PAVILION NOTEBOOK FAILS TO START

[Linloin]

I have a HP Pavilion Notebook 15 (ab269aa) which I purchased from Curry’s on 12/03/16 (therefore, still under Warranty). Until yesterday (13/02/17) it worked satisfactorily, but today it crashed and would not start. I attempted a hard reset, but ended with the message under RECOVERY MANAGER: “Restoration incomplete. The restoration did not complete. Please select one of the following: Save log, Details, Retry”. I selected “Retry” only to meet the same message. I’ve tried all the options suggested by HP Support, but always meet the same message. I have a SET UP dongle (purchased from Curry’s) but do not know how to use it.
I find HP rather difficult to contact directly with my problem, and would be very grateful for any help from members of the Community on how I should proceed from here.
Linloin

[WAWood]

@Linloin

Hello;

Allow me to welcome you to the HP forums!

Sorry, not familiar with this Dongle from Curry's.  Is it a USB stick?  If so, you insert it, boot from it, and run the recovery function.

IF it is something else (not a USB stick), that is not something that HP provides and you would have to contact Curry's for assistance in using it.

Good Luck

[Linloin]

Hello Dean

Thanks. Yes, the dongle is black. Initially, I inserted it but did not see any further instructions from it, regarding booting, and the computer went into recovery mode, ending up with the message as mentioned. What should I do in addition to inserting the dongle ro get the computer to start from where it is now? Should I have recourse to HP Service at this point - and how do I do that. I would be very grateful for your advice.

Regards

Linloin  

[WAWood]

@Linloin

Sorry I didn't get back sooner ...

Since Curry's provided the Dongle, I would contact them first to see what they say about HOW to use it.  It's likely to be a Custom recovery solution using both custom software and a custom PC image -- and that is certainly what you want to use to restore your PC.

In terms of contacting HP Customer Support ..

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

Good Luck