cloud recovery software

[Sj042072]

I have downloaded the cloud recovery from the Microsoft store directly, and through the link in drivers and software. Neither will find my product ID. Am i downloading the correct version or what?

[BeemerBiker]

I believe there is a problem with the website.  Your product ID should be 4AK77UA#ABA and that ID generates an error

Item0015 does not belong there.  It should show "Supported",  "Not Supported" or "Bad product ID".  The problem has shown up before and it may take a while before it gets fixed.

Look on your laptop for the product ID and try the following site and see if your product is supported.

http://support.hp.cloud-recovery.s3-website-us-west-1.amazonaws.com/

If you see Item0005 then Click here for world-wide contact info

and complain that the site is not working.

Your product ID is on a label or embedded in the plastic case of your laptop.

If you obtained your laptop from another country other than USA then #ABA will be different

You can also try a windows "repair install". Do you want to do that or wait for cloud recovery to get fixed?

A "repair install" preserves your files but will install win10 or 11.  It does require that your disk drive pass diagnostics and not be so badly corrupted that your files are missing.
Tap the ESC key about once a second after you see the LEDs on the keyboard flash and press F2 to run diagnostics.

[Sj042072]

Ok, I will try that. Thanks

[Sj042072]

Ok, so I cannot contact support. I guess I am screwed now.

[BeemerBiker]

This is the repair install procedure but your drive needs to be able to pass diagnostics.

Windows 10/11  install with the option to keep files

Basically you download the latest window 10 (will work for 11), create a USB boot drive, boot up the USB version of Windows, do the install, but select the option that preserves all your data. You will need to know if using Windows Home, Pro or some other version.

Using another system go here and download the windows installation media. Specify the 16gb flash and be sure to check the 'Create installation media (USB)' and uncheck the 'Use the recommended options for this PC'


Insert the USB in to the system you need to repair and turn it on. Press ESC or DEL or F12 so that you can get into the bios and change the boot device. For example, the one with the dark bar highlight.

After the USB boots up select the language and agree to the fine print, if any.

Once you agree the option to either install or repair will be shown. Since the repair did not work (try it first if you want) then chose install.

You must then pick the OS that was licensed. If there is no option for the correct OS you forgot to uncheck the 'Use the recommended options' earlier.

The next screen will ask if you want to upgrade and preserve files or do a clean install and lose all your stuff.

select the upgrade