HP PCs - Performing An HP System Recovery (Windows 10) - HP® Customer Support PDF

4/3/2017 HP PCs Performing an HP System Recovery (Windows 10) | HP® Customer Support
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HP PCs - Performing an HP System Recovery (Windows 10)

 Issue with HP Recovery Manager
 Getting started
 Types of system recovery
 Recovery using HP Recovery Manager

 System recovery using HP supplied recovery media
 Creating recovery media

 Factory reset using media you created
 System recovery using media you created

 Enabling secure boot on a notebook computer (Windows 10)
 Recovery when Windows 10 does not start correctly
This document pertains to HP and Compaq computers that came with Windows 10 installed.
Learn how to reinstall or restore an HP computer with Windows 10 to an earlier state. Also, learn how to perform a system recovery using HP
Recovery Manager.
 NOTE:
This document pertains to computers that have Windows 10 preinstalled at the factory. If your computer previously had Windows 8 or
Windows 7 and it was upgraded to Windows 10, you cannot recover back to Windows 10. If you recover, you will recover back to your original
version of Windows (Windows 8 or Windows 7). You need to reinstall Windows 10.
To reset your computer to the ‘last known good’ version of Windows 10 use Microsoft push-button reset. For detailed instructions see HP PCs -
Microsoft Push-Button Reset (Windows 10).
 CAUTION:
The new Recovery Manager for Fall Update 2015 must be downloaded and installed to successfully perform a system recovery using HP
Recovery Manager.
A minimum of 3 GB of free space is required to install the Recovery Manager update.
Back up all personal files and read all caution statements before performing a system recovery. Failure to backup your files will result in loss of
files and information that you do not want to lose.
For instructions to backup and save your files, see Backing Up Your Files (Windows 10, 8).
The complete recovery process can take 4 to 6 hours or more to complete. For best results, the computer should not be connected to the Internet.
The computer will restart several times during the process. Do not turn off the power or interrupt the recovery process until the prompt to log in to
Windows is displayed.
Try this first: Use the HP Guided Solution

http://support.hp.com/usen/document/c04758961 1/31
Try this first: Use theHP PCs Performing an HP System Recovery (Windows 10) | HP® Customer Support
4/3/2017 HP Guided Solution
Let us guide you through the solution .
OR read the document below.
Issue with HP Recovery Manager

After installing or updating Windows 10, HP Recovery Manager will not work and an error may occur.
Specifically, a Can’t open file: X:\sources\Recovery\tools\HP\Rita-tool\ message is displayed if you attempt to open HP Recovery Manager using
either of the following methods:
Pressing the F11 key, clicking Troubleshoot, and then selecting HP Recovery Manager
OR
Searching for and selecting HP Recovery Manager, and then clicking Windows Recovery Environment
To resolve the issue, download and install one of the following HP software updates.
If you are not sure which download is needed for your computer, please return to the top of the page and enter your serial number or product name
in the search bar to be directed to the appropriate product page.
 NOTE:
When you click the link, the file is downloaded using your Internet browser download capabilities.
For notebook computers, download HP Recovery Manager Update SP 74123
For desktop computers, download HP Recovery Manager Update SP 74124
For business notebook or desktop computers, download HP Recovery Manager Update 74138
Getting started
Use the Windows 10 search box to search for HP Recovery Manager and click to open it. Depending on the model of your computer and its
configuration, your Recovery Manager screen might vary. Not all options are available on all models and configurations.
If HP Recovery Manager opens and one or both of the following options are the only ones available, you can restore your system with the Microsoft
push-button reset.
Select one of the options and follow the on-screen instructions for the push-button reset. For detailed instructions see HP PCs - Microsoft Push-
Button Reset (Windows 10).
Figure 1: Recovery options
Standard options for recovery manager display according to the system resources and configuration of your computer system. Yours might
vary from the examples in this document.
Figure 2: Recovery Manager - Standard
Types of system recovery

Your computer might have three types of System Recovery available, or it might have only two. Use the recovery type that resolves your issue
without making more changes than necessary.
System Recovery: This option reformats the system drive (usually C:), reinstalls the original operating system, and reinstalls all the original
hardware drivers and software.
 WARNING:
If the size of the OS partition (usually C:) was reduced below a minimum size requirement, other user-created partitions will be removed
and stored data will be destroyed.
Factory Reset: Factory Reset reformats the entire hard drive, reinstalls the original operating system, and reinstalls all the original hardware
drivers and software. This option also recreates the required Recovery partition (usually D:) and reinstalls the required software. The factory
reset recreates the required Recover Partition (usually D:) and all other required partitions.
The Factory Reset option returns all of the computer's software to the condition it was in at the time of purchase. All user changes or
additions are removed.
Performing system recovery

To return the computer to a previous state, system recovery to accomplish such things as:
Reformat the system drive
Reinstall the original operating system
Reinstall original hardware drivers and software
To perform a recovery on your computer with Windows 10 using one of the following methods:
Recovery when Windows opens correctly
Recovery when Windows does not open correctly
Recovery using recovery media, such as discs or a USB flash drive
Back up all personal files and read all caution statements before performing a system recovery.
Recover without affecting your files using HP Recovery Manager 
You can refresh your computer without affecting your personal files and applications.
If Windows opens correctly, perform the following steps to start a system refresh that does not affect your files.
1. Turn off the computer.
2. Disconnect all connected devices and cables such as personal media drives, USB drives, printers, and faxes. Remove media from internal
drives, and remove any recently added internal hardware.
Do not disconnect the monitor, keyboard, mouse, or power cord.
3. Turn on the computer.
4. From the Start screen, type recovery manager, and then select HP Recovery Manager from the search results.
If you are prompted for an Administrator password or confirmation, type the password or provide the confirmation. If a User Account
Control window asks if you want to allow the program to make changes to the computer, click Yes.
5. Under Help, click Windows System Reset.
Figure 3: Recovery Manager Main screen
6. Select Keep my files.
Figure 4: Keep my files
7. Wait while the computer gets things ready.
Figure 5: Getting things ready
8. Read Your apps will be removed, and then click Next.
Figure 6: Your apps will be removed
9. If you continue to Reset the PC, you won't be able to undo, or go back, to a previous version of Windows.
Figure 7: Warning
10. You are now ready reset, or refresh, the computer.
To proceed, click Reset.
Figure 8: Ready to reset
11. Follow any on-screen instructions.
Recovery using HP Recovery Manager 
If Windows opens correctly, perform the following steps to start a system recovery from the Windows Start screen.
2. Disconnect all connected devices and cables such as Personal Media Drives, USB drives, printers, and faxes. Remove media from internal
4. From the Start screen, type recovery manager, and then select HP Recovery Manager from the search results.
If you are prompted for an Administrator password or confirmation, type the password or provide the confirmation. If a User Account
Control window asks if you want to allow the program to make changes to the computer, click Yes.
5. Under Help, click Windows Recovery Environment.
Figure 9: Recovery Manager Main screen
6. Click OK. The system will reboot into the Windows Recovery environment.
Figure 10: Windows Recovery Environment
7. Click Troubleshoot.
Figure 11: Choose an option
8. Click Recovery Manager.
Figure 12: Troubleshoot screen
9. Click Recover without backing up your files, and then click Next.
Figure 13: Recover without backing up your files
10. Read the System Recovery information. To proceed, click Next.
Figure 14: System recovery information
Recovery Manager is preparing the system for recovery.
Figure 15: Preparing for system recovery
11. The preparations are complete. Click Continue.
Figure 16: Recovery preparation is complete
The computer restarts. Follow any on-screen instructions and do not interrupt it during the process. The computer might restart a number
of times during the recovery process.
System recovery using HP supplied recovery media 
If you received HP recovery media from HP, use this section to recover your computer. Insert the media and use the following instructions.
Do not disconnect the monitor, keyboard, mouse, or power cord
2. Insert the recovery media (USB Drive, CD/DVD) and then turn off the computer.
3. Turn on the computer and immediately press the Esc (escape) key repeatedly, about once every second, until the Startup Menu opens.
Notebook
Figure 17: Notebook Startup Menu
Desktop
Figure 18: Desktop startup menu
4. Press F9 to open Boot Device Options
menu.
5. Use the up or down arrow key to select the CD/DVD drive or USB drive, and then press Enter.
 NOTE:
If you are using recovery media supplied by HP, a black window opens asking you to Press any key to boot from the CD or DVD.....
This screen will only appear for 3-4 seconds and if no key is pressed the system will boot normally into windows. You will have to
repeat the steps in order to boot from the CD/DVD recovery media.
Figure 19: Prompt to press any key
Figure 20: Boot option menu
Figure 21: Select boot option device
 NOTE:
More than one USB drive or CD/DVD drive selection might be available from the list of bootable devices. If so, select one of the USB
drive CD/DVD selections from the list to see if HP Recovery starts. If recovery does not start or a non-system disk error is displayed,
restart the computer by pressing the power button, and then repeat these steps to select another USB or CD/DVD drive. When
recovery starts, continue using the steps to complete recovery.
6. Select the language.
Figure 22: Select a language
7. The option should be Factory Reset. Click Next.
Figure 23: Select an option
8. On the Welcome page, click Next.
Figure 24: Welcome page
9. To recover your system without backing up your files, the files should already be backed up and saved.
To continue, if you have backed up your files, click Recover without backing up your files, otherwise click Back up your files first
(recommended).
Figure 25: Starting the recovery
10. Prepare the computer for recovery.
Figure 26: Preparing the computer for recovery
11. After all files are copied to the hard drive, on the Factory Image preparations screen, you are asked if you have received a Supplemental
Recovery Disc.
If you have, insert it now.
Figure 27: Factory Image recovery preparations screen
12. The computer might go through several Software Installation screens; this is normal, please do not turn off your computer during this
process.
Figure 28: Installing software
13. When setup is complete, do the following:
2. Reconnect all devices and cables.
14. Before using the computer, update and protect your computer by reinstalling any virus and security software that was installed before the
system recovery.
15. Reinstall any software programs that were added after purchasing the computer, as well as any files that were backed up.
Creating recovery media 
To create the recovery media now, use the following instructions. Only one set of media can be created, so if it has already been created you will
not be able to create another one.
1. Search for and open HP Recovery Manager.
2. In Recovery Manager, click Create recovery media.
Figure 29: Recovery Manager
3. Click I Accept to the notification that only one set of recovery media can be made.
Then click Continue.
Figure 30: Recovery Manager
4. The media detection page opens.
 CAUTION:
If you select to create the recovery media in a USB flash drive, the USB flash drive must be able to hold more than the minimum
amount of data displayed on the screen; not all the capacity in a USB drive is usable. Example: If the minimum amount of data
required shows 16 GB, use an 18 GB drive for better results. If the size of the USB drive is larger than 32 GB, the extra size on the flash
drive might not be usable after the recovery media is created. Please be aware that all data on the selected USB flash drive will be
lost after the recovery media is created.
Select whether to create the recovery media on a USB flash drive or CDs and follow the on-screen instructions.
Figure 31: Media detection
Select whether to create the recovery media on a USB flash drive or CDs and follow the on-screen instructions.
For example: Choosing the USB Flash Drive:
Figure 32: Choosing USB Flash Drive
Factory reset using media you created 
If you created your own recovery media, you can use it to perform a Factory Reset on your computer.
 CAUTION:
Back up all personal files and read all caution statements before performing a factory reset. Failure to backup your files will result in loss of
files and information.
For instructions to backup and save your files, see Backing Up Your Files (Windows 10, 8). After backing up your files, use the following
instructions to use the media you created to recover your computer.
Notebook
Desktop
menu.
Notebook
Figure 35: Notebook boot option menu
Desktop
Figure 36: Desktop boot option menu
 NOTE:
More than one USB Drive or CD/DVD drive selection might be available from the list of bootable devices. If so, select one of the USB
Drive CD/DVD options from the list to see if HP Recovery starts. If recovery does not start or a non-system disk error is displayed,
If you cannot select the recovery media drive from the Boot Menu, enable Secure Boot and disable Legacy Mode in the BIOS. For
detailed instructions, see Enabling Secure Boot in Windows 10 for this document.
6. When prompted to run Recovery Manager from the hard drive or from media, select Run program from media, and then click Next.
Figure 37: Recovery manager
HP Recovery manager opens.
7. Select Factory Reset to erase all the data and information from the hard drive and restore it to the original factory condition. Then click
Next.
 CAUTION:
If you have not already backup your files, click file backup and follow the instructions. Proceeding without backing up your files will
result in lost files and information.
Figure 38: Selecting Factory Reset
8. Select Recover without backing up your files.
If you still have not backed up your files, select Backup your files first (recommended) and follow the on-screen instructions.
Figure 39:
9. Read the Factory Reset information and then click Next.
Figure 40: Factory Reset information
10. click OK to proceed after reading the warning.
Figure 41: Warning about resetting the hard drive
11. Wait while Recovery Manager prepares the factory image. Wait for the next screen.
Figure 42: Factory image recovery preparation
12. The recovery preparation is complete. Click Continue to proceed.
Figure 43: Preparation is complete
System recovery using media you created 
To recover your system with the media you created, use the following instructions.
Do not disconnect the monitor, keyboard, mouse, or power cord
Notebook
Desktop
menu.
Notebook
Figure 46: Notebook boot option menu
Desktop
Figure 47: Desktop boot option menu
 NOTE:
More than one USB drive or CD/DVD drive selection might be available from the list of bootable devices. If so, select one of the USB
drive CD/DVD options from the list to see if HP Recovery starts. If recovery does not start or a non-system disk error is displayed,
If you cannot select the recovery media drive from the Boot Menu, enable Secure Boot and disable Legacy Mode in the BIOS. For
detailed instructions, see the Enabling Secure Boot in Windows 10 in this document.
6. When prompted to run Recovery Manager from the hard drive or from media, select Run program from media, and then click Next.
Figure 48: Recovery manager
HP Recovery manager opens.
7. Select System Recovery to erase all the files from the hard drive and restore it to the original factory condition. Then click Next.
 CAUTION:
If you have not already backup your files, click file backup and follow the instructions. Proceeding without backing up your files will
result in lost files and information.
Figure 49: System Recovery
8. Select Recover without backing up your files and then click Next.
Figure 50: Recovering without backing up your files
9. HP Recovery Manager prepares the computer for recovery.
Figure 51: Preparing the computer for recovery
10. If you are using recovery discs, follow the on-screen instructions by inserting the next disc as prompted. Do not click Cancel.
 CAUTION:
Do not stop the process while the Windows partition is being reformatted and the files to restore the hard drive are being copied.
11. Wait while the files are copied to the hard drive.
Figure 52: Preparing for recovery
12. Click Continue when the recovery preparation is complete.
 CAUTION:
Do not interrupt the process as it restarts multiple times during the recovery and installation phase.
13. Do not turn off your computer during this process. The computer might go through several Software Installation screens.
Figure 54: Installing software
14. When setup is complete, do the following:
2. Reconnect all devices and cables.
system recovery.
Enabling secure boot on a notebook computer (Windows 10) 
It might be necessary to enable secure boot in the BIOS in order to start the computer using recovery media (USB Drives or CD/DVD). Follow
these steps to enable Secure Boot in the BIOS.
 NOTE:
Use the following procedure only when you cannot select the recovery media from the Boot Option Menu or when you are using an
external optical drive. If you are able to boot from the Recovery media or not, it is very important to reverse the changes made in the
BIOS, this means you need to load the BIOS default settings. Otherwise this may cause instability in the system when making updates
recommended by HP.
Use one of the following methods to open the Computer Setup Utility:
Turn on the computer and immediately press the F10 key repeatedly, about once every second, until the Computer Setup Utility opens.
Turn on the computer and immediately press the Escape key repeatedly, about once every second, until the Startup menu opens. Then
press F10.
Choose menu screens by pressing the left or right arrow keys. Use the up or down arrow keys to move through the list of items on the menu
screen. Press the Enter key to select an item and open a submenu. Then use the left and right arrow keys to modify the settings. Press the F10
key to save the changes and exit from a submenu, or press the Esc key to exit from a submenu without saving the changes.
Notebooks 
1. Use the right arrow key to choose the System Configuration menu, use the down arrow key to select Boot Options, and then press
Enter.
Figure 55: System configuration
Figure 56: Boot options
2. Use the down arrow key to select Secure Boot, press Enter, and then use the down arrow key to modify the setting to Enable and press
Enter.
3. Use the arrow keys to select Legacy Support and press Enter, and then use the arrow keys to modify the setting to Disable and press
Enter.
4. Press F10 to accept the changes and exit or use the left arrow key to select the Exit, use the down arrow key to select Exit Saving
Changes and then press Enter to select Yes.
5. The Computer Setup Utility closes and the Operating System Boot Mode Change screen displays, prompting you to confirm the Boot
Options change. Type the code shown on the screen, and then press Enter to confirm the change.
6. The Computer Setup Utility closes and the computer restarts.
7. Turn the computer off and try to boot from the Recovery media once again.
8. If you are still unable to start from the recovery media, even after enabling secure boot and disabling legacy support, try to perform
a recovery using HP Recovery Manager.
If Windows 10 opens correctly
If Windows 10 does not open correctly
Desktops 
1. Use the right arrow key to choose the Security menu, then use the down arrow key to select Secure Boot Configuration, and then
press Enter.
Figure 57: Security menu
2. Press F10 when the Secure Boot Configuration window is displayed.
3. Use the down arrow key to select Secure Boot, then press the left or right arrow keys to modify the setting to Enable.
4. Use the up arrow key to select Legacy Support, then press the left or right arrow key to modify the setting to Disable and press F10.
5. Press F10 to accept the changes and exit. Then press Enter or use the left arrow key to select File, use the down arrow key to select
Exit Saving Changes, and then press Enter to select Yes.
6. The Computer Setup Utility closes and the Operating System Boot Mode Change screen is displayed, prompting you to confirm the Boot
Options change.
Type the code shown on the screen, and then press Enter to confirm the changes.
7. The Computer Setup Utility closes and the computer restarts.
8. Turn the computer off and try to boot from the Recovery media once again.
9. If you are still unable to start from the recovery media, even after disabling secure boot and enabling legacy support, try to perform
a recovery using HP Recovery Manager.
If Windows 10 opens correctly
If Windows 10 does not open correctly
Recovery when Windows 10 does not start correctly 
If Windows 10 does not open correctly, perform the following steps to recover the computer:
 NOTE:
If the recovery partition on the hard disk drive is not functioning correctly, this method does not work and an error message displays. If an
error message indicates that System Recovery cannot be run from the startup screen, a set of recovery discs or a recovery USB flash drive
is needed to perform a system recovery. Follow the instructions listed in one of the following sections, depending on the recovery media
available: Recovery using HP supplied recovery media or Factory reset using media you created.
drives, and remove any recently added internal hardware. .
3. Turn on the computer and repeatedly press the F11 key about once every second until the Choose and option screen is displayed, and
then continue.
4. On the Choose an Option screen, click Troubleshoot.
Figure 58: Choose an option with Troubleshoot selected
5. On the Troubleshoot screen, click Recovery Manager.
Figure 59: Troubleshoot with Recovery Manager selected
6. Under Help, click System Recovery.
Figure 60: Help with System Recovery selected
7. When Recovery Manager prompts you to back up your files, select a backup option:
 NOTE:
Depending on the version of Windows, the following screens might appear slightly different.
Follow the instructions to backup your files and recover the system.
If you have already backed up personal files or you do not want to back up personal files, select Recover without backing up your
files, and then click Next. Continue to the next step.
If you want to back up your personal files, follow these steps to create a backup. 
8. The Welcome to HP Recovery Manager screen is displayed. Read the on-screen information, and then disconnect any connected devices
and cables, such as Personal Media Drives, USB drives, printers, and faxes.
9. Remove media from internal drives, and remove any recently added internal hardware.
10. Click Next to continue.
Figure 61: HP Recovery Manager screen
HP Recovery Manager prepares the computer for recovery.
 NOTE:
This process can take as long as 30 to 45 minutes. Do not interrupt HP Recovery Manager during the recovery process.
Figure 62: Recovery preparation
11. When recovery preparation is complete, click Continue to proceed to the installation phase of the recovery process. The computer restarts
several times during the recovery. This is normal. Do not close, shut down, or disconnect the computer while HP Recovery runs.
12. Recovery Manager reformats the Windows partition and reinstalls the original software.
13. After the system recovery is complete, click Finish to restart the computer. Complete the setup screens and wait until the computer
finishes the setup.
14. Once the setup is complete, turn off the computer, reconnect all devices and cables, and then turn on the computer.
system recovery.
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Support Home Products Software and Drivers Forums Contact Support

HP PCs - Performing an HP System Recovery (Windows 10)

 Types of system recovery

 Recovery using HP Recovery Manager

 Creating recovery media

 System recovery using media you created

A minimum of 3 GB of free space is required to install the Recovery Manager update.

Try this first: Use the HP Guided Solution

OR read the document below.

Issue with HP Recovery Manager

For notebook computers, download HP Recovery Manager Update SP 74123

For desktop computers, download HP Recovery Manager Update SP 74124

Figure 1: Recovery options

Figure 2: Recovery Manager - Standard

Types of system recovery

Performing system recovery

Reformat the system drive

Reinstall the original operating system

Reinstall original hardware drivers and software

Recovery when Windows opens correctly

Recovery when Windows does not open correctly

Recovery using recovery media, such as discs or a USB flash drive

Recover without affecting your files using HP Recovery Manager 

1. Turn off the computer.

Do not disconnect the monitor, keyboard, mouse, or power cord.

3. Turn on the computer.

5. Under Help, click Windows System Reset.

Figure 3: Recovery Manager Main screen

6. Select Keep my files.

Figure 4: Keep my files

Figure 5: Getting things ready

8. Read Your apps will be removed, and then click Next.

Figure 6: Your apps will be removed

10. You are now ready reset, or refresh, the computer.

To proceed, click Reset.

Figure 8: Ready to reset

11. Follow any on-screen instructions.

Recovery using HP Recovery Manager 

1. Turn off the computer.

Do not disconnect the monitor, keyboard, mouse, or power cord.

3. Turn on the computer.

5. Under Help, click Windows Recovery Environment.

Figure 9: Recovery Manager Main screen

Figure 10: Windows Recovery Environment

Figure 11: Choose an option

8. Click Recovery Manager.

Figure 12: Troubleshoot screen

Figure 13: Recover without backing up your files

10. Read the System Recovery information. To proceed, click Next.

Figure 14: System recovery information

Recovery Manager is preparing the system for recovery.

Figure 15: Preparing for system recovery

11. The preparations are complete. Click Continue.

System recovery using HP supplied recovery media 

Do not disconnect the monitor, keyboard, mouse, or power cord

Figure 17: Notebook Startup Menu

Figure 18: Desktop startup menu

4. Press F9 to open Boot Device Options

Figure 19: Prompt to press any key

Figure 20: Boot option menu

Figure 21: Select boot option device

Figure 22: Select a language

4/3/2017 HP PCs Performing an HP System Recovery (Windows 10) | HP® Customer Support