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SergioGranillo
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My brand new notebook is not starting, just get message "diagnosing your PC", then turns off again.

HP Recommended
HP Notebook 15-ay028ca
Microsoft Windows 10 (32-bit)

Hi,

 

I just opened my brand new laptop for the first time, had a hard time to start: after several attempts to start it, the first message I got is diagnosing your PC, then it shows  buttons: restart or other options... and goes back to diagnosing your PC.

 

Does this happen to all your new products?

 

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IT_WinSec
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Message 2 of 2
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HP Recommended

Hello @SergioGranillo

 

Welcome to the HP Support forum. Thank you for posting.

 

Sure, this does not happen to every new computer - it is very rare, indeed and not expected.

 

Something possible went wrong with your device (either during the assembly or during the shipping or while with the reseller). Please, hold down (press) the power button and keep it like that for 5-10 minutes until PC shuts down.

 

It should have a removable battery - take it out for a while and return it back it.

 

Try to start the PC again and hopefully it will start and load Windows 10.

 

 

If this is not the case and you still get errors, please contact the reseller you purchased the device from (or contact HP) and return the product and ask for a free replacement device. The replacement device should come within a box (not opened at all) so that you are sure of the real integrity of the product and that noone messed with it.

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