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- HP Community
- Desktops
- Desktop Operating Systems and Recovery
- Re: Incorrect brand name during recovery process

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03-21-2020 06:53 AM
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.
03-23-2020 05:12 PM
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!
The_Fossette
I am an HP Employee
03-23-2020 06:20 PM
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.
03-24-2020 10:57 AM
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!
The_Fossette
I am an HP Employee