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Gabbagul
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HP System Recovery USB error

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Envy 750-625rz
Microsoft Windows 10 (64-bit)

About six months ago, I installed an HP M.2 SSD into my desktop, but it failed within 6 hours.  Unfortunately, I had wiped my recovery from the original drive during that time.  HP was thoughtful enough to provide me with a 16GB recovery USB, free of charge, even though my desktop was no longer under warranty.  During the time it took for that to arrive, I was able to bring the PC back to life with it's original HDD using the recovery media from my laptop instead.  The recovery USB HP sent arrived, but I've never been able to use it.  When attempting the recovery process, very early on I get an error.  (see attached photo)IMG_20191124_121054108.jpg

Ideally, I'd like to get a working USB recovery that was specifically HP, for this particular model.  Any help would be greatly appreciated.  Thank you for your time and consideration.

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Riddle_Decipher
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@Gabbagul If the device you've received from HP isn't working, you should be able to get a replacement, although before you request for one, I suggest you ensure this isn't a hardware malfunction that's causing the USB drive to malfunction or shoot out an error, here's what I suggest:

 

Hold the power button for at least five seconds to turn off the computer.

  • Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
  • On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.
  • Click Extensive Test.
  • Click Run once, or Loop until error.
  • While the test is running, the time remaining and test result for each component display on the screen.

If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.

 

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Riddle_Decipher
I am an HP Employee

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Gabbagul
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Thank you for your timely response.  Unfortunately, the version of HP PC Hardware Diagnostics UEFI I have on my PC does not offer an option called "System Tests".  There is Memory Test, Hard Drive Check, Language, and Exit.  I am currently running the extensive hard drive test.  I also did not get an option to "Run once" or "Loop until error", so it seem like this troubleshooting step is meant for another version of the diagnostic UEFI.  I will, however, report any 24 digit failure ID if one shows up.

 

*Update*  The Hard Drive Check has come back clean, no errors.

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Hibb1
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Sounds to me like they sent you the wrong recovery media. Are you able to make your own via the cloud utility?

Have a look here: https://support.hp.com/au-en/document/c06162205

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Gabbagul
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That's a definite possibility.  I have tried making my own, but my 32GB USB drive wasn't big enough apparently, as it only has 29.7GB of usable drive space.  So I'll have to go buy a 64GB USB drive.  (Which is slightly frustrating, since the version HP sent me comes on a 16GB.)

 

*Update*  I tried a different 32GB USB drive and successfully created my media recovery using the HP Cloud Recovery Tool.  Hopefully problem solved.  Troubling that the one HP sent me never worked, would love to know if that error message would help troubleshoot that, but I may not ever need it now, so it's not as critical as it once was.

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