Unable To Start Windows

[USER20231303172]

Hello everyone,

I am having issue when I start my computer. There is a blank black screen when I press the start button. Then when I press the ESC key, I can enter HP PC Hardware Diagnostics. I made tests on both hard drive and memory. There is no problem with memory but there seems a problem with hard drive. I am sending the picture of it. Can anyone please tell me what is the possible solution? I tried nearly everything except a fresh install. But if there is a solution proposal I can do it. 

Thanks in advance,

[Paul_Tikkanen · Accepted solution]

Hi:

You will need to install a new hard drive and reinstall the operating system.

I recommend that you replace the failed 2.5" SATA mechanical hard drive, with a much better performing M.2 NVMe SSD, since your notebook has an available M.2 slot.

I recommend either the Samsung 980 (not 980 Pro) or the Western Digital Blue SN570 NVMe SSD.

Below is the link to the service manual, where you can find the hard drive removal procedure and the M.2 SSD installation procedure.

h10032.www1.hp.com/ctg/Manual/c06691790.pdf

After you replace the drive, you can use the HP cloud recovery tool and a 32 GB USB flash drive to create a bootable USB recovery drive that will reinstall Windows, the drivers and the software that originally came with your PC.

Here is an info link for how to use the utility.

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10 | HP® Customer Support

Since you have to use the utility on another PC, you will need to enter your PC's product number in the tool's search window in order to proceed to make the recovery media.

Your PC's product number is:  4MS04EA#AB8