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‎03-30-2020 03:02 PM - edited ‎03-30-2020 03:05 PM

HP Recommended
Product: HP Model Envy-17-ae008ca
Operating System: Microsoft Windows 10 (64-bit)

Product ordered was L15868-DB1. Product received was L50174-DB1.  The received product will not perform the factory reset. Who can I contact to get this corrected, and how? Phone? Email?

1 ACCEPTED SOLUTION

Accepted Solutions

‎03-30-2020 03:09 PM - edited ‎03-30-2020 03:10 PM

HP Recommended

Hi:

 

This is a peer to peer forum, so you would have to call HP and ask for the correct recovery media to be sent to you.

 

In the meantime, your notebook appears to be supported by the HP cloud recovery tool which you can use to create a bootable recovery drive that will reinstall W10, the drivers and the software that originally came with your notebook--the same thing as what you paid HP to send you.

 

You will need access to another working windows PC if yours is not working as well as a 32 GB USB flash drive.

 

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

 

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

 

Due to the presence of unscrupulous scammers that post links to non-HP phone numbers on this forum, we are no longer allowed to post the phone number for HP.

 

So...call the first number in large font at the link below at the top of the page.

 

https://www.bing.com/search?q=hp+toll+free+number&form=PRUSEN&pc=EUPP_&mkt=en-us&httpsmsn=1&msnews=1...

View solution in original post

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3 REPLIES 3

‎03-30-2020 03:09 PM - edited ‎03-30-2020 03:10 PM

HP Recommended

Hi:

 

This is a peer to peer forum, so you would have to call HP and ask for the correct recovery media to be sent to you.

 

In the meantime, your notebook appears to be supported by the HP cloud recovery tool which you can use to create a bootable recovery drive that will reinstall W10, the drivers and the software that originally came with your notebook--the same thing as what you paid HP to send you.

 

You will need access to another working windows PC if yours is not working as well as a 32 GB USB flash drive.

 

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

 

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

 

Due to the presence of unscrupulous scammers that post links to non-HP phone numbers on this forum, we are no longer allowed to post the phone number for HP.

 

So...call the first number in large font at the link below at the top of the page.

 

https://www.bing.com/search?q=hp+toll+free+number&form=PRUSEN&pc=EUPP_&mkt=en-us&httpsmsn=1&msnews=1...

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‎03-31-2020 05:59 AM

HP Recommended

Thank you Paul. I'll let you know how it goes.

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‎03-31-2020 07:02 AM

HP Recommended

You're very welcome.

 

Hopefully the cloud recovery tool will work for you and you can get a refund from HP for the wrong recovery media they sent you.

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