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‎10-08-2022 10:24 AM

HP Recommended
Product: HP ENVY x360 Convertible Laptop PC 13-bd0000 (172M7AV)
Operating System: Microsoft Windows 11

I made the mistake of installing the W11 22H2 update on my Envy x360 convertible and it ended up blue screening.  Tried recovery options and didn't have a backup saved so just going to do a fresh install of W11.  Created the bootable USB but hit the issue with needing a driver for the Intel RST since it could not recognize any drives.  Followed the posts in the forum about adding the needed drivers but when I select the driver and click ok it just goes into a install loop and never fully loads or shows me the actual drive.  After a few minutes it just gives up and reboots itself.

I was thinking maybe the drive itself has gone bad but when I go into recovery and open a command promt it is showing up as Drive X and I can view the contents, so don't think that is the issue.

Any other ideas to try before I contact support

 

 

12 REPLIES 12

‎10-08-2022 01:52 PM

HP Recommended

Hello @BhamGuy 

Sorry to hear that you are having problems ... I would like to help you.

The Windows file system could be corrupt or there is a hard disk error or undefined technical error.

 

(1) Test your hardware Using the HP PC Hardware Diagnostics (UEFI)

--->>> Perform <all> tests

https://support.hp.com/us-en/document/ish_2854458-2733239-16

See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>

 

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

 

(2) Please report your results ( error messages, take pictures )

( if serial number, device id, UUID, System Board CT Number is displayed, please blur )

Test Your HP Computer Hardware Using HP PC Hardware Diagnostics UEFI | HP Computers | HP Support
Test Your HP Computer Hardware Using HP PC Hardware Diagnostics UEFI | HP Computers | HP Support
youtube.com/watch?v=14GKIpGPNRM
This video shows how to test your HP computer hardware using HP PC Hardware Diagnostics UEFI. If you suspect that your computer has hardware issues, follow the steps in this video to isolate and identify them using the HP PC Diagnostics UEFI. Chapters: 00:00 Introduction 00:18 Download and install
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‎10-08-2022 03:10 PM

HP Recommended

Thanks for the response Ub6424!  I ran all diagnostics and everything is coming back green and good.  FYI - Didn't take a pic to post because there were no errors or anything worth showing.

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‎10-08-2022 03:14 PM

HP Recommended

Hello @BhamGuy 

 

To help you I need to know the product number (p/n) xxxxxx#xxx of your notebook !

 

It looks something like this:

ub6424_0-1665263644521.png

ub6424_1-1665263644519.png

 

You will find this information on the back/rear of your notebook in small alphanumeric letters.

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‎10-08-2022 03:47 PM

HP Recommended

Thank you, the product ID is 2C8Q4UA#ABA.

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‎10-08-2022 05:18 PM

HP Recommended

Hello @BhamGuy 

 

(1) Please reinstall your operating system !

You need (another Windows computer) to prepare bootable <USB flash drive>

 An unused or empty USB flash drive with at least 32 GB storage capacity is required.

 

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10

Take time and follow

https://support.hp.com/us-en/document/ish_4511095-4511141-16

( All Software and drivers from HP are included )

 

Information: Your product number is supported: 2C8Q4UA#ABA

 

ub6424_1-1665271079018.png

 

(2) Please report your results

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‎10-08-2022 08:49 PM - edited ‎10-08-2022 09:02 PM

HP Recommended

Created the USB boot media using the HP Cloud utility and booted from it.  Failed with the screenshot attached.  Thought maybe  I needed to disable secure boot in the bios so did that tried again.  Same result.

 

Screen Shot 2022-10-08 at 9.49.08 PM.pngScreen Shot 2022-10-08 at 9.48.57 PM.png

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‎10-09-2022 05:07 AM

HP Recommended

Hello @BhamGuy 

 

Did you run HP Diagnostics extensive tests ?

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‎10-09-2022 07:38 AM

HP Recommended

Screen Shot 2022-10-09 at 8.35.14 AM.png@Ub2464,


Yes, I ran pretty much all the test available.  Extensive system test and went thru the symptom specific tests as well.  All passed.

 

 

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‎10-09-2022 07:41 AM

HP Recommended

Hello @BhamGuy 

 

(1) Power off computer

(2) Disconnect charger

(3) Press and hold <power> button for 30 seconds

(4) Connect charger

(5) Repeat <HP Cloud Recovery> installation

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