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Need help

HP Recommended
HP envy Phoenix 2 tb
Microsoft Windows 10 (64-bit)


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If the internal reset function will not work, you have to resort to resets using external media.


---------- Factory reset using internal HP image ----------
HP preloads most PCs with a compressed Windows Image that can be used to completely restore the PC to its original condition. This image is contained in the Recovery partition, and if it is intact, it will generally work well.

To do this, you press the Esc key repeatedly while rebooting and when the HP Startup Menu appears, you select the option to do the reset -- usually F11. This will take a couple of hours or more to complete and when done, your PC will start over with initial setup screens. That means that EVERYTHING previously on your PC will have been erased: accounts, settings, personal data, applications, drivers.

NOTE that the disk drive has to be in excellent condition or this will fail. So, BEFORE you do this, instead of pressing F11 as above, press F2 to run diagnostics. If the disk test passes, you should be able to run the reset.

---------- Factory reset using external HP image you make ----------
HP provides a Cloud Recovery tool that you can use, together with a 32GB USB stick, to create your on HP reset media.

Here is the link:

This works the same as the factory reset described above.

---------- Factory reset using external HP image you buy ----------
For those PCs not supported by the Cloud Recovery, in some cases, HP offers Recover Media for sale. This can not be downloaded; instead, it must be ordered from HP.

HP Recovery Media is a set of DVDs and a CD, or USB stick, that will erase the hard drive (removing all data, settings, and applications, reinstall the original OS, drivers, and some HP Utilities.

In some cases, you may be able to order a USB stick instead of disks.

You can look online for Recovery Media starting with the linked paged:

Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click &quot;Update&quot;.<br><br>If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the &quot;+&quot; symbol to expand that entry and click on Order Media for details.

Or, if you prefer, you can do the same by contacting HP Customer Support.

HP contact info:

If HP no longer carries the media you need, another site you should check for HP Recovery Media is:

These work the same as the factory reset described above.

***If my post helped, click the thumbs-up symbol to say thanks***

***Please mark Accept As Solution if my post solved your problem***

I am a volunteer and I do not work for, nor represent, HP
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yes ??



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