HP All-in-one stuck on recovery screen - keyboard/mouse/touchscreen won't respond

[picross]

I have a brand new HP 27" all-in-one. When booted it goes to the recovery screen and the keyboard/mouse/touchscreen won't respond so basically completely stuck. If I hard reset and go to bios or hardware tests, then keyboard/mouse/touchscreen work fine. 

How can I get out of this issue?

[picross]

PS HP support totally sucks. All the online options (call me, chat) just don't work. I have tried from multiple browsers and computers (both Mac and windows) and nothing works there. I would not recommend buying an HP now given that they have no real support options. Tried the 800 number and it is perpetually busy. 

[picross]

Looks like you have to boot from a USB drive with Windows on it to repair the windows installation on the hard drive.

[Hawks_Eye · Accepted solution]

Hi @picross 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for laying out everything so clearly—I’m really sorry you’re stuck at the recovery screen with no input response. That’s incredibly frustrating, especially on a brand-new HP All-in-One. I truly appreciate the steps you’ve already taken and your persistence in trying to reach support.

Since keyboard, mouse, and touchscreen work in BIOS and hardware diagnostics, we know the hardware is fine. The issue is isolated to Windows recovery mode, likely due to a corrupted OS or driver misfire. 

Let’s walk through a clean, focused recovery using a bootable USB.

Step-by-Step: Repair Windows Using a USB Installer

1. Create a Bootable Windows USB

Use a working Windows PC to prepare the recovery media.

• Go to the Microsoft Windows Installation Media page
• Click “Download Now” under Create Windows 11 Installation Media.
• Run the tool and follow prompts to create a bootable USB (minimum 8 GB).

Choose Windows 11 Home or Pro based on what came with your All-in-One.

 

2. Boot from USB on Your HP All-in-One

Insert the USB into your HP system and follow these steps:

• Power off the PC completely.
• Power it on and immediately press ESC repeatedly until the Startup Menu appears.
• Press F9 for Boot Device Options.
• Select your USB drive and press Enter.

 

3. Repair Windows Installation

Once the installer loads:

• Choose your language and click Next.
• Click “Repair your computer” (bottom left).
• Select Troubleshoot > Advanced Options > Startup Repair.

Let the tool scan and attempt to fix the boot issue. If it fails, continue to the next step.

4: Reinstall Windows (If Repair Fails)

If recovery is too damaged, reinstalling Windows is the cleanest path.

• Boot from the USB again.
• Choose Install Now.
• When asked for a product key, click “I don’t have one” (your license is embedded).
• Select Custom Install and choose the main drive (usually Drive 0).
• Format it if needed, then proceed with installation.

This will erase all data, so only proceed if you’re okay with a fresh start.

Optional: HP Recovery Media

If you prefer HP’s factory image instead of Microsoft’s clean install, you can create recovery media using HP’s tool on another PC:

• Visit HP Cloud Recovery Tool
• Download and run the tool to create HP-specific recovery USB.

Let me know how the system responds after booting from the USB. I’ll guide you further based on what happens next. You deserve a smooth, responsive setup—and I’m here to help you get there.

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