Windows start up issue

[Aman169]

I, Aman Mallick, one of your hp customer, having problem with my windows 10 laptop. After resetting my laptop it got stuck at welcome menu and not proceding i would like you to sort this problem for me.

[WAWood]

@Aman169 

We have no means of accessing or repairing your laptop from here -- so we have no way of fixing this for you.

Since the reset failed, that generally means that there is an issue with the hard drive.

If your PC is new enough to support UEFI, you can use these steps to test the hard drive: http://support.hp.com/us-en/document/c00439024

If not, to check the drive you have to follow these steps:
1) Press Esc key repeatedly, several times a second, while rebooting the laptop. Do NOT hold the key down, just press it over and over.
2) Eventually, you will see an HP Startup Menu
3) press the Function key for testing the hard drive (usually F2) and let it run.

Please report back the test results.

[Aman169]

Yup, my pc supports UEFI, and furthermore i already tested my hard drive. Whats more, i tested all the thing that were showing in the menu, every repair options and every troubleshooting options were there but it didnt have any affect on startup. So, i was thinking that i can get original windows 10 64bit image download link so that i can boot it.

[WAWood · Accepted solution]

@Aman169 

Sorry, but no you can't -- get the original Win10 image -- because HP does not provide downloads of the Windows OEM version they preload onto HPs.

If you want the HP OEM edition, you have to purchase something known as HP Recovery Media ...

HP Recovery Media is a set of DVDs and a CD, or USB stick, that will erase the hard drive (removing all data, settings, and applications, reinstall the original OS, drivers, and some HP Utilities.

In some cases, you may be able to order a USB stick instead of disks. You have to order these from HP; they can not be downloaded.

You can look online for Recovery Media starting with the linked paged: http://support.hp.com/us-en/drivers

Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click "Update".

If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the "+" symbol to expand that entry and click on Order Media for details.

Or, if you prefer, you can do the same by contacting HP Customer Service:

If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!

If you have trouble finding a phone number, then try: 1 (650) 857-1501.

If HP no longer provides Recovery Media for your model, another site you can check is: http://www.computersurgeons.com

When you get the media, if it is a USB stick, insert it into your PC, pressing F9 to get a Boot menu, then select the External USB Hard Drive to boot from it.

[Aman169]

Thank You so much sir for taking your time and helping me. That was really helpful.