HP Elite Dragonfly 13.5 Maintenance and Service Guide - Page 96

Freeze at Windows Logo (hang or lockup), Use Startup Repair to fix Windows startup files.

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e. Boot to safe mode (11. Test with minimum configuration on page 70) to troubleshoot issues. 9. If you cannot start Windows: a. Boot to safe mode. (11. Test with minimum configuration on page 70) b. Use Startup Repair to fix Windows startup files. c. Undo recent changes using System Restore to revert to a previous working state. d. Check for specific STOP error by analyzing Crash Dump (retrieved via a bootable USB). See Use Windows Debugging Tool on page 120. e. Restore computer using System Recovery or image backup to factory settings. 10. Test with essential hardware configuration (11. Test with minimum configuration on page 70) with a verified working operating system (for instance, USB Windows-To-Go), if available, to isolate the software issue. Freeze at Windows Logo (hang or lockup) Use the following information to troubleshoot hang or lockup issues. Table 6-21 Issues, possible causes, and fixes Items Procedures Symptoms ● Has power, light activity, fan spinning ● HP Logo displays briefly ● Attempt to boot to operating system and freeze/hang at Windows logo ● No response to pressing num lk or caps lock key Possible causes Conflict of instructions from multiple programs or drivers; installing a new hardware or program that is not compatible (may also cause a blue screen error-see blue screen issue). Troubleshooting steps Perform the following steps one at a time to verify normal boot process: 1. Disconnect all external peripherals, and perform a hard reset (8. Hard reset on page 68). 2. Perform soft reset (9. Soft reset (Default Settings) on page 69). 3. Update BIOS and drivers (4. Update BIOS and drivers on page 62). a. Roll back to previous version may be necessary. b. Go to safe mode to install drivers. Freeze at Windows Logo (hang or lockup) 87

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e.
Boot to safe mode (
11. Test with minimum
configuration
on page
70
) to troubleshoot issues.
9.
If you cannot start Windows:
a.
Boot to safe mode. (
11. Test with minimum
configuration
on page
70
)
b.
Use Startup Repair to fix Windows startup files.
c.
Undo recent changes using System Restore to revert to a previous working state.
d.
Check for specific STOP error by analyzing Crash Dump (retrieved via a bootable USB). See
Use
Windows Debugging Tool
on page
120
.
e.
Restore computer using System Recovery or image backup to factory settings.
10.
Test with essential hardware configuration (
11. Test with minimum
configuration
on page
70
) with a
verified working operating system (for instance, USB Windows-To-Go), if available, to isolate the software
issue.
Freeze at Windows Logo (hang or lockup)
Use the following information to troubleshoot hang or lockup issues.
Table 6-21
Issues, possible causes, and fixes
Items
Procedures
Symptoms
●
Has power, light activity, fan spinning
●
HP Logo displays briefly
●
Attempt to boot to operating system and
freeze/hang at Windows logo
●
No response to pressing
num lk
or
caps
lock
key
Possible causes
Conflict of instructions from multiple programs or drivers; installing a new hardware
or program that is not compatible (may also cause a blue screen error—see blue
screen issue).
Troubleshooting steps
Perform the following steps one at a time to verify normal boot process:
1.
Disconnect all external peripherals, and perform a hard reset (
8. Hard reset
on
page
68
).
2.
Perform soft reset (
9. Soft reset (Default Settings)
on page
69
).
3.
Update BIOS and drivers (
4. Update BIOS and drivers
on page
62
).
a.
Roll back to previous version may be necessary.
b.
Go to safe mode to install drivers.
Freeze at Windows Logo (hang or lockup)
87