Please run diagnostics on the system to confirm hardware functionality. Here are the steps:
If the diagnostics pass, you may perform the below mentioned steps to reset the system back to factory settings.
Follow the on-screen instructions to setup the system with windows.
If the above steps do not produce any positive results, you would require the operating system discs to restore the system to factory condition.
Note: This step leads to complete data loss including pictures, music files, videos, documents and applications. Please disconnect any external peripherals as well.
Hope this helps. Please reply if you have any questions.
thank you very much for your help, I couldn´t fix the problem by myself and I finally contacted the service center, your help is appreciated.
Glad to know that the issue is resolved for you. Feel free to reach out to us if you need any assistance in future.