Hi my name is ***** ***** I will be the expert working with you today to help resolve the problem you have posted.
Before you attempted for a windows 10 upgrade did you backup all you important data on an external hard drive or a usb drive?
you mean it was a forced update which ran?
Power off the comptuer and wait for 3 mins. power it back on and let it run let me know on which point it freezes or pops with any windows error.
hold down the power button for 10 seconds the computer will shut down.
ok and is it showing the windows 7 or 10 logo
ok.give me a moment here..let me check
please let me know the make and model of the pc
do you have any recovery discs for the pc with you
It has run a self repair and you are booted to windows now.
Try to do a proper shut down and then turn it back on let me know if there is any problem.
If everything is fine the please click one of the stars above to rate me for my service and if you have any question feel free to ask.
unplug the power cable from the comptuer and press and hold down the power button for 40 seconds without connecting the power cable to the computer once this step is done connect the power cable and power on the pc let me know if it boots or not.
do you have the discs for windows 7 or any recovery discs you made for this pc
in order to run a clean boot of windows we would need to reinstall windows either from a windows 7 disc or a recovery disc
the backup you created is a backup copy of the files but windows cannot be reinstalled with it
in order to do a fresh install we wold need windows operating system disc
let me know if you have the windows or recovery disc with you
your computer must have come with either one of these
i will have to check if an iso image of the recovery disc is available online
let me check hp's downloads
give me another minute please
i am working on it
thanks for your patience
i checked and this pc does not come with a recovery image program..that means that neither a factory image is loaded nor recovery discs are provided or a download of the same is available
so now we have 2 options ...we will have to create a bootable disc of either windows 7 or 10
if we load windows 7 then you will have to again follow the upgrade to windows 10
2nd option is to create a bootable disc of windows 10 directly and install it
technically the 2nd option is a better choice as if we go in for a windows 7 install if will force the windows 10 upgrade again
however these steps can be performed only on a windows based pc and not on a mac
i would suggest you could try these steps on a windows based pc maybe on a friends or neighbor's pc
i will list down the steps:
Download Windows 10 Media Creation Tool...click here to download
now boot from this usb drive on your pc and run a windows 10 installation
because the media creation tool that you will download will run only on a windows based computer
if that is not possible then you will have to get a windows 7 disc and install windows 7 and then run a manual upgrade to windows 10
It must be a windows 10 upgrade disk or an operating system disk?
do you have windows 7 or 8 disk?
Looks like not a full os disk still we can give it a try.
insert the disk in the drive and close the tray and shut the computer power off, wait for 30 seconds and power it back on.
Immediately keep tapping on the F12 key wiich is a one time boot menu enabler as soon as you see boot from cd/dvd use the arrow to select and hit enter then it will again say press any key to continue hit enter again.
yes please try the thumb drive
check the youtube video: https://www.youtube.com/watch?v=K0oUuUsH4As
I will open the question to other experts for there input and view as i am running out of ideas.
HP has a built-in recovery system that you can use to restore the computer. Please power off the computer and when powering it back on, keep pressing F11 repeatedly until you reach the Recovery screen.
Are you able to select Hard Drive?
Yes, and try the steps again.
Do you have a desktop or laptop?
Do you have any CDs in the CD drive?
Press the Power button to shut down the computer.
Wait a few seconds, and then press the Power button again. Immediately press the F10 key repeatedly until the BIOS screen appears.
Use the right/left arrow keys to navigate to System Configuration.
Highlight Boot Options and then press Enter.
In the UEFI Boot Order list, press the F9 key to reset the boot order to the default settings. Or, to customize the boot order, use the up/down arrow keys to move the highlight to your preferred boot device, and then press the F6 key repeatedly until the device is moved to the first position in the list.
Press F10 to Save and Exit, and then press Enter to confirm.
I have not heard back from you in a while -- If the issue is resolved, please rate our session as EXCELLENT, GOOD, or OK and press Submit so I am credited with helping you otherwise please reply back so we can continue with the issue.
Did you follow my steps that I posted on Sept 22nd?
In that case, you will need to order a recovery kit from HP..
Figure : An example of a service tag (the tag on your computer may look different)
Write down any model numbers and product names listed on the service tag. Use these names to determine the exact model name (not series) of your computer.
It is very important that you know the computer's exact model number/product name - not the series name that is often printed directly on the product's exterior. If you use the series name to order discs, the discs probably will not work. For example, there are several models of G62 notebook computers, but only one model G62-149WM. To learn more about how to find model numbers for HP products, see HP Guide to finding your product number.
Open a web browser and go to the www.hp.com home page, and then click the Download drivers from the Support menu at the top of the page.
Enter the product number or complete product name of your computer in the Find my product field, and then click Go.
Figure : Enter a product name/number
If you are presented with a list of several links to product support sites, click the link that matches your computer's model number.
Figure : Click model number
A Software and Drivers page opens. Make sure that the model number listed at the top of the page matches the model number/product name of your computer. If the model number does not match, double-check the product name/number on the service tag, and search the HP Web site again.
Figure : Click Go
On the Drivers page for your computer, use the drop-down menu to select the original operating system that came with your computer, and then click Next.
Figure : Select your operating system
On the list of downloads, click Order Recovery Media - CD/DVD/USB, and then click Order Media to open an ordering page.
The ordering pages use a secure connection to protect your privacy.
If you cannot find an "Order Recovery Media - CD/DVD/USB" section, select another operating system from the drop down list. If you cannot find a Recovery Media section for your computer model, HP does not have a recovery kit available.
Figure : Order Recovery Media
On the order summary page, enter the required Serial number, and then click Next.
If an error page opens stating that HP was unable to find the page you wanted, use another Internet browser, such as Firefox, to order your software from HP. The ordering process is known not to work under certain configurations of Internet Explorer.
Figure : Enter your product's serial number
Enter a 5-digit zip code and click Next.
Select a Shipping method from the options provided, and then click Next.
Figure : Select a shipping method
Complete the shipping address form, and then click Next. The information on this form should match the address for your credit card.
If the billing address is the same as the shipping address, select Use my shipping address, and then click Next.
If the billing address is different from the shipping address, select Use a different address, click Next, complete the billing address form, and then click Next.
Enter your payment information, including a credit card number and credit card verification number, and then click Submit.