Laptop Stuck in Continuous Factory Reset Loop

[GwenC]

I brought a laptop that was the display model at Sam's yesterday.  I was trying to do a factory reset, but once it gets to "Installing Windows" it does a continuous loop.  It will start off at 64% then go to 100%, then restart.  When it comes back on, it is still "Installing Windows" and goes right to 64%, then 100%, then restart.  I started at 10:45pm last night (7/28/2016) and it is still saying the same thing.

What can I do to stop the cycle?

[prophy88]

I'm having the exact same problem. Please let me know if you've found a solution. Thanks

[Tardis40]

Hi @GwenC,

Thanks for becoming a member of the HP Support Forums. I understand you are having an issue with the computer looping. I will be glad to help you.

Please try the follow steps.

1. Hold the Power Button for 5 seconds or until the computer completely shuts off.
2. Press the Power Button to turn the computer on.
3. As soon as you see the rotating loading circle, press and hold the Power Button until the computer shuts off.
4. Repeat this process 2 or 3 times until you see the Preparing Automatic Repair screen.
5. Let the computer boot to the Automatic Repair screen.
6. Click Advanced Options, and then select Troubleshoot.
7. Select Refresh your PC if you do not wish to erase data, or Reset your PC to erase all data and restore the system.
8. Follow the onscreen instructions to complete recovery.

Please keep me informed of how things went. 

If you require further assistance, let me know and I will gladly do all I can to help you.

Please let me know if this resolves the issue by marking this post as "Accept as Solution".
To simply say thanks, click the Thumbs up below! 🙂

Thanks.

[GwenC]

I tried to rest it, whole keeping the files. The response was "cannot reset."

Now, I have chosen to rest pc, clearing everything. It's now at "Resetting this PC 2%." So, I will keep you posted once it gets to the Windows Installation.

Thank you kindy for your help, and I will check back in with you in a few hours.

[GwenC]

Corrections:

- I tried to RESET it, WHILE keeping the files.
- Now, I have chosen to RESET the PC...

[GwenC]

Were you able to get your computer to reset?

[GwenC]

Prophy88, were you able to get your PC reset?

[GwenC]

I'm responding all over the place! Geesh.

Prophy88, I was trying to ask you if you had gotten your PC reset.

[GwenC]

Hello @Tardis40,

I have gone through the process, and it is STILL looping.  I don't what that guy did at Sam's.  What other options can I try?

Thank you kindly.

[E-roq · Accepted solution]

Hey @GwenC, 

Thanks for trying the steps as prescribed by my colleague. The next path to resolution would be performing an HP System Recovery. You can learn more about that process here. If you have not already created recovery media, I would advise you to contact our tech support team here: https://support.hp.com/us-en/contact-hp/product/HP-Pavilion-Gaming-15-ak100-Notebook-(Touch)/1028284...

The alternative to that is taking the PC back to the point of purchase for an exchange (if you're still within their return timeline). 

I hope this helps. Good luck!