Post new question
Question
Reply
 
Student
Posts: 1
Member Since: ‎03-19-2017
Message 1 of 2 (71 Views)

Laptop has a black illuminated screen with a curser in the upper right hand corner when I turn it on

Product Name: HP Notebook 15-ay022ds
Operating System: Microsoft Windows 10 (64-bit)
I am under warranty, when I turn the laptop on it goes to a black illuminated screen with a curser in the upper left hand corner. I would like a telephone number so I can call and talk to someone so the laptop can be serviced.
Reply
0
Highlighted
HP Support Agent
Posts: 3,757
Member Since: ‎08-10-2016
Message 2 of 2 (41 Views)

Re: Laptop has a black illuminated screen with a curser in the upper right hand corner when I tur...

[ Edited ]

Hi @Kkarpoff,

 

Thank you for stopping by the HP forums.  A Good day to you. Smiley Happy I read the post regarding requiring assistance for computer boot related issues. I will be delighted to assist you with this.

A stupendous effort, brilliant description and very smart diagnosis of the issue before posting. Kudos to you on that score. Smiley Happy You are an important HP customer and it is paramount to assist you here. I also take it as a privilege to share this platform with you. Smiley Happy

For better clarity and to assist you better I would require more information regarding this.

  • Did this happen after a windows or software update?
  • Did you perform a hard reset on the computer?

For starters please follow all the prescribed steps relevant to your computer's situation from this link for further assistance: http://support.hp.com/us-en/product/HP-15-Notebook-PC-series/12499456/model/13402902/document/c04718...

 

Please try these steps from the above-mentioned link.

  • Try this first: Use the HP Guided Solution
  • Perform a hard reset
  • Run the System Diagnostics tests
  • The computer starts, but the display is blank or unresponsive.
  • Troubleshooting other issues with computer not starting

 If this does not do the trick for you please contact Hp phone support by performing these steps:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

 

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Smiley Happy  Please reach out for any issues and I'll be there to assist you. Smiley Happy

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. Smiley Happy

Take care now and have a splendid week ahead. Smiley Happy

 

 

DavidSMP
I am an HP Employee

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation