CoPilot+ features lost after System Recovery

[Yafun]

I had to rebuild my HP Omnibook 5 16" AI Laptop - AMD Ryzen AI 7 after a rogue AI Agent in VSCode wiped my disk.
I have used the HP Cloud Recovery tool TWICE ! 
As part of the recovery process the HP Cloud Recovery process asks for the model number of the laptop so that it can install the relevant OS along with the model specific features.
In both cases Windows is recovered successfully and all seems fine EXCEPT the CoPilot+ packages are not recovered/reinstalled, just a vanilla Windows 11 installation.
This means that the dedicated CoPilot button on the keyboard simply opens a window saying "CoPilot needs an update. We're getting it for you..." - but it never does (I've left it running all day while I worked on other things.)
It turns out that ALL the CoPilot+ packages are missing which means that the NPU will never be used as Windows is missing the necessary access.
Making this a vanilla Laptop - NOT an AI Laptop.

Any help will be most gratefully received.
jon

[Jerry_57]

Hi @Yafun,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to help you.

It sounds like Windows was restored, but some Copilot+ / HP AI-related features were not reinstalled.
 

• HP AI Companion is preinstalled on supported HP Copilot+ PCs and updates through the Microsoft Store. If it was removed, it can also be downloaded again from the Microsoft Store.
   
• The app is only available to download on HP Copilot+ PCs with an NPU of 40–60 TOPS.
   
• To use HP AI Companion, you must create or sign in to an HP account.
   
• Some features vary depending on hardware, processor, and installed memory.
   
• On supported HP OmniBook models, the Windows Copilot key requires Windows 11, and some Copilot features require an NPU.
   
• If you want to confirm hardware/platform details after recovery, HP says you can check installed hardware in Device Manager, and on select products, use fn + esc to view system hardware and BIOS information.

What to do next

1. Check Microsoft Store:
   
   
   • Search for HP AI Companion and reinstall it if missing.
      
2. Sign in with your HP account:
   
   
   • HP AI Companion requires HP account sign-in.
      
3. Run Windows Update and Microsoft Store updates:
   
   
   • This can restore missing platform apps/components.
      
4. Verify the NPU/Copilot+ platform is recognized:
   
   
   • Check Device Manager and system info.
      
5. Check memory configuration:
   
   
   • HP notes some on-device AI features require 32 GB RAM and are not available on 16 GB devices.
      
6. Use HP Support Assistant / HP Support:
   
   
   • HP AI Companion’s Perform feature can also access troubleshooting support and HP settings.
      

I hope this will help.

 

Take care and have a good day.

[Yafun]

Hi Jerry_57 and thanks for your response.  Unfortunately that isn't the fix 😞  - the "HP AI Companion" is already installed.  I've continued digging and it seems the install is missing the AMD AI driver, the AI runtime, the Copilot+ system packages and the AI subsystem registry, Windows has no chance of using the NPU, or supporting the Keyboard 'CoPilot Key'.

I've now raised this HP and it has been escalated to the "L2 support team" and I await their response - in the meantime if you have any other ideas 🤔

Thanks Again,
jonb

[Jerry_57 · Accepted solution]

Thank you for sharing the details.

Kindly share the case number or complaint number with us in a private message.

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number because we value your privacy.