Did backup of all files as part after crash, did cloud download reinstall win now cant recover files

[debpav]

Hi this is my first time here so please bear with me

My desktop operating system crashed  - through the blue screens and with hp help selected a full restore - did the required back up of all my files to an external device, downloaded from the cloud, and now windows and office all installed ok

So went to do a restore from the external backup folder (opening and then clicking restore), selected C drive to copy files to.

It starts but after a certain percentage just says has a problem and will close (no error message or anything describing the issue)

Am ai doing something basically wrong or???  So worried as important business files and family photos there 
The backup file in the external hard drive  is 41.5Gb so know its all there 

Help please

[Raj_05]

Hi @debpav,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I'm sorry to hear about the issues you're facing with your HP Pavilion All-In-One after the crash and reinstallation of Windows. It sounds like you were able to back up your files before the crash, but now you're having trouble recovering them. Let's try to troubleshoot and see if we can find a solution to your problem:

• Check Cloud Backup: Since you mentioned doing a cloud download after the crash, ensure that the cloud service you used for backup (e.g., Google Drive, OneDrive, Dropbox) has successfully synced your files. Double-check the cloud storage to see if your files are there. If you're using a specific software for cloud backup, make sure it's running, and your files are up to date.
• Verify the Correct Cloud Account: Make sure you are using the correct account for cloud backup. Sometimes, people have multiple accounts, and they might accidentally download from the wrong one.
• Check File Locations: Confirm the default file locations for the cloud sync application on your computer. Files might have been restored to a different directory than you expected. Look for a folder or path associated with the cloud service and see if your files are there.
• Search for Files: Use the search function on your computer to look for specific files you know should be backed up. Sometimes, files end up in unexpected folders due to cloud syncing.
• Contact Cloud Service Support: If you still can't find your files, reach out to the customer support of the cloud service you used. They might be able to assist you in locating your files and troubleshooting any syncing issues.
• Data Recovery Software: If the files were not backed up to the cloud properly or were not included in the cloud backup, you might need to use data recovery software. There are various data recovery tools available that can help you retrieve lost files from your hard drive. Remember that the chances of recovering everything might depend on how much data has been overwritten since the crash.

I hope this helps. 
 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4
HP Support 

[debpav]

Thanks Alden

I'll check if it backed up to cloud as well but I actually backed up to an external drive.

The backup folder size is 41.5Gb so I know the files are there. I backed up in the hp blue screen support area as directed  so that was the software.

As I did a full reset there is no file history when I try to go there to restore.

If you have any suggestions for recovery software  or even to look into those type files and individually restore  that would be helpful too.

Cheers

[Raj_05]

Hi @debpav,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4

HP Support