-
×InformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center. -
-
×InformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center. -
- HP Community
- Archived Topics
- Notebooks Archive
- System Restore failed

Create an account on the HP Community to personalize your profile and ask a question

03-08-2017 07:39 AM
Before I try to restore, the windows did start, but it couldn't load properly and the LCD go back to black again, so I don't have access to my programs or files.
03-08-2017 07:55 AM
Hello;
Allow me to welcome you to the HP forums!
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.
I am a volunteer and I do not work for, nor represent, HP
03-10-2017 09:18 AM
The fact that you had Upgraded your PC to Win10 is not good news regarding doing a restore.
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.
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
If HP no longer provides Recovery Media for your model, a couple of other sites you can check are: http://www.computersurgeons.com/ and http://www.restoredisks.com/
Before using the media, read through this: http://support.hp.com/us-en/document/c00006110
Good Luck
I am a volunteer and I do not work for, nor represent, HP
