factory reset incomplete

[AlanB247]

I have  a HP Pavilion B&O laptop (model bro018na), it is actually my sisters and had virtually ground to a halt. I attempted to download Norton 360 to give the laptop a good health check, and hopefully speed it up. Unfortunately this seemed to exacerbate the issue, and eventually I opted for a factory reset after exhausting other options.

Sadly the factory reset has failed, twice. I am at a loss on what to do next, Its out of warranty, but looking for the option for HP to fix for me (collect & fix), but there is no obvious path for this.

Help!

[AlanB247]

I have also attempted to download the HP cloud recovery tool, but it will not recognise the Product ID for the broken laptop, not having a good day!

[Garp_senchau]

@AlanB247, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Check for Hardware Problems

Turn off the laptop and press Esc repeatedly when turning it back on.

Press F2 for diagnostics and perform an extensive system test. Check for any failures.

Reinstall Windows Using a USB

On another computer, download the Windows Media Creation Tool from Microsoft.

Use it to make a bootable USB drive.

Plug the USB into your laptop, restart, and press F9 to boot from the USB.

Follow the instructions to reinstall Windows.

Try Recovery Options (if you can access them)

Press F11 during startup to enter HP Recovery Manager.

If it opens, try the recovery options to fix the laptop.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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