Thank you Bruce for your answer, i was chatting with HP in Costa Rica, they didn´t give me a solution, they said this computer is a CTO bought in USA, so they can´t help me.
When i contacted to HP USA, they said me i need to send the notebook to USA paying for shipments to and from, this is a cost nobody payback.
I am sincerely disappointed by the service of HP, we had always bought HP laptops in my company, and never had these problems, we are seriously considering not to buy HP products.