I need help with my laptop

[bvargas01271]

So I recently swapped ssds and dont have the old ones, then I decided to factory reset thinking it would help but it didn't, im missing network and mouse track drivers so im unable to move past the setup. Ive tried installing via the website but the laptop setup isnt reading the files, im not sure what else to do. Please help me figure something out

[VikramTheGreat]

Hi @bvargas01271,

Welcome to the HP Support Community.
 

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

Thank you for reaching out. I understand you've replaced the SSD in your laptop, performed a factory reset, and are now unable to complete the Windows setup because the network and touchpad drivers are missing. I'll be happy to help.
 

To better understand the situation, could you please share:

• The exact HP laptop model or product number.
• Which version of Windows you're installing (Windows 10 or Windows 11)?
• Are you at the initial Windows setup screen (Out-of-Box Experience) where you're unable to continue, or have you already reached the desktop?
• Are you using an external USB mouse? If so, does it work?
• When you downloaded the drivers from the HP Support website, were they copied directly to a USB drive, or did you extract them first? What happens when you try to load them during setup?

If you're still on the initial Windows setup screen, it's important to know that Windows Setup does not install HP driver packages directly from the HP website. Those drivers are designed to be installed after Windows has been successfully installed.
 

Once you share your laptop model and Windows version, we'll guide you with the correct HP recovery or driver installation method to get your network and touchpad working again. If possible, a photo of the screen where you're currently stuck would also be very helpful.

Take care and have an amazing day!

[bvargas01271]

OMEN Gaming Laptop 16-wd0013dx (7H1Z1UA)

that is the model, external mouse works, keyboard works, it is windows 11 and im stuck in the out of the box experience. I downloaded them directly from the hp website, no extract, and they just dont appear. 


@VikramTheGreat

[bvargas01271]

OMEN Gaming Laptop 16-wd0013dx (7H1Z1UA)

that is the model, external mouse works, keyboard works, it is windows 11 and im stuck in the out of the box experience. I downloaded them directly from the hp website, no extract, and they just dont appear. 

[VikramTheGreat]

Hi @bvargas01271,

Thank you for sharing the additional details. I appreciate it.
 

From what you've described, I understand you're using an OMEN Gaming Laptop 16-wd0013dx (7H1Z1UA) running Windows 11. The external mouse and keyboard are working, but you're currently stuck during the Windows Out of Box Experience (OOBE). You also mentioned that you downloaded the drivers directly from the HP website, but they do not appear during setup.
 

To help narrow down the cause, could you let us know the following:

• What BIOS version is currently installed on the notebook?
• What is the exact error or message you see on the OOBE/setup screen? A photo of the screen would be very helpful.
• At what point does the setup stop? For example, is it at the network screen, storage selection, or another step?
   

I'd also recommend running the HP PC Hardware Diagnostics to check whether the SSD or another hardware component may be contributing to the issue:

1. Turn the notebook off.
2. Turn it back on and immediately tap F2 repeatedly to open HP PC Hardware Diagnostics.
3. Run the Storage (SSD) Test and let us know the results, including any failure ID if one is reported.

The results will help determine whether the issue is related to the SSD hardware or if it's something specific to the Windows setup process.
 

Once you share the BIOS version, the exact OOBE error, and the hardware test results, we'll be happy to continue troubleshooting with you.