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I'm sorry that you have experienced this issue. I recommend reaching out to HP Support or the Geek Squad at Best Buy, so they can assist you. They have access to more tools to assist you. Here's the link to HP Support: http://support.hp.com/us-en . Click "Contact HP" at the bottom left of the page. Alternatively, you can reach them by phone at 1-800-474-6836.
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