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HP PCs - Computer Does Not Start (Windows 10, 8)

This document is for HP computers running Windows 10 or Windows 8.

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

Step 1: 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, 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 then continue troubleshooting.

Step 2: 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, 8, 7), and then go to HP PCs - Using HP Support Assistant (Windows) to update all device drivers.

Use one of the following sets of steps to hard reset your computer:

Hard reset a desktop or All-in-One PC

Turn off the computer. Disconnect the power cord from the back of the computer.
With the power off and the power cord disconnected, press the Power button on the computer for 5 seconds. The power light indicator, which is on the power button or near it, might turn on briefly but then it goes off.
Reconnect the power cord and turn on the computer.
- If the computer starts, troubleshooting is complete.
- If the computer still does not start and exhibits the same problem, continue troubleshooting.

Hard reset a notebook PC with a removable battery

Use the following steps to perform a hard reset on notebooks with removable batteries.

Turn off the computer.
Remove the computer from any port replicator or docking station.
Disconnect all external connected peripheral devices, such as USB storage devices, external displays, and printers.
Unplug the AC adapter from the computer.
Remove the battery from the battery compartment.
Press and hold the Power button for about 15 seconds to drain residual electrical charge from the capacitors that protect the memory.
Put the battery back into its compartment and plug the AC adapter back into the notebook, but do not connect any of the peripheral devices.
Press the Power button to turn on the computer.
On the Options screen, select Continue to open Windows 10.
If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter.
Reconnect each of the peripheral devices.

Hard reset a notebook PC with a sealed or non-removable battery

Perform a hard reset on notebooks with non-removable batteries.

caution:
Do not attempt to remove a sealed or non-removable battery. Doing so can void your warranty and damage your computer.

Turn off the computer.
Remove the computer from any port replicator or docking station.
Disconnect all externally connected peripheral devices such as USB storage devices, external displays, and printers.
Disconnect the AC adapter from the computer.
Press and hold the Power button for 8-10 seconds.

note:
The designated button combination varies by model and production date. If the previous step does not work, refer to the User Guide for your specific model, or check the table of models listed in HP Notebook PCs – How to Power Reset Your Laptop for the proper button combination.
Plug the AC adapter back into the computer, but do not connect any of the peripheral devices.
Press the Power button to turn on the computer.
If a startup menu opens, use the arrow keys to select Start Windows Normally, then press the Enter key.

Step 3: Run hardware diagnostic tests

Make sure 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 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.
On 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.

Step 4: Refresh or reset your PC

Use Microsoft's 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, 8) or HP Desktop PCs – Advanced Startup Troubleshooting (Windows 10, 8) 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 the next step to run Microsoft System Restore.