cancel
Showing results for 
Search instead for 
Did you mean: 
ArchivedThis topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.
KAB24
New member
1 0 0 0
Message 1 of 2
215
Flag Post

Stuck in 64% loop for weeks

HP Recommended
HP Probook 6565B
Microsoft Windows 10 (64-bit)

 it is a  refurbished HP Probook 6565b . I had reset it but the audio didn't come back , so i was trying to reset it wiping out all files. It was first stuck on "encountered error" then it got stuck in 64% loop. How do i fix if i can't get back into the device? Its backup copy is on the laptop in a Partition if that is the correct term. I don't understand what that means.  When I hit esc i can do the tests but that's it . None of the  other function buttons do anything. HELP PLEASE. the solutions i find when looking on forum dont seem to apply

0 Kudos
1 REPLY 1
WAWood
Level 16
Level 16
30,462 30,369 2,775 6,707
Message 2 of 2
Flag Post
HP Recommended

@KAB24

 

Hello;

Allow me to welcome you to the HP forums!

 

The problem is that this model HP did not come with Win10 preinstalled, instead, it was Upgraded to Win10 from a prior OS -- and that presents serious problems trying to do an HP recovery or reset.

 

The Win10 Upgrade is know 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. That would erase the entire drive, format the drive, and install the OS, the drivers, and the HP utilities.

Unfortunately, there is no HP Recovery Media linked to the HP Product Page for your PC. This could be an oversight by HP, or it could also mean that HP no longer stocks the recovery media for your PC. They no long stock recovery media for the older PCs.

You can try contacting HP Customer Support directly, using the links below, to see if you can order if from them:


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.
---------------------------------------


If HP no longer provides Recovery Media for your model, a couple of other sites you should check are: http://www.computersurgeons.com/ and http://www.restoredisks.com/

Once you have the media, read through this: http://support.hp.com/us-en/document/c00006110

Good Luck

***If my post helped, click the 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
ArchivedThis topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation