HARD DRIVE FAILURE

[GoldyLox]

"Your pc ran into a problem & needs to restart. We'll restart it for you" blue screen message....but goes in a non stop cycle, returning to this screen. I can't get to windows at all.

[IT_WinSec]

Hi @GoldyLox

Welcome back to the HP Support forum. Thank you for posting. I will be glad to help you solve your computer related issues.

The problem you describe is known as Blue Screen of Death (BSOD). BSOD is kind of Windows self-protection feature. If you received a blue screen error, or stop code, the computer has shut down abruptly to protect itself from data loss.

What you describe could happen because of incompatible or corrupted Windows driver or because of hardware issue (HDD, RAM problem). It is important to know what exactly causes the issue so that we can work on this thing to fix the problem.

Your message subject states "HARD DRIVE FAILURE". What makes you think the problem is HDD related and that the HDD has failed ? Did you perform hardware checks ?  If not, test your hardware for issues now and let me know the results

1. Please, shutdown the computer using the power button

2. Power it on.

2.1 As soon as you press the power-on button, keep hitting the Esc button (like tap-tap-tap).

This should open a HP Startup Menu which may look similar to this one

3. Choose F2 to open System Diagnostics (or the respective F button) . Follow the on-screen instructions to perform System Test >> Quick test.   If this is not available, perform Hard Disk Drive check and memory check.

Looking forward to your results, update and clarification.

[GoldyLox]

I did all of that & it still comes back with the same thing: Failure ID GUW771-81E8JP-MFPWLK-60R303
PRODUCT ID: N5Y74UA#ABA
Hard Drive 1 - Primary HDD Bay*

[IT_WinSec]

OK,

Thank you for the confirmation. This confirms the BSOD is caused by the faulty HDD.

The error code you provide also tells me the warranty of the machine has expried. If you believe this is not correct, let me know.

Since this is faulty HDD/hardware component, you will probably not be able to recovery your files. If you want to attempt data recovery, please let me know and I will post additional instructions.

Here are your options on fixing the problem:

1) If your computer is still under warranty, please contact HP Support and inform them. They will work with you about the way to replace the faulty component.  Contact HP:

>> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

>> http://support.hp.com/us-en/contact-hp

2) If your computer is with warranty period expired, you will need to replace the faulty HDD - buy new one on your own. There are variety of options - vendors you can choose from. You can get it online or from PC retail store, or from HP parts store http://partsurfer.hp.com/

You may also consider installing SSD instead of HDD - this is strongly recommended as SSDs are way faster, more repliable and lighter. More info on SSDs:

>> http://www.computerhope.com/issues/ch001396.htm

>> http://www.pcmag.com/article2/0,2817,2404258,00.asp

You need HDD with the very same size as the current one or bigger (small will not work) - e.g. if your current HDD is with 500 GB capacity, your new HDD/SDD must also be 500 GB or with bigger capacity. 

How to replace the faulty HDD with new HDD or new SSD:  please, find info and instruction in your computer's manual or watch YouTube videos examples for your HP model. 

Here is the service manual for your model >> http://h10032.www1.hp.com/ctg/Manual/c04069163   (page 50/60)

If you do not want to do this on your own, please bring the computer (or ship it) to HP Authorized Service Center where the technicians will do this for you. If you are not sure where such a center is located, check these or contact HP for assistance in finding the nearest one for you:

>> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

>> http://support.hp.com/us-en/document/c00372730

>> http://www8.hp.com/us/en/store-finder/find.do?bs=SR4&type=authorized

3) Last part - once you replace the faulty component - you will need to reinstall back your operating system - Windows or another. So, as your computer originally came with Windows preinstalled by HP (a.k.a. OEM Windows), then you need to use HP recovery media - DVDs or USB pen drive you have previously created   or   recovery media purchased from HP. Some general info >> http://support.hp.com/us-en/document/c00006110

This is the recovery media for your PC model - it contains Windows OS, drivers, preinstalled apps >> http://www.computersurgeons.com/p-27938-windows-10-home-1b-recovery-kit-856249-001-for-hp-pavillion-...

You need to purchase it and boot from the media to install back Windows on the new drive. Here are full detailed instructions >> http://hp.dezide.com/ts/start.jsp?guide=HPSystemRecovery.net&section=ccweb&SFS=tdoc&language=english...

Please, let me know how it goes and do post back if you need assistance. Looking forward to your feeback/reply.