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Kcrumby
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Freezes on HP logo screen

HP Recommended
HP Stream
Microsoft Windows 10 (64-bit)
I always have low memory, even though I never save anything. I wanted to do a system restore and set up like a new laptop in hopes that might solve the issue. This notebook has been a piece of crap since I got it 6 months ago. After starting the reset, and waiting two hours, I get a message saying that it can't be reset. Now, my computer boots up, goes to the hp logo screen, and then cuts back off. The process repeated indefinitely. I have tried entering safe mode and used the delete all files and keep all files options. Same thing happens. I end up on the infinite hp logo screen loop. Any ideas???? How do I contact someone because I'm going to assume I'm still in warranty.
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ANNAJ26
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Thank you for stopping by the HP Forums. A Good day to you. 🙂 I read the post about your HP Stream Freezing on HP logo screen. It will be a pleasure to assist you. 🙂

 

A stupendous effort, brilliant description and good effort on trying to reset the unit. 🙂         You are a valued HP customer and It is a pleasure to assist you here. I also take it as a privilege to share this platform with you.  🙂

 

First off, we need to isolate the issue to know whether it’s a hardware or a software related.

           

A few thing to try:

 

  1. Be sure all external devices are unplugged when booting, if this fixes the issue, then you have a device that has problems.

  2. Unplug AC power and hold the power button down for 15 seconds, connect AC power & See if it will boot normally.

 

   3. If the computer locks up at random times or shortly after turning on the computer a hardware component might be failing.

 

HP provides diagnostic software you can use to test hardware components on your computer and confirm hardware failures when you suspect something is wrong.

To enter HP Basic System Diagnostics hold the power button for at least five seconds to turn off the computer.

Turn on the computer and immediately press the F2 key repeatedly, about once every second.  If the HP PC Hardware Diagnostic UEFI screen displays, select storage or hard drive and run the test both short and extensive. HP PCs - Computer Locks Up or Freezes (Windows 10, 😎 http://support.hp.com/in-en/document/c03408309.

 

If the test completed with no error, you may have to get a restore USB kit to install windows.

If the test fails, capture the failure ID and I recommend you to contact HP Phone support to get a service setup for the computer. Please fill out the web form from this link to contact HP phone support: www.hp.com/contacthp

 

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.   Please reach out for any issues and I'll be there to assist you.

 

 **Although I am an HP Employee, I am speaking for myself and not for HP.

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