Cannot do a system restore for an Envy 13-ba1063

[Thorerik]

I cannot do a system restore. After going through the process all I get is a message that says "There is a problem with this PC" or words to that effect. The local HP rep for repair here in the Vancouver WA area will not accept my PC which is under warranty. He says he quit taking them because HP doesn't pay him for services rendered. I don't know what else to do to fix this computer.

[Paul_Tikkanen]

Hi:

Your PC is supported by the HP cloud recovery tool which you can use on another PC running Windows 7 64 bit or newer and a 32 GB USB flash drive to create a bootable recovery drive that will reinstall W10, the drivers and the software that originally came with your notebook.

Here is an info link for how to use the utility.

HP Consumer PCs - Using the HP Cloud Recovery Tool (Windows 10, 7) | HP® Customer Support

When you check to see that your notebook is supported at the link below, use this product number...

50V32UA#ABA

Cloud Recovery (d34z73bbtpzgej.cloudfront.net)

If you can't download the tool from the Microsoft Store (I don't think you can if you use a PC running W7), I have zipped up and attached the file below.

After you install it, you have to right click on the program file and select 'Run as administrator.'

You enter the same product number as above in the recovery tool's search box.

If you can still get into Windows, back up any files you don't want to lose onto a portable hard drive as this method will format the hard drive and you lose all data on it.

[Thorerik]

Paul,

Cannot download the HP cloud recovery tool from the microsoft store and I don't see the attached zip file you mentioned anywhere. Can you attach to my normal email.  e_thorsen@**bleep**.

[Paul_Tikkanen]

Hi:

The attachment is by that paper clip icon on the bottom left of my post just above the blue 'Reply' button.

[Thorerik]

If I understand the process once I download the tool onto a usb drive and extract it I am supposed to plug it into the laptop and try to boot the computer from the usb drive. This computer is locked up with "Bit Locker". MS has been uncooperative in giving me the key. I have tried to boot from the usb drive but nothing happens. Sorry about being clueless on this.

I did the extraction thinking it would start itself once selected from the boot menus but nothing.

I appreciate your help,

Erik

[Paul_Tikkanen]

Hi, Erik:

You do not install the tool on the USB flash drive.

You have to install the tool on another PC and let it create the USB recovery drive.

You do not install the tool on the USB flash drive.

If you cannot retrieve the Bitlocker key from your Microsoft account, you may have to install a new drive that is not encrypted.

There are some videos on YouTube where folks show you how to reinstall Windows on an encrypted drive.

Whether or not they will work for you, that I do not know.

clean install windows on Bitlocker encyrpted drive - Bing video

I do not believe that you won't be able to use the HP cloud recovery tool on an encrypted drive, but I guess you have nothing to lose by trying it.

[Thorerik]

Appreciate very much your help. If I get it fixed I will post how. 

[Paul_Tikkanen]

You're very welcome.

If you have to resort to replacing the drive, below is the link to the service manual.

Maintenance and Service Guide HP Envy 13 Laptop PC

[Thorerik]

I still have 4 months of warranty on this laptop. Problem is that there seems no way to contact HP (a real live person) to arrange for repair if this is a repair). Both service centers here in the Vancouver WA area including Portland will not take any HP computers for work although they are authorized service centers. I was left with my only alternative of contacting HP but there seems no way to get past the automated AI. I just end up going around and around.

If I replace the hard drive, will the restore process replace the operating system so I don't have to buy one from MS? It seems logical that it would.

Thanks again for your help.

Erik

[Paul_Tikkanen]

Hi, Erik:

No matter what you have to do, one thing you don't have to do is to buy a new operating system.

Your notebook's W11 product key is encrypted in your notebook's BIOS.

You won't need the product key to either use the cloud recovery tool or use the Microsoft W11 media creation tool to clean install W11, or even if you have to replace the 512 GB NVMe SSD.

It is a shame that you can't take your notebook to a local HP-authorized repair shop, and I have no idea how you contact HP when you can't get them on the phone.

I don't know how hard it is to replace the SSD. 

The hardest part would be getting to where the drive is located.

Once you get inside, it should be very easy to do that.

I found this HP service video which may be of help to you.

Removing & Replacing Parts | HP ENVY 13-ba0000 Laptop PC | HP Computer Service | @HPSupport - YouTub...

If none of those YouYube videos work for how to reinstall Windows on an encrypted drive, and you have no choice but to replace the drive, I recommend either of these drives as replacements:

Amazon.com: SAMSUNG 980 SSD 500GB PCle 3.0x4, NVMe M.2 2280, Internal Solid State Drive, Storage for...

Amazon.com: Western Digital 500GB WD Blue SN570 NVMe Internal Solid State Drive SSD - Gen3 x4 PCIe 8...