HP model 14 stuck on loading screen

[Denettejp10]

HP is stuck at Preparing Automatic Repair or black screen with HP logo & loading circles forever.  All symptom, systems, hardware  tests ran & passed multiple times.  Not sure if I had restore point active as I didn’t use the laptop a lot to begin with and last time I used it was 3-4 months ago before the 1 time I used it recently but I guess it auto updated during this most recent time and now it’s stuck. 

[ub6424]

Hello @Denettejp10 

Sorry to hear that you are having problems ... I would like to help you.

The Windows file system could be corrupt or there is a hard disk error.

(1) Test your hardware Using the HP PC Hardware Diagnostics (UEFI)

--->>> Perform <all> tests

https://support.hp.com/us-en/document/ish_2854458-2733239-16

See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

(2) Please report your results ( error messages, take pictures )

( if serial number, device id, UUID, System Board CT Number is displayed, please blur )

[Denettejp10]

As I mentioned, all tests passed, I tried the video link you uploaded and went thru all those tests again and all passed.  

 

[Denettejp10]

Before this screen is the automatic repair screen, then this screen is infinite. 

[ub6424]

Hello @Denettejp10 

To help you I need to know the full product number (p/n) xxxxxx#xxx of your notebook !

It looks something like this:

You will find this information on the back/rear of your notebook in small alphanumeric letters.

The product number (p/n) is legally allowed information about the computer. This is not sensitive data.

It is allowed to publish it in public.

[Denettejp10]

ProductID:  2D123AV

[ub6424]

Hello @Denettejp10 

Windows does not work correctly. Please reinstall it.

(1) Please reinstall your operating system !

You need to prepare bootable <USB flash drive>

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10

Take time and follow

https://support.hp.com/us-en/document/ish_4511095-4511141-16

( All Software and drivers from HP are included )

Information: Your product number is supported: 2D123AV

(2) Please report your results