Post new question
Question
Reply
 
Honor Student
Posts: 4
Member Since: ‎12-25-2016
Message 1 of 7 (1,915 Views)

Need Recovery CD

[ Edited ]
Product Name: Product number: M6K56AV
Operating System: Other

 

Whenever I try to start my laptop I am getting error message on blue background. I opened a HP case but they also could not able to resolve HP Case ID #: 4779837289

 

I am hoping recovery CD might help fixing this problem. Please could you send it across the link for the same.

 

Your PC ran into a problem and needs to restart. We'll restart for you.

 

ex of some of the error codes:

SYSTEM_SERVICE_EXCEPTION(fltmgr_sys), ATTEMPT_EXECUTE_OF_NONEXECUTE_MEMORY, UNEXPECTED_KERNAL_MODE_TRAPDPC_WATCHDOG_VIOLATION ETC.,

 

Product details:

Product description: HP Pavilion Notebook - 15t-ab100 CTO (ENERGY STAR)
Product number: M6K56AV
Serial number: [Personal Information Removed]

 

[Personal Information Removed]

 

Reply
0 Kudos
HP Support Agent
Posts: 8,532
Member Since: ‎07-26-2016
Message 2 of 7 (1,871 Views)

Re: Need Recovery CD

 

Hi @Lokesha,

 

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for First Time Here? Learn How to Post and More.

 

As I understand you are getting an error message on startup and you want to order a set of recovery media for your HP laptop. Don't worry as I have a few steps to help you get through this concern,

 

Please attempt these steps below:

 

Perform a Hard Reset

 

Run the extensive test on the Hard drive and Memory from F2:

 

Depending on the test results, if all the test passes you can try to perform recovery using the partition available on your PC through F11. Please remember doing this will delete all the data and the computer will be set to the original factory shipped condition. If this option is not working, which means either the system file is missing or file is corrupted.

 

The only other way to install Windows would be to order the recovery media for your laptop and using the recovery media you can install Windows. You can check if the recovery media is available online on www.hp.com/drivers by entering the exact model no. of your laptop. To find the exact model no. click here: http://hp.care/2bygf7l

 

Otherwise, you could also reach HP phone support to order the recovery media. Please fill in the product details to get the tech support number.

 

What you can do, is 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: http://support.hp.com/us-en/contact-hp
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 on HP contact options - click on Get phone number 
Case number and phone number appear. 

 

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. 

 

If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.

If you wish to show appreciation for my effort, please click the Thumbs up icon at the bottom of my comment.

 

And I Hope you have a good day, Ahead.

 

Regards,

Jeet_Singh
I am an HP Employee

Honor Student
Posts: 4
Member Since: ‎12-25-2016
Message 3 of 7 (1,805 Views)

Re: Need Recovery CD

 

 

 

 

I already did all the preliminary actions before posting the request here. Followed all the steps mentioned below, contacted HP support specialist (HP Case ID #: 4779837289).

 

 

Having this issue from almost last 2-3 months and reached HP support specialist, HP technical support office but nothing helped in the mean time warranty got expired on December - 10.

 

HP support specialists asked for recovery CD but we didn't have it and they have closed the case / ticket.

 

Only hope that we have to resolve this issue with recovery CD. Please could you help in getting the same? Do we need to pay for it and how much we need to pay if yes?

HP Support Agent
Posts: 8,532
Member Since: ‎07-26-2016
Message 4 of 7 (1,800 Views)

Re: Need Recovery CD

 

Hi @Lokesha,

 

Thank you for the update,

I appreciate your time and efforts, As I understand you have already tried the steps suggested and still having the same issue. Don't worry I'll try my best to help you with this,

 

I did check on the support website and found the link to order a set of recovery media online. Here is the link. Yes, there would be a charge involved on purchasing the recovery media. 

 

Read this before ordering your Recovery Discs! (US and Canada Only) - Click here

 

Keep me posted,

If the information I've provided was helpful,

give us some reinforcement by clicking the solution and kudos buttons,

that'll help us and others see that we've got the answers!

Good Luck.

Jeet_Singh
I am an HP Employee

Honor Student
Posts: 4
Member Since: ‎12-25-2016
Message 5 of 7 (199 Views)

Re: Need Recovery CD

[ Edited ]

As per the instructions, I bought the recovery media & below is the details of the recovery media. 

 

Tried to take help from HP support center in India but they couldn't help. They mentioned that the recovery media is corrupted. Any help will be appreciated.

 

Recovery Media Product Number:
856253-002
Description of Recovery Media:
USB-WINDOWS 10 64-BIT RECOVERY KIT
 

 

HP Support Agent
Posts: 7,607
Member Since: ‎07-27-2016
Message 6 of 7 (180 Views)

Re: Need Recovery CD

@Lokesha

 

I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options, if any.  You should be contacted within 4 business days (Excluding holidays & Weekends).  

Response times may vary by region. Please send a Private Message, if you aren’t contacted within 4-5 business days.

MKazi
I am an HP Employee

If you find this post helpful then you can help others find the same solution by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

Honor Student
Posts: 4
Member Since: ‎12-25-2016
Message 7 of 7 (172 Views)

Re: Need Recovery CD

[ Edited ]

Sure MKazi,

 

Thank you for the updates.

 

I bought that laptop and gave it as a gift for my brother and he is in India. He just used it for 3-4 months and now it is almost like dead now. 

 

My brother contacted few of the HP support centers in India but all of them told him that the recovery media is not available in India so I had to buy the media from USA and send it accross to India but eventually that also didn't help as per HP support center guys, the recovery media was corrupted.

 

It would be great if India HP support team can reach him directly? or else If I need to again buy recovery media and send it accross to India really annoys me.

 

Below is my brother details

 

[edited]

 

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation