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Troubleshooting HP System Recovery Problems (Windows 8)

This document pertains to HP computers with Windows 8.
Performing a full system recovery takes time (two to four hours, depending on the model of computer) and transfers a large amount of data. With so much data to move, problems can sometimes occur. Use this document to resolve recovery issues in Windows 8.
 caution:
A system recovery completely erases all files, programs, and saved work on the hard drive. Always back up important information before attempting a recovery.
 caution:
If additional hard drives are connected to the computer, for example an HP Media Drive, disconnect the data and power cables from the back of the extra drive before performing a system recovery. This prevents possible data loss on the additional drive.
 note:
If you are not using the latest version of Windows 8, some graphics and information in this document may vary. You can get the latest version from the Microsoft Store.
Troubleshooting your HP notebook computer (Windows 8)
A system recovery can be a long process and errors can occur.
Follow the instructions in the section that best fits your recovery type to troubleshoot recovery problems.
Troubleshooting a recovery started from the hard drive
The following sections describe how to troubleshoot a recovery started from the hard drive. To open the section that applies to your situation, click the plus sign (+) next to the section.
Troubleshooting a recovery started from CD or DVD
The following sections describe how to troubleshoot a recovery started from a CD or DVD. To open the section that applies to your situation, click the plus sign (+) next to the section.
Following is a list of error codes. To open the error code that applies to your situation, click the plus sign (+) next to the error code.
These errors can occur due to the following conditions:
  • Using the wrong recovery discs, such as those that you created or ordered for another computer.
  • The configuration data on the motherboard or hard drive was not correctly configured at the factory when the computer was manufactured.
  • The motherboard on your computer was replaced with a motherboard that is not the same replacement part. If so, you must install a new operating system or replace the motherboard with the original type.
If this error opens and you are using discs that were ordered from HP or that HP Support sent, find out if you have the correct recovery discs (that HP sent) using the following steps:
  1. Get the software build number for your computer:
    • On the Start screen, click the Desktop tile. Look for the build number information on the lower, right corner of the Windows desktop.
    • If your computer cannot open Windows, you can find a software build number on a sticker found on the outside of the computer case.
  2. Compare the software build number to the build number on the recovery discs.
    • If the software build number matches the number on your recovery discs and the recovery still fails with this error, HP needs to service the computer before you can recover it.
    • If the number on the recovery discs is not the same as the software build number, see Looking for HP Recovery Discs or an HP USB Recovery Drive. Make sure the numbers on the recovery disc do not match the software build number before ordering new discs.
Step two: Testing the disc drive
Follow these steps to test the disc drive.
  1. Press the Windows key + W to open the Settings search field, and then type HP Support Assistant.
  2. On the left side of the screen, click HP Support Assistant.
    The HP Support Assistant window opens.
    Click My Computer.
    Figure : HP Support Assistant
    Image of  Support Assistant with My Computer selected
  3. Select Diagnostics.
    Figure : HP Support Assistant - My Computer
    Image of  Support Assistant with Diagnostics selected
  4. Click HP ODD Check.
    Figure : HP diagnostics tools
    Image of Diagnostics tools with HP ODD Check selected
    If you are prompted for an Administrator password or confirmation, type the password or provide confirmation. If a User Account Control window asks if you want to allow the program to make changes to the computer, click Yes.
  5. Select the CD/DVD drive you want to check, and then click Next in the lower right corner of the box.
    Figure : Select the CD/DVD drive to test
    Image of the CD/DVD drive to test selection screen
  6. Insert a supported non-blank disc, close the disc tray, and then click Next.
  7. Follow the on-screen instructions to diagnose and resolve any issues with the disc drive.
Troubleshooting your HP desktop computer (Windows 8)
A system recovery can be a long process and errors can occur.
Follow the instructions in the section that best fits your recovery type to troubleshoot recovery problems.
Troubleshooting a recovery started from the hard drive
The following sections describe how to troubleshoot a recovery started from the BIOS or the Recovery Manager. To open the section that applies to your situation, click the plus sign (+) next to the section.
Troubleshooting a recovery started from CD or DVD
The following sections describe how to troubleshoot a recovery started from CD or DVD. To open the section that applies to your situation, click the plus sign (+) next to the section.
Troubleshooting a recovery started from a USB drive
The following sections describe how to troubleshoot a recovery started from a USB drive. To open the section that applies to your situation, click the plus sign (+) next to the section.
Testing the hard drive for problems (Windows 8)
A failing hard drive might cause intermittent problems during the recovery process. HP Support Assistant and HP PC Diagnostics UEFI both provide access to tests that can check for hardware failures. HP Support Assistant is accessed through Windows and HP PC Diagnostics UEFI is accessed by pressing the F2 key while the computer is starting.
HP PC Hardware Diagnostics UEFI enables you to test the main components on your computer using quick tests or longer, more comprehensive tests. You can use HP PC Hardware Diagnostics UEFI even if the computer does not open to Windows. Follow these steps to run the hardware diagnostics tests:
  1. Hold the power button for at least five seconds to turn off the computer.
  2. Turn on the computer, and then immediately press the F2 key repeatedly, about once every second, until you see one of the following screens:
If this screen is displayed, continue with the Hardware Diagnostics UEFI.
If this screen is displayed, see basic hardware testing.
Frequently asked questions about creating HP recovery media (Windows 8)
Why do I get the message, "Recovery disc has been created"?
I get an error when creating discs, what can I do?
When I try to create a USB flash drive, it does not detect my USB storage device. Why?
When I create HP Recovery media, does it save software I installed... like Office?

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