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‎12-22-2023 09:25 AM

HP Recommended
Product: HP ENVY x360 - 15-cp0053cl
Operating System: Microsoft Windows 10 (32-bit)

I tried to reset my laptop to give to my daughter and when I try to boot up it continuously says

” Your device ran into a problem and needs to restart. we are just collecting some error information , and then we’ll restart you”

 

but it never restarts. 

Category:
1 REPLY 1

‎12-22-2023 09:32 AM

HP Recommended

Hi:

 

The only suggestion I can offer would be to use the HP cloud recovery tool to create a bootable USB recovery drive that will reinstall Windows, the drivers and the software that originally came with your PC.

 

Here is an info link for how to use the utility.  You will need a 32 GB USB flash drive to create the recovery media with.

 

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10 | HP® Customer Support

 

You can download the software from the Microsoft Store.

 

HP Cloud Recovery Tool - Microsoft Store Apps

 

Since you have to use the utility on another PC, you will need to enter your notebook's product number in the tool's search window in order to proceed to make the recovery media. 

 

Your PC's product number is:  6EH45UA#ABA

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