Your device ran into a problem and needs to restart.

[sunnie1]

Your device ran into a problem and needs to restart. We'll restart for you.

This is on a black screen.

Need help. Thanks!

[Mr_RadhaTech]

Does this happens after any update? Try force shutdown using power button and turn on again. Check if it start working normally 

[sunnie1]

It happened yesterday after an update.  It seems something downloaded that wasn't supposed to.  I've tried forced restart many times.  I then tried to factory reset and it failed.  It will not allow me to do anything.   I'm exhausted with it and have put in a text to a computer guy.  

Thank you for your response.

[Mr_RadhaTech]

Do this:

1. Power on the laptop.
2. As soon as you see the HP logo, hold the power button to force it off.
3. Repeat this 2–3 times. On the next boot, Windows should show “Preparing Automatic Repair” and then the blue recovery screen.
4. Choose Troubleshoot → Advanced options → Uninstall updates.
5. Select Uninstall latest update you did yesterday which caused this.
6. Confirm and let it complete, then choose Continue to Windows 11. (If uninstalling update doesn't work then boot into recovery again and do point in restore or system restore dated before you did that update.)

After booting, first backup your important data. Then try to repair system by reinstalling same version. It preserve files, data but still backup for worst care. To do it, follow this link:

https://support.microsoft.com/en-us/windows/deployment/install-upgrade/fix-issues-by-reinstalling-th...

After repair, run windows update and check if all updates get installed properly

[sunnie1]

Thanks again.  I did this yesterday several times.

I did it again today according to your instruction:

-I did get the Preparing to Repair screen (Then it went to the Administration log in screen as I tried to do  a Factory Reset yesterday)

-After that, once again I got "Restoration Incomplete." Restoration did not complete."

I saved the log on a USB drive.

[Mr_RadhaTech]

Are you unable to perform System Restore as I mentioned? Do you not have any important data on this laptop? Do you have access to another Windows PC?

[sunnie1]

I tried to do a System Restore first and that's when the problem began.  After it would not work, that's when I tried to do a Factory Reset.  There is no important data on this laptop and yes I have access to another Windows PC

[Mr_RadhaTech]

Use HP Cloud recovery tool to create bootable USB for your model using another windows system.

You can check the instructions from the link below to create and install fresh windows:

https://support.hp.com/hk-en/document/ish_4511095-4511141-16

Let me know if your device is no longer supported or isn’t found in HP Cloud Recovery, as this can happen with older laptops. If that happens, I’ll tell you another method to try.