Cloud recovery ISO not downloading for specific model

[donkwong]

This issue is specific to laptop model ENVY x360 13-ay0000, I can create a recovery drive without issue for an ENVY x360 15-ey0000 and Pavilion x360 14-dy0000.

How do I get HP to fix this? Or is there a link for M45643-032.ISO so I can burn it to a USB stick manually?

[BeemerBiker]

From my experience, it can take a full hour to download over  hardwired ethernet.  If  using wi-fi any type of interruption can cause a problem.

Connect your PC directly to the router using ethernet cable.

If you borrow a PC, such as one at a library, you will need to have admin right to download.

[donkwong]

My internet isn't the issue, nor is my desktop.

As stated in my initial post; I can download and create USB recovery drives for two different HP laptops using HP cloud recovery without issue. I repair laptops with physical defect (usually hinges for HP, heh) & resell them as a side-hustle, and use various cloud recovery tools for OS reinstallation when needed. This is the first laptop model (another ProdID of this model also fails to download the recovery ISO) I have on hand to suffer this problem, and I can confirm this machine is supported by HP cloud recovery tool on this webpage: http://support.hp.cloud-recovery.s3-website-us-west-1.amazonaws.com/.

The ProdID is 2S900EA#ABU, if you can try using this to create a USB recovery disk and let me

[BeemerBiker]

There is a problem and a log was requested.

It failed download quote:

I will contact the admin and ask if they can look into the problem.  Is the PC in warranty?  if out of warranty, how long out of warranty?

I sent the log of the error to admin as requested by the app.  if you mentioned the error log I would have known there was a real problem.

[donkwong]

It's been out of warranty for four years. It only ever had the default 1y factory warranty.

[BeemerBiker · Accepted solution]

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@donkwong wrote:

It's been out of warranty for four years. It only ever had the default 1y factory warranty.

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That is very likely the problem, although typically an  error code of "0015" is given with no explanation.  

HP is not the only OEM withdrawing cloud recovery for older PCs.  I just had the same problem with an eBay D.ell Ins.piron 3847 motherboard.  I got the message "try again later" when attempting cloud recovery at D.ell's site.  I eventually gave up and tried windows 10, 22H2 international.  Microsoft put in 10 home for me.  The install somehow knew that 10 home english was the correct version and did not give me a choice.  The 3847 was released with 8.1 downgradable to 7 but the previous owner must have upgraded to 10 home at one time so it was licensed for 10 and I lucked out.

None of the admin has answered my request for cloud support.  It has been read 12 times so it was not ignored.   HP is removing cloud recovery for system over 5 years old.  The actual wording is "a limited time after the warranty expires".  They should have provided an explanation that it is no longer available and not given a 0015 error code or inform that 3 retries failed.  Just my opinion, with about 

Suggestion:   Install windows 11 and use all the drivers needed to get it to work then do a  windows reset.  It should boot up like a new PC but without all the bloatware.  #ABU is UK (English).  if the win11 install does not select UK then you can change to UK

before doing the reset.  I am guessing that win11 will know to use UK just like the win 10 knew to put in home for me.

Let me know what happens as I am curious.  I once had a problem with a Hebrew keyboard and never knew if it worked correctly as it was setup for someone else to use.