Laptop won’t start up, won’t reset

[Hannah92]

Hi, I have a HP Pavilion laptop (15-ac106na, N7J41EA#ABU) 

I was wondering if someone could help.

I was trying to uninstall programs that I didn’t use so that it would run faster, but I’m worried that I uninstalled something important, because after a restart it won’t start up properly.

It came up with a blue screen with the option to troubleshoot, or shut down. I decided to click on Troubleshoot and Reset this PC, if I click on ‘Keep my files’, it says ‘The drive where Windows is installed is locked’. If I click on ‘remove everything’, it says ‘There was a problem while resetting your PC.’  So instead I decided to select HP Recovery Manager and ‘System Recovery’ I then went through the steps for the system recovery and it began the software installation. After about 10 restarts it said ‘Restoration Incomplete’ and asks me to try this again. I have tried again and the same thing happens.  If anyone has any suggestions I would be very grateful!

Thanks,

Hannah

[TheOldMan]

First thing to try would be to verify the hardware is still good.  Slightly before pressing the start button to start the PC up from a cold postilion, start tapping the "Esc" key.  Keep tapping the "Esc" key and then start up the PC.  Continue tapping until a popup menu appears.  Then pick F2.  Run the diagnostics and report back with any failures.

I suspect it to be a possible hardware problem occurred but we will see.

BTW: the spec page indicates that PC came with Windows 10 Home 64 where you indicated it had Microsoft Windows 10 (32-bit) 

https://support.hp.com/us-en/product/hp-15-ac100-notebook-pc-series/8499326/model/8903280/document/c...

[Hannah92]

Thanks TheOldMan, I’m running the diagnostic tests now, looks like it will take a while

[TheOldMan]

Yes, sometimes it does take awhile, depending on the hardware and if there are problems.

[Hannah92]

Hi, All the results were passed:

Memory Quick Check: PASSED

Testing Drive: 1

SMART Check: PASSED

Long DST: PASSED

So does this mean it’s the software?

Thanks,

Hannah

[TheOldMan · Accepted solution]

Yes, that would be my conclusion.  Somehow the Windows software was corrupted.  The fact that Recovery Manager was not able to fix it is concerning, however.

The next best thing is to use a Windows install.  Since your initial intent was to remove software you didn't want, that might be a bonus, anyways.  You can find a download of Windows 10 from MS here:

https://www.microsoft.com/en-us/software-download/windows10

However that might not work for you since your country is UK.   If it does not, then Google for Microsoft Media Creation tool.

With a working PC, scroll down to the "Using the tool to create installation media" and follow the directions.  If you wish to try a repair instead of install use that choice when you boot to the new media.  If it cannot repair the install, then you have the media to fresh install Windows 10, and without any other software.  If you had any paid software installed, be sure to have that media and the product key on hand, too.

[Hannah92]

Thanks for this suggestion; however I don’t have a working computer at the moment to download this on. Is it possible to buy a disk with it loaded on there?

[TheOldMan]

Well the thing is, it installs a working Windows 10.  If you were to buy the disk, retail, I assume the seller would ask full selling price for Windows 10.

You can use someone else's computer to make the install media, however.  Even a public computer IE: Library, senior center, friend, whatever.

[Hannah92]

My sister downloaded it and sent me the usb drive in the post. I booted from it today, and now it works perfectly!  Thank you so much for your help, much appreciated.