Can't get HP x2 Detachable to do Factory Reset or boot from USB

[Wayfinder]

I am trying to get this computer to revert to factory conditions (was going to give it to a friend).  

HP sent me a boot thumb-drive to get the system to revert, but no matter what I try (and I've tried about everything I can think of, every suggestion I could find on the Net, and even random attempts), but the system will not recognize the USB as a bootable drive.  

There is no program or menu option anywhere for "Reset to Factory Conditions" as with many other computers.  It won't revert.  When I try to get it to restart from a USB ISO file it spends a lot of time doing something, seemingly gets to the end of the process then presents an uninformative box that said, "Something went wrong.  No changes have been made."  When I try to use the official HP Windows reset thumb drive, it states the drive is not a bootable drive (it's the official HP USB drive specifically for this purpose).  When I use my own USB Windows bootable emergency thumb drive, the system says it's not a bootable drive.   HP "not in warranty" support had no answers.  To send the system in to tech support would literally cost almost as much as buying a totally new unit (which makes no sense to me). 

I have tried changing the boot sequence settings, changed the UEFI settings, and tried every setting on the menu I could find to get this system to recognize the HP Microsoft Windows USB device as bootable; nothing seems to work.

Everything else on the HP works.  I'm having no problem running Windows, no problem accessing an external DVD drive (when connected), no problems with the pen, touchpad, or any other operational function.   The only problem I'm experiencing is that it will not recognize the USB drive as a boot device, nor can I find any provision for restoring the hard drive to factory condition.

Is this an HP issue, a MIcrosoft update issue, or a broke PC issue?  Anyone else experiencing this? 

Thanks for any help you can offer.

[praveen196]

@Wayfinder Welcome to HP Community!

Please provide the correct product number.

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http://support.hp.com/us-en/document/c03754824

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[Wayfinder]

The model number is: HP x2 Detachable 10-p018wm

The product number is:  X7U47UA#ABA

[praveen196]

@Wayfinder

Thank you for the update.

Have you tried a different USB port and checked?

Have you tried the different USB devices on the laptop?

Please perform the USB port test and check.

1. Power off the PC and make sure that it is completely powered off.

2. Press the power button and the moment you press the power button immediately start tapping F2 key, you should see the system diagnostics screen.

3. Look for the component test, under that all the hardware will be listed, please choose Keyboard and initiate the quick test.

Note: If it fails it will generate a 24 digits alphanumeric failure id, please capture that.

If the test is passed, please perform the HP cloud recovery and check.

Have a nice day!!

[Wayfinder]

1. There is only one USB port on this computer.   So that is a non-solution that is irrelevant to my computer model.  As I stated, I've tried multiple methods of getting Windows to re-install, including an official HP Microsoft (supposedly bootable) Windows USB for this specific computer.  The system consistently fails both to boot from USB (either by thumbdrive or external DVD), or to offer any option of doing so.  It seems as if the system BIOS doesn't even offer the ability to restore to factory default.  

2. I've attempted every system test in the book and have been to multiple websites and YouTube videos involving this issue... including powering off the system and employing every system self-diagnostic available on any menu. 

3. What does a keyboard test have to do with getting the computer to reset to factory level?

With respect, did you actually read my original post?  If you did you would have already known I have tried other USB devices-- without problem.  Form letter non-solutions suggesting we power down the system and try obvious diagnostics is not helpful-- especially in light of the details I originally posted.

[Echo_Lake]

@Wayfinder

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue. This sounds like the windows operating system is not installed correctly due to that computer is not booting into windows desktop.  I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Wayfinder]

Echo_Lake (HP representative): "This sounds like the windows operating system is not installed correctly due to that computer is not booting into windows desktop."

As I have already mentioned... the system IS booting to desktop.  And yes, the Windows operating system may not be installed correctly.  That is why I am trying to return it to factory condition-- and HP is failing at every turn to help me do so.

Also as already mentioned, I did contact HP support.  Their answer:  "We're not really sure what's wrong.  The option you have at this time is send the unit in to tech support, for which there will be a charge of (almost $300) to examine and fix the problem."

This computer costs $299 brand new.   Not really a solution.

So considering this overall experience, I think the reasonable solution is that I learn from this experience, and in the future purchase my computers from a more supportive and attentive company than HP.