Cannot properly boot HP Spectre laptop after Windows 11 update. Can HP recover my data before reset?

[McScroggz]

Hello,

A few weeks ago my laptop was set to upgrade from Windows 10 to Windows 11. After a lengthy process it completed its install and hung on a black screen for a while. It would no longer properly boot up. Usually I could get it to the Home Screen (sometimes after hard resetting a couple of times), but I cannot functionally do anything. I can’t save files, open up a web browser, literally anything.

I took my laptop to a repair shop and they said there was an issue with the install and that all they would be able to do is reset my computer to factory settings because the laptop has a leather case that is attached to the chassis. Well, that’s spending over $100 and I lose all of my files - including work and recreational projects I’ve spent A LOT of time and effort on. 

I purchased the laptop from HP just over two years ago. I can’t access the serial number to contact customer service because my computer won’t open up the window. I just want to know if HP is able to recover my data and reset my computer to a functioning state (and how much it will cost). 

Can anybody help me with this? It’s frustrating to not have a “talk to a real person” button available. 

[Nirvana_95]

Hi @McScroggz

Welcome to the HP Support Community. Thanks for bringing this to our notice.

I see that you are facing battery-related issues on your system. Do not worry, we are here to fix it.

Did you make any hardware or software-related changes to it apart from Windows 11 update?

Here is a link that will help you backup date from your system: https://www.youtube.com/watch?v=Orm1iSb7FdI 

Once it is done, use a USB drive and perform an Operating System reinstallation on it. You may use the link here: https://support.hp.com/in-en/document/c04346420 

Hope this helps! Keep me posted. 

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