Word not working. Tried Factory Reset

[Siamese]

Hi.

I was in touch with HP today because my Microsoft Office isn't working. He supposedly tried everything and had to do a factory reset. I've re downloaded Office 2019 and whilst installing it gets to near the end and says something went wrong. I tried the installed version of Word and that's not working either. It's driving me crazy and I am sure that there is a problem with my laptop. HP are now closed until Monday and I urgently need to open my Word files and complete work on them. Please help if you can. Thanks.

[WAWood]

@Siamese 

Sometimes when you run into problems with MS Office, you can't just reinstall it because that will often not work.  You first have to remove ALL the components of the previous install, and the uninstaller can't always do that.

You will need to contact Microsoft Office support about this, as I believe they have a Cleaning Utility you can download and run to remove all traces of Office.  Once you do that, you should be able to reinstall it without issue.

Be sure to save off any Office personal files before you do that.

Also, I have not used it, but there is apparently and Online version of Office available if you save your documents using OneDrive.  So, you should look into using that until you get the local Office problem solved.

[Siamese]

Thanks, I appreciate your help. I would have thought a factory reset of the laptop would have deleted all "components". The strange thing is that Mail isn't working either. 

[WAWood]

@Siamese 

You are technically correct -- in that a factory reset, when successful, completely reformats the entire drive, effectively erasing everything from it. 

If stuff was still left behind, and if now, stuff is not working anymore, that sounds to me like the reset failed.

If you want to try it yourself, then read on ...

Since your PC apparently can not successfully do an internal factory reset, your only ways to accomplish this are the following:
- Factory reset using external HP image you make
- Factory reset using external HP image you buy

Each of these is discussed in some detail below ...

---------- Factory reset using external HP image you make ----------
HP provides a Cloud Recovery tool that you can use, together with a 32GB USB stick, to create your on HP reset media.

Here is the link: https://support.hp.com/us-en/document/c06162205

This works the same as the factory reset described above.

---------- Factory reset using external HP image you buy ----------
For those PCs not supported by the Cloud Recovery, in some cases, HP offers Recover Media for sale. This can not be downloaded; instead, it must be ordered from HP.

HP Recovery Media is a set of DVDs and a CD, or USB stick, that will erase the hard drive (removing all data, settings, and applications, reinstall the original OS, drivers, and some HP Utilities.

In some cases, you may be able to order a USB stick instead of disks.

You can look online for Recovery Media starting with the linked paged: http://support.hp.com/us-en/drivers

Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click &quot;Update&quot;.<br><br>If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the &quot;+&quot; symbol to expand that entry and click on Order Media for details.

Or, if you prefer, you can do the same by contacting HP Customer Support.

HP contact info: https://support.hp.com/us-en/contact-hp?openCLC=true

If HP no longer carries the media you need, another site you should check for HP Recovery Media is: http://www.computersurgeons.com/

These work the same as the factory reset described above.