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!

[VikramTheGreat]

Hi @adriel1295,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thank you for taking the time to provide such a detailed analysis, including the log entries. I appreciate the effort you've put into investigating the issue.
 

From the information you've shared, I can see that the HP Cloud Recovery Tool is able to connect and download the catalog successfully, but the process stops during the final stage. The log entry indicating that the SUP key is N/A or empty certainly helps narrow down where the process is failing.
 

To better assist you, could you please send me the notebook's serial number in a private message? Although you've provided the model (HP Laptop 14-ep0xxx) and Product ID (A47CRLA#ABM), I was unable to locate the Cloud Recovery image or recovery software specific to this configuration on the HP support portal using the information available.
 

With the serial number, I'll be able to verify the exact factory configuration, check whether a recovery image is available for your specific unit, and determine if there is any mismatch between the device information and the recovery catalog.
 

Once I have the serial number, I'll be happy to review the details further and help determine the best course of action.

Take care and have an amazing day!