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‎01-15-2020 11:24 AM

HP Recommended
Product: ENVY x360

My envy is just more than a year old.  First the touch screen stopped working.  Then the keyboard.  Once that happened, I researched for days how to fix it and I finally did by uninstalling something in the device manager.  After fixing the keyboard, I decided to try and fix the touch screen that hadn't been working for months.  I spoke with a rep on the phone and he remoted into my laptop and couldn't fix the issue, so he told me to back everything up and then do a recovery.  I did so and got an error message saying "Restoration Incomplete" and now I can't do anything,  Please help.  

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1 REPLY 1

‎01-15-2020 12:02 PM

HP Recommended

Hi:

 

If the factory reset option didn't work you should be able to make a bootable recovery drive using another Windows PC, and the HP cloud recovery tool.

 

Here is an info link for how to use that utility...

 

https://support.hp.com/us-en/document/c06162205

 

There is a trick to getting the tool to recognize the product number.

 

Immediately after entering the product number of your notebook where indicated, press the Enter key.

 

If you click off that window, the tool will report an unknown product ID error.

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