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HP PCs - Computer does not start (Windows 10)

This document provides possible solutions to common computer startup issues. Follow the instructions in this document step-by-step to help isolate the problem and find the most appropriate help.

Remove discs and devices

Before troubleshooting startup issues, remove or disconnect all discs and devices from the computer.

Turn off the computer.
Remove any discs and USB devices.
Remove memory cards from the card reader slot.
Disconnect all non-essential devices such as printers, scanners, and external hard drives.
Leave only the mouse, keyboard, and monitor connected.
After you have removed all discs and devices, turn on the computer.

If the computer starts, reconnect devices one at a time to determine which disc or device is causing the problem. If the issue is solved, troubleshooting is complete.
If the computer still does not start and exhibits the same problem, press and hold the power button to turn off the computer. Do not connect anything, and continue troubleshooting.

Perform a hard reset

Many startup errors and other problems can be resolved by decreasing the amount of power stored in hardware components. Decreasing stored power is sometimes referred to as a hard reset.

After you have completed these steps, if the computer startup issue is resolved, go to HP PCs - Updating drivers and software with Windows Update (Windows 10), and then go to HP PCs - Using HP Support Assistant (Windows) to update all device drivers.

Power reset your desktop computer

Perform a power reset on your desktop computer.

Turn off the computer.
Disconnect any peripheral devices, and then unplug the power cord.
With the power cord unplugged, press and hold the Power button for approximately 15 seconds.
After you drain the capacitors, plug in the power cord. Leave peripheral devices disconnected.
Turn on the computer.

Power reset a laptop with removable battery

Perform a power reset on your notebook with a removable battery.

Performing a Hard or Forced Reset on Your HP Notebook (Removable Battery)

Learn how to perform a hard reset or forced reset on your HP Notebook computer with a removable battery.

Turn off the computer, and then unplug the power cord.
Disconnect any peripheral devices, and then remove the computer from any port replicator or docking station.
Remove the battery from the computer.
With the battery and power cord unplugged, press and hold the Power button for approximately 15 seconds.
After you drain the capacitors, re-insert the battery, and then plug in the power cord. Leave peripheral devices disconnected.
Turn on the computer.

Power reset a laptop with a non-removable battery

Perform a power reset on your notebook with a non-removable battery.

Performing a Hard or Forced Reset on Your HP Notebook (Fixed Battery)

In this video, we will learn how to perform a hard reset on your HP Notebook with a non-removable battery. Sometimes called a forced reset, this allows you to clear the memory if Windows or other software are unresponsive or if there are problems with the display or the computer.

Turn off the computer, and then unplug the power cord.
Disconnect any peripheral devices, and then remove the computer from any port replicator or docking station.
With the power cord unplugged, press and hold the Power button for approximately 15 seconds.
After you drain the capacitors, plug in the power cord. Leave peripheral devices disconnected.
Turn on the computer.

Run hardware diagnostic tests

Make sure that the issue is not hardware related by performing diagnostic tests.

In Windows, search for and open the HP PC Hardware Diagnostics for Windows app.

If the app is not installed on your computer, download the latest version from the HP PC Hardware Diagnostics website.
On the main menu, click System Tests.
Click the System Fast Test tab.
Click Run once.

While the test is running, the time remaining and test result for each component displays on the screen.
If a component fails a test, write down the failure ID (24-digit code) and contact HP Customer Support. The information is also available in the Test Logs on the main menu.

If no system component failed, continue with these steps.
In the HP PC Hardware Diagnostic app, click System Test, and then click System Extensive Test. The Extensive Test might take several hours to complete.

If an issue is not found, continue to the next step.
If a component fails a test, write down the failure ID (24-digit code) and contact HP Customer Support.

Refresh or reset your PC

Use the Microsoft Refresh your PC feature to reinstall Windows without affecting your personal files, apps, or many of your settings.

On the Choose an option screen, click Troubleshoot.

If your computer does not open to a blue Choose an option screen, skip this step and go to HP Notebook PCs - Advanced startup troubleshooting (Windows 10) or HP Desktop PCs - Advanced startup troubleshooting (Windows 10) for further troubleshooting options.
Click Refresh your PC.
Click Next.
Wait for Windows to open, and then follow any on-screen instructions.
- If the computer starts and opens Windows, you are done.
- If the computer does not start and opens to the Choose an option screen, go to the next instruction.
On the Choose an option screen, click Troubleshoot.
Select Reset your PC.
Click Next.
Select the quick option to remove your personal files.

CAUTION:
Your personal files and settings are destroyed by performing this step. Make sure you have backed up all your important files before continuing. Do not continue if you have important files on the hard drive that have not been backed up. You might want to seek a professional data recovery service to restore your files.
Wait for Windows to open. Follow any on-screen instructions.
- If the computer starts and opens Windows, you are done.
- If the computer does not start and opens to the Choose an option screen, continue to advanced troubleshooting options.

Advanced troubleshooting

If the previous steps did not resolve the computer startup issue, go to the advanced troubleshooting section for your computer type.

HP Notebook PCs - Advanced startup troubleshooting (Windows 10)
HP Desktop PCs - Advanced startup troubleshooting (Windows 10)

HP Notebook PCs - Advanced startup troubleshooting (Windows 10)

Complete these advanced troubleshooting procedures to try to resolve startup issues with your notebook PC.

Troubleshoot specific startup issues

Find a symptom that matches your computer's condition.

LED lights blink but the computer does not start

HP and Compaq notebook computers use blinking LEDs to identify startup errors. If the LEDs blink (usually 1 to 8 blinks in a series) near the caps lock or num lock keys, go to HP Desktop PCs - Computer Does Not Start and Emits an LED or Beep Code.

Note:

If a white AC adapter light blinks when a new notebook computer is used for the first time, the battery is still in Shipping Mode. To resolve this issue, turn off the notebook, connect the notebook to AC power, allow the battery to charge for at least 30 minutes, and then start the computer.

The computer starts, but the screen is blank or unresponsive

When pressing the power button, LED lights blink or turn on, a fan spinning sound is heard, but the screen remains black, and the notebook does not start.

If the computer is on, but the screen remains blank, go to HP Notebook PCs - Computer Starts but Screen Remains Blank (Windows 10, 8).

The computer does not have power (no noise or lights)

If there is no noise from the computer case or fans, the lights on the computer do not turn on (including keyboard LEDs), and the screen is not receiving a video signal, your computer might not be receiving power. Test the AC adapter.

Confirm that the AC power adapter is a genuine HP part. Do not use a third-party AC power adapter with an HP computer.
Determine the adapter wattage by looking near the bottom of the adapter.

Note:
Using an AC adapter with a lower wattage than the computer requires can cause issues. For example, the CPU clock rate might be reduced to save power, which might cause programs to run slower or the AC adapter to become warm to the touch.
Check the AC power adapter for damage. Damaged components, like the AC adapter housing or the pin in the power connector, might require an HP-certified repair. Check the box, cord, pins, and plugs for damage.
Confirm that the wall outlet is functioning properly. Plug a lamp or device that you know to be working into the same wall outlet you plan to use for the AC adapter.
- If the lamp or other device works, the wall outlet is working correctly. Continue with these steps.
- If the lamp or device does not work, keep testing wall outlets until you find one that works, and then continue with these steps. Do not use a power strip, surge protector, or secondary power source.
Plug your AC adapter into the functioning wall outlet and start your computer. If the computer does not start, continue using these steps.
If you have access to a different AC adapter or power pack that is designed for the computer, connect it to the computer and try to start the computer. If you have access to more than one computer, confirm that you are using the correct AC adapter.

CAUTION:
Use an AC adapter that meets the power requirements and has the correct type of connector to avoid damaging the computer. On newer notebook models, connecting the wrong adapter to the notebook might cause the power LED lights to blink but not power on the computer.

If the computer does not start, continue with these steps.
Start the computer. If the computer does not turn on, continue using these steps.
Remove the power cord from the AC adapter for approximately 5 to 10 seconds, and then reconnect the power cord to the AC adapter. Make sure that the power cable fits tightly into the AC adapter inlet.
Verify that all cords and connectors are secure between the power cord, AC adapter, and computer. Start the computer.

If the computer does not turn on, continue with these steps.

Test for a discharged or defective battery that might prevent the AC adapter from supplying enough power to start the computer. Remove the notebook battery, connect the AC adapter to the notebook, and then turn on the computer.

Startup issues and possible actions
Condition	Possible action
LEDs do not turn on, and the fan or hard drive does not spin	The AC adapter might need to be replaced
LEDs turn on and computer starts	The battery might need to be replaced
LEDs turn on but computer does not start	Go to HP Desktop PCs - Computer Does Not Start and Emits an LED or Beep Code

Note:

You can also try these steps with an alternate AC adapter that has the correct wattage and connector.

If the computer does not turn on, continue with these steps.

Test for a defective AC adapter that might not charge the battery. This could prevent the computer from starting using only battery power. Connect the AC adapter, allow the computer to charge for 30 minutes or more, disconnect the AC adapter, and then try to start the computer. This can also be done with a fully charged battery from another computer.

Startup issues and possible actions
Condition	Possible action
LEDs do not turn on, and the fan or hard drive does not spin	The AC adapter might need to be replaced
LEDs turn on and computer starts	The battery might need to be replaced
LEDs turn on but computer does not start	Go to HP Desktop PCs - Computer Does Not Start and Emits an LED or Beep Code

If the AC adapter and battery tests both result in the LEDs not turning on and the fan and hard drive not spinning, there might be an issue with the system board, which could require service from HP.

If components are defective and the computer is under warranty, contact HP for further assistance. If the computer is not under warranty, go to HP Consumer Notebook PCs - Ordering HP certified replacement parts to order a replacement part.

The computer locks up at the HP or Compaq logo screen or the Windows loading screen

If the computer locks up at the HP or Compaq logo screen or the Windows loading screen, try cleaning the computer vents with compressed air.

Restart the computer. If Windows 10 opens, you are done. If Windows 10 does not open, go to HP PCs - Testing for hardware failures in Windows 10.

An error message is displayed on a black screen

Windows does not start and an error is displayed on a black screen. If the error message lists a hardware component, such as a fan or BIOS, test those components and service as necessary. It might also help to search the internet using the exact error text.

Errors involving the hard drive or primary boot device are as follows:

Boot device not found
Disk Boot Failure
Non-system disk error (make sure that you have removed discs and USB storage devices)
OS Not Found
PXE-E61: Media Test Failure
SMART Failure Imminent / Imminent Hard Disk Failure

For any of these errors, use the following steps:

Note:

Removing and reseating the hard drive might also solve some hard drive errors.

Disconnect any USB or 1394 (Firewire) devices attached to the computer.
Remove any CDs or DVDs from the disc drives.
Press and hold the power button for 5 seconds to turn off the computer.
Turn on the computer and immediately press the f10 key repeatedly, about once every second, until the BIOS Setup Utility opens.
Press the f9 key, select Yes, and then press enter to restore the BIOS to the default settings.
Use the arrow keys to select the Diagnostics menu.
Use the arrow keys to select Primary Hard Disk Self Test, and then press enter to start the test.
- If the test fails, the hard drive might need to be replaced. Write down the failure ID (24-digit code) and contact HP Customer Support to set up service or to have a replacement hard drive sent to you. The information is also available in Test Logs on the main menu. If the computer is out of warranty, it should be serviced or the hard drive should be replaced.
- If all tests pass, restart the computer. If the error is resolved, you are done. If not, go to Troubleshooting other issues with computer not starting.

An error message is displayed on a blue screen

To learn more about troubleshooting blue screen error messages, see the following document.

HP PCs - Error Messages Display on a Blue Screen (Windows 10)

Troubleshooting other issues with computer not starting

If none of the previous symptoms match the one on your computer, use the following procedures to try to solve the issue.

Remove and reseat the memory modules

If the memory modules are not fully seated, it can cause computing and performance problems. These problems can be resolved by removing and reseating the modules.

Note:

Your computer might look different than the following computer, but the steps are the same.

Turn off the computer and disconnect the AC adapter.
Remove the cover to access the memory.

Note:
Some computers might not have a cover that provides access to the memory. Have the computer serviced if you cannot access the memory.
Remove all memory modules from the computer.
Reinsert all memory modules.
Replace the service cover, battery, and AC adapter.
Turn on the computer.
- If the computer starts, you are done.
- If the computer does not start, continue to the next procedure.

Perform a System Restore to resolve an issue in Windows

If the issue is recent, restore the computer to a point before the problem began, to resolve the issue.

Go to HP PCs - Using Microsoft System Restore for more information.

Additional resources (Notebook PCs)

If you cannot find a solution, contact HP Support for further assistance or to have the computer serviced.

Go to HP Customer Support - Contact.

HP Desktop PCs - Advanced startup troubleshooting (Windows 10)

Complete these advanced troubleshooting procedures to try to resolve startup issues with your desktop PC. Find a symptom that matches your computer's condition.

What To Do When Your Computer Won't Start

Learn how to troubleshoot your computer when it won't start, otherwise known as "no boot". This video will help you isolate where the problem is occuring and give you steps on how to fix it.

The computer does not have power (no noise, no lights)

If there is no noise from the computer case or fans, the lights on the computer do not turn on (including the keyboard LEDs), and the screen is not receiving a video signal, your computer might not be receiving power. Test the AC adapter.

CAUTION:

Use an AC adapter that meets the power requirements and has the correct type of connector to avoid damaging the computer.

Confirm that the AC power adapter is a genuine HP part. Do not use a third-party AC power adapter with an HP computer.
Determine the adapter wattage by looking near the bottom of the adapter.

Note:
Using an AC adapter with a lower wattage than the computer requires can cause issues. For example, the CPU clock rate might be reduced to save power, which might cause programs to run slower or the AC adapter to become warm to the touch.
Check the AC power adapter for damage. Damaged components, like the AC adapter housing or the pin in the power connector, might require an HP-certified repair. Check the box, cord, pins, and plugs for damage.
Confirm that the wall outlet is functioning properly. Plug a lamp or device that you know to be working into the same wall outlet you plan to use for the AC adapter.
- If the lamp or other device works, the wall outlet is working correctly. Continue with these steps.
- If the lamp or device does not work, keep testing wall outlets until you find one that works, and then continue with these steps. Do not use a power strip, surge protector, or secondary power source.
Plug your AC adapter into the functioning wall outlet and start your computer. If the computer does not start, continue using these steps.
If you have a different AC adapter or power pack that is designed for the computer, connect it to the computer. If you have more than one computer, make sure that you are using the correct AC adapter.
Try to start the computer.
- If the computer starts, you are finished.
- If the computer does not start, continue with these steps.
Remove the power cord from the AC adapter for 5 to10 seconds, and then reconnect the power cord to the AC adapter, making sure that the power cord fits tightly into the AC adapter inlet. Make sure that the connections between the computer, power cord, AC adapter, and AC outlet are secure.
Try to start the computer. If the computer does not turn on, the AC adapter might be defective.

If the AC adapter is defective and the computer is under warranty, contact HP Customer Support for further assistance. If the computer is not under warranty, go to HP PartSurfer to order a replacement part.

The computer starts, but makes beeping sounds

Beep sounds occur when a key on the keyboard is stuck, a memory DIMM or hard drive cable is not seated properly, or a component on the system board has failed.

Disconnect the mouse and keyboard, and then restart the computer. If the beeping noises stop, repair or replace those devices. To find out more information about resolving a problem with beeping sounds, go to HP Desktop PCs - Computer Does Not Start and Emits an LED or Beep Code.

The computer starts, but the screen is blank or unresponsive

If the monitor is on, but the screen remains blank when you turn on the computer, or if an error message stating that a video signal is not detected is displayed on the screen when you turn on both the monitor and computer, go to the following document.

HP Desktop PCs - Computer Starts but Screen Remains Blank (Windows)

The computer locks up at the HP or Compaq logo screen or the Windows loading screen

If the computer locks up at the HP or Compaq logo screen or the Windows loading screen, try cleaning the computer vents with compressed air.

Restart the computer. If Windows 10 opens, you are done. If Windows 10 does not open, go to HP PCs - Testing for hardware failures in Windows 10.

An error message is displayed on the screen

See the following list of error messages and solutions.

If the error message is not listed here, go to HP PCs - Testing for hardware failures in Windows 10.

Disk boot failure: Go to HP PCs - Testing for hardware failures in Windows 10
File is missing: Go to HP PCs - Testing for hardware failures in Windows 10
OS not found: Go to HP PCs - Testing for hardware failures in Windows 10
Non-system disk error: Go to HP PCs - Testing for hardware failures in Windows 10
Real time clock error: The CMOS (backup) battery on the system board that powers time and other settings has run out of power. To remove and replace the CMOS battery, go to HP and Compaq Desktop PCs - Removing and Replacing the CMOS Battery, and then correct the time.

Note:
You can bypass this error message by pressing the f2 key, but the CMOS battery needs to be replaced and the time and date reset.
Windows Product Activation: Windows expects you to enter a product key for authentication purposes. With the computer connected to the Internet, bypass the activation screen to continue using Windows with reduced functionality.

Check whether the hard drive is detected in BIOS

Confirm that the hard drive is detected in the BIOS.

Remove or disconnect all discs and devices from the computer, except for the mouse, keyboard, and monitor.
Turn on the computer and immediately press the f10 key repeatedly, about once every second, until the BIOS setup tool opens.
Use the arrow keys to select Storage, select Device Configuration, and then press enter.
Confirm that a hard drive is listed under Hard Disk.
- If the hard drive name displays, exit the BIOS without saving any changes, and go to HP PCs - Resetting Your Computer (Windows 10).
- If the hard drive name is missing, or Auto or None displays, exit the BIOS without saving any changes, and then see the procedures for when the hard drive is not detected in BIOS.

Hard drive is not detected in BIOS

See the procedures for your type of computer.

Hard drive is not detected in BIOS (Desktop PCs)

Troubleshoot start-up problems when the hard drive is not detected in BIOS on a desktop computer.

Reset the BIOS

Reset the BIOS to make sure that the BIOS settings are correct.

In the Computer Setup window, use the arrow keys to select the File tab.
Use the arrow keys to select Apply Defaults and Exit, and then press enter.
Select Yes, and then press enter.
Press the power button for at least five seconds until the computer turns off.
Disconnect the power cord.
Press and hold the power button for five seconds.
Reconnect the power cord, and then turn on the computer.

If the startup problem still exists, continue with the next step.

Disconnect and reconnect the hard drive cable

Remove and reseat the hard drive cables.

CAUTION:

This product contains components that can be damaged by electrostatic discharge (ESD). To reduce the chance of ESD damage, work over a noncarpeted floor using a static dissipative work surface (such as a conductive foam pad) and wear an ESD wrist strap connected to a grounded surface.

Remove the side panel by loosening the side panel screws and sliding the panel to the back and off the computer.
Find the power cable connected to the hard drive.
Disconnect and reconnect the power cable.
Find the data cable connection to the hard drive.
Disconnect and reconnect the data cable to the hard drive.
Find the data cable connection on the system board.
Disconnect and reconnect the data cable from the connector on the system board.
Replace the side panel.
Plug the power cable back into the computer.
Turn on the computer.
- If the problem persists, try a different SATA connection on the system board.
- If the hard drive is still not detected in the BIOS, replace the hard drive.
- If the hard drive is detected in the BIOS but the computer still does not start to Windows, reseat the memory modules.

Remove and reseat the memory modules

Remove and reseat the memory modules in the computer.

CAUTION:

Turn off the computer and disconnect all cables except the power cable. Make a note of the cable locations.
Unplug the power cable, and then press the power button.
Remove any screws that secure the panel to the computer.
Slide off the panel to gain access to the inside of the computer.
Pull out, and then press down on the holding clips that retain the memory modules. The memory modules pop up slightly out of the socket.
Replace each memory module by aligning the memory module so the small notches on the lower edge line up with the tab on the socket.
Push straight down on the top ends of the memory module until the memory module is fully seated in the socket. The retaining clips on the ends of the socket lock into place when the memory module is properly seated.
Replace the service cover and reconnect the power cord.
Turn on the computer.

If the computer does not start, go to Perform a System Restore to resolve an issue in Windows.

Hard drive is not detected in BIOS (All-in-One PCs)

Troubleshoot start-up problems when the hard drive is not detected in BIOS on an All-in-One computer.

Reset the BIOS

Reset the BIOS to make sure that the BIOS settings are correct.

In the Computer Setup window, use the arrow keys to select the File tab.
Use the arrow keys to select Apply Defaults and Exit, and then press enter.
Select Yes, and then press enter.
Press the power button for at least five seconds until the computer turns off.
Disconnect the power cord.
Press and hold the power button for five seconds.
Reconnect the power cord, and then turn on the computer.

If the startup problem still exists, continue with the next step.

Reseat the hard drive

Reseat the hard drive.

Replacing the hard drive

Warning:

The edges of metal panels can cut skin. Be careful not to slide skin along any interior metal edge of the computer.

CAUTION:

This product contains components that can be damaged by electrostatic discharge (ESD). To reduce the chance of ESD damage, work over a noncarpeted floor, use a static dissipative work surface (such as a conductive foam pad), and wear an ESD wrist strap connected to a grounded surface.

Note:

For detailed instructions, go to the HP Customer Support website, select your country or region, and then enter the computer model number. Search for replacing the hard drive.

Remove the back hard drive covers.
Remove any screws that secure the hard drive to the chassis.
Disconnect the cables from the hard drive.
Lift the hard drive out of the computer.
Reinstall the hard drive, and then turn on the computer. The computer displays the logo screen.

If the startup problem still persists, the computer probably requires service. Contact HP Customer Support, because the hard drive or system board might be defective.