Attempted factory reset; restoration incomplete.

[Romeothecat]

Hi, yesterday my keyboard and mouse both became unresponsive while browsing the internet. I switched mice and keyboards and when they didn't work either, I was advised to try a factory reset of my machine. So, I backed up the files it recommended onto a USB, and began the reset. Not long after, the recovery manager came up with the "Restoration Incomplete" message. Along with a command prompt which read "The system cannot find the drive specified" repeated 5 times.

Error code is as follows:

[16:41:57.67] **************************************************
[16:41:57.68] [C:\SYSTEM.SAV\ExitProc\ErrorChk\ChkError.cmd] has started...
[16:41:57.68] --------------------------------------------------
[16:41:57.70] Check SW Error...
[16:41:57.70] --------------------------------------------------
[16:41:57.70]
[16:41:57.72] Create ["C:\system.sav\ChkError.cmd.FAILURE.flg"] file...
[16:41:57.72]
[16:41:57.73] Logfile [C:\system.sav\Logs\CheckLog\ChkErr_PASS2_BBVClean.log]...
[16:41:57.73]
[16:41:57.73] Check 2nd parameter [BBVClean]
[16:41:57.75]
[16:41:57.75] Error Checking items : [MEMDUMP,APPSLOG,REGDEV,TIMEOUT,WINSAT,FAILUREFLG]
[16:41:57.76] --------------------------------------------------
[16:41:57.76] Checking : Memory Dump
[16:41:57.78] Could not find memory dump...
[16:41:57.78]
[16:41:57.79] [DumpFile]
[16:41:57.79] Result=PASSED
[16:41:57.81] --------------------------------------------------
[16:41:57.81] Checking : Apps' log
[16:41:57.81]
[16:41:59.22] [AppsLog]
[16:41:59.23] Result=PASSED
[16:41:59.25] --------------------------------------------------
[16:41:59.28] Checking : Yellow-Bang
[16:41:59.29]
[16:41:59.33] Run [PINChkT.exe /dev /s]
[16:42:00.44]
[16:42:00.45] Append [REGDEVT_PASS2_BBVClean.LOG] to [C:\system.sav\Logs\CheckLog\ChkErr_PASS2_BBVClean.log]...
[RegistryDevicesCheck]
Result=FAILED

FAILED DEVICE #0:
Description : Unknown USB Device (Device Descriptor Request Failed)
PNPDeviceID : USB\VID_0000&PID_0002\5&1007586E&0&1
Code : [43]

[16:42:00.48]
[16:42:00.50] Run [FIND.exe /I 'Result=FAILED' C:\SYSTEM.SAV\Logs\PINPROC\REGDEVT_PASS2_BBVClean.LOG]
[16:42:00.53] [PASS2_BBVClean][PIN_ERROR_MSG][ChkError.cmd] There was some FAILED device. Please check the file C:\SYSTEM.SAV\Logs\PINPROC\REGDEVT_PASS2_BBVClean.LOG.
[16:42:00.55] There was some FAILED device...
[16:42:00.56] or, there was not target file...
[16:42:00.58]
[16:42:00.61] --------------------------------------------------
[16:42:00.62] Checking : Timeout in INSTALL.log
[16:42:00.64]
[16:42:00.67] Run [FIND.exe /I 'timeout with' C:\System.sav\Util\Install.log]
[16:42:01.67] Run [FIND.exe /I 'timeout wait' C:\System.sav\Util\Install.log]
[16:42:01.80] There is NO timeout in install.log file.
[16:42:01.81]
[16:42:01.83] [TIMEOUT]
[16:42:01.84] Result=PASSED
[16:42:01.87] --------------------------------------------------
[16:42:01.89] Checking : WinSAT
[16:42:01.91]
[16:42:01.94] [WinSAT]
[16:42:01.95] Result=PASSED
[16:42:01.97] --------------------------------------------------
[16:42:02.00] Checking : FAILURE.flg
[16:42:02.06] **************************************************
[16:42:02.08] [CheckFailureFlags.cmd] has started...
[16:42:02.08] --------------------------------------------------
[16:42:02.09] Check FAILURE.flg at [PASS2_BBVClean]
[16:42:02.09] --------------------------------------------------
[16:42:07.72]
[16:42:07.74] No FAILURE.flg was found in C:\SwSetup folder
[16:42:07.74]
Volume in drive C is WINDOWS
Volume Serial Number is 924F-0A6E

Directory of c:\system.sav

10/14/2016 12:57 AM 9,162 1011ZQ1610_DPS
10/13/2016 06:05 PM 229 1011ZQ1610_DPS.hw
02/20/2018 05:10 PM <DIR> 2ndCap
02/20/2018 04:31 PM <DIR> bbv
09/26/2016 05:42 PM 164,113 CDT16WW3ART605.ini
02/20/2018 04:41 PM 46 ChkError.cmd.FAILURE.flg
10/14/2016 09:20 AM <DIR> CONFIG
10/14/2016 12:59 AM 6,731 cpqdl.ini
10/14/2016 12:59 AM 3,417 CTO.TXT
10/14/2016 12:59 AM 211 CTOHW.TXT
02/20/2018 05:07 PM <DIR> Exclude
02/20/2018 05:12 PM <DIR> ExitProc
02/20/2018 05:11 PM <DIR> FactoryUpdate
10/14/2016 09:21 AM <DIR> fbi
10/14/2016 01:11 AM 6,749,373 FILELIST.MD5
02/20/2018 04:41 PM <DIR> Flags
02/20/2018 05:11 PM 6,693 Info.bom
02/20/2018 04:42 PM <DIR> Logs
10/14/2016 01:00 AM <DIR> P2PP
05/27/1997 01:42 AM 46 REBOOT.ME
10/14/2016 09:07 AM 368 REGFLUSH.LOG
02/20/2018 04:41 PM 139 Result.ini
10/14/2016 08:35 AM <DIR> support
10/14/2016 09:06 AM 517,092 SYSINFO.LOG
02/20/2018 04:30 PM <DIR> WDT
10/13/2016 06:05 PM 369 X6F91AA#ABA
14 File(s) 7,457,989 bytes
12 Dir(s) 1,964,188,233,728 bytes free
[16:42:07.74] --------------------------------------------------
[16:42:07.75] [CheckFailureFlags.cmd] has completed...
[16:42:07.75] **************************************************
[16:42:07.77]
[16:42:07.80] [FAILURE_FLAG]
[16:42:07.81] Result=PASSED
[16:42:07.84]
[16:42:07.86] --------------------------------------------------
[16:42:07.89] Some error detected...
[16:42:07.92]
[16:42:07.94] --------------------------------------------------
[16:42:07.95] [C:\SYSTEM.SAV\ExitProc\ErrorChk\ChkError.cmd]
[16:42:07.99] [PASS2_BBVClean][PIN_ERROR_MSG][ChkError.cmd] found [1] SW issue[s]...
[16:42:08.00] --------------------------------------------------
[16:42:08.02] [PASS2_BBVClean][PIN_ERROR_MSG][ChkError.cmd] Refer the following file[s] if exists to see detail.
[16:42:08.05] [PASS2_BBVClean][PIN_ERROR_MSG][ChkError.cmd] C:\CTOERROR.flg , C:\System.sav\*FAILURE.flg, or C:\system.sav\Logs\AllFailure.log
[16:42:08.06]
[16:42:08.08] --------------------------------------------------
[16:42:08.11]
[16:42:08.13] This is for customer image...
[16:42:08.16]
[16:42:08.17] Trigger CTO panic...
[16:42:08.19]
[16:42:08.20] This is Recovery image...
[16:42:08.24]
[16:42:08.25] --------------------------------------------------
[16:42:08.27] [ChkError.cmd] has completed...
[16:42:08.30] **************************************************

[16:43:02.49] ------------------------------------------------------------
[16:43:02.49] There might be unexpected reboot during [Windows setup].
[16:43:02.49] The process will cause CTO panic
[16:43:02.49] because the image might not be normal now...
[16:43:02.49] ------------------------------------------------------------

At this point whenever the system boots up I either go immediately to the Recovery Manager error message or, I see the windows login screen with "Administrator" as the owner, attempting to sign in then takes me to the same error message.

I wanted to make a post here and see what my next step should be before this goes any further. Any help would be appreciated.

[The_Fossette]

@Romeothecat,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that computer is not booting to Windows in the recovery loop.

Don’t worry, I assure you I will try my best to get this sorted.

In order that I may provide you with an accurate solution, I will need a few more details.

• How did you perform recovery on the computer?
• Have you made any software or hardware changes on the computer?

Meanwhile, I recommend you follow the steps in the below article and perform a recovery again on the computer and test.

http://hp.care/2sZtgO9

If the issue persists, I recommend you contact HP phone support and order recovery media for your computer and perform a recovery using the recovery media.

Here is how you can get in touch with the phone support.

Open link:  http://hp.care/2moMFSc

Enter Product number or select to autodetects

Scroll down to “Still need help? Complete the form to select your contact options”

Scroll down and click on HP contact options – click on Get phone number.

Let me know how it goes and you have a great day!

If the solution provided helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. Your feedback counts!

Take care.

Cheers!

[Romeothecat]

Thanks for taking the time to help me out!

•  How did you preform the recovery on the computer?

Using the recovery manager, I started a Factory Reset.

• Have you made any software or hardware changes on the computer?

  There haven't been any changes to computer to my knowledge.

After looking through the article you linked, I don't believe I made a recovery media before I did a factory reset.  Would this be the likely cause of the problem?

Should my next step be ordering recovery media from hp?

[The_Fossette · Accepted solution]

@Romeothecat,

Yes, I recommend you contact HP phone support and order recovery media for your computer.

Perform a recovery using the HP recovery media and I am sure that should do the trick.

Please post your results, as I will be looking forward to hearing from you. 

If the solution provided helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. Your feedback counts!

Take care.

Cheers!

[Romeothecat]

I ordered the recovery media after you suggested it. It got lost in the mail the first time it was sent so it took a while to get it sorted out. After it arrived, it installed quickly and without incident and my pc is now up and running, thanks for your time and all your help.