HP Notebook starts resetting, at 3% stops and returns to blue troubleshoot screen. Help please.

[ltj4197]

HP Notebook-15-dw0046nr, I’m trying to factory reset. I want to remove all files. It starts the resetting process and at 3% (about 15 mins. into the reset) it stops and returns back to the blue troubleshooting page. It will not complete the reset. I have no idea what to do next to reset. I want to sell it and I’ve forgotten the password so I press F11 to get into it. I’ve had to do this before and I’ve never had an issue like this to factory reset. Any help is appreciated.

[IT_WinSec]

Hello @ltj4197 

This could be happening if there is a hardware issue with your computer or if the Windows installation (recovery partition) is corrupted.

Perform some basic hardware checks to rule out a potential hardware problem (just in case)

- Please, shutdown the computer using the power button (pressed and hold for a few seconds until PC powers off)

- Power the computer back on.

As soon as you press the power-on button, immediately begin hitting the Esc button (like tap-tap-tap) before any logo appears. This should open a HP Startup Menu

- Choose F2 to open System Diagnostics. Follow the on-screen instructions to perform System Test >> Quick test.

This will check major hardware components for issue (do it just in case) . Here is more info >> https://www.youtube.com/watch?v=6JXUp43ahHA

If there are no system checks/no quick tests, perform HDD (hard disk drive) and RAM check (memory check).

Let me know the test results.

If the tests PASS, then you may try to create your own recovery media using Microsoft method. You will need a USB pendrive and another computer. Check the attached PDF file below to learn how to do it. Use this newly created USB drive to re-install Windows.

Let me know how it goes. Looking forward to your feedback