Cannot restore/reset laptop

[mbend2323]

Problem started when my keyboard and touchpad stopped working. I attempted to open services but kept getting an error saying “Document could not be created.” I ran a chkdsk to repair but it failed.

I reset my computer successfully the first time and ran command prompt as administrator and executed sfc /scannow to check for corruption, found some corrupted .wav files and computer backgrounds in the log. I attempted a chkdsk to repair but it failed. I attempted to repair from installation media on a usb but it failed. I tried to reset my computer again but it failed. I booted from the usb and attempted to restore from that and do a clean install and that failed. Now I’m stuck, because I can only access the boot menu and restoration/ advanced startup/ troubleshooting menus and none of the options there will fix my computer so I can get windows running again and log in. Any help is greatly appreciated.

[Paul_Tikkanen]

Hi:

Run the hard drive diagnostics test (F2) in the Setup menus and see what it reports.

I suspect the hard drive has an issue and needs to be replaced before you can reinstall W10.

[mbend2323]

Alright, I ran that and this is what I got.

[Paul_Tikkanen · Accepted solution]

According to the report, there isn't anything wrong with the hard drive.

The only suggestion I can offer would be to make a bootable USB recovery drive using the cloud recovery tool.

You will need another PC with W7 x64 or newer on it and a 32 GB USB flash drive.

Here is an info link for how to use that utility...

https://support.hp.com/us-en/document/c06162205

[mbend2323]

That appears to have worked, it seems to be running normally again. Thank you!

[Paul_Tikkanen]

You're very welcome.