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10-20-2022 05:56 PM
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.
10-20-2022 06:48 PM
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.
10-20-2022 07:35 PM
|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
( All Software and drivers from HP are included )
Information: Your product number is supported: 2XP17AV
(2) Please report your results
10-20-2022 07:41 PM
|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
See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>
See how it works:
(2) Please report your results ( error messages, take pictures )
( if serial number, device id, UUID, System Board CT Number is displayed, please blur )
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