Pavilion g6 - Won't Factory Reset

[VictoriaR42]

Good afternoon!

I have a Pavilion g6 which originally came with Windows 8, then 8.1 and now 10.  

The latest install made my laptop unusable - every time I try and open document folders, etc. they immediately shut down.  Luckily, the laptop failed just as I was finishing a course I was doing, so I haven't missed having a laptop for the last couple of years.  However, I now need the laptop again for my studies, and I don't want to buy a new one when this should still work!

I have tried about 4 times now to run the factory re-set, and each time, it gets about 32% through the process before I get an error message saying it is not possible to complete the re-set.  I have tried both resetting but keeping files and resetting and removing everything (there is nothing particularly important I need on this laptop any more - it is now all out of date, and I couldn't access it any way).  

I have searched the internet, and run all sorts of tests and different things through BIOS command prompts, etc. but absolutely nothing is working.

It is really frustrating since I have lost functionality of the laptop through no fault of my own - just a really poor software install. 

If there is anything else I could try, I would be much obliged, as I am really starting to regret 'investing' in this laptop!

Kind regards

[WAWood · Accepted solution]

@VictoriaR42 

A failing reset is almost always due to a failing drive.

If your PC is new enough to support UEFI, you can use these steps to test the hard drive: http://support.hp.com/us-en/document/c00439024

If not, to check the drive you have to follow these steps:
1) Press Esc key repeatedly, several times a second, while rebooting the laptop. Do NOT hold the key down, just press it over and over.
2) Eventually, you will see an HP Startup Menu
3) Press the Function key for testing the hard drive (usually F2) and let it run.

[VictoriaR42]

Hello!

Thank you very much for your advice.  I followed your instructions and my computer passed all tests which is good news.

I tried contacting Microsoft directly to ask for help, and someone kindly guided me through doing a 'fresh install of Windows 10' which appears to have address the technical problems I was having (for example, File Explorer shutting down approximately 2 seconds after opening, slow running, etc.).

Apparently some computers that upgraded from Windows 8, to 8.1 and then 10 had some sort of missing file that prevented factory resets.

It is wizardry to me!

Thank you again for your help - I really appreciate your time.