04-20-2017 10:22 AM
I have an Envy 23 touchsmart that automatically upgraded to Windows 10 last year (originally with Windows 8 when I purchased the unit) when Windows implemented the free upgrade. Unfortunately, I wans't able to upgrade also the HP Recovery Manager to suite Windows 10 and now I have to restore Windows due to system registry failure.
Is it still possible to backup my files ? If so, could you guide me how to do it?
04-20-2017 12:13 PM
Allow me to welcome you to the HP forums!
The Win10 Upgrade is know to corrupt the Recovery partition stored there by the OEM that built the original machine. This pretty much guarantees that no HP Recovery is going to work: http://h30434.www3.hp.com/t5/Desktop-Video-Display-and-Touch/HP-Recovery-Manager-Blocked-After-Windo...
This means that RESET no longer works on your laptop due to your doing the Win10 Upgrade.
To actually restore your PC to its original condition, you need something known as HP Recovery Media.
HP Recovery Media 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 entry 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!
If you have trouble finding a phone number, then try: 1 (800) 474-6836
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/
Before using the media, read through this: http://support.hp.com/us-en/document/c00006110
***Please mark Accept As Solution if my post solved your problem***
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