Incorrect brand name during recovery process

[Evimero]

I purchased a USB recovery disc from HP using my serial number. During the process I get an error message saying 

Incorrect Brand Name (unknown)

expected brand name from FB (pavilion)

please check mode name or feature byte.

when I check the feature byte in the BIOS it matches exactly what it’s printed on computer and on HP parts website. 

Please advise.

[Evimero]

 

[The_Fossette]

@Evimero,

Welcome to the HP Support Community!

I reviewed your post and I understand that you are getting incorrect brand name error while doing a recovery on the computer.

Don’t worry, I assure you I will try my best to get this sorted.

Did you contact support and ordered the recovery media?

Meanwhile, I recommend you follow the steps in the below article and check if it helps.

https://support.hp.com/us-en/document/c06162205

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[Evimero]

Yes I did order a HP Recovery USB, which I had to put my serial number in to order it. That’s when I get the error msg states above, is when I try to use it.

I also tried to download the HP Recovery cloud and when I put in my serial number of 8CC7120HLY, I get that it is not valid. 

[The_Fossette]

@Evimero,

I recommend you contact support and they will assist you in this regard.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Cheers!