What to do when the recovery media ordered from HP is not working

[NOLA-PI-Girl]

I want to reset my HP Stream 14 - ax027cl to factory settings to give to my daughter.  I just want to erase everything.

After following the directions on HP support - i received the error numerous times stating I didnt have enough disk space to reset the computer.  So I deleted programs and apps that weren't needed and I did create more unused space, the computer continued with the same error.

Contacted HP Support online and ordered a USB RECOVERY MEDIA for this computer ($53)

Received it today but when trying to reset from the USB drive with this recovery media, I receive the following error:

ERROR: 0130-ABA-ABL This computer is not supported by the System Recovery Media.  You will not be able to continue to recover this system with these media.

I just completed the form, described the problem, etc. to get a phone number for support - this is the only option available to me:

1.      Contact support with phone number XXXXXX

2.      Received a case number to reference when calling

3.     Because my warranty expired, I would have to pay $59 for someone to help.

That seems a bit ridiculous that I have to pay to tell HP their product that I paid for is not working and asking for a solution.

Has anyone else experienced this error when resetting their laptop with the HP recovery disk or USB?

Does anyone know what the next step would be? 

Any help would be greatly appreciated.

BTW - I have tried hard reset, etc. and other items listed on other posts similar to this problem, but nothing has worked.

Thank you

[Paul_Tikkanen]

Hi:

The only suggestion I can offer when the HP factory recovery media doesn't work, is to clean install W10.

Clean install W10 by making a bootable USB installation drive using the Microsoft media creation tool at the link below.

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

When you get to the screen that asks 'Where do you want to install Windows,' delete every partition on the hard drive, leaving just one partition of unallocated space. Click Next, and W10 should begin to install.

After W10 has completed installing, you can install the drivers and available software from your notebook's support page.

https://support.hp.com/us-en/drivers/selfservice/HP-Stream-14-ax000-Laptop-PC/12499221/model/1344332...

Clean installing W10 and deleting all the partitions will allow you to have the maximum amount of drive space for a couple programs and files and future Windows updates.

You can also try making a bootable USB recovery drive using the HP cloud recovery client utility.

This will be equivalent to the USB recovery drive you ordered from HP.

Here is an info link for how to use the utility.

https://support.hp.com/us-en/document/c06162205

If you can get W10 reinstalled by either method, I recommend you call HP at this number, and request a refund for the non-working recovery media...

1 (866) 724-8600

[KrazyToad]

@NOLA-PI-Girl

I have gone through your post and I understand your concerns

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you

[NOLA-PI-Girl]

Thank you for your assistance

I am not computer savvy so I do have a question

You wrote "When you get to the screen that asks 'Where do you want to install Windows,' delete every partition on the hard drive, leaving just one partition of unallocated space. Click Next, and W10 should begin to install."

When you say PARTITIONS do you mean C drive?   This is a notebook and only has the C drive and then 3 USB ports.  Not sure what I am supposed to delete

[Paul_Tikkanen]

You're very welcome.

See step 7 at the link below. 

That is where you delete all the partitions on the drive.

https://www.wikihow.com/Clean-Install-Windows-10

Click on the red Delete X button on the screen.

You want one line listed there of unallocated space.