HP Cloud Recovery Tool returns error “Product ID does not match or is invalid” with valid Prod ID

[Studio1059]

Hi There,

I have a HP Envy x360 15t w-100 that had the hard drive completely fail. The disk is no more and not repairable and I have a replacement drive coming tomorrow but will need to reinstall the OS, drivers and HP software clean. I’ve purchased a USB flash drive and am attempting to use the HP Cloud Recovery Tool, on my other working Toshiba laptop (running windows 7). When I get to the System Information page I check “I need to enter product ID for my HP System, and enter the ProdID from the label on my laptop which is L8R69AV. When I type this into the field I receive the error “Product ID does not match or is invalid. Please contact HP Support”. I cannot contact HP Support as the item is now out of warranty. Unfortunately I don’t have the money to pay for tech support or to buy the recovery USB stick from HP and so using this Cloud Recovery Tool was my only hope. Any help would be greatly appreciated. Many thanks in advance, Andy. 

[Paul_Tikkanen]

Hi, Andy:

Try typing in the entire product number L8R69AV#XXX that is on the label.

If all else fails you can always reinstall W10 by using the Media creation tool at the link below to create a USB installer.

https://www.microsoft.com/en-us/software-download/windows10

After W10 installs, you can install the drivers and available software from your notebook's support page.

https://support.hp.com/us-en/drivers/selfservice/HP-ENVY-15-w100-x360-Convertible-PC/8499294/model/9...

[Studio1059]

Thanks so much for your swift reply Paul. Unfortunately L8R69AV is the extent of the ProdID on my label - there is no other suffix unless you can think of something that is typically added. If not I guess I will just have to take the route your proposed below. I was hoping to use the HP tool so as to ensure that all the correct drivers and software were installed. I recall reading in another thread that a user performed a fresh Win10 install and added the drivers afterwards but could never quite get the temperature management just so, presumably because he was lacking some driver or HP software that should be sending this and adjusting the fan accordingly. 

Many thanks for your help Paul!

[Paul_Tikkanen]

You're very welcome.

If can boot into the BIOS, check the system information screen which should show the whole product number.

For example on the HP PC I am typing this reply with, the product number is SQ239UC#ABA.

All of my HP PC's have the product number arranged like that.

If you have to go the clean install route, I may be able to help you with the drivers you need.

[Studio1059]

Thanks again Paul. Checking the Bios for the product ID shows the same L8R69AV as the product number. It seems so crazy to me that this HP software won’t accept the Product ID that HP provided on their label and in their Bios. What’s really odd is that upon typing in the product ID above, the error is appears the second I type the last character - it’s as if it expects it to only be 7 characters long, and just decides that they’re not compatible. 

[Paul_Tikkanen]

Yes, I have tested it too and have had the same results as you did.

The minute you start typing it is telling you that you have entered an incorrect number.

Very frustrating.

I think once you enter the full product number and press the enter key, it works.

But I am pretty sure you need to enter the #XXX

But since there seems to be no record of the last 3 characters that go after the # sign, I have no idea what to tell you.

[Paul_Tikkanen]

Try entering the #ABA after your product number.

I found a link to a 15-w105wm (same model series as yours), and the full product number is:  X0S29UA#ABA 

[Studio1059]

Just for the heck of it I tried adding #80CF, as 80CF was listed in the bios as the System Board ID. Figured it was worth a try, but no dice unfortunately. It’s also unfortunate that I have no way to ask HP without paying $50 or whatever their one time fee is, for their failure to provide an appropriately formatted product ID on my machine. 

Nevermind. I’ll take the other route as you proposed. Thanks ever so much for your help with this. I’ll let you know how the fresh install goes. Going to take the opportunity to upgrade the drive to M.2 since I have the machine open. Hopefully it will last a bit longer than 3 years and the performance gains will help me forget all of the trauma and inconvenience this episode has caused. 

All the best,

Andy. 

[Studio1059]

No dice with the #ABA either. Thanks though - def worth a shot!!

[Paul_Tikkanen · Accepted solution]

Sorry, that didn't work.

I figured you had nothing to lose by trying it.

Anyway, post back and let me know if you need any help with the drivers.

Once you get connected to the internet, install the HP support assistant and it should download and install most if not all of the drivers you need.   The download is the orange button on the upper right side of the page.

https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html