My brand new HP Pavilion laptop is stuck on the login screen

[GeminiBusiness]

My HP Pavilion laptop is not completely frozen. My touchpad works, as do some of the function keys like mute and light/darken screen, plus the up arrow so I can see the background desktop (lock screen?) with pretty picture, time, date and battery status.

The problem is the "Sign in" and the power/restart/shut down/hibernate, etc option thing are "darkened," you know that thing the computer does when things are not available, when features/menu items are not current options.

It's like my laptop is stuck in shut down, but won't actually shut down or restart. And as a computer is shutting down you lose features and can't do much if anything with it. This has happened a couple times before during updates. Both times I unplugged it, waited for the power to drain, plugged it back in and it started as normal no problem.

No such luck this time.

I have heard of similar problems in support forums, but most of that was upgrading from 8 to 10 so I doubt they can help me.


I have an HP Pavilion 5th Gen Intel Core i7 Processor with Windows 10 Home 8GB memory. Any help would be greatly appreciated.

Thanks

[FlashRam1714 · Accepted solution]

Hello @GeminiBusiness,

Thank you for visiting the HP Forums!

I understand that your HP Pavilion 15-ab25 Notebook is not operating correctly. I would like to help you resolve this issue.

First, please perform a hard reset. After that, complete the steps from this troubleshooting document and then test the hardware:

HP Notebook PCs - Computer Does Not Start (Windows 10)

HP Notebook PCs - Testing for Hardware Failures (Windows 10, 😎

I look forward to the results! If this information is helpful, click the thumbs up.

[GeminiBusiness]

thanks, holding down the power button for 20 seconds until it switched off worked. it just restarted like normal.

now the question is, can I prevent this from happening again? is this the symptom of a bigger problem?

Thank you very much