What next with recovery/system restore?

[JGN]

My niece's laptop locked up after six months' use. I tried to restore to factory but no luck. F11 works however Troubleshooting only shows "Reset This PC" and "Advanced Options" no "Recovery Manager". Factory reset with data wipe runs until about 48% then says "There was a problem resetting" and shows a cancel button. What now? I'll put Linux on it if I have to or Win7 if the drivers work.

[IT_WinSec]

Hello @JGN

Welcome to the HP Support forum. Thank you for posting.

The recovery can fail due to :

- hardware problem with the storage device (e.g. failed HDD/SSD/eMMC/etc....)

or

- software problem with the recovery partition (corrupted recovery partition - sometimes can happen due to Windows upgrade)

Perform some basic hardware checks to rule out hardware problem

1. Please, shutdown the computer using the power button (pressed and hold for a few seconds until PC powers off)

2. Power the computer back on.

2.1 As soon as you press the power-on button, immediately begin hitting the Esc button (like tap-tap-tap) before any logo appears. This should open a HP Startup Menu

3. Choose F2 to open System Diagnostics. Follow the on-screen instructions to perform System Test >> Quick test.

This will check major hardware componets for issue (do it just in case) . Here is more info >> https://www.youtube.com/watch?v=6JXUp43ahHA

If there are no system checks/no quick tests, perform HDD (hard disk drive) and RAM check (memory check).

Let me know the test results. If the tests pass without issues, continue. If not, please, let me know

Let me know how it goes.

If all hardware checks pass

This means it is software issue. Windows needs to be reinstalled. This can be done by either

- using original HP Recovery media

or

- by using your own recovery media or Windows installation media

You may also install GNU/Linux-based operating system if you prefer. Tux is always welcome 🙂

Do you prefer Windows or Linux on this PC?

Did the PC come with Windows preinstalled ? Which Windows version ? What is the Windows you have at the moment on this PC ?

[JGN]

Ran the System Test -> Quick test and everything checked out.

I'm embarrased to admit I forgot to add that when I got the laptop the other day it had blue screened with an IRQ_ not_less_than error and ??wlane.sys (IIRC). That's when I tried to recover and when that failed tried to reinstall. Three times now it gets about 48% and errors out.

I personally think Win10 is the ugliest thing since 3.1 and is a horse designed by committee but this laptop is for my almost 17yo neice so she will shrug and use whatever version is on it. If I have to I'll put Mint 17 on here but would rather get it back to factory original. Any idea if the Win10 drivers on the website compatible with 7?

[IT_WinSec · Accepted solution]

Hi @JGN

Thank you for your reply. I share your opinion about Windows 10.

Linux Mint will definitely work on this hardware as I am currently posting this message from a similar hardware and OS 🙂

But if this is for a teen (not willing to try something new), you'd better get it done to default.

No, Windows 7 will not work on this hardware and drivers, too, I am afraid.

Windows partition is corrupted - this happens occasionally due to Windows 10 upgrades and new builds.

You shoud prepare Windows installation media

You can directly download Windows 10 ISO from MS site or download and use >>> Media creation tool from Microsoft site, create installation DVD or installation USB  and  proceed with clean installation/reinstallation (free blank USB drive)

Download:

>> https://www.microsoft.com/en-us/software-download/windows10ISO

When download completes, you will need to write or "burn" the ISO image and boot from a bootable media.

** How to create bootable ISO on USB device >> http://www.ubuntu.com/download/desktop/create-a-usb-stick-on-windows

 examples are with Ubuntu but you need to use the Windows ISO. This methos is only used if you didn't use the MS Media Creation tool before

When ready with the USB drive :

* Load/enter BIOS (F10)

* Ensure Secure Boot is disabled.

* Ensure Legacy mode is enabled.

* Save the UEFI/BIOS changes.

Details>> http://support.hp.com/us-en/document/c03653226

Eventually, please, shutdown the computer using the power button.

Insert the Windows USB thumdrive prepared previously

Power on the PC.

As soon as you press the power-on button, immediately begin hitting the Esc button (like tap-tap-tap).

This should open a HP Startup Menu

Choose F9 to open Boot options. Select the thumb drive or the DVD as a boot option.

Follow the on-screen instructions to install Windows 10

Delete all partitions (if any) and install on Disc 0 Unallocated space

Install drivers taken from HP web site when Win installation completes or via Windows Update/Device Manager >> http://support.hp.com/us-en/document/c03330139

Windows Activation:

It is 100% sure you will have to activate Windows (10). During the installation of Windows (method above), you might be asked for a product key but this can be skipped.

There are several ways to activate Windows 10 - in your case specifically - and it depends on the way it was activated initially. Here they are:

1) No code - no key - just Digital entitlement

2)  Use of key - not applicable for this case

3) Activation using Microsoft account - Digital license - starting with Anniversary update built from last year, if you used MS account to login to the PC and if you enabled a special option, you no longer need a license key to activate your Windows - just login and use your Microsoft account - here is more info

>> http://www.windowscentral.com/how-re-activate-windows-10-after-hardware-change

Based on your specific case scenario, you need to active Windows your method.

It may also detect the key from the BIOS and activate itself automatically when Internet connection is present.

Hope this works for you. Let me know if you experience any issues.

[JGN]

I was afraid that was where we were headed. Too bad about the Win7 drivers. 

Ok I'll give it a shot. Thanks for the links. I'll let you know how it goes.

[JGN]

That seems to have done it. Took a while over a slow connection and HP could do a MUCH better job listing drivers (I used the service tag - why am I seeing drivers that don't even apply to me?).

Thanks for the help

[IT_WinSec]

Hi @JGN

Thank you for your update. I'm glad your issue is solved now.

I will pass your feedback to HP.

Don't hesitate to post again in the forum if you need further assistance 🙂