Unable to download the ISO for cloud recovery tool

[mikaph]

Hello. I am trying to use the HP Cloud Recovery Tool to restore my laptop. When the tool tries to download the image, I get an error message that says it has failed to download the image file m48099-001.iso .

I am able to imitate the error using a different workstation, so I don't think its the hardware.

Is there another source that I can my image from?

Thanks, Michael

[Jerry_57 · Accepted solution]

Hi @mikaph,
 

Welcome to the HP Support Community.
 

Thank you for reaching out. I understand that the HP Cloud Recovery Tool fails while downloading the recovery image file m48099-001.iso, and that you were able to reproduce the same issue on another computer. Since the behaviour is consistent across multiple systems, it is less likely to be related to your laptop's hardware.

This error can occur due to:
 

• A temporary issue with the HP recovery image server.
   
• Network restrictions such as a firewall, proxy, VPN, or security software interrupting the download.
   
• An issue validating the product information required by the recovery service.

As a first step, we recommend trying the download again using a different network connection (for example, a home network or mobile hotspot) and ensuring that any VPN, proxy, or third-party security software is temporarily disabled.
 

Alternative Recovery Option

If the Cloud Recovery Tool continues to fail, you can install a clean copy of Windows directly from Microsoft using the official Media Creation Tool:
 

• Windows 11: https://www.microsoft.com/software-download/windows11
   
• Windows 10: https://www.microsoft.com/software-download/windows10 

Your Windows license is embedded in the system firmware, so Windows should activate automatically once connected to the internet. After installation, you can download any HP-specific drivers and software from Official HP® Support.
 

Please let us know your notebook model or product number if you would like us to verify whether a recovery image is currently available for your system.

I hope this helps.

Take care and have a great day!