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‎11-03-2020 12:15 PM

HP Recommended
Product: HP ENVY Desktop
Operating System: Microsoft Windows 10 (64-bit)

I for the last couple of days have been trying to reset my computer but every time I have failed with a message saying "there was a problem resetting your pc no changes were made". I have no idea how to fix this i watch youtube videos explaining how to fix it tried those and didn't work. I even tried to install a new Windows 10 version but said it could not mount whatever that means. Can someone please help me fix this issue that I'm having?

1 person had the same question
3 REPLIES 3

‎11-03-2020 03:10 PM

HP Recommended

Hi,

 

What's happening? Why are you trying to reset the PC?

 

You can't reset Windows 10 and you can't install Windows 10 clean on the current HDD.

 

I would look at trying to install W10 clean on a known good replacement HDD or SSD.

 

Regards.

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‎11-03-2020 06:10 PM

HP Recommended

I'm trying to factory reset the pc but It always says the same error message. Some Youtbue video said that getting a new version of Windows 10 would help. I just can't get the computer to reset, it ALWAYS has the error message

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‎11-03-2020 06:40 PM - edited ‎11-03-2020 06:42 PM

HP Recommended

Hi,

 

I thought you tried installing a newer version of Windows 10 but the W10 installer could not mount the HDD.

 

This suggests you have a hardware problem or malware.

 

Go here (Link) to create W10 installation media. Try again. Try a new storage disk.

 

Run HP Diagnostics (Link) to check hardware.  You did not provide a product number, don't know the age of your PC. Your PC could have UEFI diagnostics or Vision diagnostics.

 

Regards

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