Recovery Fails - Command Prompt X:\ - Chkdsk Fails to Fix or Repair

[tonymcc2]

The laptop was running fine, but left unattended for several days. It came unplugged and the battery drained. When rebooting it, it went to the Recovery options. I went to a command prompt and it went to X:\. Chkdsk would not complete, recovery would not complete, restore to factory settings would not complete ... as if the hard drive is damaged. I do not see any option on HP.com to buy a recovery kit for this model. What should I do? Thank you, Tony

[DavidSMP · Accepted solution]

Hi @tonymcc2,

Good Day! 🙂  Thanks for taking an interest in the HP Support Forums! 🙂 Hope you are doing well. 🙂 I reviewed the post and understand that you require assistance regarding  boot issues and ordering recovery media. I’ll be really glad to assist you. 🙂

You’ve done an excellent job on diagnosing the issue from your end. Kudos to you for that. 🙂 It is always a genuine pleasure to work with customers that display great levels of technical expertise and skills. You are a valued HP customer and it is paramount to assist you here. It is a privilege to serve you. 🙂

For better clarity, we need to isolate the issue correctly to being hardware or software related.

• Please visit this link and run complete system diagnostics. Link: http://support.hp.com/us-en/product/HP-Pavilion-17-Notebook-PC-series/5401229/model/7096824/document...
• If the diagnostics fail it will display a failure code for failed components. Please make a note of it.
• It takes about 2 hours to run.
• Then please contact HP phone support to get the unit serviced by visiting this link: http://hp.com/contacthp
• If the unit is under warranty, the manufacturer’s warranty should cover repair services for you.
   
• If the diagnostics pass, please order the original windows recovery media from this link: http://support.hp.com/us-en/mediaorder/HP-Pavilion-17-Notebook-PC-series/5401229/model/7096824/softw...
• The product initially came preinstalled with Windows 8.1
   
• Visit this link to perform a system recovery to factory settings. Link for recovery: http://support.hp.com/in-en/document/c03489643
• Please select the most relevant option that best suits your computer to run the recovery.

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

Happy holidays to you and your family. 🙂

[tonymcc2]

Thank you very much! The hard disk tests fail. I'm considering buying a new hard drive and a recovery kit. Will the recovery kit install correctly with a different hard drive from OEM?

Thank you again ... and Merry Christmas!

Tony

[Riddle_Decipher]

@tonymcc2

Thank you for the update,
I appreciate your time and efforts,

Merry Christmas to you too,

The OEM is designed to work only on factory defaults, so ensure you're getting a hard drive that has the same size and transfer speed as the original, otherwise it may or may not work.

If it doesn't work, you can always install a retail version of the windows with the hard drive size/speed of your preference.

I hope that answers the question.

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with your and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[tonymcc2]

Thank you again for your response. Well, I don't want to purchase Windows ... that's sort of the reason for the $45 "Recovery Kit." The hard drive has failed. It's 1TB, I'm pretty sure, but how can I confirm the transfer speed? Is this info written on the physical hard drive itself?

Thank you,

Tony

[Riddle_Decipher]

@tonymcc2

Thank you for replying,

You are right, the hard drive contains the information on a bar coded sticker,

You may also find the details on the product specifications page by Clicking here and entering your product number.

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, 

mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[DavidSMP]

Hi @onymcc2,

I thank you greatly for accepting this as a solution. It has been an absolute privilege to share this platform with a customer that has displayed great credentials as a technician. The copious troubleshooting and investigations performed by you could have turned even Sherlock Holmes green with Envy! 🙂 Fantastic effort. Kudos to a job very well done. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

Take care now, stay healthy, keep smiling big and do have a blessed year ahead. 🙂