New laptop update issue

[Trd4]

I just got a new HP laptop, I don't know the OS yet but then it has fingerprint , touchscreen and all that but then I tried to put it on and it asked me to set up which i did but then it asked me to update.....i have done so for the past two hours... it's just showing a blank screen

[Sneha_01]

Hi @Trd4,

Welcome to HP Support Community.

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

It sounds like your new HP laptop is stuck during the update process, which can be frustrating. Here’s a step-by-step guide to address this issue:

1. Wait a Little Longer

Sometimes updates can take longer than expected, especially if they involve large files or multiple stages. If the laptop has only been stuck for a couple of hours, it might be worth waiting a bit longer to see if the update progresses.

2. Force Restart

If waiting doesn’t help:

• Force Shutdown: Press and hold the power button for about 10-15 seconds until the laptop turns off. Wait a few seconds, then turn it back on.
• Restart: After restarting, the laptop may automatically attempt to continue or rollback the update.

3. Boot into Safe Mode

If the laptop still shows a blank screen after restarting:

Access Recovery Options:

• Turn off the laptop and turn it back on. Immediately press F11 or Esc repeatedly to enter the recovery environment.
• If F11 or Esc doesn’t work, try other keys such as F8, F10, or Shift + F8.

Safe Mode:

• In the recovery environment, select Troubleshoot > Advanced options > Startup Settings, and then restart.
• Once the laptop restarts, choose Safe Mode or Safe Mode with Networking from the options.

4. Perform a System Restore

If you can access Safe Mode or the recovery environment:

• Access Recovery Options:
  • Go to Troubleshoot > Advanced options > System Restore.
  • Choose a restore point before the update process started.

5. Check for Hardware Issues

• Inspect Connections: If you’re comfortable doing so, check that all internal components are properly connected (e.g., hard drive, RAM).
• External Peripherals: Disconnect any external devices (USB drives, external keyboards, etc.) and try restarting.

6. Use HP’s Diagnostic Tools

• Built-in Diagnostics: HP laptops often come with built-in diagnostics tools. Restart the laptop and press Esc or F2 repeatedly to access HP PC Hardware Diagnostics.
• Run Tests: Perform hardware tests to ensure there are no underlying issues.

7. Reinstall Windows

As a last resort, you may need to reinstall Windows:

• Create Recovery Media: Use another computer to create Windows recovery media if you don’t already have one. You can download the Media Creation Tool from Microsoft’s website.
• Reinstall: Boot from the recovery media and choose the option to reinstall Windows. This process will erase your data, so consider this only if all other options fail.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support