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Dino6868
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Solved!

Cant do factory reset

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HP ENVY 17
Microsoft Windows 10 (64-bit)

Hi my HP ENVY 17 is 6 months old. Suddenly today the screen froze up with error on screen saying "locked"  , tried to reboot but it would not allow login just kept taking me back to my login even though using correct pin. In the end tried everything and so chose to do factory reset after trying 2 times to restore to an earlier point it would not work. 

 

I go through the steps boot up pressing Esc then get to the recovery options screen. I start factor reset and then when it gets to the screen of installed software after factory image recovering preparation it starts. And 3 times now it hangs around half way through. The last time I left it over 3 hours but it was doing nothing.

 

What ever data I had on there I know is gone and im okay with that as everything backed up online. But i cant get factory reset to work. It just hangs each time. Im worried the actual reset files have somehow become corrupted.

 

Im still in warrenty on this latop so wondering what options i have or if there is a way to get factory reset to work so it restores my laptop to how it was when i purchased it ?

 

Any help on this really appreciated thanks Dino

6 REPLIES 6
Paul_Tikkanen
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Hi, Dino:

 

What is the full model number or product number of your notebook?

 

The product number can be found on the same label or area as the serial number.   Please do not post the serial number.

 

Most likely since it is only 6 months old, you can make a W10 recovery drive using the cloud recovery client utility.

Dino6868
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Hi Paul the product number is 3ZV18EA

 

I will check ot a W10 recvery drive using cloud recovery ... im not very up on these things so is that something I can get from the hp support site ?

 

thank you for taking the time to respond it is appreciated

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Dino6868
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Well after 3 attempts and almost a full day of my laptop going through this it finally worked! So weird. I have my desk top back lol ... never been so happy to see it. Wiped all my data but have important stuff on another drive. But thanks for the response 🙂

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Paul_Tikkanen
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You're very welcome.

 

Here is the info link regarding how to use the HP Cloud Recovery Client utility...

 

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

 

Your notebook is listed on the cloud recovery client support matrix...you can filter by the product ID...(3ZV18EA)

 

http://hpcps.support.doc.s3-website-us-west-1.amazonaws.com/

 

Even though your notebook is back up and running again, you may need it someday...

Dino6868
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many thanks 🙂 Finally got it sorted. What a horrible job to do on a Friday night but all set. Now just have to do a million and one MS updates 😉

Paul_Tikkanen
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Anytime.

 

Glad to have been of assistance.

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