HP Envy x2 12-e0xx – No Recovery Image Available (Item0015 Error)

[AVAHYA]

Hello,

I own an HP Envy x2 12-e0xx (ARM-based) device and I am having serious trouble reinstalling Windows on it.

• I have tried multiple Windows images (different ISO builds), but none of them can be installed.

• The installation process always fails, showing that the image does not contain the required drivers for this laptop.

• I also checked the HP Cloud Recovery Tool with my Product ID, but instead of providing a recovery image, it only shows the following message:

Item0015 — Please contact HP Support.

It seems that no direct recovery image is available for this model.

👉 Could you please advise how I can get the correct recovery image and drivers for my device? Is there an official download link or another way to recover the system?

Thank you in advance for your help.

[Max3Aj]

@AVAHYA, Welcome to HP Support Community. 

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

The HP Envy x2 12-e0xx is an ARM-based detachable PC, and reinstalling Windows on it can be tricky due to limited support and driver availability. Here's a step-by-step guide to help you resolve the Item0015 error and reinstall Windows:

This error typically means that HP has retired Cloud Recovery Tool support for your device, likely because it's over 5 years old. Unfortunately, this means no official recovery image is available through the tool anymore. 

What You Can Do Instead

Download Windows 10 ARM ISO from Microsoft

Since your device uses a Qualcomm Snapdragon processor, you need a Windows 10 ARM64 ISO. You can request it from Microsoft via their support channels or use the UUP Dump tool to build a custom ISO:

• UUP Dump – Windows ARM64 ISO Builder
• Choose: Windows 10 → ARM64 → Latest build

⚠️ Regular x64 or x86 ISOs will not work on ARM-based devices.

Create a Bootable USB

Use Rufus or another tool to create a bootable USB with the ARM64 ISO:

• Rufus Download
• Format as FAT32
• Use GPT partition scheme for UEFI

Install Drivers Manually

After Windows installs, you’ll need to manually install drivers from HP’s official support page:

• HP ENVY 12-e000 x2 Detachable PC series Software and Driver Downloads | HP® Support

Make sure to select Windows 10 (64-bit) or Windows 10 S (64-bit) depending on your original OS.

Tips

• Ensure Secure Boot is enabled in BIOS.
• Use a USB-C to USB-A adapter if needed.
• If the USB doesn’t show in Boot Manager, try “Boot from EFI file” and manually select the bootloader. 

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support