My Envy laptop won't boot

[farrut1922]

After only 3 years and a few months my HP Envy 360 died.  The error message says it cannot find the boot drive, though booting from a DVD shows the drive.  I think the O/S got hosed somehow.

My first question is there anyway aside from rebuilding the system to recover?  I thought there was a recovery partition.  I have followed all the screen options to try to recover, but nothing worked.

If recovery is not possible my question is if I download Windows 10 to a thumb drive and reload the O/S, how do I get the license for it.  I did register the system with HP.  I bought the system from Amazon

Thanks in advance.

[Echo_Lake · Accepted solution]

@farrut1922

Thank you for posting on the HP Support Community.

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. And also you installing the windows from HP cloud will not ask for a license. 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[farrut1922]

Thanks very much.

[Echo_Lake]

@farrut1922

Thank you for posting back. 

You're welcome! stay safe.

[farrut1922]

The solution worked, but I seem to have an older version of Windows now and it won't update.

I get this error:

There were some problems installing updates, but we'll try again later. If you keep seeing this and want to search the web or contact support for information, this may help: (0x80240fff)

[farrut1922]

In Settings->About it shows Version 1511, Windows 10586.218.

Maybe I need to get to a higher version to update to the latest version, though I don't know how.

[Echo_Lake]

@farrut1922

Thank you for posting back. 

I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

Hope this helps! Keep me posted for further assistance.

[farrut1922]

I opened the HP SA, selected my PC and check for updates.  It shows a green check for connecting to HP Servers and then starts download and finally shows creating list and then the pop-up disappears.  I never get a list or another popup, just back to the assistant.

I also tried updating the assistant, but that fails.  Current assistant is 8.1.40.3.  New one shown is 9.6.587.0

It connects to HP server, but fails in download, etc. but cleans up temp files.  I don't know where it is trying to download to so I cannot tell how far it gets.

I obviously have internet connection.

Can I manually download the new HPSA?

Thanks,

Mel

[farrut1922]

I found a link to download the assistant SP102329.exe.  Can I try that?

Thanks,

Mel

[farrut1922]

I downloaded and installed HPSA.  After rebooting twice (after the first I could not bring it up), I started it.  I don't know the version, but it doesn't tell me there is a newer version.  I ran update, but it only found two elements to update.  Wifi, which failed, and system error, which succeeded.  It made no attempt to update the O/S.  I again tried to update the O/S from settings, but it still fails.  Somehow I need to be able to upgrade the base Windows version the BIOS restore function installed.

Thanks,
Mel