Note on archived topics.
12-26-2016 02:36 PM
I updated to windows 10 , I added mcafee antivirus and I have the order #, I added microsoft word and excell 2010. My computer was restored to manufactures settings and the password was changed. I tried to return to the day before the reset. I am still on windows 8 and the message said to put my new password on a usb memory device? Would anyone know how to find the memory of the programs that were downloaded on this computer?
12-26-2016 03:42 PM
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 properly on your laptop due to your doing the Win10 Upgrade. Even though it might look like the Reset worked, in fact, there is stuff behind the scenes that will not work.
To actually restore your PC to its original condition, you need something known as HP Recovery Media.
Additionionally, there is no way to either go back to a date earlier than that, or to retrieve apps that were in place prior to the Reset. While it IS true that you can use data recovery apps to retrieve SOME individual files and folders, they can not be used to retrieve previously installed apps because those have pieces all over the place.
If the MS Office apps were installed from individual files that you downloaded from Microsoft, you MIGHT be able to recover those files using data recovery apps:
Download and install this utility: http://www.majorgeeks.com/news/story/recover_data_in_3_steps_with_minitool_power_data_recovery_free_...
Then, see what it can find in terms of previous files. I don't know what the Office download files are named, so you would have to Google for that information.
If you are able to retrieve the original MS Office files, then copy them to USB stick.
After that, if you really want your PC to work properly, you need to consider ordering 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
However, today is a holiday for lots of companies, so you might have to wait until tomorrow to contact them.
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/
***Please mark Accept As Solution if my post solved your problem***
I am a volunteer and I do not work for, nor represent, HP