"Error: Incorrect brand name" when attemping HP Cloud Recovery Tool Factory Reset

[SusieLan]

HP ENVY Desktop - 750-555qe

Product #: V9B59AA#ABA

We're attempting to Factory Reset our HP Envy (see specs above) via the following steps:  

1. Downloaded HP Cloud Recovery Tool from the Microsoft App Store
2. Created a new USB boot disk from HP Cloud Recovery Tool on 11.26.23 using Product ID: V9B59AA#ABA.  This Product ID was “found” by the HP Cloud Recovery Tool for Windows 10 Home.
3. On booting to USB drive, successfully goes through all three steps of transferring from USB drive, then states it will now go through multiple reboots ("remove all external devices")
4. After a series of shutdowns and bootups where it's making steady progress on the progress bars, it then goes to a blue screen then says “"Recovery Manager: The recovery attempt has failed. Select one of the following buttons".
5. Under the Show Details, it displays a file called "CTOError.flg” with the following information:
   Component: Windows 10 PIN Diagnostic Tools ReD - CPS 
   Timing: FactoryUpdate 
   Error: Incorrect brand name 
   Next Step: Please check Model Name or Feature Byte

We've done this process twice now, get the same results both times.  We've verified the Product ID on the bottom of the PC.  

How do we get past this error to finish the Factory Reset?

I've done multiple searches here in the forum and didn't find this specific case.  Thanks!

[Paul_Tikkanen · Accepted solution]

Hi:

I doubt you will be able to.  It's unforgiving when it returns an error like that.

If you can't get it to work, you can always clean install W10 for free by making a bootable USB installation flash drive with the media creation tool from the link below.

Download Windows 10 (microsoft.com)

After W10 has completed installing, you can install the drivers and available software from your PC's support page.

HP ENVY Desktop - 750-555qe Software and Driver Downloads | HP® Support

[SusieLan]

Paul,

Thanks for the reply, and helping us determine next steps.  We'll proceed with trying to install W10 with the link you've offered below.  Then we'll add the HP pages from the other link.  Appreciate you making it easy for us.

[Paul_Tikkanen]

You're very welcome.

[obarretov]

Hello Paul, I am glad I can reply you in this matter. I have somthing to share with this forum : 

I used hp recovery tool for install fresh WIN10 home into 15-bw073nr  since  the bootable USB drive made with MCT from MS did not work : when I try to boot & start the install, screen was filled a lot of "noise", nothing could be seen & could'nt be done after that, I googled the issue and I found I can do the install via hp recovery tool (HPRT)

I did the procedure as explained in this forum but it took me almost 2 hours to complete the install.  Everything was good.

But I checked the files in bootable USB drive made with HPRT, i saw that almost all files are similar to the ones contained when you create bootable USB with MCT, except the "Preload" folder which IS NOT present in bootable USB made with MCT.

The content in Preload folder is several  *.swm files (totalling around 10 GB)  which I think are the image HP did for especific model you have.   Those files are the split image files made from original install.wim.  I found out 18 *.swm files:  base.swm, base2.swm, base3.swm ... base18.swm. MS has the proper commands to handle these *.swm files

I did the following to install fresh WIN10  from HPRT with those split files WITHOUT using ALL process which took me 2 hours :

1. I did a winPE bootable usb, fortunately, this usb drive booted all way and no "rain"  appeared

2. I put the "preload" folder in that usb drive 

3. I booted from winPE drive and partitioned SSD with diskpart (I used a script to do that)

4. I  applied the split image with DISM command (I used a .bat file to do it, but you can write the command)

5. I recreated boot sector (mandatory when you apply image, you have to  write a command too)

6. Done ...  install  took me 15 minutes (instead 2 hours) 

I know I explained very brief, if anybody wants more detail, please let me know

Pretty sure this can help problem SussieLAN had, much better than MCT, everything is intalled strightforward (drivers, hp apps, etc) even Office is installed in the process (you have to buy the license, of course).   Regards