Windows Laptop Stuck on HP Sure Start or Startup Menu

What You'll Need

• Your Windows laptop
• Your charger connected

1. Restart the Laptop

Sometimes the device simply needs a clean restart to move past the HP Sure Start screen.

1. Hold the Power button for 10 seconds.
2. Wait 5 seconds.
3. Press Power again to turn it back on.

2. Make Sure the Laptop Has Power

Your laptop may appear frozen if it’s actually low on power.

• Connect the official HP charger
• Check that the charging light is on

• Wait at least 5 minutes, then restart

   

3. Try Disconnecting Accessories

Sometimes the laptop hangs during startup if a connected device is confusing it.

• Unplug headphones
• Unplug chargers not meant for this laptop
• Disconnect USB devices (mice, keyboards, flash drives)

Then restart the laptop again.

4. Try the ESC Key

Turn the laptop off and then on again. When the laptop turns back on, try tapping the ESC key repeatedly (about once per second).

If ESC works and you see the HP Startup Menu:
That means your keyboard and firmware are responding correctly.

• Press ENTER to try continuing startup normally. If Windows still doesn’t load or the laptop returns to the Sure Start screen, contact STS for help.

If nothing happens and it stays on the Sure Start screen:
The ESC menu may not appear on some devices. At this point, please contact STS for help.

Show screenshot (HP Sure Start Screen)

 

Show screenshot (HP Startup Menu)

 

When to Contact STS

Please reach out if:

• The laptop stays stuck on the HP Sure Start screen
• “Entering Startup Menu…” appears but nothing loads
• ESC does not bring up the blue HP menu
• Blue HP menu does not load Windows
• The laptop restarts repeatedly on its own
• You aren’t sure which option to pick