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‎07-27-2019 03:12 AM

HP Recommended
Product: 15-au620tx
Operating System: Microsoft Windows 10 (64-bit)

Recently I'd been getting a lot of BSODs, which I believe was due to my controller [Xbox]. Although sometimes whenever I plugged in my mouse, a BSOD would appear. I decided to do a reset (while choosing the option to keep my personal files) and it went through properly. However after the reset when the laptop restarts, it has got stuck at the preparing screen. It's been at that screen for over a couple of hours and I think it's stuck. My laptop is plugged in to prevent it from dying in between. Any suggestions as to what I need to do to resolve this issue?

1 person had the same question
3 REPLIES 3

‎07-29-2019 11:30 AM - edited ‎07-29-2019 11:32 AM

HP Recommended

@Aadish, Welcome to the HP Support Community!

 

The process of reset may take some time to initiate the PC, download and install all the required Windows update. Ideally should not exceed a couple of hours.

 

Disconnect all the external devices connected to the PC

Shutdown the computer using the power button (pressed and hold for a few seconds until PC powers off)

Power the computer back on.

As soon as you press the power-on button, immediately begin tapping the Esc before any logo appears. This should open a HP Startup Menu

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

Check the test results. 

This will let us know if there are any issues with the hardware components in the Computer.

 

If the test passes, we can perform a recovery

Refer to this document

 

Let me know how this goes.

 

If you feel my post solved your issue, please click “Accept as Solution”, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

KUMAR0307
I am an HP Employee

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‎08-01-2019 10:44 AM

HP Recommended

I didn't end up reading your message in time. I decided to switch off my laptop and switch it on. It switched on normally and when I signed it it said the reset had failed and no changes were made. So I reset it again, except this time I chose to remove all data, even my personal files which I had backed up previously. The laptop resetted successfully and I haven't faced any BSODs or any other such issue till date.

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‎08-01-2019 10:48 AM

HP Recommended

@Aadish

 

Glad to know that the issue is now resolved. Feel free to contact us with any concerns related to HP products.

Happy to help!

KUMAR0307
I am an HP Employee

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