11-05-2016 10:27 PM
I'm working on a friends HP ENVY Notebook - m7-n109dx and we believe as well as Best Buy's Geek Squad believe that the notebook has been hacked into my friend and I are at our witts end.
All we can get into at this time is bios when we set bios to default and try to boot to safe mode windows defender offline blocks it from booting into safe mode and same thing when we press f11 to get into system recovery win defender offline blocks it. Envy Notebook is not even 6 mo old any help will be greatly apppreciated.
Tips to get the best answer
Here are some tips to help you get the best answer. Describe:
- What you were doing & experienced
- Steps to recreate
- Any error messa
Solved! Go to Solution.
11-06-2016 01:30 AM - edited 11-06-2016 01:30 AM
Thank you for posting in the HP Support forum. Welcome !
If you believe the PC has been hacked, it is best if you can reimage the PC.
For security reasons one should not use anything from the PC (especially no PE files). If you need to extract / copy friend's personal files (documents, pictures, videos,etc) - let me know and I wlll provide instructions.
You should purchase HP Recovery media that contains the original OS, can format the HDD and can revert the PC to factory default.
2. Choose Microsoft / Windows / Windows 10
3. Scroll down to "Order recovery media - CD/DVD-USB (1)"
4. Follow the on-screen instructions
>> Info US/CA/AMS >> http://support.hp.com/us-en/document/bph07143
If you face difficulties in the purchase process, contact HP Support
Here is how you can contact them :
Once you get the recovery media, here are instructions how to perform the recovery:
Please, shutdown the computer using the power button.
Insert the Windows USB thumdrive - recovery media
Power on the PC.
As soon as you press the power-on button, begin hitting the Esc button (like tap-tap-tap).
This should open a HP Startup Menu which may look similar to this one
Choose F9 to open Boot options. Select the thumb drive as boot option.
Follow the on-screen instructions to install Windows 10 and to restore to factory default.
Let me know how it goes. Provide your feedback. Do not hesitate to post again if you face difficulties.
*** Click on the button below to accept this advice as a solution if it helped you
*** Don't hesitate to hit the THUMB-UP+ button below to say thanks or give like
HP Expert - volunteer *** I am not employed by HP Inc. *** I express personal opinion only. *** IT Commodity and Cyber Security professional *** Location/timezone: Europe