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Restore media failure - Incorrect brand name

HP Recommended
Pavilion AIO 24 - a020xt
Microsoft Windows 10 (64-bit)

The hard drive in this AIO died so I replaced it with the same size (500GB) Samsung SSD.  I ordered the restore media from HP using their web form and entered the appropriate serial number and model number.  Now that I have received the USB drive and started the restore process I receive the following error:

Incorrect brand name [Unknown]

Expected brand name [Pavilion]

 

According to the HP support website this computer is NOT supported by the Cloud Recovery tool or I would have attempted to use it first.

 

What to I need to do to get past this error and get Windows and the other software installed????

 

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Paul_Tikkanen
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Hi:

 

Unfortunately, I don't think there is anything you can do.

 

Recovery media is like a light bulb.  It either works or it doesn't.

 

The only suggestion I can offer if you need to get your PC back online would be to create a bootable W10 installer using the media creation tool at the link below.

 

https://www.microsoft.com/en-us/software-download/windows10

 

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-a000-all-in-one-desktop-pc-series/10...

 

Then I suggest you contact HP and request a refund for the non-working recovery media.

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Paul_Tikkanen
Level 21
Level 21
132,361 122,538 20,149 30,904
Message 2 of 4
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HP Recommended

Hi:

 

Unfortunately, I don't think there is anything you can do.

 

Recovery media is like a light bulb.  It either works or it doesn't.

 

The only suggestion I can offer if you need to get your PC back online would be to create a bootable W10 installer using the media creation tool at the link below.

 

https://www.microsoft.com/en-us/software-download/windows10

 

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-a000-all-in-one-desktop-pc-series/10...

 

Then I suggest you contact HP and request a refund for the non-working recovery media.

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itc-inc
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Thanks for the confirmation.

 

I installed Windows from a Media Creation USB and manually loaded the drivers from the HP website.  The computer is up and running again.

 

Will now be contacting HP for a refund.

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Paul_Tikkanen
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You're very welcome.

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