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Restore my laptop to factory settings

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I have the Envy laptop and recently upgraded the operating system to Windows 10. Unfortunately, I had problems running Sketchup 2015 as every time I opened the app it would just shut down. I decided I wanted to restore my computer to the factory setting when it had Windows 8 because I did not experience any issues prior to the update.

 

Everything seemed to be going well, it went through process the finally rebooted itself and now it is stuck on a screen displaying the following information:

 

A configuration change was requested to clear this computer TPM (Trusted Platform Module)

WARNING: Clearing erases information stored on the TPM.  You will loose all created keys and access to data encrypted by these keys.

Press <VOL_UP> to clear the TPM Press  <VOL_DOWN> to reject this request and continue

 

I do not use TPM so either option doesn't bother me. The problem is the screen  will not accept any of these commands. The whole process is now frozen awaiting a response. I tried shutting down the computer but it simply brings this screen up every time.

 

can someone tell why and what to do about it so I can restore the system to factory settings.

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First I need to mention I have never seen this message, but have you tried other keys-like arrow up/down or tapping Enter key? USB keyboard if available.

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I have tried everything except using a blue tooth keyboard but I fail to see how that might work given it has probably removed all drivers by this time of the recovery. What else Can I do? I have

Seen information that this has happened on some Samsung products.

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Tony1962

 

While Microsoft tells you that there is no risk in the Win10 Upgrade, because they let you believe that you can always revert back to your original OS and setup within 30 days, the ugly fact of the matter is that the Win10 GoBack function has proven to be unreliable -- and when it fails, it can leave machines in a corrupted state -- which doesn't always happen, but it does happen often enough to be a problem and you won't get any warning in advance that it is going to trash your PC!

If that is not bad enough, the Win10 Upgrade is know, in some cases, to corrupt the Recovery partition stored there by the OEM that built the original machine. This pretty much guarantees that no HP Recovery is going to work: http://h30434.www3.hp.com/t5/Desktop-Video-Display-and-Touch/HP-Recovery-Manager-Blocked-After-Windo...

This means that RESET no longer works on your laptop due to your doing the Win10 Upgrade.

To actually restore your PC to its original condition, you need something known as HP Recovery Media.

 

HP Recovery Media is a set of DVDs and a CD, or USB stick, that will erase the hard drive (removing all data, settings, and applications, reinstall the original OS, drivers, and some HP Utilities. In some cases, you may be able to order a USB stick instead of disks. You have to order these from HP; they can not be downloaded.

You can look online for Recovery Media starting with the linked paged: http://support.hp.com/us-en/drivers

Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click "Update". If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the "+" symbol to expand that entry and click on Order Media for details.

Or, if you prefer, you can do the same by contacting HP Customer Service:

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

***If my post helped, click the White thumbs-up symbol to say thanks***

***Please mark Accept As Solution if my post solved your problem***

I am a volunteer and I do not work for, nor represent, HP
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