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goping
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Message 1 of 3
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System Recovery

HP Recommended
HPE-410f
Microsoft Windows 10 (64-bit)

I am trying to perform system recovery to have my computer set to the factory settings.  Once the computer starts the process and restarts the first screen that appears is to set my keyboard configuration.  There is no mouse curser on the screen so I am unable to select a keyboard configuration so the recovery process can proceed.  All I wish to do is have the computer reset to its factory settings so I can dispose of it.

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WAWood
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Message 2 of 3
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HP Recommended

@goping

 

Hello;

Allow me to welcome you to the HP forums!

 

According to the HP product page for your PC, the latest OS version it came with preinstalled was Win7, not Win10 -- which means you must have done the Win10 Upgrade -- and this presents serious issues when trying to do a Restore.

 

The Win10 Upgrade is know to corrupt the Recovery partition stored there by the OEM that built the original machine. This pretty much guarantees that no HP Recovery is going to work: http://h30434.www3.hp.com/t5/Desktop-Video-Display-and-Touch/HP-Recovery-Manager-Blocked-After-Windo...

This means that RESET no longer works on your laptop due to your doing the Win10 Upgrade.

To actually restore your PC to its original condition, you need something known as HP Recovery Media.


HP Recovery Media is a set of DVDs and a CD, or USB stick, that will erase the hard drive (removing all data, settings, and applications, reinstall the original OS, drivers, and some HP Utilities. In some cases, you may be able to order a USB stick instead of disks. You have to order these from HP; they can not be downloaded.

You can look online for Recovery Media starting with the linked paged: http://support.hp.com/us-en/drivers

Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click "Update". If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the "+" symbol to expand that entry and click on Order Media for details.

Or, if you prefer, you can do the same by contacting HP Customer Service:

If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!

If you have trouble finding a phone number, then try: 1 (800) 474-6836

If HP no longer provides Recovery Media for your model, a couple of other sites you can check are: http://www.computersurgeons.com/ and http://www.restoredisks.com/

Once you have the media, read through this: http://support.hp.com/us-en/document/c00006110

Good Luck

***If my post helped, click the thumbs-up symbol to say thanks***

***Please mark Accept As Solution if my post solved your problem***

I am a volunteer and I do not work for, nor represent, HP
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mdklassen
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HP Recommended

 

 

> There is no mouse curser on the screen so I am unable to select a keyboard configuration.

 

Curses, indeed.  🙂

 

Be sure that your USB-interface mouse is plugged-in to a USB 1.1 or USB 2.0 port, not to a USB 3 port.

A USB 3 port can be physically identified in two ways:

* the plastic tab "inside" the port is BLUE, not BLACK,

* a label near the port has 'SS' ("super speed") lettering adjacent to the "multi-tined-pitchfork".

 

Also, try the UP-ARROW and DOWN-ARROW on your keyboard, to open the "pull-down" menu of choices, and to highlight your selection.

 

If there is more than one "input-field" on the screen, use the TAB character to jump to the next field.

 

Note that the 'Next' button (at bottom-right of the screen) has one "underlined" letter, e.g., Next

Without a working mouse, you can hold down the ALT key on your keyboard,

and then press the underlined character, e.g., 'N', to effect a "click" on that button.

 

 

 

 

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