Grey screen with the cursor active and thinking wheel?

[Caseface88]

My friend gave me her lap top and I’ve only had it a day. I was checking it out and doing all the updates it said it needed because my friend never used it. She only stored very important pictures on it. I walked away from it for about 20 minutes as it was doing one of the undates and when I came back the screen was grey. I taped on the screen (touch screen) I pressed enter, esc, ctrl alt delete, F10, and still nothing! The cursor is on the screen and moves around. I’m freaking out please help me!!! (I also hear it making small sounds)

[Lil_Boy_Blue]

Hi

It's a... 

HP Notebook - 15-ba079dx (Touch) (ENERGY STAR)

https://support.hp.com/us-en/product/hp-15-ba000-notebook-pc-series-touch/10862319/model/11528132/ma...

https://support.hp.com/us-en/drivers/selfservice/hp-15-ba000-notebook-pc-series-touch/10862319/model...

Unfortunately no-one seems to know what updates are occurring.

It could be a HP session, it could be a Microsoft session and/or something else.

So time may be the healer.

If you want intervention, then you may NEED to have a Recovery Media to hand.

The Factory Fresh F11 option should still be available, which wipes all DATA and re-installs to factory Fresh.

It takes several hours, and then the updates have to be downloaded, which can be spaced over a coupla days.

So for now allow time before...

First:- Turn off the computer, press and hold the PWR button for 4 seconds.
Then - Leave only keyboard and mouse connected, disconnect all externally connected
devices such as Docking Station, USB storage devices, displays, and printers.
Unplug the AC adapter from the computer.
Next - Press and Hold the Power button for 15 seconds to Hard Reset.
Rinse and Repeat

Do you have access to another PC that could....

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

Create Windows 10 installation media

To get started, you will first need to have a license to install Windows 10. You can then download and run the media creation tool. For more information on how to use the tool, see the instructions below.

Download tool now

If in doubt please ask.