Windows 11 black screen with cursor

[DavidTse123]

Hi:

  Yesterday when I turned on my laptop HP Zbook G10, my laptop is black screen with cursor after logging on. I have tried as many as methods attempted to resolve the issue. Even I went to the safety mode, the system is still black screen with cursor. I guess I install a third party program before the black screen happens.

  Is there any method I can try to solve the issue like reset to factory setting?  If it's still not work, how can I re-install windows 11 into my laptop? Thank you

[resistencia]

Hi @DavidTse123 

to recover windows you can use HP Cloud Recovery , follow these steps

HP Business PCs - Using the HP Cloud Recovery Client in Windows 11 and Windows 10 | HP® Support

[DavidTse123]

Hi:

  I enter the serial number but it return no information. How can I obtain the software and HP system to enter?

[resistencia]

the product number must be written in full in this form ASDFG#ABC

[DavidTse123]

Hi:

  So I enter into the serial number search engine but it only returns Please enter a valid serial number, product number or product name

[resistencia]

your product number that you typed is this 7C3N0AV, and at the end of that product number you have #ABC or similar.

this is my number, what is yours ?

[DavidTse123]

Hi: 

  I tried to enter the codes. Both returns no result. I don't know what should I do.

  A moment ago, I called HP and they say they will send me a box to return my laptop but they ask me to do secure the data inside the computer first. I want to know what will they do after HP staff receive my laptop. If I can do the similar work, I would like to do it by myself to save the shipping time.

[resistencia]

HP asks you to backup your data if you have documents because the laptop is going to be formatted, but since you can't access it, you can't backup and you have to deliver the laptop as it is, and they reinstall everything again.

[DavidTse123]

Hi Resistencia:

  Thank you for your reply. I will try to back up the data but I am not sure it will be success or not because I never do it before. If success, can I reformat the laptop by myself and reinstall the windows 11 into my computer with all drivers because I don't waste the shipping time. If I call them, can they provide the instruction for reformatting the data.

[resistencia]

You can reinstall windows as indicated above, by downloading windows from the HP cloud, or you can download from Microsoft using Microsoft's media creation tool, and you must clearly have an installation USB that you will use to load the installation and then follow the steps

Download Windows 11 (microsoft.com)