Started out with a Stop Code: System Thread Exception Not Handled; What Failed: RTKVHD64.sys.

[SE915]

Started out with a Stop Code: System Thread Exception Not Handled; What Failed: RTKVHD64.sys. So, I called Microsoft Support for help and the next thing I know, not only could they resolve the problem, but the way I log onto my notebook, my credentials have been changed and no audio. I want to reset back to factory defaults but want to know if original audio software is a part of the reset process.

[Paul_Tikkanen]

Hi:

It should be if you can factory reset the PC without HP recovery media.

If not, you can use the HP cloud recovery tool and a 32 GB USB flash drive to create a bootable USB recovery drive that will reinstall Windows, the drivers and the software that originally came with your PC.

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

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10 | HP® Customer Support

If you have to use the utility on another PC, you will need to enter your PC's product number in the tool's search window in order to proceed to make the recovery media.

Your PC's product number is:  208M9UA#ABA

[SE915]

Thank you for the reply. I meant to say earlier that Microsoft did not resolve my problem and created more problems as noted. I'm able to reset everything through my laptop and will get started soon. Your other recommendations are my other safekeeping.  Again, thank you for your help.

[Paul_Tikkanen]

You're very welcome.