reset hasn't worked

[Pennnn4]

I have now tried to reset a 4 month old Pavilion Convertible laptop 3 times.  It has been a big and expensive disappointment to me.  It is still under warranty.  I can get it to reset which takes an hour plus and then the HP logo comes up and the little circle of spots goes round and round, stops and the logo goes away and then the logo reappears and the little spots go round and round but nothing ever comes to a conclusion.

 I then tried to Command Prompt following internet instructions but struck a problem there too.  I have a swiss/French keyboard so when I started to type a forward slash the keyboard had changed and I cannot find the forward slash.   for the life of me.  

Something has always not been good with this laptop.  But instead of returning it to the shop I have tried to fix it myself with HP support assistant.  I also went to Virtual assistant but that proved useless too.  Now I am here on the forum typing this on a Macbook hoping to be able to download a fix on a USB but Macbook tells me I can't download a Windows app. 

Is there anyone out there that has the tech ability to recognise my problems and to help me fix them.  I would be a ton grateful for some real decent help.  I am fairly savvy in the ordinary person's computer sense but so far have met with no success in trying to reset it.  It is obviously stuck somewhere and I do not kow if it a disk problem or a software problem.  It should not be either, I do not do fancy tricks on my laptops or download weird apps.

[iomare · Accepted solution]

Hi,

First, you should perform an HP hardware diagnostics check on the drive and the system. You can try the fast test, This way we will know if there are any hardware problems.

So, turn off the PC by holding the power button. Press the power button and continuously press ESC until the startup menu appears. Next press F2 to enter diagnostics.

See if there are any hardware failures.

You most likely will need to create a USB drive with a bootable version of Windows 10 on it. You can do on a different computer (Windows) by downloading the media creation tool, running and creating the drive

https://www.microsoft.com/en-us/software-download/windows10

I believe that if you go to the same page on MAC you can download an iso which you can then use to create bootable media. You will need to use some kind of software which is capable to transfer the image to the Pen drive.

let me know,

David

[Pennnn4]

Hello David, Thanks a lot for your reply and instructions, the laptop is now doing System Extensive Test and says it will take nearly 5 hours.  It will be very interesting to see where the problem lies but obviously I  won't be able to tell you until much later.  

[iomare]

OK. Did you try the fast test?  Was all good?

I just wanted you to perform the tests (fast test or extensive test is good too) before we try and proceed with a clean installation. A clean installation will be much better than a reset and will be the latest edition of Windows 10. Anyway, let me know when the tests are done and as soon as I see the reply we can see how to proceed.

Regards,

David

[Pennnn4]

It certainly did not take 5 hours.  The tests were much quicker.  It said everything passed.  But my keyboard is Swiss/French and I was not able to test that in a way that was understandable. to me.  I have made what I hope is a Win10 bootable USB.  Win10 64 but I noticed at the Command Prompt it said 32.  Is that now going to be a problem?

Please be kind enough to tell me what I should do now.  I am in System test and a bit reluctant to get out without your input first.