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Vam10
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Message 1 of 2
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Laptop struck while restarting windows

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HP laptop 15-AY543TU
Microsoft Windows 10 (32-bit)
I've a problem with my laptop ,it got stuck while restarting !the rotating dots has stopped and the mouse ,any of the keys are not responding. how could I come out of the problem? Could you tell me the solution?
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DavidSMP
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Message 2 of 2
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Hi @Vam10,

 

Thanks for stopping by the HP community. A very good day to you.  I reviewed the post regarding assistance with issues where the computer is stuck and does not boot anymore. Superb description and stupendous diagnosis of the issue before posting. Kudos to you for that. 🙂

For better clarity and to assist you better I would require more information regarding this:

  • Did you try to perform a hard reset on the computer and check if the issue gets fixed?
  • Did you run hardware diagnostics on the computer and check if the hardware is fully functional.

For now, try these steps:

  • Please turn off the computer manually by holding the power button for a few seconds till it powers off if the computer is powered on.
  • Then perform a hard reset on the computer from this link: http://hp.care/2nwQ054
  • Now try to restart the computer and check if the issue gets fixed.
  • If it does not then run complete hardware diagnostics from this link: http://hp.care/2wr1AAN and follow the instructions in the option “Run the Extensive Test (2 hours or more)” to eliminate hardware failure.
  • If any component fails, please make a note of the failure code and contact HP phone support to get the computer serviced.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

  • Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
  • 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.
  • Once completed click the 'Show Options' icon on the bottom right.
  • Lastly, scroll down to the bottom of the page and select 'Get 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, the manufacturer’s warranty should take care of it for you.

If diagnostics pass, please perform a Microsoft push-button reset from http://hp.care/2yqfbJB without data loss. It will resolve the issue for you.

 

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a terrific week ahead. 🙂

               

DavidSMP
I am an HP Employee

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