Windows HP envy laptop cannot boot after Bitdefender total security installation.

Hi, @Alexandru_BD

Due to time constraints and Bitdefender apparently being the only Internet security software even remotely close to Kaspersky, I VERY reluctantly decided to switch to Bitdefender despite experiencing a serious issue on my own PC during my 30-day trial last month (https://community.bitdefender.com/en/discussion/comment/307966#Comment_307966).

Yesterday, I phoned my 72-year-old mother (who lives 600+ miles away) to walk her through the very straightforward process of uninstalling Kaspersky and installing Bitdefender Total Security. After successfully uninstalling Kaspersky, rebooting, and successfully installing Bitdefender, I asked her to reboot once more (just to make sure things worked as expected - I had her disable Bitdefender VPN from startup since she has super slow internet and basically just checks email sporadically).

As @emanresu experienced, her laptop will no longer boot to Windows. It just goes into the ‘diagnosing your PC, attempting to repair, etc…’ phases. I walked her through doing a hard shut down, powering it on and entering the HP Hardware Diagnostics menu. From there, she chose System Tests, and ran the System Fast Test - 1st Pass which failed on Hard Drive/SSD Short DST Check. Unfortunately, no log files appeared on the Test Logs menu (she ran it a 2nd time with the same results). So, I subsequently had her run a System Extensive Test to see if any log files would be generated for it. Similar to the Fast Tests, the Hard Drive/SSD Long DST Check failed during this test. However, it did generate a log file this time (which also includes the information from the Fast Tests). I now have a copy of this log.

I specifically gifted her this laptop (HP Pavilion 15-CC0XX w/Windows 10, 1 TB HDD, 8 GB RAM, Intel i7) last June so that I wouldn’t have to troubleshoot her PC problems anymore. I cannot travel 600+ miles to troubleshoot in person or replace hardware; nor do I have time to do additional troubleshooting by phone. I am beyond frustrated.

Your response to emanresu indicates that technical support should be contacted for this problem. However, for the email option, the only Category choices are as follows: Getting Started, Billing & Purchases, Using Bitdefender, and Malware Removal. Which of these do I select so that I will be routed to the appropriate team without wasting even more of my time dealing with this disaster?

Thank you, in advance, for your assistance!

Regards,

Juli