Win 10/11 can't reset as not available

[reddishblue1]

Trying again.........

The issue is that the windows reset option doesn't work as it should. I can setup the laptop and make sure it's functioning correctly. Then if I want to do a  windows reset to get it back to it's out of the box (OOBE) state, the reset option is not available

Unfortunately, the reset option doesn't work - if you run it from within windows it comes back with "There was a problem when resetting your PC. No changes were made." error. If I try to reboot into the reset mode (restart/shift) it only comes up with the keyboard selection, then the advanced options. The reset option never appears. 

If I reinstall Windows, the mouse pad doesn't work until it's drivers have been loaded so I have to use a USB keyboard during setup, plus it doesn't see the ssd until I've loaded the Intel® Rapid Storage Technology (Intel® RST) driver during windows setup. After that I had to install a number of missing drivers. I've then managed to get the laptop back into an out of the box state where it will boot up into windows setup mode with all the drivers included - but the reset still reverts to the keyboard selection again.

This would be an issue if I sell this on and they reset it themselves in the future.  Is there anything you can suggest?

thank you

[Paul_Tikkanen]

Hi:

You can use the HP cloud recovery tool to create a bootable USB recovery drive that will reinstall W10/W11 (as applicable), the drivers and the software that originally came with the notebook.

Here is an info link for how to use the utility.  You will need a 32 GB USB flash drive for this.

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10 | HP® Customer Support

If you use the tool to create the recovery media on a different PC, you will need to enter your PC's product number in the tool's search window.

Your PC's product number is:  31Z08EA#ABU