I cannot reset my pc

[Gollum74]

I am trying to reset my pc. Around 13% into the process it grinds to a halt with the message that there is a problem and nothing has been changed. The pc passes system tests, so there is apparently no hardware problem.

[sandytechy20]

@Gollum74 

Welcome to the HP support community.

I understand that you are trying to reset the computer, I am glad to assist you.

How are you trying to reset the computer?

Meanwhile:- 

You can perform a cloud recovery to fix this issue.

Here are the steps:- Click here

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[Gollum74]

Thank you for this. I guess my difficulty had its seeds in the fact that I was using an external hard drive.

I am nervous about continuing. My problems started with a RAM failure, which has been fixed. The pc was previously running very slowly, apps taking several minutes to load and frequently stalling ("not responding"), which made the business of using it very tiresome. For most of my work I use Microsoft 365. With the RAM fixed the pc seems to be working properly  and has passed all the tests in the HP Recovery Utility, but it is still very slow and "not responding" continues to aggravate. My hope was that a reset would help to speed things up, but I recall how disappointed I had been when I purchased it 3 1/2 years ago to replace a 10 year old Windows 7 pc. When I bought that (upgrading from Windows XP) I was astonished at its speed. By comparison, even when new the Windows 10 pc was dreadful, NOT an improvement. I am doubtful that a reset will produce a better result and propose to hang fire as long as the pc limps along.

For future reference I have backed my files onto an external drive using file manager. Would recovering them onto the pc 

after the reset cause problems?

[sandytechy20]

@Gollum74 

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers