HP Cloud Recovery Tool Fails: Server Catalog Error "Key of SUP is N/A or empty" (Product ID: A47CRLA

[adriel1295]

Hello HP Community,

I am experiencing a critical, persistent failure at the very end of the process when using the HP Cloud Recovery Tool to create a USB recovery drive for my laptop.

The application successfully connects to the AWS S3 servers, downloads the catalog, but right before finalizing the USB creation, it throws an error and stops. After analyzing the generated log file (C:\ProgramData\HP\HP Cloud Recovery Tool\), I found the exact root cause.

It appears to be a Server-Side database/catalog indexing error specifically for my device's SKU. The log shows that the Smart Update Package (SUP) key is missing or blank on HP's end:

Plaintext

[FATAL] Catalog [10180] >>> GetSUPDownloadInfo - Get SSRM from catalog
[FATAL] Catalog [10180] <<< GetSUPDownloadInfo
[FATAL] Catalog [10180] >>> GetSUPDownloadInfo - Get SUP from catalog
[FATAL] Catalog [10180] <<< GetSUPDownloadInfo - Key of SUP is N/A or empty

Because the Key of SUP is N/A or empty, the tool cannot map or download the necessary software packages required to complete the recovery media.

My System Details:

• Device Model: HP Laptop 14-ep0xxx

• Product ID (SkuNumber): A47CRLA#ABM

• HP Cloud Recovery Tool Version: v2.7.11.0 (2024-0729)

• OS Environment: Windows 11 Home Single Language

Could an HP Moderator or Expert please escalate this specific Product ID (A47CRLA#ABM) to the cloud/server maintenance team? The server catalog for this model needs to be updated or re-indexed so the tool can find the missing SUP files.

I would highly appreciate any assistance in getting this escalated. Thank you!