I am trying to access HP Support but cannot.

[Erik452]

Hello,

I am trying to find out why my new computer will not go through Windows installation.

I cannot access support through the website, since it requires that I find information that can only be viewed by turning on the computer which does not work.

Apparently, even if you tell the website that you cannot power on the computer, the first response it gives is to tell you to power on the computer.

There seems to be a major logic loop problem in the support settings.

I managed to get to a phone number with someone else's assistance, but they are asking for the same thing - information that I can't get because I can't access that information in the computer.

[WAWood]

HP laptops come with Windows preloaded, there is no need to install it.  When you first power it on, it goes through Setup to establish personal settings, but there is no Windows installation as part of that.

So, why are you trying to install Windows on a new laptop?

[Erik452]

The thread is about accessing support.

I need to access support, which I cannot do because HP did not provide me the needed information to do so.  I cannot get the information without being able to use the computer.  I cannot get the information off the computer because it is not working.  I cannot get it working without support.  Logic loop to infinity.

What you are calling "Setup" is what Microsoft calls part of the "Windows installation."  Same thing.

[WAWood]

OK ... so it's a difference in terminology -- but you say it is not turning on, right? Are no lights coming on when you start it? Is the HP logo being displayed? Do you hear any fans powering up?

[Erik452]

No, I am saying I cannot use support because HP hasn't provided any information to me about the laptop.  I cannot get the information without HP support.

I gave an example of similar problems on the HP support website where the solution to the computer not powering on was to tell people to turn it on.

I am being told to use support to get information I need to use support.

The support system appears very broken right now in that you can get stuck in these faulty logic loops that allow you no access to support.

[WAWood]

I'm trying to help -- but I can't get you access to HP Support.

[Erik452]

So there is no way to access support without the information that support was supposed to provide in the first place?  This makes no sense.  There's no phone number?  There's no workaround to skip the setup in order to access the information?  There's nothing?

[WAWood]

There used to be LOTS of options -- phone, email, chat -- but scammers ended the phone option and HP cost cutting ended the chat and email.

I will try notifying the Mods about this thread so that MAYBE they will contact you via email.