HP Laptop 15-dw0xxx (Windows 11) will not start properly

[Eravaeltaja]

• When I power on my HP Laptop15, the box for pin code will not appear by clicking the mouse. Sometimes it will appear when pressing esc, but CTRL+ALT+DEL will bring the box visible always.
• Often I cannot enter the pin code, when I click the box using the mouse. The touch pad activates better the typing of pin code.
• The pin code cannot be sent by clicking the arrow on the right side of the box. Enter key is the only way to send the pin code.
• Usually I start first the email (MS Outlook). But I cannot do anything in the email window as long as the cross of the window is grey. The same problem is also in other windows (like browser etc).
• Sometimes the window cross will change black over 8 minutes from the start. The fastest way to go forward is to close the application window (for example MS Outlook) using task manager and start it again. Then the window cross is no more grey and I can start using the application (and other windows).

I have done several checks and repair operations like:

• First I checked, that all updates were maid to the operating system (Windows 11).
• Then I searched from Internet advises to similar problems (“how to fix windows 10 when it freezes”) and maid many recommended operations (for example Startup Repair). However, I did not delete my application software, because it is too heavy to install them all again. These advises did not solve the problem.
• Finally I contacted Microsoft Support, which tried to test and repair the system (using network connection) more than one hour. No reason to the problem was found.
• Then I used HP Support Assistant concept and made all the recommended tests and diagnostics. Also I installed HP PC Hardware Diagnostics Windows and executed it. Bios was updated in this connection. No errors were found and these operations did not solve the problem.
• Finally I checked the memory using mdsched.exe program. No errors were found.

Now my question is: Does the HP community have any idea and proposal, what is the best way to go forward?

[Eravaeltaja]

Because of language problems a minor clarification. The main problem is, that when I start any application (for example email or browser), the window becomes inactive and nothing can be done. The only way is to stop the application using task manager. When I start the application again, it works perfectly and also the other applications. Can anybody guess the reason for that. I have done all diagnostics I know and no errors have been found.

[A_Gayathri]

Hi @Eravaeltaja,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

Thank you for the detailed description of the issue and the troubleshooting steps you have already performed, it appears that the problem could be related to software conflicts, corrupted system files, or hardware issues. 

Here are some additional steps you can try to diagnose further and potentially resolve the problem:
 

Check for Third-Party Software Conflicts:

• Boot into Safe Mode to see if the issue persists. Safe Mode starts Windows with a minimal set of drivers and startup programs. If the issue does not occur in Safe Mode, it is likely caused by a third-party application or service.
• To boot into Safe Mode in Windows 11, hold the Shift key while selecting Restart from the Start menu, then navigate to Troubleshoot > Advanced options > Startup Settings > Restart. After restarting, select Safe Mode from the list.

Clean Boot:

• Perform a clean boot to eliminate software conflicts. A clean boot starts Windows with a minimal set of drivers and startup programs.
• To perform a clean boot, open the System Configuration tool (msconfig), go to the Services tab, check "Hide all Microsoft services," then click "Disable all." Next, go to the Startup tab and open Task Manager to disable all startup items. Restart your computer and see if the issue persists.

Check for Corrupted System Files:

• Run the System File Checker (SFC) and the Deployment Imaging Service and Management Tool (DISM) to repair any corrupted system files.
• Open Command Prompt as an administrator and run the following commands: sfc /scannow
  dism /online /cleanup-image /restorehealth

Update or Reinstall Device Drivers:

• Outdated or corrupted drivers can cause issues with the operating system. Ensure that all device drivers, especially for the touchpad and graphics card, are up to date.
• You can update drivers from the Device Manager or by downloading the latest drivers from the HP support website.

Check for Malware:

• Run a full system scan using a reputable antivirus program to ensure that the issue is not caused by malware.

Event Viewer Logs:

• Check the Event Viewer for any error messages or warnings that occur around the time the issue manifests. This can provide clues about what might be causing the problem.
• Open Event Viewer by typing eventvwr in the Run dialog (Win + R). Look under Windows Logs > Application and System.

Create a New User Profile:

• Sometimes, user profile corruption can cause such issues. Create a new user profile and see if the issue persists when logged in with the new profile.

Hardware Diagnostics:

• Although you've run some hardware diagnostics, consider running a more comprehensive test, especially focusing on the hard drive and RAM.
• Use tools like MemTest86 for RAM and CrystalDiskInfo for checking the health of the hard drive.

Refer to this document: HP 15-dw0000 Laptop PC User manual 

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[Eravaeltaja]

Subject: Re: HP Laptop 15-dw0xxx (Windows 11) will not start properly

Hi,

Now I have done most of the recommended operations:

1)      Check for Third-Party Software Conflicts: Boot into Safe Mode to see if the issue persists. Safe Mode did not offer any solution to the problem, but I had really BIG difficulties to exit from Safe Mode. F11 system recovery did not work in 10 minutes and the guidance was misleading.

2)      Clean Boot: This I have not yet carried out.

3)      Check for Corrupted System Files: Run the System File Checker (SFC). This I have run several times. No errors have been found.

4)      Deployment Imaging Service and Management Tool (DISM) to repair any corrupted system files. Command dism /online /cleanup-image /restorehealth did not help in the problem.

5)      Update or Reinstall Device Drivers: I checked device drivers for the touchpad and graphics card, but the system said, that they are up to date.

6)      Check for Malware: Run a full system scan using a reputable antivirus program to ensure that the issue is not caused by malware. This scan lasted almost 2 hours. Nothing was found.

7)      Event Viewer Logs: Check the Event Viewer for any error messages or warnings that occur around the time the issue manifests. There are some warnings in these logs, but for me it is difficult to evaluate their real meaning.

😎      MemTest86 for RAM and CrystalDiskInfo I have not yet tested. 

However, when I power on the laptop and start the first application, its window becomes inactive and I have to stop the application using task manager. When I start the application again, all windows are working fine.

[A_Gayathri]

Hi @Eravaeltaja,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.