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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.

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.

  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
    Wattage highlighted on the power adapter, 120W
  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
    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 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.

  7. Try to start the computer.

    • If the computer starts, you are finished.

    • If the computer does not start, continue with these steps.

  8. 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.

  9. 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.

Check whether the hard drive is detected in BIOS

Confirm that the hard drive is detected in the BIOS.

  1. Remove or disconnect all discs and devices from the computer, except for the mouse, keyboard, and monitor.

  2. Turn on the computer and immediately press the f10 key repeatedly, about once every second, until the BIOS setup tool opens.

  3. Use the arrow keys to select Storage, select Device Configuration, and then press enter.

  4. Confirm that a hard drive is listed under Hard Disk.

    Hard drive listed in the BIOS
    • 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.

  1. In the Computer Setup window, use the arrow keys to select the File tab.

  2. Use the arrow keys to select Apply Defaults and Exit, and then press enter.

    Applying defaults and exit
  3. Select Yes, and then press enter.

  4. Press the power button for at least five seconds until the computer turns off.

  5. Disconnect the power cord.

  6. Press and hold the power button for five seconds.

  7. 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.

  1. Remove the side panel by loosening the side panel screws and sliding the panel to the back and off the computer.

    Removing the side panel
  2. Find the power cable connected to the hard drive.

  3. Disconnect and reconnect the power cable.

    Power cable locations
  4. Find the data cable connection to the hard drive.

  5. Disconnect and reconnect the data cable to the hard drive.

  6. Find the data cable connection on the system board.

  7. Disconnect and reconnect the data cable from the connector on the system board.

  8. Replace the side panel.

  9. Plug the power cable back into the computer.

  10. 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:

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.

  1. Turn off the computer and disconnect all cables except the power cable. Make a note of the cable locations.

  2. Unplug the power cable, and then press the power button.

  3. Remove any screws that secure the panel to the computer.

    Screw to be removed
  4. Slide off the panel to gain access to the inside of the computer.

    Sliding off the side panel
  5. 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.

    Pressing down holding clips
  6. 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.

    Aligning the notches with the tabs
  7. 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.

  8. Replace the service cover and reconnect the power cord.

  9. 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.

  1. In the Computer Setup window, use the arrow keys to select the File tab.

  2. Use the arrow keys to select Apply Defaults and Exit, and then press enter.

    Applying defaults and exit
  3. Select Yes, and then press enter.

  4. Press the power button for at least five seconds until the computer turns off.

  5. Disconnect the power cord.

  6. Press and hold the power button for five seconds.

  7. 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.

  1. Remove the back hard drive covers.

  2. Remove any screws that secure the hard drive to the chassis.

  3. Disconnect the cables from the hard drive.

  4. Lift the hard drive out of the computer.

  5. 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.

Reset your computer

If the sound is not working properly, reset your computer.

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 (Desktop PCs)

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

For more information on how to resolve no boot and power issues, go to the following HP support documents:


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