HP Envy Laptop 16-h1053dx (9U360UA) and HP Support are

[Lrr911]

For existing Case ID: #

I had already sent this laptop in for service in February.  I received it back with a flashed BIOS and reloaded Windows.  The laptop worked for a little while and the issue returned.  I crossed my fingers every time a Windows update was installed.  I had the laptop off for a few months (but plugged in) and I tried to start it in order to apply the latest Windows update and the laptop would not power on.  After holding the power button a few times and plugging/unplugging the laptop, I was able to power it on but it hung at the HP splash screen.  So i tried a few of the repair and recover options.

I tried the HP Cloud recovery again and each time it goes through the software install step, a couple command prompts popup, it reboots and I end up with a blank screen.

I have been a fan of HP for a very long time, dating way back to the days when I supported Compaq and HP servers and I am absolutely frustrated with your support for a laptop that is still under warranty!  Seriously, why is so difficult for me to send the laptop back and you guys figure out what is wrong with it.

No, instead, I have to wait 25 minutes each time I call support (the "direct line") so I can get someone who only follows a scripted procedure to troubleshoot, each time having to re-explain the issue.  Seriously!

[edited]

[Lrr911]

Here is the log file contents from the failed HP recovery installation:

[14:51:45.41] ------------------------------------------------------------
[14:51:45.41] [Tue 11/18/2025]
[14:51:45.41] Windows has detected critical error and has triggered ErrorHandler.cmd.
[14:51:45.41]
[14:51:45.41] Possible cause[s]:
[14:51:45.41] - got critical error during Specialize-Pass.
[14:51:45.41] Check [C:\Windows\Panther\setupact.log] for this case.
[14:51:45.41] - got critical error during Audit-Pass.
[14:51:45.41] Check [C:\Windows\Panther\UnattendGC\setupact.log] for this case.
[14:51:45.41] Check [C:\SYSTEM.SAV\Util\Install.log] for this case.
[14:51:45.41] - got critical error during SysPrep.
[14:51:45.41] Check [C:\Windows\System32\Sysprep\Panther\setupact.log] for this case.
[14:51:45.41]
[14:51:45.41] ------------------------------------------------------------
[14:51:45.41]
[14:51:45.43] No Memory dump found....

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control
LastBootSucceeded REG_DWORD 0x1

[14:51:45.43] Bootup normally...

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control
LastBootShutdown REG_DWORD 0x0

[14:51:45.44] Previous Shutdown had problem...
[14:51:45.46]
[14:51:45.46]
[14:51:45.46] you might be able to find some info from
[14:51:45.46] Event log file[s]
[14:51:45.46] INSTALL.log
[14:51:45.46]
[14:51:45.46] ------------------------------------------------------------
[14:51:45.46]
[14:51:45.46] [C:\SYSTEM.SAV\Result.ini]
[Results]
Version=1.00
ErrorNumber=953

MESSAGE=PASS2_OSUPDATE_PI[14:51:45.46] ------------------------------------------------------------
[14:51:45.59] [PANIC.cmd] has been called at non-WinPE environment.
[14:51:45.59] [PANIC.cmd] activate BP and reboot into WinPE environment at first...
[14:51:47.73] [PANIC.cmd] going to reboot Windows...

I made some progress on my own since HP Support is useless.  I was able to install Windows 11 from scratch using the Media Creation Tool.  I started installing drivers and found that a driver in the "Driver-Keyboard, Mouse and Input Devices (4)" section caused a reboot HP splash screen hang.  I performed a Windows recovery and was able to boot up ok.  I applied BIOS update F.24 Rev.A and it booted up ok.  I applied all of the available Windows updates.  I shut down and started up a bunch of times.  I then shut it down for about 2 hours and tried to powering it up and it went to a blank screen...no HP splash screen.  I powered it off and back on and it booted up ok.

I need left it powered on overnight to see what happens.  I checked it in the morning and it was ok.

I am going to run a bunch more power on/off tests for a few days before installing any apps.

[Lrr911]

Gemini deciphered the HP recovery log......

The Recommended Fix: Clean Install

If the HP Recovery media is corrupt (which is highly likely given Error 953), you should abandon the HP Recovery tool and perform a Clean Install of Windows.

This installs a fresh version of Windows directly from Microsoft, without the HP bloatware that is causing the script error. Your digital license is embedded in the motherboard, so it will activate automatically.

HP bloatware!  Hahaha....Great stuff!

[Lrr911]

I see you guys edited my original post.  Dislike the truth?  Why would I subject anyone to HP products knowing the "technical" support is this terrible?

You could have avoided all of this if you would have let me send you the laptop to let you investigate this on your time.  I even offered that you keep it for as long as needed to resolve the issues.