Update causes crash

[aztecjim]

I recently hit the update and restart button on my laptop. This caused my computer to die. I have taken it to repair shops and they have said the files in my computer are unsavable.There is power but when I power on all I get is a screen saying "preparing automated repair." I was able to do a diagnostic and got the following code PTU7KA-81UAKL-MFPX61-60WF03.

[WAWood · Accepted solution]

@aztecjim 

That error code means your drive is failing -- and the automatic repair indicates that Windows Update failed, as it would with a failing drive, and is trying to recover -- but it never will.

Once you have a replacement drive, read the information below about HP Could Recovery to be used to restore your PC to working condition:

If your PC is a 2016 model or newer, you should see if you can make a bootable USB recovery drive using the HP cloud recovery tool on a working PC. The recovery drive can then be used to install Win10 and the HP drivers and utilities that originally came with your PC. Here is the link: https://support.hp.com/us-en/document/c06162205

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If the HP Cloud Recovery is not available or does not work, you may have to look into ordering HP Recovery Media -- which is a set of DVDs and a CD, or USB stick, that will erase the hard drive (removing all data, settings, and applications, reinstall the original OS, drivers, and some HP Utilities. You have to order these from HP; they can not be downloaded.

You can look online for Recovery Media starting with the linked paged: http://support.hp.com/us-en/drivers

Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click "Update"

If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the + symbol to expand that entry and click on Order Media for details.

Or, if you prefer, you can do the same by contacting HP Customer Support:
https://support.hp.com/us-en/contact-hp?openCLC=true