This document is intended to assist with troubleshooting issues where the computer stops responding or hangs during boot. The red Compaq or blue HP logo is displayed but Windows does not start. When the computer is restarted the boot process will stop again at the same screen.
When the notebook stops responding at the Compaq or HP logo it is most likely an indication of a failure with the system board or system memory module (RAM). In most instances, the memory module may not be seated in the memory socket correctly. Use the following steps to determine whether the memory in your notebook is loose or defective.
NOTE: The boot process is as follows:
1. The ROM BIOS executes.
2. The HP or Compaq logo splash screen displays.
3. The Microsoft Windows logo splash screen displays.
4. The Welcome to Windows login screen displays.
Reseat the memory modules
If the notebook was bumped or dropped a memory module may have come loose from the memory socket. On most notebook PCs, removing and reinserting the memory is a simple step and does not require advanced technical knowledge of the computer. HP recommends reseating the memory module before arranging for warranty service repair. If you are not confident following the steps for removing and replacing the memory module in this document, contact an HP support specialist for assistance.
NOTE: If someone other than HP installs or upgrades the RAM, any damage caused by the RAM and/or by the person when trying to install or upgrade the RAM is excluded from coverage under the product warranty. The customer assumes all risk and liability for damages for any such installation or upgrade.
NOTE: Some HP notebooks may have a secondary memory module located under the keyboard. For removal and replacement instructions pertaining to the second memory module contact HP service and support.
Use the following steps to remove and replace the memory modules:
Step 1 - Remove the battery
1.
Slide and hold the battery release latch to the unlock position.
2.
Use your finger to lift the battery up and out.
Step 2 - Remove the memory module
1.
Locate the memory module cover on the bottom of the notebook.
2.
Remove the screw that covers the memory module.
3.
Use your finger or a flat head screw driver to lift the inside edge of the memory module and remove it.
4.
Push both tabs outward simultaneously to release the memory module.
5.
Grasp the memory module by the edges and pull gently to remove it.
6.
Align the keyed (notched) edge of the memory module with the keyed area in the expansion slot. Insert the memory module into the slot at a 45-degree angle until it is seated.
7.
Push the front edge of the memory module down until the retention clips snap into place.
8.
After reseating the memory module, replace the memory expansion cover and then replace the screw.
Step 3 - Replace the battery
1.
Insert the battery into the notebook.
2.
Push the battery into the base enclosure until you hear a click.
3.
Connect the AC adapter and turn on the notebook.
After the memory is reseated, connect the AC adapter and turn on the notebook:
* If the notebook boots normally and the Windows desktop appears no further action is needed. If this problem re-occurs often, contact an HP Support Specialist to schedule a repair.
* If the notebook continues to stop responding at the Compaq or HP logo, turn off the notebook continue to the next section of this document.
NOTE: If the PC will not start up and you experience another failure not covered in this article, see Troubleshooting a Startup or Boot Failure .
Remove memory upgrade modules
Only one memory module is required for the notebook to operate. If two memory modules are installed, each memory module should be tested in the notebook independently of the other. Use the memory replacement steps for each memory module.
NOTE: If someone other than HP installs or upgrades the RAM, any damage caused by the RAM and/or by the person when trying to install or upgrade the RAM is excluded from coverage under the product warranty. The customer assumes all risk and liability for damages for any such installation or upgrade.
NOTE: Some HP notebooks may have a secondary memory module located under the keyboard. For removal and replacement instructions pertaining to the second memory module contact HP service and support.
Step 1 - Remove the battery
1.
Slide and hold the battery release latch to the unlock position.
2.
Use your finger to lift the battery up and out.
Step 2 - Remove the memory module
1.
Locate the memory module cover on the bottom of the notebook.
2.
Remove the screw that covers the memory module.
3.
Use your finger or a flat head screw driver to lift the inside edge of the memory module and remove it.
4.
Push both tabs outward simultaneously to release the memory module.
5.
Grasp the memory module by the edges and pull gently to remove it.
6.
Align the keyed (notched) edge of the memory module with the keyed area in the expansion slot. Insert the memory module into the slot at a 45-degree angle until it is seated.
7.
Push the front edge of the memory module down until the retention clips snap into place.
8.
After reseating the memory module, replace the memory expansion cover and then replace the screw.
Step 3 - Replace the battery
1.
Insert the battery into the notebook.
2.
Push the battery into the base enclosure until you hear a click.
3.
Connect the AC adapter and turn on the notebook.
After removing one module, connect the AC adapter and turn on the notebook:
* If the PC starts up normally to the Windows desktop, no further action is needed. If this problem re-occurs often, contact an HP Support Specialist to schedule a repair.
* If the notebook continues to stop responding at the Compaq or HP logo, turn off the notebook and replace the memory module that you removed. Follow the steps again to remove the second memory module. If the notebook still does not start normally contact HP service and support for further assistance.
Disconnect any peripheral devices
Disconnecting peripheral devices may resolve this issue.
1.
Disconnect the USB device or any other connected hardware such as printer, scanner, camera, keyboard or mouse.
2.
Reboot the notebook.
Hard Drive self test
A hard drive self test can be performed from the BIOS.
1.
Start or reboot the notebook PC.
2.
Press the F10 key (on some notebook PCs, F2 or F6).
3.
Use the Left/Right arrow keys to navigate to Diagnostics.
4.
Use the Up/Down arrow keys to select Primary Hard Disk Self Test and press Enter .
5.
Press Enter to start the hard disk self test.
6.
Upon completion, press any key to exit.
7.
Press the Esc key. Press the Esc again.
8.
Use the Up/Down arrow keys to select Exit Discarding Changes .
The notebook PC will reboot.
Verify updated/changed software in Safe Mode
1.
Reboot the notebook.
2.
Repeatedly tap the F8 key until the Microsoft Windows Startup Menu displays.
3.
Use the up/down arrow keys to select Safe Mode , then press Enter .
4.
Upon booting into Windows, verify updated/changed software applications.
Hard reset
Forcing the notebook to reboot may resolve the issue.
1.
Press and hold the power button until the notebook powers off.
2.
Press the power button again to boot the computer.
If the options above do not resolve the issue, performing a system recovery may be necessary. View the documents in Related Links for further information.
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