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×InformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center. -
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×InformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center. -
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04-06-2024 12:02 PM
My son upgraded the operating system from Windows 10 which came pre-installed on my desktop to Windows 11 without confirming that the PC could support the new operating system. I am now unable to get into Windows to check for updates after already trying to install updates unsuccessfully. I am now not able to even get the keyboard and mouse to function when the PC is on its home screen. I have already tried all the system tests and everything has received a pass result. Does someone know what the command prompt is for me be able to be able to enter into the command prompt window to get the system to restore?
04-06-2024 12:08 PM
Boot into safe mode and try the recovery option that way..
Start your PC in safe mode in Windows - Microsoft Support
Follow the instructions under the 'From a black or blank screen,' which is the equivalent to what you are experiencing now.
04-07-2024 03:12 PM
Hi Paul,
Thank you for the prompt reply. Unfortunately I am unable to even get to the start menu because when the pc starts Win 11, it only shows the home desktop screen and I'm unable to use the keyboard or mouse. After restarting multiple times, I've also tried pressing the ESC key and made it to the screen where you can select the Troubleshoot option, but I do not have the "blue or black screen" option you referenced. I have also tried all of the "repair" or "recovery" options in the menu and still no luck (upon restart it just brings me back to the home screen where the keyboard and mouse don't work). Side note, when using the cmd prompt option, none of the commands Iv'e tried are recognized (msconfig, system recovery...).
Do you have any other suggestions?
04-07-2024 03:22 PM
You're very welcome.
Under the circumstances, I recommend that you use the HP cloud recovery tool to make a bootable USB recovery drive that will reinstall Windows, the drivers and the software that originally came with your PC.
Here is an info link for how to use the utility. You will need a 32 GB USB flash drive to create the recovery media with.
HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10 | HP® Customer Support
You can download the software from the Microsoft Store.
HP Cloud Recovery Tool - Microsoft Store Apps
Since you have to use the utility on another PC, you will need to enter the notebook's product number in the tool's search window in order to proceed to make the recovery media.
Your PC's product number is 9ED82AA#ABA