CTOERROR.FLG Error When Doing A System Resore Using HP Provided Restore USB

[RWCC]

After attempting to do a factory recovery on my HP ENVY m7 I get the "The recovery attempt has failed. Select one of the following buttons: "Save Log", "Details" and "Retry"... I get the same Recovery Manager error message no matter how may retries I have done...

I saved the error log and copied it below...

[23:11:43.25] **************************************************
[23:11:43.25]  [C:\SYSTEM.SAV\ExitProc\ErrorChk\ChkError.cmd] has started...
[23:11:43.26] --------------------------------------------------
[23:11:43.26]  Check SW Error...
[23:11:43.28] --------------------------------------------------
[23:11:43.28]   
[23:11:43.28]  Create ["C:\system.sav\ChkError.cmd.FAILURE.flg"] file...
[23:11:43.30]   
[23:11:43.30]  Logfile [C:\system.sav\Logs\CheckLog\ChkErr_PASS2_BBV1.log]...
[23:11:43.30]   
[23:11:43.31]  Check 2nd parameter [PASS2AFTERBBV1]
[23:11:43.31]   
[23:11:43.33]  Error Checking items : [MEMDUMP,APPSLOG,TIMEOUT]
[23:11:43.33]  --------------------------------------------------
[23:11:43.33]  Checking : Memory Dump
[23:11:43.34]    Could not find memory dump...
[23:11:43.34]   
[23:11:43.34]  [DumpFile]
[23:11:43.36]  Result=PASSED
[23:11:43.36]  --------------------------------------------------
[23:11:43.37]  Checking : Apps' log
[23:11:43.37]   
[23:11:44.47]  [AppsLog]
[23:11:44.55]  Result=FAILED
[23:11:44.62]  --------------------------------------------------
[23:11:44.69]  Checking : Timeout in INSTALL.log
[23:11:44.76]   
[23:11:44.83]  Run [FIND.exe /I 'timeout with' C:\System.sav\Util\Install.log]
[23:11:45.23]  Run [FIND.exe /I 'timeout wait' C:\System.sav\Util\Install.log]
[23:11:45.45]   There is NO timeout in install.log file.
[23:11:45.51]   
[23:11:45.59]  [TIMEOUT]
[23:11:45.66]  Result=PASSED
[23:11:45.75]   
[23:11:45.86]  --------------------------------------------------
[23:11:45.92]  Some error detected...
[23:11:46.00]   
[23:11:46.09] --------------------------------------------------
[23:11:46.16]  [C:\SYSTEM.SAV\ExitProc\ErrorChk\ChkError.cmd]
[23:11:46.26]     found [1] SW issue[s]...
[23:11:46.33] --------------------------------------------------
[23:11:46.45]  Refer the following file[s] if exists to see detail...
[23:11:46.53]     C:\CTOERROR.flg , or
[23:11:46.61]     C:\System.sav\*FAILURE.flg , or
[23:11:46.67]     C:\system.sav\Logs\AllFailure.log
[23:11:46.77]   
[23:11:46.86] --------------------------------------------------
[23:11:46.98]   
[23:11:47.06]  This is for customer image...
[23:11:47.16]   
[23:11:47.22]  Trigger CTO panic...
[23:11:47.36] **************************************************
[23:11:47.36]  [C:\SYSTEM.SAV\ExitProc\DataColl\DumpBCD.cmd] has started...
[23:11:47.37] --------------------------------------------------
[23:11:47.37]  STAGE : [DISABLE_SB_CMD]
[23:11:47.37]   Dump BCD...
[23:11:47.39] --------------------------------------------------
[23:11:47.39]   
[23:11:47.39]   



Firmware Boot Manager
---------------------
identifier              {fwbootmgr}
displayorder            {bootmgr}
                        {7f47fb3f-0ec3-11e7-b908-806e6f6e6963}
                        {93e79e29-0eca-11e7-bf60-ef0252aeb0da}
                        {93e79e2b-0eca-11e7-bf60-ef0252aeb0da}
                        {93e79e2c-0eca-11e7-bf60-ef0252aeb0da}
                        {93e79e2a-0eca-11e7-bf60-ef0252aeb0da}
timeout                 0

Windows Boot Manager
--------------------
identifier              {bootmgr}
device                  partition=\Device\HarddiskVolume1
path                    \EFI\Microsoft\Boot\bootmgfw.efi
description             Windows Boot Manager
locale                  en-US
inherit                 {globalsettings}
default                 {current}
resumeobject            {93e79e27-0eca-11e7-bf60-ef0252aeb0da}
displayorder            {current}
toolsdisplayorder       {memdiag}
timeout                 30

Firmware Application (101fffff)
-------------------------------
identifier              {7f47fb3f-0ec3-11e7-b908-806e6f6e6963}
description             Internal Hard Disk or Solid State Disk

Firmware Application (101fffff)
-------------------------------
identifier              {93e79e29-0eca-11e7-bf60-ef0252aeb0da}
description             EFI USB Device

Firmware Application (101fffff)
-------------------------------
identifier              {93e79e2a-0eca-11e7-bf60-ef0252aeb0da}
description             EFI DVD/CDROM

Firmware Application (101fffff)
-------------------------------
identifier              {93e79e2b-0eca-11e7-bf60-ef0252aeb0da}
description             Notebook Hard Drive

Firmware Application (101fffff)
-------------------------------
identifier              {93e79e2c-0eca-11e7-bf60-ef0252aeb0da}
description             USB Hard Drive - TOSHIBA MSFT NORB

Firmware Application (101fffff)
-------------------------------
identifier              {93e79e2d-0eca-11e7-bf60-ef0252aeb0da}
device                  partition=F:
description             USB Hard Drive (UEFI) - TOSHIBA MSFT NORB

Windows Boot Loader
-------------------
identifier              {current}
device                  partition=C:
path                    \windows\system32\winload.efi
description             Windows 10
locale                  en-US
inherit                 {bootloadersettings}
recoverysequence        {93e79e30-0eca-11e7-bf60-ef0252aeb0da}
recoveryenabled         Yes
isolatedcontext         Yes
allowedinmemorysettings 0x15000075
osdevice                partition=C:
systemroot              \windows
resumeobject            {93e79e27-0eca-11e7-bf60-ef0252aeb0da}
nx                      OptIn
bootmenupolicy          Standard

Windows Boot Loader
-------------------
identifier              {93e79e30-0eca-11e7-bf60-ef0252aeb0da}
device                  ramdisk=[\Device\HarddiskVolume5]\Recovery\WindowsRE\Winre.wim,{93e79e31-0eca-11e7-bf60-ef0252aeb0da}
path                    \windows\system32\winload.efi
description             Windows Recovery Environment
locale                  en-us
inherit                 {bootloadersettings}
displaymessage          Recovery
osdevice                ramdisk=[\Device\HarddiskVolume5]\Recovery\WindowsRE\Winre.wim,{93e79e31-0eca-11e7-bf60-ef0252aeb0da}
systemroot              \windows
nx                      OptIn
bootmenupolicy          Standard
winpe                   Yes

Resume from Hibernate
---------------------
identifier              {93e79e27-0eca-11e7-bf60-ef0252aeb0da}
device                  partition=C:
path                    \windows\system32\winresume.efi
description             Windows Resume Application
locale                  en-US
inherit                 {resumeloadersettings}
recoverysequence        {93e79e30-0eca-11e7-bf60-ef0252aeb0da}
recoveryenabled         Yes
isolatedcontext         Yes
allowedinmemorysettings 0x15000075
filedevice              partition=C:
filepath                \hiberfil.sys
bootmenupolicy          Standard
debugoptionenabled      No

Windows Memory Tester
---------------------
identifier              {memdiag}
device                  partition=\Device\HarddiskVolume1
path                    \EFI\Microsoft\Boot\memtest.efi
description             Windows Memory Diagnostic
locale                  en-US
inherit                 {globalsettings}
badmemoryaccess         Yes

EMS Settings
------------
identifier              {emssettings}
bootems                 No

Debugger Settings
-----------------
identifier              {dbgsettings}
debugtype               Serial
debugport               1
baudrate                115200

RAM Defects
-----------
identifier              {badmemory}

Global Settings
---------------
identifier              {globalsettings}
inherit                 {dbgsettings}
                        {emssettings}
                        {badmemory}

Boot Loader Settings
--------------------
identifier              {bootloadersettings}
inherit                 {globalsettings}
                        {hypervisorsettings}

Hypervisor Settings
-------------------
identifier              {hypervisorsettings}
hypervisordebugtype     Serial
hypervisordebugport     1
hypervisorbaudrate      115200

Resume Loader Settings
----------------------
identifier              {resumeloadersettings}
inherit                 {globalsettings}

Device options
--------------
identifier              {93e79e31-0eca-11e7-bf60-ef0252aeb0da}
description             Windows Recovery
ramdisksdidevice        partition=\Device\HarddiskVolume5
ramdisksdipath          \Recovery\WindowsRE\boot.sdi

[23:11:48.66]   
[23:11:48.66] --------------------------------------------------
[23:11:48.66]  [DumpBCD.cmd] has completed...
[23:11:48.67] **************************************************
[23:11:48.81] **************************************************
[23:11:48.81]  [C:\SYSTEM.SAV\ExitProc\DrvLtr2ESP.cmd] has started...
[23:11:48.83] --------------------------------------------------
[23:11:48.83]   Create ["C:\system.sav\DrvLtr2ESP.cmd.FAILURE.flg"] file...
[23:11:48.83]   
[23:11:48.84]   
[23:11:48.84]  Detect ESP partition index...
[23:11:48.84]   
[23:11:49.31]  ESP partition index = [1]
[23:11:49.33]  ESP drive letter = [NONE]
[23:11:49.33]   
[23:11:49.33]  Assign drive letter to ESP...
[23:11:49.33]   
[23:11:53.59]  Succeed in assigning drive letter to ESP
[23:11:53.59]  Delete ["C:\system.sav\DrvLtr2ESP.cmd.FAILURE.flg"] file since no errors detected...
[23:11:53.61] --------------------------------------------------
[23:11:53.61]  [DrvLtr2ESP.cmd] has completed...
[23:11:53.63] **************************************************
[23:12:23.61]   
[23:12:23.63] --------------------------------------------------
[23:12:23.64]  [ChkError.cmd] has completed...
[23:12:23.64] **************************************************

I tried to follow the instruction provided on http://support.hp.com/us-en/product/HP-Pavilion-17-g100-Notebook-PC-series-(Touch)/8502663/model/972... but there are no command prompt instructions on how to run the downloaded executable from the command window... Per instructions... am asked to open the command prompt window but am asked to double click...

Step 2: Perform the following steps to run the utility:

1. Click the Retry button and wait for the computer to restart automatically.
2. On the Choose your keyboard layout option, select US.
3. On the Choose an option screen, select Troubleshoot.
4. On the Troubleshoot screen, select Advanced options.
5. On the Advanced options screen, select Command Prompt.
6. Insert the USB device which includes the bidfb_x64.exe file.
7. Select the USB device and double click on the bidfb_x64.exe file.
8. When the file has finished running, check and confirm the results message: Build Id and feature are updated successfully.
9. Close the Command Prompt.
10. Go back to Troubleshoot, then select HP Recovery Manager.
11. On the HP Recovery Manager screen, select System Recovery.
12. Select Recover without backing up your files.
13. Click the Next button.
14. Wait several minutes for the System Restore to display the Recovery is complete screen.

Driving me nuts... Please help...

[erico]

OK.

Are you unable to boot to Windows?

If you can boot to Windows, then please do so and open Windows File Explorer. If you are not aware of it, Windows File Explorer is the icon that looks like a file. Click on it to open it.

You should already have the files from the ftp://ftp.hp.com/pub/softpaq/sp72501-73000/sp72876.exe extracted to the flash drive.

Plug in the flashdrive with the downloaded file and click on the drive letter on the left-hand window that is the flash drive.

Now you should be able to see the exe file in the right-hand window. Now you can double click on it to run the executable.

That should allow it to run and get to the Build Id and feature are updated successfully message that lets you know it has  completed its task.

If you cannot boot the notebopok to windows the file is still useable, but will require you to path to the exe file in the flash drive via the comand line instead.  It is a bit more complex if you are not very familiar with the command line interface, but certainly doable.

I am letting HP know about the inherent flaw in the document that goes along with the file so it can be corrected and others won't have to face the  same issue that you did.  🙂

[RWCC]

I am unable to boot to Windows...

Running the following....  "X:\Windows\System32>start f:sp72876.exe" I get a message saying "The subsystem needed to support the image type is not present"

Same thing when I go to the USD drive via command line and try to run the .exe file.

[erico]

OK.

I will ask to have your issue escalated.

In my conversation wioth HP about the document, it was agreed to remove the document and take a look at it.

[kevin-t]

@RWCC

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
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