Trying to reset my daughters laptop and it gets to 54% then crashes

[Missymoo43]

Trying to reset my daughters laptop to factory settings and delete all of the laptop content it gets to 54% then a message comes up saying couldn’t reset help it’s driving me crazy 

[WAWood]

@Missymoo43 

The Community can not provide any assistance without some details ...

So, please provide the following:
1) detailed model number of the PC
2) OS version the PC is running (i.e., Win7, Win8x, Win10)
3) Age of the PC

Once you provide the needed details, someone will reply.

[Missymoo43]

Good morning 

the model is 11-r001na found this on the back of the laptop, it’s running on windows 10 as far as I’m aware and don’t think it’s that old she was using it for university... I fear she may have wiped the HP recovery manager as well.. I have looked at other posts but still unable to reset it.. when turned on it doesn’t even ask for a password now and doesn’t load to desk top either.. 

Any help is much appreciated.

[Lil_Boy_Blue]

Hi

One of these?   HP Stream Notebook - 11-r001na (ENERGY STAR)

https://support.hp.com/us-en/product/hp-stream-11-r000-notebook-pc/8499339/model/8942289/manuals

http://h10032.www1.hp.com/ctg/Manual/c04795670              Page 66

Hard Drive   32 GB eMMC

NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default.

The above makes Recovery difficult, as the available space is limited or non-existant.

Usual response is to delete everything you can, but obviously you cannot.

So you need to read thru and ask again as you learn more about the options available to you.

Like "I have a recovery USB"  or "I have another PC to create a USB"

What next?

A hardware diagnostic may help, but is not currently a priority.

[Missymoo43]

Yes it’s one of those laptops... unfortunately she has forgotten the password to login as well lol... 

ok I will perform a hard drive quick test then the extensive one if needed and see what the outcome is.

Thank you for replying.

[Lil_Boy_Blue · Accepted solution]

Hi

As it is a solid state device, it is unlikely to have failed, but could be corrupted.

An option maybe...

Using the HP Cloud Recovery Tool (Windows 10 and 7)

HP PCs - Using the HP Cloud Recovery Tool (Windows 10 and 7)

Learn more

ELSE

https://www.microsoft.com/en-us/software-download/windows10

and this is relevant...

https://h30434.www3.hp.com/t5/Notebooks-Knowledge-Base/Windows-10-v1903-and-Reserved-Storage/ta-p/70...

https://www.tenforums.com/tutorials/124859-check-reserved-storage-size-windows-update-windows-10-a.h...

If in doubt please ask.

[Missymoo43]

Thank you so much for the link for getting windows 10 software the laptop is now up and running again.. much appreciated and very relieved it’s back working again..

[Lil_Boy_Blue]

Prego.