Grey Screen Only on 1 week old laptop -

[Sunny3844]

GREY SCREEN - ONLY.  

15" Touch laptop, Core i5, 8GB. Model # da0021cy. with Optane and Windows 10 dont know the bit.

Bought new off QVC.  last week.  

When I turn it on I only get a blank grey screen.  When the computer turns on the HP shows up then wording in the top left  corner flashes quickly: 

The operating system did not shut down Cleanly.

Reconstructing Cache Metadata

Please do not interrupt this process.

Ive left the computer on for over 15 hours plus. Ive even done a few hard shut downs.

Its seems to be stuck.   How do I get past the solid blank grey screen ? 

What can I do?

Thanks in advance.

[WAWood]

@Sunny3844

If this were mine and were only a week old, rather than struggling with running diagnostics and contacting HP Tech Support, I would send/take it back for a refund.

You should not be having problems like this with a brand new PC.

[Sunny3844]

Hello

User error.  I Interrrupted the Update process causing the screen to freeze or could also be to much power surge as I was using g the battery upon start up, then I read I shouldn't have

It's something I did, I'm extremely computer illiterate. 

How do I reset?

Remove battery?

If so How on this model?

Thank you so much. I want to make sure it's not a simple Fix.   

[WAWood]

@Sunny3844

On most modern laptops, the battery is not removable.  IF it is, there is a sliding catch on the back that you move to open the battery compartment.

In terms of reset, you press F11 repeatedly while rebooting, and when the HP Recovery Manager appears, you select the option to do a Reset.

Good Luck