Laptop started freezing on restart, keyboard doenst work,cant load anymore

[1234567892]

Hello,

My keyboard randomly stopped working when i changed graphics settings in a videogame(world of warcraft) not a single button worked along with trackpad so i tried to restart. During the restart my laptop froze on black screen but was still running so after 20 min i shut it down via button, upon restarting keyboard still didnt work so i tried to restart again and it froze again, i tried to reinstall drivers didnt help, so i did factory reset which didnt do anything aswell and when i tried to open hp assistant(dont know exact name) i got some form of error which prompted my pc to restart which obviously lead to freeze every time.

Then i tried hp recovery and thats where things went rly far, everytime my pc needed to restart during the recovery i had to hard shutdown it and power again (since it wouldnt move for hours, i was patient since i was afraid it might cause problem) and when it was almost done i got some error about synaptic touchpad and then it turned off and everytime i powered my pc it got the same error(i tried booting in safe mode startup repair everything still got me into the loop, i got desperate and tired factory reset again so i can atleast use the laptop, it told me reset failed and now everytime i turn pc it just turns black after omen logo.

I wanna know if this is probably software or hardware issue as to if i should send it back to shop, i never moved my laptop from table and i was using cooling pad and threating it well, hardware check (pressing f2 on startup) said everything is fine but it doenst feel like software issue to me

thank u for ur time i know its long and exhausting post

[KrazyToad]

@1234567892

Welcome to HP Forums. This is a great place to get support, find answers and tips.

I have gone through your Post and I would like to help

I appreciate all your efforts and expertise in troubleshooting this issue

Did you run the Extensive System Test? Since you are having multiple issues, I suggest you run the Extensive System Test to confirm the Hardware Functionality

If the Extensive Test passed, I suggest you use the Recovery Media to Reset the Notebook to Factory Settings

I have sent you a Private Message. Please check your private message icon on the upper right corner of your HP Forums profile.

Next to your profile Name, you should see a little blue envelope

Thank you 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" and this will also help other community members with similar issue.
 

[1234567892]

hello extensive test was passed and when i tried recovery this happened(quoting from original post)

"Then i tried hp recovery and thats where things went rly far, everytime my pc needed to restart during the recovery i had to hard shutdown it and power again (since it wouldnt move for hours, i was patient since i was afraid it might cause problem) and when it was almost done i got some error about synaptic touchpad and then it turned off and everytime i powered my pc it got the same error(i tried booting in safe mode startup repair everything still got me into the loop"

[1234567892]

ahh sorry my bad u meant recovery media and not recovery option, my brain froze abit there, thanks for tip will definitely try that

[KrazyToad · Accepted solution]

@1234567892

Once you get the Recovery Media, you can reload everything using the Media

Do visit our HP Forums and drop us a message anytime you need assistance

Thank you 😊

[1234567892]

hello, i did not have recovery media avabile and my connection was down, so i used usb with windows 10 to install it on hdd(used to be on ssd ) now when i turn on my pc i have option which one i want to start, even tho i m using the fresh windows on hdd i still have issues like - keyboard trackpad not working, freezing on restart, do u think that removing all contents of the ssd via DBAN would help? Or should i just return it since i have warranty(i want to be sure its not software issue first)

[1234567892]

Hello, noting new issues - sometimes i randomly get driver power state failed error and have to shutdown my pc, when i check my drivers theres yellow mark on my trackpad driver(sometimes keyboard too) uninstalling it doenst help since it always reinstalls itself no matter what i do, my sound also doenst seem to work even tho it shows as working in windows .

[Raj1788]

@1234567892

Thanks for the reply,

It looks like you were interacting with KrazyToad, but he is out for the day & I'll be glad to help you out. 

I'm Raj1788 & I'm at your service. 

I have sent you a private message, for more details that cannot be shared in a public post.

Can you please check your inbox on the forums page for the private message.

Have a great day!