• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
We have new content about printers, Click here to check it out!
Locked

‎12-06-2023 01:39 PM

HP Recommended
Product: Samsung Multixpress M5370LX
Operating System: Microsoft Windows 10 (64-bit)

Our tech couldn't figure out why the new HDD wouldn't work. I don't have expectations to be able to fix it, but we're a small business and I'll do what I can. Any advice is appreciated. Thank you.

Category:
2 people had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎12-07-2023 12:15 PM

HP Recommended

Did you follow the correct restore procedures? What sort of drive did you try to install? There are specific recovery files that you need in order to replace the drive and install the operating system on the new drive.

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



View solution in original post

Was this reply helpful? Yes No
3 REPLIES 3

‎12-07-2023 12:15 PM

HP Recommended

Did you follow the correct restore procedures? What sort of drive did you try to install? There are specific recovery files that you need in order to replace the drive and install the operating system on the new drive.

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



Was this reply helpful? Yes No

‎12-07-2023 02:01 PM

HP Recommended

I didn't explain well. We have a tech on contract that's come out a few times. First he replaced the board that communicates with the hdd, then he replaced the hdd, Next he had to find this "file not available to the public" which I assume is the recovery image file. Then he did this again with a samsung hdd. At the end, he still "couldn't communicate with the hdd, but everything else in the machine is working." The tech isn't allowed to spend any more time one the machine, and the service company is now pushing for us to buy a new printer.

 

The tech seems very capable and I trust he followed procedures, but here I am, and thought to follow the service manual the best I could and start by retracing his steps, so I requested the recovery file here before I've done anything. I like to fix old electronics and play around micro-controllers, but I'm obviously out of my depth here, and any advice is appreciated.
 

Was this reply helpful? Yes No

‎12-21-2023 02:34 PM

HP Recommended

The printer is alive and well!

 

Thank you so much for the file. The owner of the repair company didn't even know about the single image recovery file. His contacts at HP kept pushing him to tell us to buy a new printer instead of providing current instructions for repair.

 

Oh, does anyone know if I have to unzip the file before reformatting?  

Was this reply helpful? Yes No
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† 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.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.