An error occurs when I attempt to reset my PC

[AlanG_18]

Hello, I'll keep this simple. My less than one year old Notebook seems to have a debilitating error when I attempt to factory reset it. It loads up to around 46% before giving me a blue screen with the option to cancle.  It wouldn't be an issue if my PC didn't then enter a loop of "shutting down" and showing me a empty HP logo.

Product: 

HP Notebook - 14-an010nr  

Operating System:

Windows 10

BIOS version

 F.25

I did a quick diagnostic in the UEFI and everything came back passing.

I still have 5 months left on my one year warranty, but hoping I can fix this without having to waste it if its solvable.

[AlanG_18]

Is there a reason why I am not getting help? Not enough information or is it not an appealing issue?

[AlanG_18]

Hello?

[DavidSMP]

Hi @AlanG_18,

Thanks for visiting the HP community. 🙂 A very good day to you! 🙂 I read the post regarding the computer not resetting the operating system to factory settings. I will be delighted to assist you here. 🙂

You’ve done an excellent job on diagnosing the issue from your end. Superb effort and spectacular research were done as well. 🙂 Kudos to you on that score. 🙂 . I take it as a privilege to share this platform with you. 🙂

To get a clearer picture and to assist you with accurate information I would require more information regarding this.

• Did you run extensive diagnostics on the computer?
• Did you try to install from recovery media?

For better clarity and to assist you better, I would require more information regarding this:

• For now, let’s first ensure that the computer hardware is fully functional.
• Please perform extensive diagnostics on the computer from here http://hp.care/2sZtJzF  and if it passes I will be happy for you. If it fails please make a note of the failure code to contact HP tech support to get the computer serviced. It takes 2 hours to run.
• If it passes please try an HP system recovery to factory settings and not a Microsoft reset from this link: http://hp.care/2t7vN93 and check if the issue gets corrected.
• Please follow the option “Recovery when Windows 10 does not start correctly”

If it still does not work, please contact HP phone support to order recovery media to install it if the extensive diagnostics pass or to get the computer serviced.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately. If the unit is under warranty repair services is taken care of by the manufacturer’s warranty

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, please. Please note that I am not overloading you with a lot of troubleshooting steps. Instead, just like you, I am eager to ensure that the problem gets resolved. So I am providing you with more resources and information at your disposal to deal with the situation better.

Hope this helps. Let me know how this goes. I hope the issue gets resolved without hassles and the unit works great. I'm always there to assist you. Please reach out anytime. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead. 🙂

[AlanG_18]

I ran the extensive diagnostic on my pc, and once again everything came back passing. I haven't tried recovery media such as a cd or a USB yet. I don't wish to pay $40 dollars for such device. Is there a way I can install it on my USB? Or can my warranty cover it?

Thanks for responding to my thread. 

[DavidSMP]

Hi @AlanG_18,

I read through the post. Thanks for your response. These questions can be answered only by phone support. Please contact HP phone support for further assistance.  I've done all I can to assist you by keeping your best interest in mind. You've also displayed fabulous patience and commendable resolve to try and get it fixed. Kudos to you for that. It is greatly appreciated. 🙂

I honestly hope the issue gets resolved without hassles after contacting HP phone support. It has been amazing working with you with such profound knowledge of computers and great technical skills. 🙂 Thank you for sharing this platform and giving me the privilege to share it also. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Do take care stay healthy, keep smiling big and have a blessed year ahead. 🙂

[AlanG_18 · Accepted solution]

Why did it have to be answered by phone? Anyways I solved the issue myself. I used microsoft's window creation tool, which I installed into my USB stick. All I had to do was reinstall windows 10 and save my old window file else where until I am sure I can delete it. 

[DavidSMP]

Hi @AlanG_18,

I am glad that the issue has been resolved. Brilliant effort on your part to do it. I only suggested a recovery kit as the computer had problems with reinstalling windows. This was based on the first post information that was given to me.

But anyway All's well that ends well. Good for you and I am really glad that your computer is working.

Thanks for your time and have a blessed week ahead. 🙂