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Richard
Richard, Computer Engineer
Category: Computer Hardware
Satisfied Customers: 38379
Experience:  Over 15 years of consulting to the IT industry
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Just bought an HP Laptop Windows 10 but everytime I turn on

Resolved Question:

Just bought an HP Laptop Windows 10 but everytime I turn on I get a blank screen. The only way I can get to my desktop is by pressing control, alt and delete. Then it allows me to sign in and get to my desktop.
Submitted: 1 year ago.
Category: Computer Hardware
Expert:  Richard replied 1 year ago.
Hi there and welcomeCan you please remove the battery and power cable and then hold the power button in for 60 seconds then release.Then connect the battery and power cable and tell me if it now starts correctly please.
Customer: replied 1 year ago.
I have already done this and it does not work
Expert:  Richard replied 1 year ago.
Which mode Laptop is it?
Customer: replied 1 year ago.
just checking. I will not phone as I have just paid £29.
Expert:  Richard replied 1 year ago.
No need to phone
Customer: replied 1 year ago.
its an HP notebook Serial no CDD6051PRS
Expert:  Richard replied 1 year ago.
ok, thats the serial, can I have the Model please?
Expert:  Richard replied 1 year ago.
are you able to get this?
Customer: replied 1 year ago.
Model number is ***** Hope this is correct as type very small
Expert:  Richard replied 1 year ago.
ThanksPower it off.Then power it on and keep tapping F10 until you get to the recovery managerAre you able to get to this?'
Customer: replied 1 year ago.
Yea thanks. Will now try.
Expert:  Richard replied 1 year ago.
ok, now follow the steps to do a Factory Restore.Let this complete and tell me how it then operates please.
Customer: replied 1 year ago.
It's not doing anything. However when I turned it back on the desktop showed without logging in.
Customer: replied 1 year ago.
So I'm at my desktop
Expert:  Richard replied 1 year ago.
ok, it was not powered off.Power it off completly then do the instructions please
Customer: replied 1 year ago.
Do I have to wait until it's on completely before pressing F10 a few times
Expert:  Richard replied 1 year ago.
no, as soon as you start it
Customer: replied 1 year ago.
Ok thank
Expert:  Richard replied 1 year ago.
let me know the results please
Customer: replied 1 year ago.
I've now got Security system configuration
Expert:  Richard replied 1 year ago.
what options do you have?
Customer: replied 1 year ago.
F1 help f5/6 Change Values f9 setup defaults. Up and down keys for select item or select menu. Enter select submenu
Expert:  Richard replied 1 year ago.
Power off the computer.Power it on and get it to the desktop.Tell me when your there please.
Richard and other Computer Hardware Specialists are ready to help you
Customer: replied 1 year ago.
Yes I think it will be easier
Expert:  Richard replied 1 year ago.
ok
Customer: replied 1 year ago.
Hi Richard my computer now says "The following configuration change was requested for this computer's Trusted Platform Module (TPM):Warning: Clearing the TPM erases information stored on the TPM. You will lose all created keys and access to data encrypted by these keys. Do I accept?
Expert:  Richard replied 1 year ago.
yes please
Customer: replied 1 year ago.
Ok ta
Expert:  Richard replied 1 year ago.
your welcome
Expert:  Richard replied 1 year ago.
Hi there and welcomeDid it just start doing this to you?
Customer: replied 1 year ago.
Yes it is now re installing Windows.
Expert:  Richard replied 1 year ago.
thanks
Customer: replied 1 year ago.
Fingers crossed when finished. Thank you.
Customer: replied 1 year ago.
It's been on 59% for the last 30 minutes or more is that normal?
Customer: replied 1 year ago.
No worries continuing now.
Expert:  Richard replied 1 year ago.
yes it will be ok unless it gives an error
Customer: replied 1 year ago.
It is still going. Is this last process a long one? Has turned on and off many times but still running.
Expert:  Richard replied 1 year ago.
It has taken quite some time Christine, longer then expected... but we need to let it continue, best to leave it overnight if needed
Customer: replied 1 year ago.
Ok that's fine. Thanks.
Customer: replied 1 year ago.
Morning Richard. Computer still installing. Keeps going to 64% up to 67% then switches off and on. This happens a few times. Then goes to 93% up to either 94 or 97%. Then back to 64% up to 67. Been doing this all night!
Customer: replied 1 year ago.
Still the same. I have to go out now. It looks like I may have to take the laptop back to PC World. It should have done it by my? I have left it. Will be about 1 1/2 hours.
Expert:  Richard replied 1 year ago.
There is a hardware fault with it Christine, this confirms it. You will need to return it sorry, but they will replace it for you under warranty.
Customer: replied 1 year ago.
Thank you for all your help. Nearly put a kiss on the end. That would have been embarrassing!