06-01-2019 06:14 AM
It started with just not recognising the mouse. So I tried to fix that and restarted the notebook. When i restarted the notebook just turned the screen black but the keyboard was still lit and I could hear the fans. I tried stuff such as a command to shut down, updating the drivers and nothing worked.
06-03-2019 07:17 PM
Welcome to HP support community.
Create a new user account and check if tat works
- Select Settings.
- Tap Accounts.
- Select Family & other users.
- Tap "Add someone else to this PC."
- Select "I don't have this person's sign-in information."
- Select "Add a user without a Microsoft account."
- Enter a username, type the account's password twice, enter a clue and select Next.
Update the BIOS
Refer this HP support community for the steps to update BIOS:- Click here
If the issue persists, run extensive test to check for any hardware failures.
1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
3.From the main menu, click System Tests, then click Extensive Test. Figure : Selecting the Extensive Test
4. Click Run once, or Loop until error. While the test is running, the time remaining and test result for each component are shown on the screen. The test can take 2 or more hours to complete.
Let me know how it goes.
To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.
I am an HP Employee
06-08-2019 10:25 AM - edited 06-09-2019 08:49 AM
I tried every option, none of them works. Tried to do the test, run it like 10 times and nothing. I also tried to test my USB and it gave me an error ID: Q4Q4Q1-7T69LX-MFPWLK-8D3103
06-13-2019 12:02 PM - edited 06-13-2019 12:11 PM
Enter your BIOS and restore all BIOS settings to default. This is often done with a single keystroke such as F9. Then, save and exit the BIOS.
I would suggest that you uninstall and reinstall USB controllers inside Device Manager with an account that has Administrator privliges. Please follow these steps:
a. Press Windows + R keys, type devmgmt.msc in run window and press Enter.
b. In device manager, expand "Universal Serial Bus Controllers".
c. Right click a device under "Universal Serial Bus Controllers" and click uninstall.
d. Perform same step for other devices. When completed, restart the computer.
All USB controllers will reinstall automatically.
Also, try installing the HP Support Assistant application and check for updates for your system and install each one that shows up.
Also, you may want to run "dism /online/ cleanup-image /restorehealth" in cmd as an administrator since the sfc /scannow command found and fixed issues with your OS.
If none of these steps work, I would try restoring the OS to its default state by using your systems recovery options, or if your system is still under warranty, I would contact HP Customer Service directly over the phone and let them know about the issues you have been facing.
06-16-2019 07:38 PM
You have a few more options. You can use the HP Cloud Recovery Tool to restore your system to its factory defaults. Also, Microsoft's media creation tool can create a bootable USB drive for you to start fresh with a new install of Windows 10, however; HP would recommend you use their Cloud Recovery Tool. Either way, you should be able to get a clean install of Windows on your system. You can go to hp's website and find more information concerning your specific system and the HP Cloud Recovery Tool.