Can't Download Factory Image

[alimoki]

Product: HP ENVY x360 Laptop - 15-ds1003ca
Hi HP Community,

I'm having an issue with the HP Cloud Recovery Tool for my HP ENVY x360 15-ds1003ca (Product: 12C04UA#ABL) and hoping someone can help.

I checked the HP Cloud Recovery supported platforms page and it clearly confirms: "Product is supported." However, when I proceed to use the Cloud Recovery Tool from the Microsoft Store, the recovery image download fails and does not complete.

On top of that, the drivers page for this model on the HP Support website returns no results — not even basic Display drivers are listed.

This is my first HP laptop. I'm used to other manufacturers providing drivers and recovery tools for 8–10 years. The machine is about 6 years old, which I'd consider well within a reasonable support window — and HP's own supported platforms page agrees the product is still covered.

A few questions:
1. Has anyone else experienced the Cloud Recovery download failing for this model despite the product being listed as supported?
2. Is the driver page outage a known issue or something specific to the 15-ds1000 series?
3. Is there an alternate method to download the factory image since the tool confirms support but fails to deliver?

I have not received any email or notification from HP about changes to recovery tool availability or driver support for this model. Any help from the community or HP staff would be appreciated.

Model: HP ENVY x360 15-ds1003ca
Product Number: 12C04UA#ABL

Update:
Update — Log Analysis: After reviewing the HP Cloud Recovery Tool debug log, I can confirm the recovery image M41063-DB2.ISO (13.19 GB) exists on HP's AWS S3 bucket (hp-na). The download fails with HTTP 403 and error InvalidObjectState because the file has been moved to S3 Glacier Deep Archive storage. The tool's AWS SDK (v1.6.25) does not support Glacier restore requests. This is a backend issue on HP's side — the image needs to be restored from archive before the tool can download it. Can HP support please initiate a Glacier restore for M41063-DB2.ISO (Product: 12C04UA#ABL)?

[Deep_World]

Hi @alimoki 
 
Welcome to the HP Support Community!

Thanks for reaching out!

I understand your concern , don’t worry let me check and help you with this.

Thank you for the detailed update and for including the Cloud Recovery Tool logs.

Kindly confirm the model/product number as HP ENVY x360 15-ds1003ca / 12C04UA#ABL, and let me know if the same HTTP 403 / InvalidObjectState result occurs on another network or Windows PC.

kindly try updating the HP Cloud Recovery Tool, running it as administrator, using a 64 GB or larger blank USB drive, and testing over Ethernet without a VPN/proxy. HP also allows the recovery media to be created on another computer by manually entering the affected PC's Product ID.

Official HP document: HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows.

Based on the log analysis you supplied, the recovery tool is locating M41063-DB2.ISO, but the server is returning InvalidObjectState, preventing the image from being downloaded. If that result is reproducible, changing USB drives or reinstalling the application is unlikely to address the server-side availability of that specific image. HP Support would need to review the recovery image availability and determine whether the image requires restoration or another backend action.

I hope this helps. 

 

[alimoki]

Hi @Deep_World

Thank you for the response. Confirming the details:

- Model: HP ENVY x360 15-ds1003ca
- Product number: 12C04UA#ABL

The (HTTP) 403 / InvalidObjectState error is reproducible and is not caused by my system. The log shows the Cloud Recovery Tool locates M41063-DB2.ISO in HP's Amazon Web Services (AWS) Simple Storage Service (S3) bucket (hp-na), but the file has been moved to the S3 Glacier Deep Archive storage class, which blocks direct download until HP restores it.

I have already completed all of the suggested troubleshooting and the issue persists:
- Updated the Cloud Recovery Tool to the latest version
- Ran it as administrator
- Used a 64 GB Universal Serial Bus (USB) drive
- Tested without a Virtual Private Network (VPN) or proxy
- Tested on another network/PC

As you noted, changing drives or reinstalling the application will not fix server-side availability of this specific image. This needs to be addressed by the HP team.

Please have HP Support review the recovery image availability and take the necessary steps to restore access to M41063-DB2.ISO on the backend for product 12C04UA#ABL. I can provide the full debug log if needed.

Thank you.

[Deep_World]

Hi @alimoki,

Thank you for confirming the details and completing all the steps.

Since the HTTP 403 error is reproducible on another PC and network, the issue appears to be related to the availability of the recovery image M41063-DB2.ISO rather than the USB drive or local setup.

Kindly contact HP Phone Support and provide the product number 12C04UA#ABL along with the Cloud Recovery Tool debug log. The support team can review the recovery image availability and check with the appropriate team .

1) Click on this link—    https://support.hp.com/contact

2) Add or select the product, and change/select your region.

3) Enter the serial number of your device or select Let HP detect your product option.

4) Choose "other" option from the list

5) Select continue to contact option

You should see the HP phone support number or Chat option listed.

They will guide you further.

Or, You may also visit the nearest HP authorized service center, the service team will check and assist you.

Kindly follow this link to locate the nearest HP service center:    https://support.hp.com/us-en/help/service-center

(Select the country from the dropdown menu and enter the city name or pincode)

Have a wonderful day!

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

Deep_World