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Question

When I tried to install my new HP TOUCHSMART 23" 600 PC, it powered up OK (the blue light flashed steady on the top right hand side). The blue screen with the HP logo appeared on the monitor for 1-2 seconds then it was replaced by a black screen with the following error message in white: REBOOT AND SELECT PROPER BOOT DEVICE OR INSERT BOOT MEDIA IN SELECTED BOOT DEVICE AND PRESS ANTY KEY, The problem is that I cannot access the computer because the start key does not start and my new PC did not ship with recovery disks. I bought the product from QVC (UK TV shopping channel) and they upgraded it from Vista to Win 7 before despatch on 30.10.09. Please, please help me. I do not want to return it partly because I'm 70 years old and partly because the TV looks so lovely. This is my first bad experience with HP. I already have an HP laptop (Vista) and a photosmart 6380 all-in-one which I set up on my home wireless network by myself - no bother. But this needs your expertise. Thanks.

Submitted: 19 days and 8 hours ago.
Category: Computer
Value: $20
Status: CLOSED
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Optional Information

Computer OS: Windows 7
Browser: IE

Already Tried:
I have not been able to take any action because I can't get into the computer. According to the HP manual, you were expected to create your own recovery disks after installation. The problem with this model (Touchsmart 600) everything is built-in except for one power cable. Also my technical expertise is limited - I don't want to do anything to make things worse. Thanks for replying so quickly. It makes me feel better already!

Posted by Magic C. 19 days and 3 hours ago.

Info Request

Hi XXXXXXXXX. Thank you for asking your question on JustAnswer. The other Experts and I are working on your answer. By the way, it would help us to know:

-Were you able to get into Windows at any time?

Thank you again for trusting us with your problem. Please reply as soon as possible so that we can finish answering your question.

19 days and 3 hours ago.

Reply

 

 

 

 

 

 

 

 

 

Sorry for taking so long - I've never communicated online like this before.

 

The answer is NO.

 

The PC is completely new - straight out of the box. I never got near the Window 7 stage

I cannot even get the START button to respond. The only button that switches on and off is the POWER ON button. Do you think HP Support would give me a set of Recovery Disks for free given the circumstances? And would that help? Thanks.

 

 

 

 

 

 

 

 

 

 

 

Posted by Magic C. 19 days and 2 hours ago.

Answer

It may help, but what it sounds like to me is that your product is defective. Whenever you see the message REBOOT AND SELECT PROPER BOOT DEVICE OR INSERT BOOT MEDIA IN SELECTED BOOT DEVICE AND PRESS ANY KEY, that means the computer cannot read from the hard drive inside your computer, and the hard drive is what Windows is "saved" on.

I would contact QVC and see if they can replace it, and if they cannot, they'll have you contact HP.

19 days and 2 hours ago.

Reply

I am not an expert but I did read on one of the forums that this has happened with some high end HP ciomputers which have been upgraded from Vista to Win 7 - something to do with (I think) a mistake in the bios.

 

Could you please throw this open to others to see what they have to say. This was the reasons I asked if HP (from your experience) would provide me with a set of Recovery Disks - cheaper than returning a new (but defective) PC. Thanks.

Accepted Answer

Sorry for the delay. I can help you adjust BIOS settings, that's not a problem.

1. Press F2 at the first HP screen in order to go into the system BIOS (it may be F5 or F10...look at the bottom of the screen for the F# that corresponds to getting into the BIOS).
2. Make sure the hard drive type and model is showing up in the main BIOS screen.
3. Arrow to the right for the "Boot" menu.
4. In the list of devices for boot, the first should be your CD/DVD drive, second should be Hard drive.

Let me know if this helps. If you don't see anything listed for your hard drive, then your hard drive has gone bad (for some unknown reason) and you need to have QVC or HP replace the defective computer.

Picture
Expert: Magic C.
Pos. Feedback: 95.1 %
Accepts: 
Answered: 11/3/2009

Computer Support Specialist

over 12 years PC repair and building experience, MCP, MCDST, ComptTIA A+, and Home Networking

17 days and 16 hours ago.

Reply

Dear Magic C

 

This is just to say a very big THANK YOU for your advice. You were absolutely right - I had a damaged hard drive. A courier from Hewlett-Packard is collecting it tomorrow. I feel they took me more seriously because they realized that I had already consulted an expert.

 

I am so glad to have found this site. I'm going to tell others about it.

Good bye

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