpose.
Power on your PC, press ESC (repeatedly), then F2 at the prompt.
Choose System Tests (Fast Test does a 4 minute hardware check).

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