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HP Spectre shut down while updating

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HP Spectre x2
Hi! My computer shut down while it was updating last night. Now when I turn it on it comes up with a message saying “Windows could not complete the installation. To install Windows on this computer, restart the installation.” I then click the ‘ok’ button and it switches off but then come up with he same message again. I have no idea what my computers product/serial number is either.
Please help!
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Hi @Eliza2,



Good Day. A warm welcome to the HP community. I reviewed the case regarding issues with booting to the desktop as you get installation errors. I will be delighted to assist you here.

Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this:

  • Did this happen after a failed installation?
  • Did you try performing a recovery on the machine or try to reinstall windows?
  • What is the operating system installed on the computer?

For now, try these steps:

  • Please perform complete hardware diagnostics from this link:  and follow the steps under (Run the Extensive Test (2 hours or more)
  • This link: helps you find the product number of the computer. (HP Notebook PCs - How Do I Find My Model Number or Product Number?)
  • If diagnostics fail, then it will give you a failure code of the failed component. Make a note of it and contact HP phone support to get the computer serviced.


HP Technical Support can be reached by clicking on the following link:

  • Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
  • Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
  • Once completed click the 'Show Options' icon on the bottom right.
  • Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

If the computer is out of warranty for more than 3 years, then please contact a local Best Buy or Staples technician to get it repaired as service options with HP may not be available. This is because the original suppliers and manufacturers of the parts that are supplied to HP don't do so anymore and hence service options are not available.

  • If diagnostics pass, then perform a system recovery to factory settings from this link: however, it will cause data loss.(HP PCs - Performing an HP System Recovery) It is a guided troubleshooter.
  • If recovery does not go through, then contact HP phone support from by following the steps mentioned above to order recovery media and it should do the trick for you.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient. Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat.


Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead. 🙂

I am an HP Employee

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