Laptop will not boot or allow me to recover files

[hatcheck]

Making an attempt for a friend to recover his laptop, it is stuck on the HP logo screen and will not boot up.

It is an HP 15-DY2131wm model running windows 11 Home in S mode.  I downloaded the recovery file using HP cloud recovery tool and the proper product ID#, got the recovery file onto a USB drive but on 2 attempts to run the file it makes an attempt to load from the usb drive, then just goes back to the HP logo screen and stops.  I also made an attempt to use Windows media creation tool, with a copy of windows but it will not recognize the laptop HD.  I downloaded the storage files from the HP site for that model but they will not load and allow me to use the NVMe SSD.  I tried the power reset, ran all the component tests several times, all components passed.  I did not however disassemble the case to remove the battery for the power test.  I don't know what was done prior to being asked to look at the machine but I cannot see any files or a HD.  Thanks for any help or advice in advance.

[YourITBuddy]

It sounds like you've already put a lot of effort into troubleshooting your friend's HP 15-DY2131wm laptop. The symptoms – stuck on the HP logo, recovery media attempting to load then failing, and the Windows installer not seeing the NVMe SSD – point towards a few potential issues, even with the component tests passing.

Here's a breakdown of further steps and advice that might help:

1. BIOS/UEFI Configuration (Crucial First Step) ⚙️

Incorrect BIOS/UEFI settings can often cause these types of boot and drive recognition problems.

• Access BIOS/UEFI:
  • Turn off the laptop completely.
  • Turn it back on and immediately start tapping the F10 key repeatedly until the BIOS setup utility appears.
• Load Optimized Defaults:
  • Once in the BIOS, look for an option like "Restore Defaults," "Load Setup Defaults," or "Load Optimized Defaults."1 This is often found under the "Exit" or "Main" tab. Select it, save, and exit. This will reset any custom configurations that might be causing issues.
• Check for NVMe Drive Detection:
  • In the BIOS, navigate through the menus (often under "System Information," "Main," or "Advanced") to see if the NVMe SSD is listed. If the BIOS itself doesn't see the drive, then it's unlikely any operating system or recovery tool will. This would point more strongly to a hardware issue with the SSD or its connection, despite the passed component tests.
• Boot Order:
  • Ensure the USB drive is set as the primary boot device when you're trying to use the HP Cloud Recovery or Windows Media Creation Tool. This is usually under a "Boot" or "Boot Options" menu.
• Secure Boot:
  • Secure Boot can sometimes interfere with booting from USB media or with recognizing hardware during OS installation.2 Try temporarily disabling Secure Boot in the BIOS. The option is usually found under "Boot Options" or "Security." Remember to re-enable it later if disabling it helps and Windows gets installed.
• Intel VMD Controller (Very Important for Drive Detection):
  • Your laptop likely has an Intel 11th-gen processor, which may use Intel Volume Management Device (VMD) technology.3 If VMD is enabled in the BIOS (often under "Advanced" or "System Configuration"), the standard Windows installation media might not see the NVMe drive without specific VMD-enabled IRST (Intel Rapid Storage Technology) drivers.
  • Check if there's an option for "Intel VMD controller" or similar. Note its current setting. Sometimes, you might have an option to disable it (which might make the drive appear as a standard AHCI device), but this isn't always available or ideal. If it's enabled, you'll need the correct IRST VMD drivers (see next section).

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2. Windows Media Creation Tool & IRST Drivers (Revisit) 💾

You mentioned downloading storage files that wouldn't load. This often happens if the correct "F6 drivers" aren't used or loaded properly, especially if Intel VMD is active.

• Download the Correct IRST Drivers:
  • Go to the HP Support page for the HP 15-DY2131wm.
  • Look for Intel Rapid Storage Technology (IRST) drivers. Specifically, you need the "F6flpy" (pre-installation) drivers. If Intel VMD is enabled, you'll need the version that explicitly supports VMD. Intel's website also provides these drivers (search for "Intel RST F6 drivers" and your CPU generation).4
• Prepare the Drivers on the USB:
  • The drivers usually come as a .zip file (e.g., f6flpy-x64-vmd.zip or similar).5
  • Extract the contents of this .zip file to a separate folder on your Windows installation USB drive.
• Loading Drivers During Windows Setup:
  1. Boot from the Windows Media Creation Tool USB.
  2. Proceed until you reach the "Where do you want to install Windows?" screen (where the drive should be listed).
  3. Since the drive isn't visible, click on "Load driver" (usually at the bottom left).
  4. Click "Browse" and navigate to the folder on your USB drive where you extracted the IRST/VMD drivers.
  5. It should find compatible drivers. If not, try unchecking the box that says "Hide drivers that are not compatible with this computer's hardware" to see if any drivers appear. Select the appropriate driver (often related to "Intel RST VMD Controller" or similar) and click "Next."
  6. If successful, your NVMe SSD should now appear in the list of drives.

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3. HP Cloud Recovery Tool Re-attempt ☁️

After checking/adjusting BIOS settings (especially if you made changes like disabling Secure Boot or loading defaults), try the HP Cloud Recovery USB again. If the underlying issue was a BIOS configuration, this might now proceed correctly. The fact it tries to load and then stops could indicate it initializes but then fails to communicate properly with the SSD.

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4. Use a Linux Live USB for Diagnostics 🐧

This is an excellent way to determine if the hardware (especially the NVMe SSD) is detectable outside of a Windows environment, bypassing Windows driver issues.

• Create a Linux Live USB: Download an ISO for a user-friendly Linux distribution like Ubuntu or Mint. Use a tool like Rufus or BalenaEtcher to create a bootable USB drive.
• Boot from the Linux Live USB: You might need to adjust the boot order in BIOS or use the boot menu key (often F9 for HP) during startup.
• Check for the Drive: Once Linux boots up (choose the "Try Ubuntu/Mint without installing" option), use tools like "Disks" (Gnome Disks) or "GParted" to see if your NVMe SSD is detected.
  • If Linux can see the drive, it suggests the drive is likely functional, and the problem is more related to Windows drivers or the Windows installation/recovery process. You might even be able to check the S.M.A.R.T. status of the drive from Linux for health information.
  • If Linux cannot see the drive, it increases the likelihood of a more significant hardware issue with the SSD or motherboard, despite the HP component tests passing.

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5. Hardware Checks (If Comfortable) 🛠️

• Reseat the NVMe SSD: If you're comfortable opening the laptop, carefully disconnect the power and main battery (if easily accessible or if you decide to do the full power reset discussed below), then locate the NVMe SSD. Gently remove and reinsert it to ensure it's properly seated in its M.2 slot. Static discharge precautions are essential here.
• Full Power Reset (including internal battery): You mentioned not disassembling to remove the battery for the power reset. If other steps fail, and you're comfortable doing so, disconnecting the internal battery, holding the power button for 30 seconds to discharge any residual power, then reconnecting the battery and trying again can sometimes resolve stubborn issues. However, only do this if you are confident in disassembling and reassembling the laptop.

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6. Potential SSD Issue Beyond Basic Tests 🤔

While the HP component tests passed, these tests don't always catch all types of drive failures, especially logical errors, firmware glitches, or issues that only manifest under specific load conditions (like an OS install). If the drive isn't seen in BIOS, or by Linux, and the driver loading fails consistently, the SSD itself remains a prime suspect.

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Next Steps if Still Unresolved:

If after trying these steps, especially the BIOS configurations, correct IRST/VMD driver loading, and the Linux Live USB test, the drive is still not usable or detected, then:

• The NVMe SSD might have failed in a way that basic diagnostics don't pick up.
• There could be a more complex issue with the motherboard's M.2 slot or controller.

At that point, if the laptop is under warranty, contacting HP support is the best course of action. If not, you might need to consider taking it to a professional computer repair technician who can perform more in-depth hardware diagnostics or attempt to test the SSD in another system.

Good luck with the repair!

[tk_srq]

@hatcheck,

YourITBuddy already mentioned that your Intel 11th gen processor requires Intel RST VMD storage drivers to be supplied to the Windows installer, which then detects the NVMe SSD to install Windows on.

I just let you know that this thread shows how to install IRST drivers for the W11 installation.

Solved: Can't reinstall Windows 11 from USB on HP Pavillion - HP Support Community - 9380261

[hatcheck]

First I wanna thank YourITBuddy for taking the time to answer my question, as you suggested I went into BIOS and loaded setup default and saved that.  I then searched BIOS for the NVMe drive which it recognized as an Intel (ID number)NVMe drive,  it showed as 2 partitions one was 239 g and one was 13.9g.  I'm assuming one is a recovery partition.  I had already changed the boot order to USB.  I then disabled secure boot and when I saved it and made an attempt to recover I got a screen asking for my bitlocker key.  I don't know if he has one and when I cancelled out of that now I'm not able to replicate the bitlocker key screen.  I have reached out to my friend to see if he has an microsoft account and if he can get that batch of numbers for me.

You are correct it is listed as an 11th gen processor and when I made my 2 attempts to recover using windows media creator I did in fact download the VMD storage controller drivers from the HP support page.  It contained 3 possible drive folders I could use one was F6 drivers which froze the machine, as did a 9306 driver, and the third driver simply said unable to install this driver.  I am in the process of creating another windows media creation drive and as you and another member answered I will try with those drivers again.  I will try with the media creation drive when it's ready and hope I can get farther.  If all this fails I will disassemble the case and try the hard reset by disconnecting the battery.  Again thank you so much for your help.

[hatcheck]

Thank You Tk_srq for your help and response, I am in the process of creating another windows media creation drive and will include the drivers from the thread you have attached.