Windows 7 recovery

[grepri61]

I'm trying to help my Mother,   she has a Compaq CQ2014 PC Desktop. it has 3 recovery discs and a supplemental recovery disc. I ordered the discs through HP to do a complete system recovery.  (Windows 7 Home Premium 64bit)

The 3 discs run no problem, as the system comes up it request that you load Norton and update.  Next the instruction tell you to run the window updates,  (that's where the wheels come off).  I'm unable to run the updates and when i run the Mircosoft Update Troubleshooter it gives me a 0X80070003 Error Code.

I have internet connectivity however it will not run the updates or the Mircosoft Fixit program.

I have Comcast Internet service,  the light on the back of the modem (where the CAT 5 cable connects) flashs red instead of green like the other computer hardwired to the modem.

The  Supplmental Recovery disc,   it is not mentioned in the instructions and doesn't appear to do anything.

any help would be appreciate  

[TheOldMan · Accepted solution]

Since the supplemental disk does not seem to run, it might be that the drivers have not been installed.  If you check in Device Manager, it will indicate if the drivers are missing.  Then with a working computer, the drivers are found on THIS PAGE. download them to a CD or USB flash drive and install on this non-working computer.

BTW: Norton is well know to cause problems when it is out of date.

[grepri61]

thank you very much for the quick responce,  i updated the drivers and uninstalled Norton.  I have internet connection however it still will not run the windows update or the Fix it.

While attemping to run fix it ihe message "Unable to download troubleshooters, please check your internet conection" appears.

And it still will not run the HP Supplemental disc.

Thank you in advance.

[TheOldMan]

In the first post "I have Comcast Internet service,  the light on the back of the modem (where the CAT 5 cable connects) flashs red instead of green like the other computer hardwired to the modem."  Is that still occurring?  If yes, then there is still something wrong with the internet.  Lets start with that. 

Then: Also, did you look in "Device Manager"?  I do not think anything on the supplemental disk will help with this.  Since I am not an HP employee, I cannot answer with certainty but the supplemental disk just has drivers and maybe some special software add-on for that particular model.

[grepri61]

the comcast modem light is still red,   the drivers appear to be there however they will not update.

[TheOldMan]

With the light still red, that means there is not communications , so nothing is going to work that requires internet.  What does the device manager say?

[grepri61]

It just runs (nothing happens},  no error codes,  i can get out to google and so on no problem.  It will even download some programs,  however does not allow windows update or run any of the drivers updates. 

[TheOldMan]

I have asked several times "what does Device Manger say?"   Please answer that question.  Instructions on How to Open Device Manager

[grepri61]

I aplogize.  when I open the device manager the screen shot displays what I see.  I'm not certain which folder or what i should be looking for. Device manager version 6.1.7600.16385

[TheOldMan]

I cannot see a screen shot.  It has words indicating perhaps the screenshot was not inserted correctly?