Hp Envy x360 issues

[Anjocar87]

I have no clue about laptops but i do know that i have owned this laptop less than 3 years. I take care of it as if it was my baby because i use it for work and school . After telling me i needed to update my system, the laptop started to have issues such as not being able to use the touchscreen mouse. Finally, it started to try and reboot but it would just go on a loop. I took it to a reputable computer technician who was also unable to go past the screen. The following are the notes i was sent. This is obviously nothing of my wrong doing but the actual computer. I don't have any wear tear, or a crack screen. My laptop is intact and i do not understand why out of nowhere stop working. I spend a ridiculous amount on this laptop including insurance and antivirus. Of course, the warranty expired and i can not longer talk to anyone but send a message here. This was supposed to last for a few more years. Specially with the amount of not only care i did but also the amount of money i spent. 

Customer states that following a windows update, the system fails to boot into Windows. HP system repair tool stalls and fails to move past recovery splash screen.

Repair steps taken

1. Replicated the problem by powering on the machine. Recovery failure consistent with the customer's report.

2. Attempted to reload windows 11 with usb installation media. The installer did not detect the m.2 SSD at all, showing no drive path to install Windows. 

      - After removing the drive and installing it in a test bench, the drive was confirmed to be    operational with a boot partition.

3. Loaded into BIOS to check PCIE settings. PCIE settings were correct.

4. Attempted to boot into Windows 11 with another OEM HP Microsort optane SSD confirmed working from another HP system. The system did not boot, Windows 11 installer did not detect the drive.

5. Repeated step 4 with a new NVMe drive from western digital, same result. Repeated with a crucial non NVMe drive, same result. Repeated with a SATA III m.2, same result. 

       - Confirmed functionality of the drives on my bench, all were functioning as expected.

       - Repeated this entire process with Windows 10 installation media to no effect.

6. Reinstalled original SSD and replaced the back plate. Returned system to customer.  

[Raj_05]

Hi @Anjocar87,

Welcome to the HP support community.

Please help us with your HP unit serial number Case ID (If Any) or the product number on a private message for further assistance.

Here is the link to find the product number:- Click here

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Alden4

HP Support