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HP ENVY m6-1153er Notebook PC support

Computer does not start (Windows 8)

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This document applies to all HP and Compaq notebook computers running Windows 8.
This document provides possible solutions to many common computer startup issues. Follow the steps in this document step-by-step to help isolate the problem and find the most appropriate help.

Perform a hard reset

Perform a hard reset of your notebook computer before you try any other troubleshooting steps.
Use the following steps to perform a hard reset on notebooks with removable batteries.
  1. Turn off the computer.
  2. Remove the computer from any port replicator or docking station.
  3. Disconnect all external connected peripheral devices, such as USB storage devices, external displays, and printers.
  4. Unplug the AC adapter from the computer.
  5. Remove the battery from the battery compartment.
  6. Press and hold the Power button for about 15 seconds to drain residual electrical charge from the capacitors that protect the memory.
  7. Insert the battery and plug the AC adapter back in to the notebook, but do not connect any of the peripheral devices.
  8. Press the Power button to turn on the computer.
  9. If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key.
  10. Reconnect each of the peripheral devices.
After you have completed these steps, run Windows Update and HP Support Assistant to update all device drivers.

Perform a hard reset

NOTE:You should not attempt to remove a sealed battery. Doing so can void your warranty.
  1. Turn off the computer.
  2. Remove the computer from any port replicator or docking station.
  3. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers.
  4. Unplug the AC adapter from the computer.
  5. If your notebook is listed in the table, use the instructions specific to your computer. For all other notebooks, press and hold the Power button for 8-10 seconds.
    NOTE:The designated button combination varies by model and production date. If your computer is not listed below, refer to the User Guide for your specific model for the proper button combination.
    Common Model NameTypically Designated Button Combination
    HP Envy 17 2D and 3DPress and hold the Power and the Beats buttons for 8-10 seconds.
    HP Envy 15-3000 seriesPress and hold the Power and the Beats buttons for 8-10 seconds.
    HP Envy 14 SPECTREPress and hold the Power and the Mute (on the right side of the palm rest) buttons for 8-10 seconds.
  6. Plug the AC adapter back into the computer, but do not connect any of the peripheral devices.
  7. Press the Power button to turn on the computer.
  8. If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key.

Run the System Extensive Test

The System Test runs from the Startup menu. It checks the main components of your computer to make sure they are working properly. Use the following steps to run the System Test to check for problems.
  1. Press and hold the Power button until the computer turns off completely.
  2. Turn on the computer. Immediately press the Esc key repeatedly, about once every second, until the Startup Menu displays.
  3. Press the F2 key. The System Diagnostics screen displays.
  4. Click System Tests.
    Figure 1: System Tests
    System Tests
    The System Tests page opens.
  5. Click on Extensive Test.
    Figure 2: Extensive Test
    Extensive Test
    The System Extensive Test window opens.
  6. Click Run Once. The test could take several hours, depending on the configuration of your system.
HP and Compaq notebook computers use blinking LEDs to identify startup errors. If you see the LEDs blinking (usually 1 - 8 blinks in a series) near the caps lock or num lock keys, refer to the Computer Does Not Start and the LEDs Blink or the Computer Beeps document.
NOTE:If a white LED for the AC power connector blinks when a new notebook computer is used for first time, the battery is still in Shipping Mode. To resolve, turn off the computer notebook, connect AC power and allow the battery to charge for at least 30 minutes, then start computer.
When you press the power button, LED lights blink or glow, a fan spinning sound is heard, but the display remains black, and the notebook does not start.
If the computer is on, but the display remains blank, refer to the Computer Starts but Screen Remains Blank document.
If there is no noise from the computer fans, the lights on the computer do not illuminate, and the screen is black, use the following steps to resolve the issue.
  1. Verify the computer is receiving power from the AC adapter.
    Verify that the AC adapter is not damaged and is connected correctly to a working wall outlet plug. Verify AC power is connected to the system board by examining the AC adapter, wiring, and pin connection for damage. The keyboard LEDs will glow when AC power is connected to the system board.
    Damaged components, like the AC adapter or the pin in the power connector, may require an HP-certified repair.
  2. Use a different AC power adapter.
    If you have access to a different AC adapter or power pack that is designed for the computer, connect it to the notebook and try to start the computer. If you own or have access to more than one notebook, verify that you are using the adapter which belongs to the notebook.
    CAUTION:Using a power adapter that does not meet the power requirements or has the wrong type of connector may damage the computer. On newer notebook models, connecting the wrong adapter to the notebook may cause the power LED lights to blink but not power the computer.
  3. Remove the battery and boot on AC power only.
    A discharged or defective battery may prevent the AC adapter from supplying enough power to start the computer. To verify that power from the AC adapter is available for computer; remove the battery, connect AC power adapter, and press the Power button. If available, try using a different AC adapter (one that is rated for the computer) and repeat this test.
    • If LEDS do not glow and the fan or hard drive do not spin, AC adapter may need to be replaced.
    • If LEDs glow and computer boots, the battery may need to be replaced.
    • If LEDs glow but computer does not boot, refer to the Computer Starts but Screen Remains Blank document.
  4. Remove the AC adapter and boot on battery power only.
    A defective AC adapter may not charge the battery and prevent the computer from booting on battery power only. To verify battery power available for the computer; connect AC power adapter, allow battery to charge for 30 minutes or more, disconnect the power adapter and press the Power button. If available, try using a fully charged battery, of the same type, from another computer and repeat this test.
    • If LEDS do not glow and the fan or hard drive do not spin, battery may need to be replaced.
    • If tests of both the battery and the AC adapter fail, there may be a problem with system board requiring service by HP.
    • If LEDs glow and computer boots, the AC adapter may need to be replaced.
    • If LEDs glow, but computer does not boot, refer to the Computer Starts but Screen Remains Blank document.
  5. Check the AC adapter to make sure that it is plugged into the computer and the power outlet. Also check the adapter for signs of wear or damage. Replace a damaged adapter.
  6. Plug the adapter into a different power outlet and try to turn on the computer.
  7. If you have another AC adapter, plug it into the computer and the outlet and try to turn on the computer.
  8. If these steps do not resolve the issue, refer to the Troubleshooting No LED Lights Glow During Startup or Boot document.
If the computer locks up at the HP or Compaq logo screen or the Windows loading screen, try cleaning the computer vents with compressed air. Restart the computer. If Windows 8 opens, you are done. If Windows 8 does not open, refer to Troubleshooting other issues with computer not starting .
Instead of starting to Windows, an error appears on a black screen. If the error message lists a particular hardware component, such as a fan or BIOS, then test those components and service as necessary. It may also help to search the Internet using the exact error text.
Errors involving the hard drive or primary boot device are as follows:
  • boot device not found
  • Disk Boot Failure
  • Non-system disk error (make sure you have removed discs and USB storage devices)
  • OS Not Found
  • PXE-E61: Media Test Failure
  • SMART Failure Imminent / Imminent Hard Disk Failure
For any of these errors, do the following steps:
NOTE: Removing and reseating the hard drive may also solve some hard drive errors.
  1. Disconnect any USB or 1394 (Firewire) devices that are attached to the computer.
  2. Remove any CDs and DVDs from the disc drives.
  3. Press and hold the Power button for 5 seconds to turn off the PC.
  4. Turn on the computer and immediately press the F10 key repeatedly, about once every second, until the BIOS Setup Utility opens.
  5. Press the F9 key, select Yes, and press Enter to restore the BIOS to the default settings.
  6. Use the Right Arrow key to select the Diagnostics menu.
  7. Use the Down Arrow key to select Primary Hard Disk Self Test, and then press Enter to start the test.
    If the test fails, the hard drive may need to be replaced. Contact HP support and provide them with the failure code (such as biohd-8) to set up service or to have a replacement hard drive sent to you. If the computer is out of warranty, the computer should be serviced or the hard drive should be replaced.
    If all tests pass, restart the computer. If the error is resolved, you are done. If the error is still displayed, refer to Troubleshooting other issues with computer not starting .
Most blue screen errors can be resolved using the steps in the Troubleshooting other issues with computer not starting section.
If the steps in this document do not resolve the error, refer to the Troubleshooting Blue Screen Error Messages that May Display During Startup or Boot document for more troubleshooting steps and for information about specific error messages.
If your computer starts and a blue "Choose an option" screen displays on the screen, use Microsoft's "Refresh your PC" feature to reinstall Windows without affecting your personal files, apps, and many settings.
Follow these steps to refresh the computer:
  1. On the Choose an option window, select Troubleshoot.
    Figure 3: Choose an option screen
    Choose an option screen with Troubleshoot selected
  2. Click Refresh your PC.
    Figure 4: Troubleshoot screen
     Troubleshoot Screen with Refresh your PC selected
  3. Click Next.
    Figure 5: Refresh your PC screen
     Refresh Your PC with Next selected
  4. Wait until the refresh process is complete. Read and respond to any screens that appear.
    • If the computer starts and opens Windows 8, you are done.
    • If the computer does not start and opens to the Choose an option screen, continue.
  5. On the Choose an option window, select Troubleshoot.
  6. Click Reset your PC.
    Figure 6: Troubleshoot screen
     Troubleshoot Screen with Reset your PC selected
  7. Click Next.
    Figure 7: Reset your PC screen
     Reset your PC with Next selected
  8. Select the quick option to remove your personal files.
    CAUTION:Your personal files and setting will be destroyed by performing this step. Make sure you have backed up all your important files before continuing. Do not continue if you have important files on the hard drive that have not been backed up. You may want to seek a professional data recovery service to restore your files.
  9. Wait until the reset process is complete. Read and respond to any screens that open.
    • If the computer starts and opens Windows 8, you are done.
    • If the computer does not start and opens to the Choose an option screen, contact HP.
If none of the previous symptoms match the one on your computer, use the following solutions to solve your issue.
If a memory modules are not fully seated, it can cause computing and performance problems. These problems can be resolved by removing and reseating the modules.
Follow these steps to remove and reseat memory modules for troubleshooting:
  1. Turn off the computer and disconnect the power cord.
  2. Remove the cover to access the memory.
    Removing the  cover
    NOTE:Your computer may look different than the computer in the graphic.
    NOTE:Some computers may not have a cover that provides access to the memory. Have the computer serviced if you cannot access the memory.
  3. Remove all of the memory modules in the computer.
    Pulling out the RAM
  4. Reinsert all memory modules.
  5. Replace the service cover, battery, and power cord.
  6. Turn on the computer.
    If the computer starts, you are done.
    If the computer does not start, continue to the next step.
If the steps in this document have not resolved the startup problem, perform a System Recovery to reset the computer to its original factory shipped state. For more information about System Recovery, refer to the Performing an HP System Recovery document.

Contacting HP Support

If you cannot find a solution in this document, contact HP for further assistance or to have the computer serviced.