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‎03-25-2020 04:45 PM

HP Recommended
Product: HP Pavilion 24-214b All-In-One
Operating System: Microsoft Windows 10 (64-bit)

Trying to run a system recovery using a recovery media bought through HP. On the second phase of recovery (when drivers and software is being reinstalled) getting an CTOerror. First, the window pops up saying that the recovery attempt has failed.  Please choose one of 3 options. 3 buttons are Save Log, Details, Retry. When clicking on details, this is what is seen: 

FF2E934F-3AA2-4193-AA8F-F9DA67661D19.jpeg

 I have tried resetting the BIOS to defaults, replacing the HDD, using another copy of the recovery media that I got for this computer. No luck.

 

NOTE: Nothing is connected to the PC.

 

All hardware diagnostics pass.

 

an identical computer with this same issue has been shipped to Asurion (Amazon’s warranty). They were able to recover it with no hardware change. 

what am I missing?

4 REPLIES 4

‎03-25-2020 06:54 PM

HP Recommended

Hi:

 

it sounds like you have done everything possible.

 

So...you should be able to get your PC to work again by reinstalling W10 for free by creating a bootable W10 USB installation flash drive using the media creation tool at the link below.  Select the 64 bit media.

 

After W10 has completed installing, you can install the drivers and available software from your PC's support page.

 

https://support.hp.com/us-en/drivers/selfservice/hp-pavilion-24-b200-all-in-one-desktop-pc-series/13...

 

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‎03-29-2020 02:34 PM

HP Recommended

True, I know I can do that, however, I want to figure out what’s going on with using the recovery media? It seems like the recovery image that this media was made from has had sone issues and it needs to be fixed by HP.

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‎03-29-2020 03:04 PM

HP Recommended

Then you will need to contact HP, at the link below.

 

https://support.hp.com/us-en/contact-hp/

 

This is a peer to peer forum.

 

You can also contact the HP executive team at the link below.

 

https://ssl.www8.hp.com/us/en/contact-hp/connect-with-hp.html

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‎03-30-2020 08:02 PM

HP Recommended

I figured it out. My board doesn’t contain the proper information in the bios. It has never been replaced. I would need to use a tool to update the bios with the board information. The tool I have is kind of old. Is there a way to get a newer tool? 

44016BAE-1637-4CB8-ACA7-FAD31CECF9C2.jpeg

 

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