Problem with

[Marco_Bevan]

Hello HP Support,

I am trying to use the HP Cloud Recovery Tool to restore my HP 24-g080na All-in-One PC to its original factory software.

The PC originally came with Windows 10. I later installed Windows 7, but I have since performed a clean installation of Windows 10 and would now like to restore the PC to its original factory image with all of the pre-installed HP applications, as I am preparing it for a family member.

The HP Cloud Recovery Tool asks for the Product ID/Product Number. I have tried both of the following:

• Product Number: Y0Z84EA

• Product Number: Y0Z84EA#ABU

The BIOS shows:

• Product: Y0Z84EA

• Serial Number: 8CC8160S0X

However, the Cloud Recovery Tool displays the following message:

"Product ID does not match. Product is invalid. Please contact HP Support."

Could you please advise why the Product Number is being rejected and whether a factory recovery image is still available for this model?

Thank you for your assistance.

Kind regards,

Marco

[tk_srq]

@Marco_Bevan,

Your device's SN indicates that the AIO PC was manufactured in the 16th week of 2018.

HP withdraws the cloud recovery support when PCs reach 5 years of age, so that's probably the reason the recovery tool didn't accept the product ID.

Your only other option will be to clean install W10 with a Windows installation usb drive created with Microsoft Media Creation Tool from the link below.

Download Windows 10

Microsoft ended W10 support in 2025 but extended security support until October 2027. Click the link below for more information if you are interested.

Windows 10 Extended Security Updates | Microsoft Windows