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HP laptop won't turn on anymore

chris05 Posted messages 374 Status Membre -  
brucine Posted messages 24384 Registration date   Status Membre Last intervention   -

Hello,

My HP ELITEBOOK laptop won't start anymore.

When I press the power button, I get a black screen with the HP logo and below it a logo that says "protected by HP WOLF SECURITY".

A loading circle is spinning but nothing happens, the same thing happens with every restart attempt...

Can anyone help me?

Thank you in advance

11 réponses

Réponse 1 / 11
NonoM45 Posted messages 1007 Registration date   Status Membre Last intervention   5
 

Hello,

What do you do when the loading circle keeps spinning and it takes a long time?

Note: I think I know the answer
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Réponse 2 / 11
chris05 Posted messages 374 Status Membre 28
 

I force the shutdown by holding down Power
0
Didi64_549 Posted messages 2758 Registration date   Status Membre Last intervention  
 

Hello,

How old is the PC in question?

Have you tried tapping the F10 key at startup until a menu appears on the screen?

1
NonoM45 Posted messages 1007 Registration date   Status Membre Last intervention   5
 

I suspected it... never! I'd rather let it run all night long!

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Réponse 3 / 11
chris05 Posted messages 374 Status Membre 28
 

Hello,

So the PC is less than a year old.

With F10 I enter the BIOS but I don't know what to do there...
0
Didi64_549 Posted messages 2758 Registration date   Status Membre Last intervention  
 

Hi,

This means that it is still under warranty.

So with the purchase receipt that serves as your warranty, you go to the place where you bought it with the PC, and then you tell them that it isn't working, that's all.

If they ask you questions about how the PC is reacting, just reply that you don't know and that you are not familiar with it.

Either they will replace the PC, or they will repair it.

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Réponse 4 / 11
chris05 Posted messages 374 Status Membre 28
 

I was hoping to avoid all of this precisely :'(

Nothing to do by oneself?
0
brucine Posted messages 24384 Registration date   Status Membre Last intervention   4 096
 

Hello,

It's quite curious, the software in question only concerns HP Enterprise PCs.

In my opinion, it's a bit of a belt and suspenders approach; the average person secures their computer outside of this way, if only because it isn't HP or a model that includes it, but it's back to square one since, to uninstall it, you still need to access it and therefore reinstall from a Windows installation key, provided that this abomination doesn't secure the BIOS.

Speaking of BIOS, an incompatibility of the software with virtualization-based security is sometimes documented, which only has the solution of temporarily disabling it while waiting for HP to release a BIOS update, it doesn't hurt to try.

https://support.hp.com/be-fr/document/ish_7819753-7782335-16

-1
Réponse 5 / 11
NonoM45 Posted messages 1007 Registration date   Status Membre Last intervention   5
 

For me, it's simply a Windows update, maybe the upgrade to 23H2 if it has never been done

So it takes a while, indeed, but you have to let it happen
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Réponse 6 / 11
chris05 Posted messages 374 Status Membre 28
 

I'll try to let it run then, fingers crossed...

But before we could start with the last known good configuration, I can't seem to do that, sniff...
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NonoM45 Posted messages 1007 Registration date   Status Membre Last intervention   5
 

What version of Windows are you running?

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chris05 Posted messages 374 Status Membre 28 > NonoM45 Posted messages 1007 Registration date   Status Membre Last intervention  
 

Windows 11

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NonoM45 Posted messages 1007 Registration date   Status Membre Last intervention   5 > chris05 Posted messages 374 Status Membre
 

So you can't!

Unless you had done something in the registry beforehand!
Re-enable the "Last Known Good Configuration" option in Windows 10 and 11 - Windows - Tutorials - InformatiWeb
 

And I don't know if it works properly (I've never needed it)

-1
chris05 Posted messages 374 Status Membre 28 > NonoM45 Posted messages 1007 Registration date   Status Membre Last intervention  
 

What a shame, why did you take that away? sniff

It had saved me in the past

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Réponse 7 / 11
NonoM45 Posted messages 1007 Registration date   Status Membre Last intervention   5
 

I don't think we should compare the past and today

W11 is a system that claims to be "smarter," according to Microsoft
Just make sure to update regularly

Personally, I have no problems with my 2-year-old PC
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Réponse 8 / 11
chris05 Posted messages 374 Status Membre 28
 

Hello,

The PC has been running all night and this morning it's still at the same point, are there any other solutions to test before returning it, please?

Thank you for your help
0
NonoM45 Posted messages 1007 Registration date   Status Membre Last intervention   5
 

Hello,

Sorry for you... and at the end of the night do you still have the spinning cursor!?

Or just a black screen, in which case the laptop might be waiting for another screen to be connected...

See you!

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chris05 Posted messages 374 Status Membre 28 > NonoM45 Posted messages 1007 Registration date   Status Membre Last intervention  
 

Hello,

No black screen, but still the screen with the HP logo that says "protected by HP WOLF SECURITY" and the spinning logo :(

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Réponse 9 / 11
NonoM45 Posted messages 1007 Registration date   Status Membre Last intervention   5
 

Hi,

Oops, I thought your laptop had already passed this stage.

According to what can be found on the internet, it is a BIOS update issue.

It needs to be updated, and since you don't seem to be a specialist, you should see one ;-)
0
brucine Posted messages 24384 Registration date   Status Membre Last intervention   4 096
 

Hello,

If it's the incompatibility of the BIOS with the software that is to blame, we have it as I illustrated in <7> in the background as long as HP has not published a BIOS update for this model on its site, but this does not present any particular difficulty.

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brucine Posted messages 24384 Registration date   Status Membre Last intervention   4 096 > brucine Posted messages 24384 Registration date   Status Membre Last intervention  
 

Except of course and as always mentioned in <7> to format the beast and reinstall after having made a secure external backup of the drivers the appropriate Windows version which will not contain the infamous software.

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NonoM45 Posted messages 1007 Registration date   Status Membre Last intervention   5 > brucine Posted messages 24384 Registration date   Status Membre Last intervention  
 

Hello brucine,

Updating a BIOS isn't particularly difficult when you have access to Windows!

That's not the case here, and the update isn't done the same way ;-)

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brucine Posted messages 24384 Registration date   Status Membre Last intervention   4 096 > NonoM45 Posted messages 1007 Registration date   Status Membre Last intervention  
 

If the BIOS had anything to do with what is installed on the hard drive, we would know about it and there aren't a thousand ways to proceed, most of the time by booting from a USB stick containing the bin or exe provided by the manufacturer.

I forgot in <21> that there is a simpler method: if the PC can boot normally in safe mode, see if it is possible to uninstall the infamous software.

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NonoM45 Posted messages 1007 Registration date   Status Membre Last intervention   5 > brucine Posted messages 24384 Registration date   Status Membre Last intervention  
 

Hi,

"If the BIOS had anything to do with what is installed on the hard drive, it would be known, and there aren't a thousand ways to proceed."

That's not what I said! It has nothing to do with it, indeed!
Sorry for you, but there are 2 ways to proceed.

Today (2024), we can download an executable from the manufacturer's website that takes care of everything.

Or, otherwise, indeed, the "good" old method...

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Réponse 10 / 11
chris05 Posted messages 374 Status Membre 28
 

Hello,

I found a kind soul who knows more than I do and who agreed to update the BIOS for me.

Everything went well except that upon restarting this time, it gets stuck on "Recovering Fingerprint Controller Firmware."

A loading bar that never fills up, even after a night!

After researching online, I found a few similar cases but didn't understand the solution :'(

Apparently, it corresponds to the fingerprint reader that I don't even use.

Thanks again for your help
0
brucine Posted messages 24384 Registration date   Status Membre Last intervention   4 096
 

Hello,

Hard to say.

From what we read, the situation would suggest an inappropriate or outdated BIOS update.

Start by entering the BIOS at startup and see if there is an option for biometric identification to disable.

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Réponse 11 / 11
chris05 Posted messages 374 Status Membre 28
 

Hello again,

We found nothing in the BIOS that would allow us to disable biometric identification.

We went back to the BIOS update, and strangely it offers us a new version again, 01.05.05, different from yesterday's.

Isn’t it strange that this one wasn’t proposed directly yesterday?

We are confident because, according to the site below, we understand that this update fixes the biometric identification issue at startup :)

https://h30434.www3.hp.com/t5/Notebook-Boot-and-Lockup/recovering-fingerprint-controller-firmware-on-every-boot-up/td-p/9138045

The update goes well, except that... upon restart, there's again the screen with the "HP protected by HP Wolf Security" logo and the spinning circle on loop!

I need help, it's driving me crazy :'(
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brucine Posted messages 24384 Registration date   Status Membre Last intervention   4 096
 

Let's summarize.

The bug related to the killer software is documented by HP for at least some models and has no solution unless HP publishes a BIOS patch.

However, the enterprise PCs that include it have not had it activated by default, otherwise they would be unusable and, being new PCs, returned to the seller for a refund.

This software has therefore been activated by the current or previous user if it is a second-hand PC; it includes several "layers" of security and possibly custom unlocking schemes.

If such a scheme cannot be found, the only solution is to either disable or uninstall this software, but since we do not have access to the PC, this can only be done if such access is possible in safe mode during startup (which would disable the drivers) or from a USB installation drive by formatting and reinstalling.

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