Laptop will not reset completely

[Erint886]

I have a HP Notebook with Wondows 10 (64 bit ) model: 15-bn070wm. It really hasn't been used much. It was gifted to me by my mom since I am going to college. I need to reset it because it runs pretty slow and my mom put a bunch of apps on it that I dont need or want.  However evertime I try it says there was a problem resetting the PC. I have attached pictures of what the computer says.

Please help! Thank you! 

 

[Lil_Boy_Blue]

Hi
First:- Turn off the computer, press and hold the PWR button for 4 seconds.

Then - Leave only keyboard and mouse connected, disconnect all externally connected
devices such as Docking Station, USB storage devices, displays, and printers.
Unplug the AC adapter from the computer.

Next - Press and Hold the Power button for 15 seconds to Hard Reset.
Rinse and Repeat

NOW begin checking/testing/proving the Hardware is fit for purpose.

Power on your PC, press ESC (repeatedly), then F2 at the prompt.
Choose System Tests (Fast Test does a 4 minute hardware check).
AND/OR
HOW DO I USE DIAGNOSTICS?

HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to determine if the computer hardware is functioning properly. The tool runs within the Windows operating system in order to diagnose hardware failures. HP PC Hardware Diagnostics Windows comes pre-installed on new HP computers, but if not on yours, download here:- http://ftp.hp.com/pub/softpaq/sp93001-93500/sp93457.exe

[Paul_Tikkanen]

Hi, @Erint886 

Your notebook appears to be supported by the HP cloud recovery client utility, so if the internal factory reset option isn't working, make a bootable recovery drive using the cloud recovery client.

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

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

You can also clean install W10, and set up the PC with just the things you want.

Use the media creation tool at the link below to create a bootable USB W10 installer.

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

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

https://support.hp.com/us-en/drivers/selfservice/HP-15-Notebook-PC-series/12197770/model/12189322