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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.

  1. Confirm that the AC power adapter is a genuine HP part. Do not use a third-party AC power adapter with an HP computer.

    HP logo on the power adapter indicating it is a genuine HP part
  2. 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.

    Wattage highlighted on the power adapter, 65W
    nonOS_opt_wattage_power_adapter_65w
  3. 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.

    Crack in the AC adapter box
    Damaged cable into the AC adapter
    Bent or damaged pin in the power connector on the computer
    Damaged connectors and pins
    Damaged connector
  4. 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.

  5. Plug your AC adapter into the functioning wall outlet and start your computer. If the computer does not start, continue using these steps.

  6. 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.

  7. Start the computer. If the computer does not turn on, continue using these steps.

  8. 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.

  9. 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.

  10. 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.

  11. 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.

  12. 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.

  1. Disconnect any USB or 1394 (Firewire) devices attached to the computer.

  2. Remove any CDs or DVDs from the disc drives.

  3. Press and hold the power button for 5 seconds to turn off the computer.

  4. Turn on the computer and immediately press the f10 key repeatedly, about once every second, until the BIOS Setup Utility opens.

  5. Press the f9 key, select Yes, and then press enter to restore the BIOS to the default settings.

  6. Use the arrow keys to select the Diagnostics menu.

  7. 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.

  1. Turn off the computer and disconnect the AC adapter.

  2. 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.

    Removing the cover of the computer
  3. Remove all memory modules from the computer.

    Removing the memory module
  4. Reinsert all memory modules.

  5. Replace the service cover, battery, and AC adapter.

  6. 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)


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