11-03-2016 12:20 PM
My cousin used to use my computer so he downloaded software that is preventing my pc from receiving updates from HP. My pc is outdated basically and needs to be upgraded. I need a total clean up of all malfunctioning software which is not compaterble to HP standards to enable my pc to receive compatible updates
11-03-2016 02:15 PM
Allow me to welcome you to the HP forums!
I read your post and wanted to help -- but need more information.
Your post is confusing because (1) you mention wanting to upgrade to Win10, but (2) you then want the software to be compatible with HP standards.
The problem is that HP does not provide Win10 drivers for your laptop, so if you force the installation of Win10, you will then be stuck using the generic drivers that Microsoft provides, and in that case, you are risking losing functionality in one or more of the hardware components, especially video.
So basically, if you really want the laptop software to be compatible with HP standards then you would do a factory restore to the original Windows 8 OS version that came preinstalled.
This link tells you how to do a reset if the laptop is currently running the original Win8 OS: http://support.hp.com/us-en/document/c03489643
If that does not work, then your recourse would be to order HP Recovery Media.
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 have to order these from HP; they can not be downloaded.
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 "Update". 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 "+" 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 Service:
If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1
If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html
NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!
If you have trouble finding a phone number, then try: 1 (800) 474-6836
If HP no longer provides Recovery Media for your model, a couple of other sites you can check are: http://www.computersurgeons.com/ and http://www.restoredisks.com/
***Please mark Accept As Solution if my post solved your problem***
I am a volunteer and I do not work for, nor represent, HP