10-17-2016 06:04 PM
My mother attempted to upgrade her laptop to the latest windows version and now it doesn't work. I contacted Microsoft and was told that her system is not compatible with their upgrade. It has a blue screen (not necessarily the blue screen of death) but when I turn it on, it shows:
PREPARING AUTOMATIC REPAIR (white scren flashes)
DIAGNOZING YOUR PC
Blue Screen: AUTOMATIC REPAIR
Your PC did not start correctly
Press, RESTART, to restart your PC, which can sometimes fix the problem. You can also press ADVANCED OPTIONS to try other options to repair your PC.
RESTART does not fix PC
Continue: Exit and continue to Windows 10.
Tried and brings me back to the blue screen.
Use a device: Use a USB drive, network connection, or Windows recovery DVD
Internal Hard Disk or SSD. Drive: Brings me back to blue screen
USB drive: nothing in USB. Selected and message says The selected boot device failed. Press <enter> to Continue.
Boot Option Menu: OS BOOT MANAGER OR BOOT FROM EFI FILE.
Inexperienced and unsure what to do so I ESC to exit.
Recovery from a DVD or USB: No recovery disc.
Troubleshoot: Reset your PC or see advanced options. Reset this PC. Lets you choose to keep or remove your files, and then reinstalls Windows.
OPTIONS: Keep my files: Removes apps and setting but keeps your personal files.
Remove everything: Removes all of your personal files, apps and settings.
System Restore: Tried this but no restore point (very strange).
System Image Recovery:
UEFI Firmware Settings
Last: Turn off your PC
Not sure which one to try next. Microsoft told me I need to load drivers but how do you do that in a DOS environment since Windows doesn't work. PLEASE HELP. There has to be a simple solution to getting her PC up and running.
10-18-2016 10:24 AM
Allow me to welcome you to the HP forums!
I wish I had good news for you -- but I don't ...
While Microsoft tells you that there is no risk in the Win10 Upgrade, because they let you believe that you can always revert back to your original OS and setup within 30 days, the ugly fact of the matter is that the Win10 GoBack function has proven to be unreliable -- and when it fails, it can leave machines in a corrupted state -- which doesn't always happen, but it does happen often enough to be a problem and you won't get any warning in advance that it is going to trash your PC!
If that is not bad enough, the Win10 Upgrade is know, in some cases, to corrupt the Recovery partition stored there by the OEM that built the original machine. This pretty much guarantees that no HP Recovery is going to work: http://h30434.www3.hp.com/t5/Desktop-Video-Display-and-Touch/HP-Recovery-Manager-Blocked-After-Windo...
At this point, the ONLY way to restore her prior OS is through something known as HP Recovery Media.
HP Recovery Media is a set of DVDs and a CD, or USB stick, that will erase the hard drive (removing all data, settings, and applications, reinstall the original OS, drivers, and some HP Utilities. In some cases, you may be able to order a USB stick instead of disks. You have to order these from HP; they can not be downloaded.
You can look online for Recovery Media starting with the linked paged: http://support.hp.com/us-en/drivers
Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click "Update". If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the "+" symbol to expand that entry and click on Order Media for details.
Or, if you prefer, you can do the same by contacting HP Customer Service:
If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1
If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html
NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!
If you have trouble finding a phone number, then try: 1 (800) 474-6836
If HP no longer provides Recovery Media for your model, a couple of other sites you can check are: http://www.computersurgeons.com/ and http://www.restoredisks.com/
***Please mark Accept As Solution if my post solved your problem***
I am a volunteer and I do not work for, nor represent, HP
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