Hello! My name is*****I am a certified computer professional who will assist you.
May I know if your new computer came with Windows 10 pre-installed or it came with another operating system?
OK. Is it a desktop or a laptop computer?
OK. First, you can try this:
1. Eject the Windows 10 Pro disc if it is inserted
2. Press the power button on your computer and hold it until the computer shuts down - it should be within 5 seconds
3. Wait for about 1 minute and then power it back on by pressing the power button
Let me know if it boots to Windows 10 Home (version that came pre-installed) or something else happens?
OK. What happens when you click on the "Use Express Settings" or "Customize" button located at the bottom?
OK, let's use the Windows 10 Pro disc to re-install Windows 10. To do that, follow these instructions:
1. Insert the disc and then power off the computer
2. After 10 seconds, power it back on and then immediately start pressing the F9 key on the keyboard
3. It should display the Boot Device Options screen where you can select your CD/DVD drive so that your Windows 10 Pro disc can be loaded. You can then follow the on-screen instructions to install Windows 10
In case pressing the F9 key doesn't do anything, please restart your computer and try with the Esc key instead.
Let me know the results.
Do you see that message after pressing the F9 or Esc key?
OK. Please restart the computer and keep pressing the F10 key now. Let me know what you see next.
OK. Please select File and then Advanced. Does it mention anything about "boot" or "secure boot" or "fast boot" there?
OK. You will need to disable (turn off) secure boot so that you can boot from the Windows 10 Pro disc. Please try to do that and then save the changes and restart the computer. Press the F9 key again and select your CD/DVD drive. Hopefully, it will now boot from the the Windows 10 Pro disc.
It looks like some other settings needs to be changed in the BIOS (HP SETUP UTILITY) so that the Windows 10 Pro disc can be fully loaded.
Please restart the computer and then press the F10 key again. Go to File and then Storage.
Let me know if you can see Boot Order there, or something about Legacy Boot?
Yes, select it and let me know what you see there.
Make sure to first enable "Legacy Boot Sources". After that, put the ATAPI CD/DVD Drive at the top of the list. Save the changes and restart the computer.
Do no press anything - the Windows 10 Pro disc should be automatically loaded. If not, restart the computer and press the F9 key and select your CD/DVD drive.
Hopefully, you will now be able to re-install Windows 10.
I am sorry it didn't work. If you are in a hurry now, we can continue some other time. You can bookmark this page for easy access. This chat log will remain on this page, so you can manually copy if you want.
Hello again!I am following up with you to see if you require further assistance. Let me know by sending me a reply below.Thanks,IT Miro
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