Hi @robertlohr66053
What do you mean by "It won’t open the pop up to the utility screen."? That is very vague and generic. We would like to help you but need more information.
Searching that serial number on the HP web site results in:
HP Notebook - 15-ay114cy
Serial number: CND64459M4 Product number: Z4N98U
Where did you get Pavilion 10 from?
Go to the HP web site and run their diagnostics program. This will tell you if you have any hardware issues.
Looking in Device Manager in Windows will tell you if any device drivers are corrupted by showing an exclamation point. If there are any uninstall and re-install