05-09-2020 02:52 PM
Good Day, I ordered my system's recovery disk. When they sent it to me, it is on a flash drive. Our computer crashed, and it was for school work. When I put the flash drive-in, and it was doing well, it finished installing the Recovery. I took the flash drive out, and it restarted when it came back up it asked for the flash drive, I put it back in, and it starts putting more on the computer like the applications, in the middle of that, it comes up and states Failed! Can anyone help with a number to call to get a new one sent me, or return this one for a refund?🤔 I have a case number from a Tech that helped me, and we had to download windows ten from one of our other computers to put it just to get the computer up. I want to know if anyone else has had this problem and what you did to make it fully work.
05-11-2020 10:42 AM
@PSURob88 I understand your concern and I will bring your issue to the attention of an appropriate team within HP.
Although, I'll need some private information from you in order to create a case for you.
Please look for a private message requesting additional information.
Keep in mind not to publicly post personal information (serial numbers, case details, etc...).
If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
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I am an HP Employee
05-16-2020 10:58 AM
@PSURob88 Welcome to HP Community!
I understand that you are unable to perform the recovery using the USB recovery media.
In that case, I would suggest you perform the hard drive test and check.
1) Shutdown the computer.
2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.
3) Press F2 once.
4) Go to Component test.
5) From the list, run the Hard Drive (extensive) test.
If the test is passed, please try one more time to perform the recovery and check.
Keep us posted,
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