Help for failure id: 64U063-857A6E-MFPX6J-61EM03

[JP951]

Hello !

I ran a system extensive test on my laptop and encountered a failure with ID: 64U063-857A6E-MFPX6J-61EM03. I am attaching a pic of the results from the test.

How can I troubleshoot this issue ?

[Paul_Tikkanen · Accepted solution]

Hi:

The error code reported, Hard Disk 1 Full Test Failure, means that you will need to install a new hard drive and reinstall the operating system.

Below is the link to the service manual, where you can find the hard drive removal and replacement procedure.

http://h10032.www1.hp.com/ctg/Manual/c05228250

After you replace the drive, you can, using another Windows PC with W7 x64 or newer, make a bootable USB recovery drive using the HP cloud recovery tool that will reinstall W10, the drivers and the software that originally came with your notebook.

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

https://support.hp.com/us-en/document/c06162205

[JP951]

Thank You for the response Paul. I have another question. In the HP support assistant, the SMART status of the drive is still displayed as good. Do I still have to replace the drive ?  Also if I need to change the drive, can I retrieve the data in it by disc cloning ?  

[Paul_Tikkanen]

You're very welcome.

If you can still get into Windows, try running the checkdisk utility and see if you can repair the drive.

Also back up your files now if you can onto a portable hard drive.

Here is how to run the checkdisk utility in windows...

https://appuals.com/how-to-run-chkdsk-on-windows-10/

[JP951]

Yes I can get to windows. In fact I am currently posting from my laptop. My problem is that my laptop does not respond to certain inputs. For example if I click the right mouse button no dialog box appears. If I press the windows button the start menu does not open up. When I want to type something in the browser, the entire thing that is typed gets erased automatically after typing a few words. This does not happen all the time though but still occurs frequently enough. I ran a full virus scan but found nothing. I personally updated 2-3 drivers from the device manager but the issue still persisted. I then took the issue up with the hp virtual agent which suggested me to run the system extensive test and on running it I found the error which I have posted here. Then as you mentioned I ran the checkdisk utility. Interestingly no errors were found. However, I am still facing the same problem.

[Paul_Tikkanen]

If you keep getting the 24 character failure ID code, something is wrong with the drive and that may be causing the issues you are having.

Another thing you can try before replacing the drive, would be to factory reset your PC and start fresh.

Or you can make a bootable USB recovery drive that will reinstall W10, the drivers and the software that originally came with your notebook, using the HP cloud recovery tool.

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

https://support.hp.com/us-en/document/c06162205

If resetting the PC doesn't resolve the issue, I would go ahead and replace the drive.

[JP951]

Thank You for the suggestion.  

[Paul_Tikkanen]

Anytime.