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01-30-2017 01:07 PM
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!
01-31-2017 11:48 AM
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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,
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I am an HP Employee
01-31-2017 11:57 AM
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.
01-31-2017 12:23 PM
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).
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I am an HP Employee
02-02-2017 11:58 AM
> 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.