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‎10-22-2019 06:22 PM

HP Recommended
Product: Spectre X360
Operating System: Microsoft Windows 10 (64-bit)

When running the HP Cloud Recovery Tool setup (as admin) the tool refuses to recognize the Product ID as valid.  I have checked and double checked (both on Support Assistant and physically on the laptop).  Is this a case of the Spectre 360 not being supported by the Recovery Tool?  If so, simply indicating invalid product ID isn't helpful.

4 REPLIES 4

‎10-25-2019 08:14 AM

HP Recommended

@Mongojerry515,

 

Welcome to the HP Support Community!

 

I reviewed your post and I understand that you are facing issues using the HP cloud recovery tool.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

Usually, if a Product ID is Not Match or Invalid message displays, it means that the product or the serial number of the computer is incorrect.

 

I recommend you follow the steps in the below article and check if it helps.

 

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

 

Let me know how it goes and you have a great day!

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

The_Fossette
I am an HP Employee

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‎10-25-2019 10:56 AM

HP Recommended

I checked the Product ID (actually, cross checked) before attempting the process.  The Product ID for my Spectre 360 Convertible laptop appears in the HP Support Assistant (bottom, along with serial number and operating system), and the Product ID appears on the bottom of the laptop.  Both matched, and that is the ID which pre-populated in the field but which returned the error message.  I suspect that it means that this Product is not yet available for the Cloud Recovery Tool, but the actual error message is VERY misleading, or is used in multiple error scenarios (which makes it confusing).

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‎10-26-2019 02:59 AM

HP Recommended

Ran into this just last night for a different product.  I was kicking myself for not paying attention, but did you make sure that the "ex:" was also cleared out of the Product ID blank?  I noticed that when I tried to highlight the text in that blank, it didn't want to highlight that part.  Initially, I thought then that the text wouldn't clear, but I finally got it to clear and I was able to get through to the next screen.

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‎10-26-2019 06:23 AM

HP Recommended

I cleared the field and manually entered the Product ID, but will try again this AM and keep your experience in mind.  Thanx!

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