Stuck on hp startup screen

[Crisonya]

Also, when I reverted back to windows 8, it presented the same problem, slow, slow, slow computer so downloaded windows 10, which was a mess so had to do a system recovey all over again.

[Crisonya]

Model: HP Pavilion 15-n019wm.  The issue now is it restored to windows 8 but after I updated it to windows 10, it wouldn't have anything on the screen but the hp symbol and a black screen.  I did follow the instructions.  Now I Have had to do a systems replacement again.  Why won't windows 10 work with my hp? I can't use windows 8 because the mouse blinks constantly and won't operate correctly.  I paid for help for 14 days and when they mailed the thumbdrive they said even tho the 14 days would be gone because it was a weekend, we still will help you. Well, I called when I received the thumbdrive and they persistently wouldn't help me.  I paid $99 for those 14 days, I paid $39 for virus and then I paid $54 for the thumbdrive. I will probably never purchase another hp. I am no happy, I did everything I was told to do, in fact I have 5 case numbers for this one problem and every time someone else had a different solution until I bought into spending more money each time.  Another beef I have, altho the people are polite and helpful, it is very very difficult to understand their accent especially if one is hearing impaired.  I wanted to call the main office to report this and there is no phone number to talk to anyone. Poor customer service.

[IT_WinSec]

Hi @Crisonya

I am sorry for the issues you have experienced with HP Support.

Your PC officially support Windows 10 so I recommend you follow my steps posted previously on this very same thread (page1) and directly install Windows 10 *if* you previously performed upgrade from Win 8.1 to Win 10 on this very same computer and if you used Win 10 for a while and if Windows 10 was activated successfully before.

If you never before upgraded to Windows 10, you cannot just do it like that because you need a license for Windows 10 (it was free for an year, not anymore) and you also need to follow special upgrade instructions (if performing an upgrade/not direct new installation).

It is always necessary to have all your drivers updated to the latest versions and the security and primary software must also be the latest version so that it does not cause issues.

Your PC comes with Windows 8 and was initially designed with Win 8 in mind. What do you mean by "mouse blinks constantly and won't operate correctly" ?

[Crisonya]

Once the windows 8 is installed from system recovery, the point of the mouse blinks all the time and the computer is slow. I contacted Microsoft to get the update from 8 to 10 so I had the correct link as I had gotten it from them free before.  We downloaded it from the link they gave me. Then the computer never went past the black screen with hp on it.  I am hesitate to try it again since this is third system recovery done this week.  Are you saying if I follow your steps it won't have that problem. The first time HP did that and updated to 10 it did it too, lasted less then five days, thence they mailed me the recovery.  I am really upset since computer is two years old. 

[kevin-t]

@Crisonya

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
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