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HP Instant Support Professional Edition

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Print active chat [November 29, 2010 6:48 PM] -- Automatically generated message: Your support request has been submitted and is in queue. Please wait momentarily while the system connects you with the next available support specialist. [November 29, 2010 6:49 PM] -- Prabu Thangaraj says: Hello [November 29, 2010 6:51 PM] -- Automatically generated message: You are now chatting with support specialist Frank F. [November 29, 2010 6:51 PM] -- Prabu Thangaraj says: Hi frank [November 29, 2010 6:51 PM] -- Frank F says: Welcome to HP Total Care for HP Consumer notebooks. My name is Frank. Please give me a few moments while I review your problem description details. NOTE: For security reasons, PLEASE DO NOT send credit card information via chat. [November 29, 2010 6:51 PM] -- Frank F says: Hi Prabu. How are you? [November 29, 2010 6:51 PM] -- Prabu Thangaraj says: ya fine [November 29, 2010 6:51 PM] -- Prabu Thangaraj says: thanks [November 29, 2010 6:52 PM] -- Prabu Thangaraj says: got my problem? [November 29, 2010 6:52 PM] -- Frank F says: Yes. Thank you for the time. [November 29, 2010 6:53 PM] -- Frank F says: From the issue description, I understand that the windows is not booting. Am I correct? [November 29, 2010 6:53 PM] -- Prabu Thangaraj says: yes [November 29, 2010 6:53 PM] -- Frank F says: Thank you. [November 29, 2010 6:54 PM] -- Frank F says: In BIOS, is the hard drive detected? [November 29, 2010 6:54 PM] -- Prabu Thangaraj says: no actually we couldnt able to get into the bios [November 29, 2010 6:54 PM] -- Prabu Thangaraj says: when I press f11 key while starting up it displays bootmgr missing -with f10 key it enters into the bios.In that, diagnostics tab, primary hard disk self test is not working. [November 29, 2010 6:55 PM] -- Prabu Thangaraj says: i was able to get into Bios but when I press f11 key while starting up it displays bootmgr missing -with f10 key it enters into the bios.In that, diagnostics tab, primary hard disk self test is not working. [November 29, 2010 6:55 PM] -- Frank F says: Prabu, we can try remove and reseat of the hard drive. If it does not help, the notebook would need to be sent to HP service center for diagnosis and fix. [November 29, 2010 6:56 PM] -- Prabu Thangaraj says: how to reset [November 29, 2010 6:56 PM] -- Frank F says: To assist you better, could you let me know the product and serial numbers of the notebook? You will find these numbers on the serial tag (non-Microsoft sticker) when you flip the notebook over. The serial number is a 10 digit alphanumerical number and the product number is a 6 to 7 alphanumeric number. [November 29, 2010 6:56 PM] -- Frank F says: I will provide the manual. [November 29, 2010 6:57 PM] -- Prabu Thangaraj says:

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11/29/2010 7:20 PM

HP Instant Support Professional Edition

https://h50203.www5.hp.com/HPISWeb/customer/PrintChat.aspx?CaseI...

serial no: cnu 04328vc product- ww 112 av [November 29, 2010 6:57 PM] -- Prabu Thangaraj says: hp-pavilion dv5 model: dv5t - 2100 bios version - F.16 bios vendor - insyde. [November 29, 2010 6:58 PM] -- Frank F says: Thank you. I am looking for the manual. [November 29, 2010 6:59 PM] -- Prabu Thangaraj says: fine...but resetign harddisk wont it erase any informaton in it..because its having original OS.I dont want to lose it. [November 29, 2010 7:00 PM] -- Frank F says: No. It is just remove and replace. [November 29, 2010 7:00 PM] -- Frank F says: The inside data will not lost. [November 29, 2010 7:00 PM] -- Prabu Thangaraj says: fine [November 29, 2010 7:00 PM] -- Frank F says: If hard drive is already failed, it will not be detected. [November 29, 2010 7:01 PM] -- Frank F says: The manual is : [November 29, 2010 7:01 PM] -- Frank F says: http://h10032.www1.hp.com/ctg/Manual/c01550108.pdf [November 29, 2010 7:01 PM] -- Frank F says: On page number 70 of this 173 page manual, it shows the procedure. [November 29, 2010 7:03 PM] -- Prabu Thangaraj says: k got it. [November 29, 2010 7:03 PM] -- Prabu Thangaraj says: actually the lap was bought few days back and its in warranty period now.Laptop is in India right now.they said they cant provide support in India.So please help me in resolving the issue without getting to US.Because I want to get it rectified ASAP.Plz help me in this to and tel me how to contact u for my future reference [November 29, 2010 7:04 PM] -- Frank F says: Sure. It would need to be shipped to US for getting it fixed in warranty. [November 29, 2010 7:04 PM] -- Frank F says: Here is the Service Request ID: 7670797 for this chat. You can use this for further reference, if you have to contact us again on chat. [November 29, 2010 7:04 PM] -- Prabu Thangaraj says: is that we hav to do it or can your service center in India will do it..its hard for me to get it shipped. [November 29, 2010 7:06 PM] -- Frank F says: Yes, it would need to be shipped to you India by you. [November 29, 2010 7:06 PM] -- Frank F says: We do can pickup and repair from an US address. [November 29, 2010 7:06 PM] -- Prabu Thangaraj says: so while delivering will u shipurself? [November 29, 2010 7:06 PM] -- Frank F says: Yes, to the same US address from where it was picked up. [November 29, 2010 7:07 PM] -- Frank F says: Do you have any other technical questions that I can help you with now? [November 29, 2010 7:08 PM] -- Prabu Thangaraj says: sorry we have tried removing harddisk [November 29, 2010 7:09 PM] -- Prabu Thangaraj says: can u send me recovery CD for my laptop [November 29, 2010 7:09 PM] -- Frank F says: Yes, please do get back to us with US address,

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11/29/2010 7:20 PM

HP Instant Support Professional Edition

https://h50203.www5.hp.com/HPISWeb/customer/PrintChat.aspx?CaseI...

[November 29, 2010 7:09 PM] -- Frank F says: Sorry, Prabu. [November 29, 2010 7:09 PM] -- Frank F says: We cannot ship anything out of US. [November 29, 2010 7:09 PM] -- Frank F says: You would need to send the notebook to US for getting this fixed. [November 29, 2010 7:09 PM] -- Frank F says: Or please do contact HP India for paid repair service. [November 29, 2010 7:09 PM] -- Prabu Thangaraj says: can we get it from any of India service center [November 29, 2010 7:09 PM] -- Prabu Thangaraj says: its having warranty [November 29, 2010 7:10 PM] -- Frank F says: It is not possible as the warranty is valid only in US. [November 29, 2010 7:11 PM] -- Frank F says: Do you have any other technical questions that I can help you with now? [November 29, 2010 7:11 PM] -- Prabu Thangaraj says: so can you giv it to persons in US . [November 29, 2010 7:11 PM] -- Frank F says: Yes, we can pickup and repair the notebook from US address. [November 29, 2010 7:11 PM] -- Frank F says: The recovery set shipment is not possible as the notebook is already shipped with recovery partition. [November 29, 2010 7:12 PM] -- Prabu Thangaraj says: no the recovery CD can you give it to any persons inUS..i can arrange my friends to get it from you [November 29, 2010 7:12 PM] -- Frank F says: Prabu, they can order it from software/driver page. [November 29, 2010 7:12 PM] -- Prabu Thangaraj says: i can produce any documents if u need for claification [November 29, 2010 7:12 PM] -- Frank F says: As the notebook is shipped with recovery partition, the recovery set shipment is not possible. [November 29, 2010 7:13 PM] -- Prabu Thangaraj says: is that any where we can get the recovery disk in you website [November 29, 2010 7:14 PM] -- Frank F says: Yes, I will provide the URL. It can be shipped to an US address. [November 29, 2010 7:14 PM] -- Frank F says: They can send it to you. [November 29, 2010 7:14 PM] -- Prabu Thangaraj says: great [November 29, 2010 7:14 PM] -- Prabu Thangaraj says: that is good [November 29, 2010 7:14 PM] -- Prabu Thangaraj says: whats the URL [November 29, 2010 7:15 PM] -- Frank F says: Thank you. Is it Windows 7 64 bit or 32 bit, this notebook was bought with? [November 29, 2010 7:15 PM] -- Prabu Thangaraj says: win 7 home premium OA [November 29, 2010 7:16 PM] -- Frank F says: Is it 32 bit? [November 29, 2010 7:16 PM] -- Prabu Thangaraj says: 1 min plz [November 29, 2010 7:16 PM] -- Prabu Thangaraj says: sorry.I am not sure. [November 29, 2010 7:17 PM] -- Prabu Thangaraj says: can u giv me both.

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11/29/2010 7:20 PM

HP Instant Support Professional Edition

https://h50203.www5.hp.com/HPISWeb/customer/PrintChat.aspx?CaseI...

[November 29, 2010 7:17 PM] -- Frank F says: http://search.hp.com/redirect.html?url=http://h20180.www2.hp.com/apps/Nav?h_client=ZA-R1002-1%26h_lang=en%26h_cc=us%26h_audience=%26h_audiencerestrict=%26h_product=ww112av%26h_pagetype=s002&qt=HP+Pavilion+dv5t-2100+CTO+Entertainment+Notebook+PC+WW112AV&type=HUB&pos=2&key=ww112av& alias=HP+Pavilion+dv5t-2100+CTO+Entertainment+Notebook+PC%20(ww112av)&lc=s-002& series=HP+Pavilion+dv5-2100+Entertainment+Notebook+PC+series&la=en

[November 29, 2010 7:17 PM] -- Frank F says: This is the URL. [November 29, 2010 7:17 PM] -- Frank F says: You need to select the windows version. [November 29, 2010 7:17 PM] -- Frank F says: All the versions will not work on your model. [November 29, 2010 7:18 PM] -- Frank F says: It works only with the recovery set of the version with which it was bought. [November 29, 2010 7:19 PM] -- Frank F says: Do you have any other technical questions that I can help you with now? [November 29, 2010 7:19 PM] -- Prabu Thangaraj says: fine..thanks i will get back to u after trying this.thanks for the time. Close Print active chat

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