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‎07-29-2020 10:24 AM

HP Recommended
Product: HP Notebook - 15-ay014dx
Operating System: Microsoft Windows 10 (64-bit)

I'm trying to order recovery media, such as a USB, and have gone onto the product page to do so. I go through the process, select what I need, provide the information, and get to the payment option step. After entering my card information and hit next it drops me out of the ordering process and puts me on the customer service page. No order has been made, no payment has been taken from my account, no confirmation email has been sent. The order just doesn't happen and I don't get to the step after payment. 

I can't find any customer service number to call to order. I can't find anything to help me resolve this. Has anyone else had this issue, and if so how did it get resolved? 

3 REPLIES 3

‎07-29-2020 10:44 AM

HP Recommended

Hi:

 

Since I don't work for or represent HP, I wouldn't be able to help you with that, but your PC should be supported by the HP cloud recovery tool, which you can use to make a bootable recovery drive that will reinstall W10, the drivers and the software that originally came with your notebook.

 

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

 

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

 

If your notebook is not working you will need to use another Windows PC with W7 64 bit or newer installed to create the bootable USB recovery drive.

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‎07-29-2020 10:48 AM

HP Recommended

I'm getting a "Page Not Working" error with that link, and all links I've found with the online recovery tool. Is it just me or are others getting the same error?

 

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‎07-29-2020 10:53 AM

HP Recommended

I just tried it and it is working for me, but I have gotten that error earlier today on other HP pages.

 

What you can do is this...either use a different browser such as google Chrome to find the info, or I have zipped up and attached the cloud recovery tool file below.

 

Basically, you need a 32 GB USB flash drive, run the tool as an administrator and follow the on screen instructions to create the media.

 

After the media has been created, boot from it and follow the on screen instructions to restore your PC.

 

You will lose all files currently installed on the drive using this recovery media.

 

 

HPCloudRecoveryTool.zip
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