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Hi. Welcome to justanswer.
Can you please specify what does the screen say?
Which HP device are you using?
Can you choose Secure Remote Assistance so that I can have a better look at the issue and resolve the issue by myself.
This is to specify that the session will be completely secure and once the session ends I will no longer be connected to you.
It's your choice if you don't want that service. We can continue to resolve the issue through this chat request.
Are you using Windows computer?
Go to Control Panel.