Stuck on restoration incomplete

[Juana97]

I was advised by HP technical support to restore my laptop to factory settings. I tried that but now it's stuck on restoration incomplete. I tried calling them but their calling center closed already. I need to fix this tonight.  I need help  ASAP. 

[IT_WinSec]

Hello @Juana97 

Welcome !

It would be great if you can provide more details, some background information why you need to restore and what made you call HP initially ?

With regards to the restoration incomplete - it may fail for several reason but primary due to software issues (like corrupted partition drive) or hardware issues (e.g. corrupted hard disk drive).

1. Try to perform hardware diagnostics to rule out hardware problem. Press and hold the power-on button for at least 5-6 seconds until the PC shuts down completely. Wait for a while and press the button again to start back the PC. Immediately start hitting F2 repeatedly until HP hardware checks module starts. Perform fast (quick) check. If not available, test the HDD. Here are detailed instructions in this video >> https://www.youtube.com/watch?v=6JXUp43ahHA
2. If the hardware tests pass, this is fine. Try performing recovery again using the F11 option

Let me know how it goes so far. I will provide next steps eventually.

[Juana97]

Hello! 

Earlier today I was having problems with a Windows update because a message saying "display driver failed to start" appeared. Once Windows updated things where fine for a couple of hours. I was using Google and then the screen started flickering and my screen froze and closed Google. I noticed I was getting the display driver message again so I called HP support. They told me to do a factory reset. I did it and then I got the restoration incomplete message. I tried calling again but by then their call center was closed. I already tried a hardware diagnosis and it says it's fine. I tried other tests too and everything is fine. 

[IT_WinSec]

Hello @Juana97 

Thank you for the detailed explanation.

Since the hardware tests passed - this is a good sign (the better option) - hardware is OK, it is just a Windows problem.

Recovery may fail due to many reasons - most often the recovery partition is corrupted due to virus/malware, Windows Update/upgrade, etc ... This recovery procedure is kind of obsolete now. Your best way to really perform a recovery procedure is to use a Microsoft solution and perform fresh clean Windows installation.

• Here are detailed instructions with video how to do it >> https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/Recovery-disks-not-working-on-l...

Please, take your time and read the instructions in details. Watch the video and follow the steps.

Let me know how it goes.