Factory reset problem

[Funnylala080]

I purchased a HP stream 14 off of a social network platform, this was delivered with the previous users account and files, I have tried to factory reset but at 32% it says undoing changes then goes back to her account. I have also tried adding an account but this says the user service service failed to sign in. HELP!!!!!!!! 

Thanks in advance x x x 

[Alex921]

Hi @Funnylala080 

If you are having problem with the recovery, I suggest you create your recovery media, to create this one you need a 32GB pen drive as minimum and also you need a second computer, once you get those devices you must follow up the next instructions to create your cloud recovery media

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

Once created you can recover computer from the USB we create

Hope solve your doubts, if yes let me know it Regards!