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ArchivedThis topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.
ngosse
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HP Recovery USB not working

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Pavilion dv7t Select Edition
Microsoft Windows 10 (64-bit)

Bad HDD, replaced the HDD with a new one. Then ordered HP Recovery Media from HP (usb drive). Switched the boot order to boot from the usb drive first. The computer boots up and says "Loading Windows Files" Windows acts like it's loading and then what I assume is the Recovery Media control panel only "kind of loads".

 

What I mean by kind of is the only thing I am able to view and click on is the red x in the top right corner. It then asks me if I want to exit the recovery media and reboot when I click on the red x. I'm not sure if the usb/recovery media is bad or what.

 

I've done a DPS self test and it came back with a code 0, which means successful. So I don't think it's anything to do with the HDD.

 

Any thoughts? Thanks!

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Jeet_singh
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Hi @ngosse,

 

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for the First Time Here? Learn How to Post and More.

 

As I understand you are having trouble performing recovery using HP recovery media on your HP notebook. I'll be really glad to help you with this,

 

Since you have already tried running the test, I would personally suggest you contact our HP phone support so that they can check if it's an issue with the USB drive or incompatible hard drive.

 

Please fill in the product details to get the tech support number. 

 

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone numberCase number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

 

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

Regards,

Jeet_Singh
I am an HP Employee

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ngosse
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Thanks for the response, but this isn't helpful at all. My only option is to join the HP support forums, which is why I'm here. My warranty has expired. I purchased the HP Recovery Media and called HP after having this problem.

 

They were unable to give me any help whatsoever because my warranty expired. I think HP should at least help me determine if the USB drive that they sent is bad and should send me a new one if that's the case.

 

HP wanted to charge me $100 just to see if they could help.

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Jeet_singh
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Hi @ngosse,

 

Thank you for posting on the HP Support Forums,

I have brought your issue to the attention of an appropriate team within HP. 

 

They will contact you shortly and likely request information from you in order to look up your case details or product serial number. 

Please look for a private message from an identified HP contact. 

 

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

 

If you wish to show appreciation for my efforts to help you out, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

 

Regards,

Jeet_Singh
I am an HP Employee

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ngosse
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Unfortunately I have not received any response yet...

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mdklassen
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> help me determine if the USB drive that they sent is bad ...

 

Do you have another PC?

 

If so, connect the memory-stick to that computer, and boot that computer from the memory-stick.

 

Of course, STOP at the first screen that is displayed, i.e., DO NOT CLICK "OK" or "NEXT" or "INSTALL".

 

At this point, NOTHING has been written to the disk-drive that is installed in that computer.

If the boot-process gets that far, you can assume that the memory-stick is OK.

 

Hold the ON/OFF button down for 10 seconds, to "hard-power-off" the computer.

Then, remove the memory-stick.

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ngosse
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Thank you for the reply @mdklassen.

 

I switched the boot order on another computer I have, inserted the USB drive and booted.

 

The results were exactly the same.

 

At the end, the same blue screen appeared without any options.

 

Thanks

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