Restore media failure - Incorrect brand name

[itc-inc]

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????

[Paul_Tikkanen · Accepted solution]

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.

[itc-inc]

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.

[Paul_Tikkanen]

You're very welcome.