New HP top of line ENVY with SSD--10 minute restart

mdtrot1

Prominent
Sep 14, 2017
4
0
510
Well, it was great for two weeks but, starting this morning, it takes 10 to 15 minutes to start or restart. The password screen will come right up, but after entering the password it will go to a black or blank screen for 10-15 minutes. Then, finally, the picture will appear. HP support is completely useless from the two hours I've spent this morning trying to get some help. Any ideas why this is happening all of a sudden. As I am still in my return window, if I cannot get it working properly, I guess I'll send it back.
 

mdtrot1

Prominent
Sep 14, 2017
4
0
510
Well, I attempted to do a factory reset, according to info I obtained from the HP Support Assistant, but I don't think the info was correct. It stated to hold down the power button for 15 seconds, and that, when powering back on, I would have to use the arrow buttons to proceed to boot normally. But that did not happen. When I turned the power back on, it just went straight to the Windows password screen. BTW, I have had Trend Micro Internet Security installed and running since I got this laptop.
 

mdtrot1

Prominent
Sep 14, 2017
4
0
510


OK, thanks, I was able to do the factory reset, although with some difficulty and time required. It does seem to have fixed the problem, as restarts are now very quick.:) I have had to re-install the printer software and some other items. I appreciate the help.