Sudden freezing & Black Screen with no Automatic Repair

[XenoGine]

Recently a relative came to me and informed me that their laptop was giving them issues: they were using it when suddenly it froze. After an attempted hard reboot that yielded no results, the subsequent reboots showed, as they claimed, that the Automatic Repair appeared once, but that it did nothing to solve the issue and is now stuck in a permanent black screen.

Eventually they looked around this site and, following the advice in another post (Edit: Found said post.), ended up on System Diagnostics and did a Quick Test. These were the results of an error: 

FAILURE ID: MAGE7F-7MP99A-MFPWL1-60R403

PRODUCT ID: J2N37LA#AKH

Hard Drive 1

Any idea what this means and how they could look for a solution?

[IT_WinSec · Accepted solution]

Hello @XenoGine

Welcome to the HP Support Forum. Thank you for posting.

The error code you provided tells me that the hard disk drive (HDD) has failed.  Since this is faulty HDD/hardware component, you will probably not be able to recover your files. If you want to attempt data recovery, please let me know and I may post additional instructions. Replacement is needed

Here are your options on fixing the problem:

1)   Since your computer is with warranty period expired, you will need to replace the faulty HDD - buy new one on your own. There are variety of options - vendors you can choose from. You can get it online or from PC retail store, or from HP parts store http://partsurfer.hp.com/

You need HDD with the very same size as the current one or bigger (small will not work) - e.g. if your current HDD is with 500 GB capacity, your new HDD/SDD must also be 500 GB or with bigger capacity.  I recommend you consider HDDs with RPM 7200 as they as slightly faster, 5400 RPM is slower >> https://www.computerhope.com/jargon/r/rpm.htm

*** How to replace the faulty HDD with new HDD:  please, find info and instruction in your computer's manual or watch YouTube videos examples for your HP model. 

Here is the service manual for your model

>> http://h10032.www1.hp.com/ctg/Manual/c05527168

page 33/41

If you do not want to do this on your own, please bring the computer (or ship it) to HP Authorized Service Center where the technicians will do this for you. If you are not sure where such a center is located, check these or contact HP for assistance in finding the nearest one for you:

>> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

>> http://support.hp.com/us-en/document/c00372730

>> http://www8.hp.com/us/en/store-finder/find.do?bs=SR4&type=authorized

2) Last part - once you replace the faulty component - you will need to reinstall back your operating system - Windows or another.

Let me know if you need assistance on how to reinstall the operating system.

Looking forward to your feeback/reply.

[XenoGine]

@IT_WinSec

That you for the quick response, I understand completely. I feared this was the case but... well, better safe than sorry. I think I know how to proceed from here, thanks for your help!