-
×InformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center. -
-
×InformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center. -
- HP Community
- Notebooks
- Notebook Operating System and Recovery
- Unable to boot laptop with the HP Cloud recovery USB- DRIVER...

Create an account on the HP Community to personalize your profile and ask a question
12-05-2024 02:22 PM - edited 12-05-2024 03:29 PM
I have two laptops (same configuration), both went dead at the same e.g. hp logo circle keeps running and ends up with bsod. I created the HP cloud recovery tool in a usb but neither laptop is able to boot. I am getting bsod with error- DRIVER PNP WATCHDOG
I updated the BIOS and tried again but end up with same error. All system test passes. Someone suggested SATA configuration change in another forum but my laptop doesn't have option to change in the BIOS utility page.
I haven't found a solution that worked for an OP to same error in any other post. I am at a loss with two laptops down. Any helpd is highly appreciated. Thanks.
Solved! Go to Solution.
Accepted Solutions
12-23-2024 01:56 PM - edited 12-25-2024 04:34 AM
Including all screenshots for any other person having the same problem. The root cause was the missing storage drivers which might have been corrupted because of an update ( 2 laptops at the same time).
BitLocker is tied to my microsoft account.
I created recovery USB for the product ID for my laptops again but it didn't work. No drive corruption indication.
I created the Windows Media Creation tool but while trying to install Windows, it couldn't find any drive.
The list disk command doesn't show the hard drive.
I downloaded the storage drivers from this link (specific to my laptop model).
Newer IRST drive wasn't recognized.
Copied the F6 Folder (also VMD and HasExtension folders as another HP Support person advised to try those if F6 doesn't work) into the root folder of the Windows Media Creation tool usb.
When Load driver option came up, I browsed to the usb->F6 folder
1st and the 2nd driver installed giving the below options . (In the other computer the 4th partition doesn't show as recovery but unallocated)
Since I installed the driver , instead of continuing with the windows installation, I tried the HP cloud recovery tool hoping to save my data. Also, the installation process shows that I have Windows 11, not 10 as I had previously thought.
Since no data was found for backup, I had no choice but to use the Factory Reset option.
However, when installing the windows, it asked to sign in to my microsoft account and then it showed a message that I have backup of my old laptop with microsoft that could be copied over. I selected that option and got my data back.
Having one drive enabled with microsoft helped regain the data.
Thanks for your help in the process.
Thanks,
Gautam
12-08-2024 01:40 AM
Hi @gautam123456789,
Welcome to the HP Support Community.
I'd be glad to help you!
I’m sorry to hear about the frustration you're experiencing with both laptops failing to boot, especially after trying multiple solutions. Let's work together to identify the root cause and get your laptops back up and running.
- Were there any updates, installations, or changes made on the laptops before they stopped booting?
- Have you tried using a different USB drive or re-creating the HP Cloud Recovery Tool in case the original one is corrupted?
- Is your laptop configured with a standard HDD/SSD or an NVMe drive, and do you know if any RAID or Intel Optane configuration is in use?
Let's try these steps.
Recreate the HP Cloud Recovery USB:
- Use a different USB drive (16GB or larger, formatted to FAT32) to recreate the recovery tool using the HP Cloud Recovery Tool. Ensure the creation process completes without errors.
- Test the new USB drive on both laptops.
Disable Fast Boot and Secure Boot in BIOS:
- Enter BIOS by pressing Esc or F10 during startup.
- Locate and disable Secure Boot and Fast Boot under the Boot Options or Security tab.
- Enable Legacy Boot if available, then save and exit.
- Try booting from the recovery USB again.
Perform a Clean Installation via Windows Media Creation Tool:
- Download the Windows Media Creation Tool on a working computer.
- Create a bootable USB drive and attempt a clean installation of Windows on one of the laptops.
- If successful, install HP drivers manually from the HP Support website for your model.
Run DISKPART to Check Disk Configuration:
Test with Alternate Bootable Tools:
- Create a bootable USB with a lightweight operating system (e.g., Linux Ubuntu) to rule out hardware issues.
- If the laptop boots successfully into Linux, it confirms that the hardware is fine and the problem lies with the Windows recovery process.
Contact phone support if these steps don’t work or you encounter specific errors.
Hope this helps! Keep me posted for further assistance
Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.
I am an HP Employee
12-10-2024 01:09 PM
Thanks Elohi.
My laptops were unused for about 3 months. When turned on, they wouldn't start.
They have standard SSD and when selecting the boot options it does show Intel Optane.
There is no Fast boot or Legacy boot options in bios.
After disabling the secure boot, in bios, I get this message. So, I entered the code 0063 and clicked "Enter"
Which took me to Bitlocker recovery
On entering the recovery key, it the hp logo with the rotating circle continues till the laptop restarts.
If I do not enter the recovery key and restart the laptop trying to boot from the recovery USB, my usb blinks for 10 seconds but then windows goes in the same hp logo with the rotating circle ending in the DRIVER PNP WATCHDOG error.
Should I be entering the bitlocker recovery key?
I will try to recreate the recovery usb one more time before seemingly the last option of using the windows media creation tool.
12-11-2024 08:49 AM
Hi @gautam123456789 ,
Thanks for writing back!
- Do you recall setting up BitLocker or does it seem like it was enabled automatically (e.g., tied to a Microsoft account or an organization)?
- Are you using the correct recovery USB created for your specific laptop model, or is it a generic recovery USB?
- Was there any indication of a drive corruption or storage-related issue when accessing the BIOS or during earlier troubleshooting?
Confirm and Use the Correct BitLocker Recovery Key:
- If you’re prompted for the BitLocker recovery key, you should enter it to proceed.
- You can retrieve your recovery key via your Microsoft account (BitLocker recovery page) or from any printout/backup you may have created when BitLocker was set up.
Recreate the Recovery USB:
- Recreate the USB drive using the HP Recovery Manager or the Windows Media Creation Tool (for a fresh Windows installation).
- Ensure that the USB is formatted as FAT32 and created on a stable PC to avoid issues with boot files.
Attempt Recovery After Disabling Secure Boot:
- Access the BIOS, disable Secure Boot, and enable USB Boot if available.
- Restart the laptop with the recovery USB connected and ensure it’s the first boot device in the boot order.
Run Startup Repair:
- Boot from the recovery USB and select Repair your computer > Troubleshoot > Advanced options > Startup Repair.
- Let Windows diagnose and attempt to repair any boot issues automatically.
Reinstall Windows (as a Last Resort):
- If recovery fails, use the Windows Media Creation Tool USB to perform a clean installation of Windows.
- During the installation process, format the drive but do not delete partitions related to BitLocker unless you are certain the drive can be reformatted.
- Install Windows on the main drive (non-Intel Optane partition) if applicable.
You may also refer to Using BitLocker and finding the recovery key
Keep me posted for further assistance
Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.
I am an HP Employee
12-23-2024 01:56 PM - edited 12-25-2024 04:34 AM
Including all screenshots for any other person having the same problem. The root cause was the missing storage drivers which might have been corrupted because of an update ( 2 laptops at the same time).
BitLocker is tied to my microsoft account.
I created recovery USB for the product ID for my laptops again but it didn't work. No drive corruption indication.
I created the Windows Media Creation tool but while trying to install Windows, it couldn't find any drive.
The list disk command doesn't show the hard drive.
I downloaded the storage drivers from this link (specific to my laptop model).
Newer IRST drive wasn't recognized.
Copied the F6 Folder (also VMD and HasExtension folders as another HP Support person advised to try those if F6 doesn't work) into the root folder of the Windows Media Creation tool usb.
When Load driver option came up, I browsed to the usb->F6 folder
1st and the 2nd driver installed giving the below options . (In the other computer the 4th partition doesn't show as recovery but unallocated)
Since I installed the driver , instead of continuing with the windows installation, I tried the HP cloud recovery tool hoping to save my data. Also, the installation process shows that I have Windows 11, not 10 as I had previously thought.
Since no data was found for backup, I had no choice but to use the Factory Reset option.
However, when installing the windows, it asked to sign in to my microsoft account and then it showed a message that I have backup of my old laptop with microsoft that could be copied over. I selected that option and got my data back.
Having one drive enabled with microsoft helped regain the data.
Thanks for your help in the process.
Thanks,
Gautam