Corrupt HDD partition

[Edawg830]

Hi. I'm a computer support professional and usually don't have this kind of problem. But I'm scratching my head over this one. The computer is a 17t-cn100 CT0 and has an Intel I-7 processor. The current BIOS is listed as AMI BIOS version F18a.

This started with a customer with a computer that was non-bootable due to having completely jacked up their MS account. It was so bad that Windows needed to be recovered. But then the problems really started. I went into the recovery environment and couldn't reset because of the messed up MS account preventing it.

So I tried reinstalling Windows from a USB drive. Then I found out that the Windows install couldn't detect the drive. I then downloaded hard disk drivers from HP and tried to get the Windows installer to use them. The install media said that a compatible driver wasn't in the folder. Assuming that maybe the BIOS was just not working right, I next tried updating the BIOS. But I can't.

The HP instructions for a BIOS update say to find the update section in BIOS and select the option to check for an update. There isn't an update option in BIOS. I downloaded the BIOS update from HP and installed it on a USB drive. The instructions said to use the ESC key to get into the start menu and F2 to get into the hardware diagnostics. There I was supposed to find and select the BIOS/firmware option. There isn't any such option in that menu.

The USB drive doesn't have a way to boot into a BIOS recovery mode, so I'm stuck. I've searched everywhere, but can't find specific instructions for this computer and it doesn't have any of the tools it's supposed to.

[ub6424]

Hello @Edawg830 

Sorry to hear that you are having problems ... I would like to help you.

Let me check your basic system configuration.

To help you I just need to know the product number (p/n) xxxxxx#xxx of your notebook !

It looks something like this:

You will find this information on the back/rear of your notebook in small alphanumeric letters.

Kind regards

[Edawg830]

Product # 2XP17AV

[ub6424]

Hello @Edawg830 

HP Cloud Recovery

(1) Please reinstall your operating system !

You need (another Windows computer) to prepare bootable <USB flash drive>

 An unused or empty USB flash drive with at least 32 GB storage capacity is required.

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10

Take time and follow

https://support.hp.com/us-en/document/ish_4511095-4511141-16

( All Software and drivers from HP are included )

Information: Your product number is supported: 2XP17AV

(2) Please report your results

[ub6424]

Hello @Edawg830

Before you get on the saddle and start the installation, please send me the <HP Diagostics UEFI> results ...

(1) Test your hardware Using the HP PC Hardware Diagnostics (UEFI)

--->>> Perform Extensive Tests

https://support.hp.com/us-en/document/ish_2854458-2733239-16

See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

(2) Please report your results ( error messages, take pictures )

( if serial number, device id, UUID, System Board CT Number is displayed, please blur )