Problems with resetting / system restore

[Yaneisif]

My daughter changed the password and forgot it, so in order to fix this, I tried to do a system restore to erase all info and set the computer back to factory settings (used F11). In the middle of it the computer turned off because it ran out of battery and it got stuck on 64% of the restore process. How can I fix this?

[WAWood · Accepted solution]

@Yaneisif

Hello;

Allow me to welcome you to the HP forums!

Why would you attempt a total system restore without the laptop plugged into AC Power?  That makes no sense ...

In all likelyhood, now, it is in an interim state that will require a total system reset -- using something known as HP Recovery Media.

HP Recovery Media is a set of DVDs and a CD, or USB stick, that will erase the hard drive (removing all data, settings, and applications, reinstall the original OS, drivers, and some HP Utilities. In some cases, you may be able to order a USB stick instead of disks. You have to order these from HP; they can not be downloaded.

You can look online for Recovery Media starting with the linked paged: http://support.hp.com/us-en/drivers

Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click "Update". If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the "+" symbol to expand that entry and click on Order Media for details.

Or, if you prefer, you can do the same by contacting HP Customer Service:

If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!

If you have trouble finding a phone number, then try: 1 (800) 474-6836
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However, HP Customer Support is generally not available on the weekends, so you might have to wait until Monday to contact them.
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If HP no longer provides Recovery Media for your model, a couple of other sites you can check are: http://www.computersurgeons.com/ and http://www.restoredisks.com/

When you get the media, if it is a USB stick, insert it into your PC, pressing F9 to get a Boot menu, then select the External USB Hard Drive to boot from it.

[Andre712]

Hello hp,
I ordered the usb stick to reset my laptop but after waiting 3or 4 hrs I get this message “ the recovery attempt has failed...” and it just asks me to try again which already did 3 times or save log...can someone please help me with this issue? Is it possible that I got a faulty usb from hp??
Please any advise is welcome.
Thanks,

Jonathan

[Yaneisif]

Thanks so much! I had it plugged in but it takes a few hrs, after I left to work my daughter realized that she needed to charge her phone and that was the only power outlet by her bed, so she thought that the laptop was charged enough and unplugged it (yes... I know what you are thinking, that stupid girl again lol)