Windows

[raulzkaf]

More than a month ago I bought this equipment in Costa Rica, I live in Nicaragua which I liked because I liked the specifications reflected in this one. All good for a couple of weeks but my problem started since the update of Windows Creators from problems with the graphics card, Led f6 (mute), audio and also the blue screen which presents me with different errors every time it appears. I was contacting with support from Latin America and the only solution they gave me was to reinstall the Windows which there appeared another problem Cortana indicated that there was a problem with two options to retry or skip that step, when I get back in touch with support they told me that most likely my problem was Windows and I had to resort to HP United States for a possible solution.

I do not know how I could get an endorsement of the operating system and components for this computer model, I must also indicate that I do not know and I do not have a friend currently living in the United States, nor can I speak English well, which I am helping with a translator.

Maybe they can give me some solution to my problem because this team used it more than everything for the university and projects, sorry for the inconveniences that have a nice night.

[Photoray002]

Hello @raulzkaf

I cannot find a model number for HP 15-au019wm, but I can for 15-au018wm. Is this what you have?

How are you doing the recovery back to factory settings?

With the laptop powered off and the power cord plugged in, press the power button and begin to rapidly tap the F11 key to bring up the option to restore Windows to factory settings.

If you have done this and it gives you errors, there might be failing hardware.

To check this, use the UEFI Diagnostics Tool from startup.

• With the laptop turned off and the power cord plugged in, press the power button and rapidly tap the F2 key.
• When the diagnostics window opens, go to Component Tests and test the Memory, Hard drive, System Board and Video.
• If everything checks out good, then proceed to the next step below.

Clean install the operating system using a Windows USB installer made from the Microsoft Media Creation Tool.

To do this, download the tool to a working computer and open it.

https://www.microsoft.com/en-us/software-download/windows10

Choose to create a USB installer using a USB pen drive thats 4 GB minimum in size, but no larger that 32 GB.

You will also need to download and save these drivers to install afterward.

https://support.hp.com/us-en/drivers/selfservice/hp-pavilion-15-au000-notebook-pc-series-touch/10862...

Plug the USB installer into the laptop.

With the laptop off and power cord plugged in, press the power button and rapidly tap the F9 key.

Choose the USB drive to boot from.

Follow the prompts.

Let me know if I can help further.

[raulzkaf]

YEAH SORRY IS HP 15-AU018WM. I ALREADY DONE THAT BEFORE..

[raulzkaf]

How i safe activation key of windows..

[Photoray002]

You  dont need to save the activation key. Windows will see it in the bios and activate when it goes online to update.

[raulzkaf]

Hey finally de uefi accept the windows but at the moment of install the new windows i need to erase or format every partition including partition:Recovery?

[Photoray002 · Accepted solution]

It would be a good idea to manually delete the old partitions, yes.

During the installation, you will have a choice to do Custom. Choose the Custom option to be able to delete the partitions.

You would not be able to access the recovery partition anymore so it is ok to delete it also.

[raulzkaf]

By the way this process that I have done removes the technical support?

[Photoray002]

If you are asking about warranty support, No this does not affect your warranty.

You are still covered for your warranty period.

[raulzkaf]

Thank You so much.