Locked out of Operating System

[hsaleem]

My HP Desktop computer wil not boot Windows. I am recieving a message that states that the drive that Windows is installed on is locked. This issue occured shortly after downloading the Windows 10 OS. I disscussed this issue at lenght with a Microsoft rep and after exhusting numerous troubleshooting options concluded that I needed to restore my machine to its original factory settings. I cannot access this image at all and the software image on the Microsoft's website is only usable by machines bought through a retail store. I bought my computer directly from HP via Amazon. This occured a few months ago. I have been using a Linux OS as a temporary solution since. However, I find myself running into compatibility issues and would like to have the Win7 (or Win10) OS back.

Must I order a recovery kit or is their a way I can download a Win7 image online? I have my 25 digit key.

[WAWood · Accepted solution]

hsaleem

Hello;

Allow me to welcome you to the HP forums!

I read your post about needing to restore your PC to its original condition and wanted to help.

What will work is restoring your machine to its original factory condition using HP Recovery Media. This is a set of DVDs and a CD, or USB stick, that will erase the hard drive (removing all data, settings, and applications, reinstall the original OS, drivers, and some HP Utilities. In some cases, you may be able to order a USB stick instead of disks.  You have to order these from HP; they can not be downloaded.

You can look online for Recovery Media starting with the linked paged: http://support.hp.com/us-en/drivers

Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click "Update".  If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the "+" symbol to expand that entty and click on Order Media for details.

Or, if you prefer, you can do the same by contacting HP Customer Service:

If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!

Note that if HP no longer provides Recovery Media for your model, a couple of other sites you can check are: http://www.computersurgeons.com/  and http://www.restoredisks.com/

Good Luck

I am a volunteer and I do not work for, nor do I represent, HP.
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