Looping install after return to factory settings

[justjude1313]

I was gifted a hp notebook, with win 10. It came "restored to factory settings." I Turned it on.  The 1st screen had time zone, language. The second screen had the installation choices. It didn't matter which one I choose, it "Loops" back to 1st screen. 

[MKazi]

@justjude1313

Welcome to HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you were gifted an HP Notebook - 17z series laptop. I read that the laptop was restored to its factory settings. Now, when you power it on, you select the options on the second screen to choose the installation choices and it goes back to the first screen. Not worry, I'll do my best to help you. 

To assist you better, I would like to know the following information:

• Please let me know the exact product model no. This link will help you to find the model no: http://hp.care/2bygf7l
• Have you received any recovery disks or USB flash drive with this laptop? It is called the recovery media and contains the factory image of the Windows operating system.

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Keep only the charger and the battery connected to the laptop. Disconnect any other USB devices (apart from the USB recovery media if connected). 

If the issue persists then let us perform a Push Button Reset. Please perform the steps mentioned under "Performing a push-button reset through Windows Recovery Environment".

I sincerely hope this fixes the issue. Keep me posted. Cheers! 🙂

[justjude1313]

MKazi: The product number for my laptop is: V1R73AAR It's a refurbished 17ZY000, It's WIN HOME 10 64 BIT ENG INTL 1PK DSP OEI DVD. I bought a whole new dvd with the same  as above on it. I tried to put the new dvd in, but it did nothing.

[MKazi · Accepted solution]

@justjude1313

Thank you for replying with the information. 

You could install the Windows operating system using the recovery partition (if not yet deleted) on your HP Notebook - 17z-y000 series laptop.

To check if the original recovery partition is still intact on the laptop, please perform the following steps from this HP document:

1. Disabling secure boot.
2. Recovery when Windows 10 does not start correctly.

If the issue persists then you may contact HP phone support to get the original recovery media for your HP laptop. Using this recovery media you can restore the laptop to its original factory condition. 

Hope this helps. Let me know the outcome. Good luck! 🙂

[justjude1313]

I've already tried the steps in the document. My F11 did nothing. I only get 2 screens. Well, MKazi I will call support. Perhaps they could come up with something further. Thanks for giving me lots of good leads. 

[MKazi]

@justjude1313

You're most welcome. 

It is a pleasure to share this platform with you. Take care! 🙂