Reset STREAM but won't boot up, in a cycle

[CatiC]

I did a reset on my STREAM laptop, only to restore to factory settings. Now it's saying that it can't compete the reset and when I go to boot it up it loads to the HP screen and then power cycles and just keeps doing it

[IT_WinSec]

Hello @CatiC

Welcome to the HP Support forum. Thank you for posting.

Could you post your full product model and product number (PN). Here are instructions how to find them > https://support.hp.com/us-en/document/c00033108

Serial number (SN) is not needed.

Obviously the reset failed to complete. It could be due to hardware issue or due to software problem (e.g. corrupted recovery partition/image).

Could you perform hardware tests (F2) and let me know the results. Here is how to >> https://www.youtube.com/watch?v=6JXUp43ahHA

Looking forward to your update

[CatiC]

Full product model and product number are: HP Stream Laptop PC Model 11-y020wm Product ID X7V32UA#ABA

I did an extensive system test and everything passed.

[IT_WinSec]

Thank you for the details.

Since all hardware tests passed, it means the issue is software related. The recovery process cannot complete for some reason - it might have gotten corrupted due to recent Windows update or something else.

I see you PC originally comes with Win 10 preinstalled. You have 2 options now to fix the issue:

-1- if the PC is under active warranty, you may contact HP Support and ship the PC to them and ask them to fix it - reinstall Windows. Contact HP support here >> https://support.hp.com/us-en/contact-hp/product/HP-Stream-11-y000-Laptop-PC/12499227/model/12716822

or

-2- purchase original HP Recovery media - USB device which you can use to repair the PC, reinstall Windows and restore to factory default condition. If you choose option -2-, here is what you need to do:

-> Visit this URL > https://support.hp.com/us-en/drivers/selfservice/hp-stream-11-y000-laptop-pc/12499227/model/12716822

-> Choose Windows -> Windows 10

-> Scroll down to "Order Recovery Media -CD/DVD/USB" and expand it

-> Follow the on-screen instructions to purchase the recovery USB device. Here are detailed instructions:

>>> http://hp.dezide.com/ts/start.jsp?guide=HPSystemRecovery.net&as=true&section=ccweb&SFS=tdoc&language...

Once you receive it home, use to to boot the PC from it and reinstall Windows/complete the recovery to factory condition

Hope this helps. Let me know how it goes, provide your feedback and post again if you face difficulties.