tried to do a safe boot and the machine going crazy

[dwnorman58]

I just got the laptop and was installing all my software. One app would not install properly, so I tried to do a safe boot. When it booted it was asking for bitlocker key. I didn't have it. I don't remember what I did, but It kept telling me to fix the pin number. I tried to system restore, but the mousepad stopped working and it got stuck at network connection. I've now done a complete system restore and the touch pad still does not work. Using the keyboard, I got into the device manager and found a bunch of PCI issues. It did not name the device(s) at issue, but there was no mouse listed. There was a keyboard listed. 

I'm trying to reinstall the OS from the usb drive that came with the pc. I'll update when it is done.

[dwnorman58]

After trying to install from USB drive it is stuck again at "Let's connect you to a network" with no mouse

[VikramTheGreat]

Hi @dwnorman58,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I can imagine how frustrating it must be to face these issues right after setting up your new HP Notebook, especially when you're excited to get started. Let's walk through the steps to help you get your touchpad working again and resolve the setup freeze.

Touchpad Not Working After System Restore

Please try the following steps to troubleshoot touchpad issues on Windows 11:

1. Try Double-Tapping the Upper-Left Corner of the Touchpad
   Some HP touchpads can be toggled on/off this way.
    
2. Perform a Hard Reset
   This clears temporary memory and forces Windows to re-scan hardware:
   • Turn off the laptop.
   • Disconnect the AC adapter.
   • Press and hold the power button for 15 seconds.
   • Reconnect the adapter and power on the laptop.
      
3. Run HP PC Hardware Diagnostics UEFI
   • Turn off the laptop.
   • Turn it on and immediately press Esc repeatedly.
   • Press F2 to enter diagnostics.
   • Go to Component Tests > Mouse/Touchpad and run the test.
      
4. Update Windows and Drivers
   • Go to Settings > Windows Update and install all updates.
   • For optional updates, go to Advanced Options > Optional Updates.
      
5. Reset Windows (if needed)
   If nothing works, consider a full reset using the built-in recovery tools.

🔗HP Notebook PCs - Troubleshoot the touchpad | undefined

Stuck at “Let’s Connect You to a Network” During Setup

This is a known issue during Windows setup when input devices like the touchpad or mouse aren't working. Here's what HP suggests:

• Use the Keyboard to Navigate
  Use Tab, Arrow keys, and Enter to select “I don’t have internet” or “Skip for now.”
   
• Connect a USB Mouse
  If available, plug in a USB mouse to bypass the touchpad issue temporarily.
   
• Reinstall Windows Using HP Recovery USB
  If the USB drive came from HP, ensure it's plugged in before boot. You may need to:
  • Press Esc on boot > F9 for Boot Menu > Select USB device.

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[dwnorman58]

Thank you VTG. I appreciate that you took the time to list the troubleshooting steps. Most of them require windows to boot, which was not happening. 

I called HP support and was asked where did I purchase the Laptop. I said "Amazon" then he asked me about how much memory and storage I had. I had 16GB and 512GB. This told him that the warranty was void because the machine had been upgraded; it was not in original condition. He said that many Amazon sellers purchase a cheap machine and then upgrade it and sell it as new. He said that I should go to Walmart or Best Buy instead.

I returned the laptop and went to Walmart. They didn't have anything for me at that store. I went online and ordered from a different Walmart. I'm typing on it right now.

Thank you again.

[VikramTheGreat]

Hi @dwnorman58.

Thank you for your response,

Is there anything else that I can help you with today?

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Take care and have a great day ahead!

VikramTheGreat

HP Support