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‎07-09-2020 08:43 PM - edited ‎07-09-2020 08:47 PM

HP Recommended
Product: HP Pavilion x360 m3 Convertible

I am trying to fix my girlfriends laptop, it has had several presumed viruses from downloading fraudulent software and I've tried to factory reset it.

When I try to reset it, it just says it could not be completed. 

Windows is extremely slow as well, so something may be corrupted but I'm not certain. 

3 REPLIES 3

‎07-10-2020 07:38 AM

HP Recommended

Hi:

 

Run the hard drive test in the BIOS (F2) and make sure the hard drive passes the tests.

 

If it does, and the factory reset option isn't working you should be able to use the HP cloud recovery tool using another Windows PC with W7 x64 or newer installed to create a bootable USB recovery drive, that will reinstall W10, the drivers and the software that originally came with the notebook.

 

Here is an info link for how to use that utility...

 

https://support.hp.com/us-en/document/c06162205

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‎07-10-2020 09:36 AM

HP Recommended

It is now stuck in a boot loop and showing this error messageimage.jpg

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‎07-10-2020 10:06 AM - edited ‎07-10-2020 10:07 AM

HP Recommended

Did you run the hard drive test and it passed?

 

Did the error occur after you used the recovery drive made by the cloud recovery tool to install Windows?

 

If yes to both questions, then the only other suggestion I can offer would be to clean install W10.

 

Make a bootable USB installer using the Media creation tool at the link below.

 

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

 

After W10 has completed installing, you can install the drivers and available software from the notebook's support page.

 

https://h22207.www2.hp.com/us-en

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