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01-19-2018 07:54 AM
My tablet was working fine one day and the next would not get out of the HP logo screen. I ensured it was charged, followed all the steps on the website (e.g., hard shut down, re start in safe mode and reboot which didn't work). I also restarted in safe mode and reset to factory settings and it still will not start. The tablet is 3 years old.
01-20-2018 02:15 PM
Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues with the tablet won't turn on anymore. Don't worry as I have a few suggestions which should help you resolve this issue.
To provide you with an accurate solution, I'll need a few more details:
Was there any update/reset interrupted recently?
Was the unit dropped by any chance?
In the meantime, I would suggest you could try these steps here:
Perform a Hard Reboot: A hard reboot can resolve many startup issues. Press and hold the power button for more than eight seconds. After the tablet fully shuts down, wait a few seconds, and then press the power button to turn on the tablet.
For more assistance, please follow this link: HP Tablets - Tablet Does Not Start (Android KitKat, Jelly Bean)
If the issue persists, I would suggest the only option would be to perform a factory reset on the tablet - HP Tablets - Performing a Factory Reset on Your Tablet (Android KitKat, Jelly Bean)
If you have followed the steps suggested and still having the issue, I would suggest you contact our HP phone support for available service options. If your product is out of warranty, please choose paid options to get the tech support number.
HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true
(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
(3) Once completed click the 'Show Options' icon on the bottom right.
(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.
They will be happy to assist you immediately.
If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.
Please respond to this post with the result of your troubleshooting. I look forward to hearing from you.
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
I am an HP Employee
01-22-2018 06:28 AM
Thanks for your follow up. In response to your questions regarding any prior issues: No, the tablet was not dropped and No, there was not any interruption to any updates. I turned it off one night and went to turn it back on 3 days later and it would not get off of the HP logo screen.
Hard reboot has been done a few times.
Factory reset has been done.
I will call HP support. It is frustrating that the tablet is only 3 years old and is no longer functioning and I will have to pay to get assistance for it.
Thank you for your time.
01-22-2018 10:41 AM
BTW, it does no good to contact HP Support by phone. I waited for 4 hours on hold and then was disconnected. This meant I went to the end of the 'line' again. This is a joke! There should be some way to talk to someone or leave a message for a call back. I am very disappointed.
01-23-2018 03:17 PM
I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options if any.
You should be contacted within 4 business days (Excluding Holidays & Weekends).
Response times may vary by region.
Please send a Private Message, if you aren’t contacted within 4-5 business days.
If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
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I am an HP Employee