Failure Code Help

[Jennifer_E]

I've been receiving a message about an "imminent" failure, and ran the tests. The failure code is below, when I scanned the QR code that was supposed to take me straight to a pre-filled help page - it didn't. Can anyone tell me what this means? Google searches have resulted in nada.

Failure code: PGE0QX-9N7AL9-GXGKHG-60B203

[WAWood · Accepted solution]

@Jennifer_E 

That error code means your disk drive is failing and needs to be replaced.

Once you have the replacement drive, read the information below about HP Cloud Recovery to be used to restore your PC to working condition:

If your PC is a 2016 model or newer, you should see if you can make a bootable USB recovery drive using the HP cloud recovery tool on a working PC. The recovery drive can then be used to install Win10 and the HP drivers and utilities that originally came with your PC. Here is the link: https://support.hp.com/us-en/document/c06162205

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If the HP Cloud Recovery is not available or does not work, you may have to look into ordering HP Recovery Media -- which is a set of DVDs and a CD, or USB stick, that will erase the hard drive (removing all data, settings, and applications, reinstall the original OS, drivers, and some HP Utilities. You have to order these from HP; they can not be downloaded.

You can look online for Recovery Media starting with the linked paged: http://support.hp.com/us-en/drivers

Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click "Update"

If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the + symbol to expand that entry and click on Order Media for details.

Or, if you prefer, you can do the same by contacting HP Customer Support:
https://support.hp.com/us-en/contact-hp?openCLC=true

[Jennifer_E]

Is this common with HP devices/manufacturer's defect? This laptop is less than two years old. I have a Toshiba that's 12 years old (or older) and still running strong. 

Sorry, also thank you, I appreciate your time. I'm just shocked by the idea of replacing a hard drive this new.

[WAWood]

@Jennifer_E 

I understand the disappointment -- but drive life is entirely unpredictable.  I have some older drives that I no longer use simply because the interface is no longer supported but they are at least 15 years old and still work.  And then, I had a 3-month old Seagate drive totally crash on me.  Laptop drives tend to be shorter-lived because they get moved while they are in motion.

IF you're going to replace the drive anyway and plan to keep the laptop for a long time, consider using a SATA SSD. It is the same size and uses the same connectors, so it's an easy swap.

[Jennifer_E]

@WAWood, that's incredibly helpful to know, thank you. It definitely helps me reframe my mindset, attitude, and opinion.

Thank you also for the recommendation for the SATA SSD, I'll be sure to check it out.