Resetting stuck at 12% for 3hrs

[Pintpot70]

I am resetting my daughters laptop back to factory settings and it has stopped. Message on the screen says Resetting this PC 12%. Been like this for 3hrs. Will removing the battery and power restart the reset or will it cause a problem.

[WAWood]

Pinpot70

Hello;

Allow me to welcome you to the HP forums!

The HP product page for this PC shows it comes in two models, one with Win10 preinstalled and one with Win7 preinstalled.

I see you're running Win10. Did the PC come preinstalled with Win10? Or, did you upgrade it from a prior OS to Win10?

This is important as the recovery/reset method is different for the two situations.

We can proceed when you provide the answers.

[Pintpot70]

It came pre-installed with Windows 10

[WAWood]

Pintpot70

OK, thanks -- then it's probably still under the original HP one-year warranty .. and in that case, you paid for free HP Tech Support as part of the warranty coverage, so you might as well make use of it.

While this PC is still under warranty, you should contact HP Customer Support directly to have them put you in touch with HP Technical Support to see what they can do about troubleshooting and repairing your machine remotely.

I did this recently and the HP Tech was able to remotely access my PC from the Internet and do the needed repairs.

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

[Pintpot70]

Thank you. Will give that ago in the morning as I'm in the uk