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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
Archived This topic has been archived.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.

‎03-04-2017 07:21 AM

HP Recommended
Product: Hp Touch Smart k1w75ea
Operating System: Microsoft Windows 8.1 (64-bit)

Can't do a full system restore after the windows 10 upgrade, tried restoring the hard drive to windows 8.1 using the recovery but keep getting the message the system recovery media dose not support this computer, you are not able to restore this system with the media and then it goes back to the restoration incomplete screen with the 3 tabs save log details and retry and the system will not let you go any further . I have tried everything I can think of but nothing works thanks, any help for a newbie would be great fully received Thanks

2 REPLIES 2

‎03-04-2017 07:46 AM

HP Recommended

@Jackson-uk

 

Hello;

Allow me to welcome you to the HP forums!

 

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.

 

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

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However, HP Customer Support is generally not available on the weekends, so you might have to wait until Monday to contact them.
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Good Luck



I am a volunteer and I do not work for, nor represent, HP
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‎03-04-2017 08:22 AM

HP Recommended

Thank you for your help I have just ordered a recovery pack, I will let you know if it works when I receive it 

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