Factory reset not partitioning correctly?

[JTByTheSea]

I got my system and partitions all messed up. I've tried both the "System Recovery" and "Factory Reset" options trying to get everything set back to what it was when I unboxed the machine. While the description of these indicates reformattiong/partitioning of the drives to their original, it doesn't appear to be doing that. I'm going to assume I've somehow screwed up the bios? boot records?? maybe UEFI boot??? on both drives????

I want to ENTIRELY reset the drives (SSD and HDD) and CLEAN reload. I have the HP Recovery USB I made when I received the machine.

Any help greatly appreciated.

[WAWood · Accepted solution]

@JTByTheSea 

Hello;
Allow me to welcome you to the HP forums!

You clearly have a 120GB SSD (to hold the OS) and a 1TB HDD (to hold everything else), and I would PRESUME that the reset USB stick would reformat both -- but I am not personally familiar with these dual-drive PCs and how the resets work.

Since your PC is new, my suggestion is that you contact HP Customer Support (or HP Technical Support directly) and have them walk you through the restoration process. I don't want you erasing the 1TB HDD if the restore does not repopulate it.

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 (650) 857-1501.

Tech Support's number is 1 (800) 474-6836.

Good Luck

[JTByTheSea]

Thank you WAWood. I'll give them a ring.