What steps should you take if you installed a new device driver and the computer will not start?

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

Remove discs and devices and perform a hard reset

Before troubleshooting startup issues, remove or disconnect all discs and devices from the computer.

1. Turn off the computer.

2. Disconnect the AC adapter.

3. Remove any discs from the disc drive.

4. Remove memory cards from the card reader slot.

5. Disconnect all nonessential devices such as printers, scanners, external hard drives, and USB flash drives.

   Note:

   Do not disconnect your mouse, keyboard, or monitor.

6. With the AC adapter unplugged, press and hold the power button for approximately 15 seconds.

7. Reconnect the AC adapter, and then turn on the computer.

   • If the computer starts, reconnect the devices one at a time to determine which disc or device is causing the problem. Continue with the troubleshooting to test the hardware for failures.

   • If Windows does not start but the screen turns on, continue with the troubleshooting to test the hardware for failures.

   • If there is no noise from the computer case or fans, the lights on the computer do not turn on (including the keyboard lights), and the screen does not receive a video signal, your computer might not be receiving power. Contact HP for further support.

Test for hardware failures when Windows doesn't start

Use the following hardware test procedures.

Run the Fast Test (about 4 minutes)

When Windows doesn't start, begin the hardware diagnostics by running the Fast Test. The Fast Test is separated into a 1st pass and 2nd pass, with each pass running multiple tests.

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press esc repeatedly, about once every second. When the menu appears, press the f2 key.

3. On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.

4. Click .

   While the test is running, the time remaining and test result for each component is displayed on the screen.

   • If a component fails a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

   • If no test fails, click to run the 2nd Pass of the System Fast Test.

5. If a component fails a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

   If no system component fails, run the Extensive Test.

Run the Extensive Test (2 hours or more)

Run the Extensive Test if no system component failed during the Fast Test.

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press esc repeatedly, about once every second. When the menu appears, press the f2 key.

3. On the HP PC Hardware Diagnostics (UEFI) main menu, click .

4. Click either Run once or Loop until error.

   While the test is running, the time remaining and test result for each component is displayed on the screen.

5. If a component fails a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

Reset the computer when Windows does not start normally

Use Windows Recovery Environment to reset the system when Windows does not start normally.

1. Choose a method to open Windows Recovery Environment.

   • Restart your computer, and then immediately press the f11 key repeatedly.

   • Click Start. Press and hold the shift key, click Power, and then select Restart while holding the shift key. Continue holding the shift key while the computer restarts.

2. On the Choose an option screen, select Troubleshoot.

3. On the Troubleshoot screen, select Reset this PC.

4. Follow the instructions to reset your computer. This might take a few minutes.

Choose the symptom that describes your problem

If the basic troubleshooting steps did not resolve your issue, choose from the following common boot problems to find more advanced troubleshooting.

Lights blink or speaker beeps but the computer does not start

The laptop starts, but the screen is blank or unresponsive

The computer locks up at the HP logo screen or the Windows loading screen

If the computer locks up at the HP logo screen or the Windows loading screen, try cleaning the computer vents with compressed air.

Restart the computer. If Windows starts, you are done. If Windows does not start, go to HP PCs - Testing for hardware failures in Windows 10.

An error message is displayed on a black screen

Sometimes an error message is displayed on a black screen when Windows does not start. If the error message lists a hardware component, such as a fan or BIOS, test those components and service the component as necessary.

For more information, see HP PCs - Resolving Diagnostic Errors that Display During Startup.

An error message is displayed on a blue screen