HP Basic System Diagnostics / Exit

[ComputerCustome]

Hi,

I have a problem with my HP computer. I can't exit the System Diagnostics and I'm unable to use the startup menu, because when I choose an option of it the computer brings me back to this program. I don't know if it is a hardware problem, but if it is, I'm unable too to reset my computer ( which is Windows 10).  I have problems with this program because I'm able to enter ''exit'' and ''no'', bu I can't choose option ''yes''. 

Thanks. 

[praveen196]

@ComputerCustome Welcome to HP Community!

I understand that you are unable to exit the system Diagnostics.

Please perform the below steps and check.

Hard Reset:

1) Shutdown the computer.  

2) Unplug all the Adapter and peripherals connected.  

3) Remove the Battery. ( not for Built-in Battery computer ) 

4) Press and hold down the power button for 15 to 20 seconds.  

5) Plug-in the Adapter and put the Battery back into the computer if it's a (removable battery)

6) Try to turn on the computer and check, If the issue persists continue next step

Set BIOS default and restart:

1. Restart your notebook.
2. During startup, press F10 repeatedly until the BIOS menu is displayed.
3. Once the BIOS menu is displayed, press F9 to restore factory defaults.
4. Select Yes to confirm.
5. Press F10 to save changes and exit.
6. Select Yes to confirm.
7. The computer restarts using the default settings.

Keep us posted,

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Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

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[ComputerCustome]

Thanks, I'll try to reset. Hope it works properly!

[ComputerCustome]

It didn't worked because when I press F10 it doesn't move to the BIOS menu it just start and it brings me back again to the diagnostic system. But, I noticed, that before the BIOS program appeared, the ''up'' and ''down'' arows in the botton didn´t work. Could that be a hardware problem?

[ComputerCustome]

It didn't worked because when I press F10 it doesn't move to the BIOS a it just start and it brings me back again to the diagnostic system. But, I noticed, that before the BIOS program appeared, the ''up'' and ''down'' arows in the botton didn´t work. Could that be a hardware problem?

[praveen196]

@ComputerCustome

Thank you for the update.

In that case, I would suggest you contact our phone support and check for the support option. They will help you.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a nice day!!