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‎02-10-2017 03:26 PM

HP Recommended
Product: 15-ax000nl
Operating System: Microsoft Windows 10 (64-bit)

Hi everyone,

 

I *just* bought an HP Omen 15-ax000nl laptop and today while I was using it normally a blue screen appeared, the PC turned off and at the reboot nothing booted, instead a message appeared on screen:

 

"Boot device not found.

 

Please install an operating system on your hard disk."

 

This PC has an SSD on which the OS (Win10) is installed. After bbooting Linux from an USB stick I could only see the bigger 1TB HDD and not the SSD. Now my question is:

 

1) it is under warranty so if I bring it back can I ask to have the data I had on the SSD saved somewhere?

 

2) can I open the PC to check if maybe it's just an unplugged cable without breaking the warranty?

 

Thank you for any help.

4 REPLIES 4

‎02-10-2017 04:18 PM - edited ‎02-10-2017 04:20 PM

HP Recommended

That would indicate the boot device has failed, or at least is corrupted. If you choose to have HP repair under warranty, do not expect them to save anything from the SSD.  They just do not do that.  I am afraid the data is gone.

If the Linux cannot see the SSD, that would also indicate the SSD has failed and the data cannot be retrieved.  Opening the computer would probably void any warranty, since this is a laptop.


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‎02-11-2017 02:02 AM

HP Recommended

When I had to ship back my old ASUS (under warranty) because it wasn't turning on, I asked the support centre and they told me that I could remove the HDD to save the data I had on it. But in that case to remove the HDD I didn't have to open the whole case bacause it was (smartly I would say) accessible under a lid.

‎02-11-2017 03:18 AM

HP Recommended

@marcwell

 

It depends on the local country and the tech center policies.

For example, where I live it it possible to ship a PC without an HDD if you do notify them prior to the shipping. Please, contact HP or the service center and check with them if this is possible.

 

Contact HP:

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

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

 

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

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*** HP employee *** I express personal opinion only *** Joined the Community in 2013

‎02-11-2017 05:06 AM

HP Recommended

HERE IS THE MANUAL that gives the location and proceedure to get to many parts, SSD included.  Where that is located, I would assume would void the warranty to open that area.  Check with the repair center to verify.  and they are not going to let you keep the SSD to get information from it when that is the part you wish to be replaced.


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