Laptop won't factory reset

[Achitwood]

I'm having problems factory resetting my stepson's laptop. It's an HP Stream Laptop PC - Model # 11-y010wm (blue).

I  went to settings,  update & security, recovery, then "Reset This PC". I selected "Remove Everything", then "Just remove my files". Once this loads, a message pops up that says "There was a problem resetting your PC. No changes were made."

I watched a few Youtube videos on how to try troubleshooting this but no luck. I even tried using the Command Prompt to fix the issue, still no luck. Can anyone give me an idea of what I need to do? I don't understand how it can be so messed up to the point where we can't even factory reset it! Also, when the computer first starts up, there's a Java error message that says something about the module. I'm not sure what this means. I looked up a repair shop in my area and it's going to cost $140 for them to just look at it. Please help!

TIA

[Paul_Tikkanen]

Hi:

If the factory reset option isn't working, the only suggestion I can offer would be to clean install W10 as follows...

Since those Stream notebooks have such small storage drives, during the part of the installation script where it asks 'Where do you want to install Windows?', delete all partitions of the drive, leaving just one drive of unallocated space.

Here is how to make the W10 installation media...

You can make a W10 USB flash drive installer with the Microsoft Media Creation Tool, using an 8 GB flash drive using another Windows PC, if your PC is not working.

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

If you are asked to enter a product key during the installation process, select the 'I don't have a product key' option, and W10 will install and automatically activate once you are connected to the internet.

Here are the steps to create the W10 USB flash drive installer...

Select Download tool now, and select Run.  If you agree to the license terms, select Accept.

On the What do you want to do? page, select Create installation media for another PC, and then select Next. 

Select the language, edition, and architecture (64-bit or 32-bit) for Windows 10. You want 64 bit. 

Select which media you want to use:  USB flash drive. Plug in a blank USB flash drive with at least 8GB of space. Any content on the flash drive will be deleted.

After W10 installs, you can install the drivers and available software from your PC's support page.