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01-27-2017 03:56 PM
I purchased the USB-Windows 7 64-Bit Recovery Kit ($40) and have received it.
I have updated the bios, however rhe replacement bios appears to have the same identifiers as the original. The update went cleanly.
I deleted all partitions and started the Rescue Kit. There three initial stages. The first created and formatted the partition and started the second stage but immediately hung – no install progress. Ultimately I restarted the process and the Rescue Kit repeated the first stage and initiated the second stage and copies required files. This stage continues through until 100%. It then reports an error “cannot find D:\system.sav\UTIL\Rstone.exe”.
Could this be a typo in the batch / command file? Rstone.exe possibly Rstore.exe?
Where can we go with this?
The data sheet with the kit indicates if you have issues contact www.hp.com/support
Any help is appreciated
01-27-2017 07:53 PM
Allow me to welcome you to the HP forums!
The data sheet is correct. You have to contact HP Customer Support, and be sure to tell them that you have NEW Recovery Media and it is failing! Be sure to repeat the error message you posted here. They are then suppose to send you a replacement for the recovery media, at no charge. If that does not happen, please report that back here immediately!
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
However, HP Customer Support is generally not available on the weekends, so you might have to wait until Monday to contact them.
I am a volunteer and I do not work for, nor represent, HP
01-27-2017 07:57 PM
I am sorry that happened to you.
No, the file is indeed Rstone.exe - the lack of this critical file means the Recovery is not going to complete. Rats.
Please do contact HP Technical Support for this -- explain the issue as you have done here and include all your computer's information as requested.
You might mention it was recommended that you contact HP Support for this problem.
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01-28-2017 06:04 PM - edited 01-28-2017 06:08 PM
That error means that Windows can't locate the version information to know which version of Windows to install. Which means the info is missing from BIOS chip on motherboard and no amount of replacement Recovery Media is going to work, I'm afraid.
Was your laptop ever serviced?
Was the motherboard ever replaced?
Hopefully when you contact support with the error they recognize it and offer free (doubtful) tattooing of motherboard.
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