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Grill
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Message 1 of 4
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Logged on lost all files and associated documents & pictures !

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HP ENVY TouchSmart 15-j102sa
Microsoft Windows 10 (64-bit)

Shut down the laptop, logged on a couple of days later to find no files, documents pictures etc all gone 😞

Any associated programmes Outlook, Office & Flickr all gone as well !

Any ideas what may have caused it? and suggestions if it can be recovered?

 

Thank you 🙂

3 REPLIES 3
praveen196
HP Support Agent
HP Support Agent
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Message 2 of 4
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@Grill Welcome to HP Community!

 

I understand that after shutdown and login back you are unable to see the personal data.

 

Have you made any changes to the computer? 

When was working before?

 

Please perform the hard reset and check.

 

Hard Reset:

1) Shutdown the computer.  

2) Unplug all the Adapter and peripherals connected.  

3) Remove the Battery. ( not for Built-in Battery computer ) 

4) Press and hold down the power button for 15 to 20 seconds.  

5) Plug-in the Adapter and put the Battery back into the computer if it's a (removable battery)

6) Try to turn on the computer and check, If the issue persists continue next step

 

I would suggest you perform the system restore and check. Please refer to the following link.

 

HP will not support user 

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

 

 

 

Grill
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Message 3 of 4
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Hi, thanks for the update.

Tried the hard reset no different 😞

re questions: All working ok before shut down.

There may have been an auto update and shut down at the end.

 

When opened up to use , no files at all, docs pictures, office 365, Outlook,  Flickr , all short cuts gone.

 

in documents it only has HP applications package app data, metadata and youcam everything else has gone 

 

If I carry out a system restore will that recover the files , pics or wipe the system and need to start again

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WAWood
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@Grill 

A System Restore does not restore the apps, your data, or any of your settings.  It should really be called Operating System Restore because that is really WHAT it restores.

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