Factory Image Needed

[jestochin]

I have a great 31" All in One computer that has performed well. It was necessary to to a re-set of this computer - I'm well versed in doing Windows re-sets - but for some reason, during the reset I'm getting an error that says:

The computer restarted unexpectedly or encountered an unexpected error. Windows installation cannot proceed. To install windows, click OK to restart the computer and then restart the installation. 

When I click OK, it continues on an endless loop of the same error message so I'm stuck.

Is it possible to get the factory image and re-image the SSD in the All In One Computer and then start fresh?

Any help would be appreciated.

Here's some information:

Product Number: 577D3AA

Serial Number: 8CQ238002T

Thanks!

[Bill_To]

Greetings @jestochin 

Welcome to the HP Forum.

I hope you previously backed up data.

Your PC's local Windows setup files might be corrupted.

Check your PC's hardware to eliminate a hardware problem.

Start the PC. Repeatedly tap the "ESC" key.

Select "F2". Run extensive system and component tests to confirm: a drive problem, a memory problem, or other component problem.

You should then be able to do a HP Cloud Recovery if the hardware is okay.

Check this HP Site for details.

Regards

[jestochin]

Thanks for getting back to me!

I'm setting up the HP Cloud Recovery App and it wants my product number. As far as I can tell, my product number is 577D3AA but  it says my product ID does not match or is invalid.

I can't get past this to continue setting up the Cloud Recovery App.

[Bill_To]

Greetings @jestochin 

My pleasure.

You need the full product number; xxxxxxx#xxx

Regards

[jestochin]

Sorry to keep asking questions but from "My HP products" page it simply shows the Product number as 577D3AA:

Do you know where I might find the full product number?

[Bill_To]

Greetings @jestochin 

My pleasure.

Try this Link For HP Desktop PCs to get the full product number.

Look at:

- Find Product Number using HPSA.

- Find Product Number using HP System Information.

The format is xxxxxxx-xxx.

Regards

[jestochin]

Thank you for those tips however they require the computer to be running to access. I am in an endless loop of re-install (see earlier post) so I have no computer access. I contacted HP support and they said that 577D3AA is a valid product number so I'm at a loss as to what to do. 

Any help would be appreciated.

[Bill_To]

Greetings @jestochin 

My pleasure.

I forgot Windows is down.

Look everywhere around the PC's chassis for the product number.

The full product number has to be somewhere.

No full product number = no cloud recovery.

You could do a clean Windows installation if you are interested.

Regards

[jestochin]

So I guess the product number on the label is not acceptable, or perhaps Cloud Recovery is not available for this computer.

I'd be interested in a clean Windows installation although I'm pretty sure I've tried that and that's why I'm in an endless installation loop.  I'm happy to try your clean Windows installation if you can advise on the steps. 

Thanks again!

[Bill_To]

Greetings @jestochin 

My pleasure.

Did you run HP diagnostics at startup per my previous suggestion?

A clean Windows installation, using good hardware, should work with only: a monitor, a mouse, and a keyboard.

A Windows reset is not a clean Windows installation.

Check this Site to do a clean W11 installation from a USB drive.

Regards