Help!! My laptop failed to reset and now won't load past the HP sign!

[EmsAndrew]

Hello,
I've had my laptop for just under a year now but it has become increasingly slow. I decided to factory reset it to start a fresh and it got to 62% and told me it failed to reset the pc.
I tried it again and it did the exact same thing so this time I selected the option to exit and continue to windows 10.
Now my laptop won't load past the HP sign and I don't know whether I should just give up and pay out for a new one or if it is fixable?
(I have followed some online help to reboot the BIOS and that did nothing either!)

Please can someone advise me on what is the best thing to do?!
Thank you, Emily

[IT_WinSec]

Hello @EmsAndrew

Welcome to the HP Support forum. Thank you for posting.

Generally speaking, you can use HP original recovery device to complete the recovery if the built-in options fail. However, we need to first understand why the recovery fails - either hardware issue or software issue.

1. Post your full HP product model and product number (PN) > http://support.hp.com/us-en/document/c00033108

2.  Please, perform some basic hardware checks

1. Please, shutdown the computer using the power button

2. Power it on.

2.1 As soon as you press the power-on button, immediately begin hitting the Esc button (like tap-tap-tap).

This should open a HP Startup Menu which may look similar to this one

3. Choose F2 to open System Diagnostics. Follow the on-screen instructions to perform System Test >> Quick test.

This will check major hardware componets for issue (do it just in case) . Here is more info >> http://support.hp.com/us-en/document/c03467259#AbT1

If there are no system checks/no quick tests, perform HDD and RAM check.

Let me know the test results.

Looking forward to your reply/update

[MasterTechGuy]

You could do a fresh install from disk or usb have you tried that? Download what operating system you want in to a iso file then burn that to dvd or use a usb media creator tool then boot it from dvd or usb...See if that does the same thing...

Also have you gone into the bios settings and press the defult button and save and exit? 

You try installing windows 7 x64 first then upgrading it that way its a bit long winded but worth it if it works, be careful not to delete the recovery partition at the same time though.

Let me know how u get on...

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[IT_WinSec]

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@MasterTechGuy wrote:

You try installing windows 7 x64 first then upgrading it that way its a bit long winded but worth it if it works, be careful not to delete the recovery partition at the same time though.

---

This notebook doesn't support Win 7.

[MasterTechGuy]

Ah okay forgot that. Not sure what else to offer them it may be easier just to install windows 8 then upgrade it that way? Or get HP to repair it? What you think?

[EmsAndrew]

So I've done the system quick test as you said and everything has come back as passed... not too sure what to do next?

[IT_WinSec]

@EmsAndrew

That is good news. This means it is software issue and the hardware is ok. By writing "Software issue" I mean that the recovery partition is not functioning well.

You will need to use either pure installation of Windows or HP Recovery media to reinstall the operating system

In order to provide you the best next step:

- could you please tell me you your full product model ?

- could you please share your preffered OS - Windows 10 or previous ?

- did your PC came preinstalled with Win 10 or you installed it later ?

[EmsAndrew]

That's good news thank you!
My pc model number is 13-c103na
Product ID is tin42ea#abu
I had windows 10 pre installed into my laptop as the laptop is only 11 months old

[IT_WinSec · Accepted solution]

Cool 🙂

You are in warranty period and you may be eligiable for free assistance from HP.

OK, your options are:

1)  Contact HP support to see if you are eligable for free assistance. I think that since you are in warranty, it will cover such issues. You will probably need to either ship it to HP or bring it to them - they will tell you

Here is how you can contact them :

>> http://support.hp.com/us-en/document/c00372730

>> http://support.hp.com/us-en/contact-hp

>> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

or

2)  Contact HP, purchase original HP Recovery media (e.g. Recovery USB drive) and reinstall Windows on your own.

This one may be a bit faster but may cause you some $$.

You can contact HP support to see if they can offer you original recovery media for this computer (a.k.a. recovery USB).

Info EU/EMEA >> http://support.hp.com/bg-en/document/bph07143

Info US/CA/AMS >> http://support.hp.com/us-en/document/bph07143

Info Asia/APAC >>  http://support.hp.com/in-en/document/bph07143

Here is how you can contact them :

>> http://support.hp.com/us-en/contact-hp

>> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

Once you get the recovery media, here are instructions how to perform the recovery:

>> http://hp.dezide.com/ts/start.jsp?guide=HPSystemRecovery.net&section=ccweb&SFS=tdoc&language=english...

Please, let me know if this works and if this solves your issue. Don't hesitate to post again if you face difficulties 🙂

[EmsAndrew]

Thank you so much for all your support! I contacted someone external who helped fix my laptop, it is back to normal now- waiting to here back the diagnosis and I will let you know what he said he did!

Thanks you!