blue screen

[Mistify11]

Hi when I turn on my laptop the screen is blue with a sad face saying your pic has ran into a problem. needs to restart . On the recovery screen it says a required device isn't connected or can't be accessed ? Help

[Jeet_singh]

Hi @Mistify11,

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for the First Time Here? Learn How to Post and More.

As I understand the computer gets a blue screen error,

Don't worry, we should be able to find you a fix, just follow the steps listed below:

To provide you with an accurate solution, I'll need a few more details:

What is the product number of this computer? (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

What is the Operating System installed on the PC?

Have you made any software or hardware changes made on the PC?

Was there any update/reset interrupted, recently?

When was the last time it worked (date)?

Have you performed any troubleshooting steps before posting this on HP Support Forums?

In the meantime, let's try these steps here:

Perform a Hard Reset

Attempt a Bios Recovery

Run the System diagnostics test as well as an extensive test on the hard drive as well as test on the Memory...

Depending on the test results, If all the test passes, I would suggest you perform a System recovery using the partition available on your PC. Doing this will wipe off everything and set the PC back to the original factory conditions. So please backup your data before initiating System recovery. For some reason, if the recovery fails, this means either the partition is corrupted or the System file is missing. 

Link to perform System recovery: Click here

The only other way to install Windows would be to order the recovery media for your laptop and using the recovery media you can install Windows. You can check if the recovery media is available online on www.hp.com/drivers by entering the exact model no. of your laptop. To find the exact model no. click here: http://hp.care/2bygf7l

Otherwise, you could also reach HP phone support to order the recovery media. Please fill in the product details to get the tech support number.

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone numberCase number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

If the information I've provided was helpful,

give us some reinforcement by clicking the solution and kudos buttons,

that'll help us and others see that we've got the answers!

Good Luck.

[Mistify11]

Hi, it's a stream notebook C013TU I ran a test it came back USB port fails I have a fail id and also error code 0x0000225

[Jeet_singh]

Hi @Mistify11,

Thanks for replying,

I appreciate your time and efforts,

I understand you have tried the steps suggested and the test failed with a failure ID, I would suggest you provide us with the 24 character code so that I can decode and help you to find which part is faulty. In the meantime, Here's a related HP Forum post which has helped others: Click here.

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. 

If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.

If you wish to show appreciation for my effort, please click the Thumbs up icon at the bottom of my comment.

And I Hope you have a good day, Ahead.

Regards,

[Mistify11]

PQ89X-7R18G3-MFPWLJ-8D6D03 hopefully that's the right one will try the troubleshooting now thank u

[Jeet_singh]

Hi @Mistify11,

Thanks for replying,

I did try to decode the failure ID but unfortunately, this seems to have a missed a character in the first group, I would suggest you run the test again and please do not forget to capture the failure id, as this will help me in further assisting you,

I will wait for your response. Eager to assist you. Cheers! 

[Mistify11]

Failure I'd PQ8B9x-7R18G3-MFPWLJ-8D6D03 product I'd K5C78PA#ABG TRY THIS ONE

[Jeet_singh]

Hi @Mistify11,

Thanks for replying,

I appreciate your time and efforts,

I did try to decode the failure id and found that this seems to be a hardware failure with the Device Communication failure code 434. I would personally suggest you contact our HP phone support for available service options. Please fill in the product details to get the tech support number.

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone numberCase number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

If the information I've provided was helpful,

give us some reinforcement by clicking the solution and kudos buttons,

that'll help us and others see that we've got the answers!

Good Luck.