Notebook not starting up

[Darisw47]

I have been trying to get into my computer which is not working because it says that the self-diagnosis tool is unavailable and it can't restart so I am trying to do a system restart and it's not able to do that because it keeps cycling into system diagnosis. I've gone into advanced options and try to do a system restore and when I click on system restore it puts me on to clicking an account which shows my phone number and this number above my phone number 13015 and I click that and it asks me for a password and I used my passwords and none of that works. I have no clue what 13015 is and I believe my computer has been hacked so how can I get into it to do a system restore? I am not very good with computers so any help would be greatly appreciated.

[Nal_NR]

Hi @Darisw47,

Welcome to the HP Support Community. 

I'd be happy to help you! 

When your HP 17.3 inch Laptop PC 17-cp0000 (2Q7W5AV) is stuck in a system diagnosis loop and you are unable to perform a system restore due to it asking for a password, you can try the following steps to troubleshoot and resolve the issue:

1. Reset the Password

If you do not remember the password for the account shown during the system restore process, you can reset it:

Password Reset on Microsoft Account:

• Go to the Microsoft Account Password Reset page on another device.
• Follow the instructions to reset your password.

Local Account Password Reset:

• If it's a local account, you might need to use a password reset disk (if you created one previously) or follow instructions for resetting a local password through safe mode or a command prompt.

2. Perform a System Restore from Safe Mode

Try to perform a system restore from Safe Mode, which might bypass the issues you're facing in normal mode.

Boot into Safe Mode:

• Restart your laptop and press the F8 key repeatedly as it boots up. If that doesn’t work, try Shift + F8.
• Select Troubleshoot > Advanced options > Startup Settings > Restart.
• After restarting, select Enable Safe Mode with Command Prompt.

System Restore in Safe Mode:

• Once in Safe Mode, open the Run dialog by pressing Windows + R, type rstrui.exe, and press Enter.
• Follow the on-screen instructions to restore your system to a previous restore point.

3. Use a Windows Installation Media

You can use a Windows installation media (USB or DVD) to access recovery options.

Create Windows Installation Media:

• On another computer, go to the Microsoft Download Center and download the Windows 10 Media Creation Tool.
• Use the tool to create a bootable USB or DVD.

Boot from Installation Media:

• Insert the installation media into your laptop and restart it.
• Press the appropriate key (usually F2, F12, Esc, or Del) to enter the boot menu and select the installation media.
• Select Repair your computer > Troubleshoot > Advanced options > System Restore.

Kindly check the remaining steps in the next post.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @Darisw47,

Please find the next steps below.

4. Reset Your PC

If system restore does not work, you can try resetting your PC. This will reinstall Windows but may delete your files, settings, and applications.

1. Reset This PC:
   • Boot into Windows Recovery Environment (WinRE) by restarting your laptop and pressing F11 or holding Shift while selecting Restart.
   • Select Troubleshoot > Reset this PC.
   • Choose either Keep my files or Remove everything, depending on your preference.
   • Follow the on-screen instructions to complete the reset.

5. Check for Hardware Issues

If the issue persists, there might be a hardware problem causing the boot loop.

1. Run Hardware Diagnostics:
   • Restart your laptop and press F2 to enter the UEFI/BIOS.
   • Run the built-in hardware diagnostics to check for issues with the hard drive, memory, etc.

Tips:

• Reset your password using the Microsoft Account Password Reset page or local account methods.
• Perform a system restore from Safe Mode.
• Use Windows installation media to access recovery options.
• Reset your PC to reinstall Windows.
• Run hardware diagnostics to check for hardware issues.

These steps should help you resolve the boot loop and restore your laptop to a working state.

If none of the above steps resolve the issue, it may be necessary to contact HP Phone Support for further assistance. There could be a deeper hardware issue. 

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Darisw47]

Good morning. Thank you so much for getting back to me. You have provided me with some things to try. I am not very computer literate and I'm going to have to get someone to help me with what needs to be done. I know what you're saying it's just how to execute certain things not familiar with. I was able to get it into I believe a safe mode once I let the power drain down and as I plugged it in it got to a screen but it didn't say anything about safe mode so I will bring my list that you gave me and start from there. The thing I I'm struggling with about changing the password is when I get to the part of the computer where it asked me do I want to reset everything it says unable or it encountered a problem. I then go back into advanced options and try to do a system restore or doing any of the other options in the advanced option screen and that five-digit number pops up and ask for a password which shows my phone number but when I put my password in it it doesn't recognize it. I have no clue what those five digit numbers are because it's not anything I've ever put in there that's why I stated I feel like my computer was compromised. It had been running a lot slower for whatever reason and I had cancel a credit card because of theft so I'm not sure if it has anything to do with what's going on with my computer or not. It's only 2 years old and I've been an HP person forever. So I appreciate your help and going to try and see what I can do now with the information you've given me so thank you very much!

[Nal_NR]

Hi @Darisw47 ,

You are welcome! I appreciate it. Do keep me posted if anything in the future.😊

Take care

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Darisw47]

Hi Elohi.

I finally got access to my startup menu on my laptop and system restore is not an option. I have F1 system information F2 system diagnosis F9 boot menu F10 bios setup an f11 system recovery. Or press enter for to continue startup. It took me forever to even get to this point because my f8 key did not want to work for whatever reason. Not sure where to go from here now because I do not see system restore and looking at your notes doesn't cover that and so any other help? Thanks.

Daris