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HP Consumer PCs - Using the HP Cloud Recovery Tool (Windows 10)

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. Currently, the tool supports consumer PCs manufactured in 2016 and later. Earlier model computers are being added on an ongoing basis.

Note:

If you purchased your computer before 2016, see HP Customer Support - Software and Driver Downloads for other available recovery options.

Note:

To learn if your model is supported, see HP PCs - HP Cloud Recovery Tool Supported Platforms.

Prepare for recovery

Prepare your computer for system recovery before you download and install the HP Cloud Recovery Tool.

  • Back up your files. See HP PCs - Backing Up Your Files (Windows 10, 8).

  • Set aside one to four hours for the recovery process. The recovery time varies depending on the network and USB flash drive.

  • Make sure that you have a computer with an active internet connection. For best results, an Ethernet connection is recommended. Do not disconnect from the internet or Ethernet during the process.

  • Make sure that you use an AC power connection to the computer during the process. Do not disconnect from AC power during the process to avoid recovery failure.

  • Make sure that you have a blank USB flash drive with a minimum of 32 GB.

  • Make sure that your computer has a minimum of 20 GB free disk space on the Windows partition.

  • Do not use an external hard drive. The tool does not work when downloaded to an external hard drive.

Download and install the HP Cloud Recovery Tool

HP Cloud Recovery Tool can be downloaded and installed only on the 64-bit version of Windows.

  1. Choose one of these options to download and install the HP Cloud Recovery Tool.

Run the HP Cloud Recovery Tool

Run the HP Cloud Recovery Tool to create a recovery image for your computer.

  1. Insert a blank USB flash drive (minimum 32 GB) into the computer, and then make sure that the computer is connected to the internet. Any data on the USB flash drive is permanently deleted during this process. When the process is complete, the USB flash drive contains only the recovery software.

  2. Search for Cloud Recovery, right-click HP Cloud Recovery Tool, and then select Run as administrator.

    HP Cloud Recovery Tool with Run as administrator selected

    If the Do you want to allow this app from an unknown publisher to make changes to your device? message is displayed, click Yes to continue.

  3. On the Welcome screen, click Next to continue.

    HP Cloud Recovery Download Tool Welcome screen with Next highlighted
  4. Enter the proxy information, if necessary.

    • If you are on a secure network, the download tool automatically detects and populates the proxy information. Click Next.

      Note:

      If the download tool does not detect and populate the proxy information, contact your network administrator for the proxy information, and then type it in the appropriate fields.

    • If you are on an unsecured network, skip this step and continue to the next screen.

    Proxy Configuration screen with Next highlighted
  5. When the cloud recovery tool detects the information for your device, click Next.

    Note:

    If you download the recovery media on a different computer than the computer you want to recover, select the I need to enter Product ID for my HP system check box to type the information for the affected system. If the Product ID is Not Match or Invalid error message is displayed, your computer is not yet available for the HP Cloud Recovery Tool. Go to HP Customer Support - Software and Driver Downloads for other recovery options.

    System Information Page with Next highlighted
    Note:

    To locate the product ID, look on the back of the computer for a label. You can also see How Do I Find My Model Number or Product Number? (Desktop) or How Do I Find My Model Number or Product Number? (Notebook) for more information about locating the product ID.

    Note:

    If the product ID has an AV before a pound sign (#) and a three-digit number, do not include that information in the product ID. For example, if the product ID is JGT75AV#123, you would only enter JGT75AV as the product ID.

  6. Select your USB flash drive from the drop-down list, and then click Next.

    USB Preparation Page with Next highlighted

    An alert that all information on the USB flash drive will be permanently deleted is displayed. Click OK to continue.

    Note:

    If the The recovery USB Flash drive is ready. Do you want to delete the downloaded temporary files to save space in the drive? message is displayed, click Accept to continue.

  7. To finish the download and close the app, click Finish.

Performing an HP System Recovery with your USB Drive

Perform the following steps to recover the computer using a USB flash drive.

  1. Turn on the computer and insert the USB flash drive into a USB port.

  2. Turn off the computer by pressing and holding the power button.

  3. Disconnect all peripheral devices, except for the monitor, keyboard, mouse, and power cord. Remove media from internal drives and remove any recently added internal hardware.

  4. Turn on the computer and use booting options to boot from the USB drive.

  5. Follow on-screen prompts to complete the recovery.

Frequently asked questions

Review these frequently asked questions for information about using the HP Cloud Recovery Download Tool.

What should I do if a 'Product ID is Not Match or Invalid' error message is displayed?

If a Product ID is Not Match or Invalid error message is displayed, enter the correct serial number.

What if there is a long delay after I click 'Next' on the Welcome page?

If you experience a long delay after clicking Next on the Welcome page, perform the following steps.

  1. Check your network connectivity.

  2. Make sure that the system clock and time zone are accurate.

  3. Restart the HP Cloud Recovery Tool and try again.

What should I do if the recovery repeatedly fails after using the tool on a secure network?

If your attempts to use the recovery tool on a secure network fail, contact the network administrator to get your proxy server, port information, and login credentials.

What if my download attempts keep timing out or failing?

If your download attempts keep failing, do the following.

  • Check your internet connection.

  • Check that the system date and time are set correctly.

What if a 'Drive partitioning failed' error message is displayed?

If a Drive partitioning failed error message is displayed, it might mean there is a problem with the USB flash drive. Follow these steps to test the USB flash drive.

  1. Reformat the USB flash drive.

  2. Create a file on the USB flash drive.

  3. Try accessing the file you created on the USB flash drive.

If you are unable to access the file, you might need to replace the USB flash drive.

What if an 'Image extraction failed' or 'Relocation fail' error message is displayed?

If an Image extraction failed or Relocation fail error message is displayed, HP recommends that you restart the recovery process. The following error messages indicate that there might be a problem with the download or processing of the recovery image.

  • Image extraction failed

  • Relocation failed

  • Failure to mount the recovery image

  • Failure to get drive letter from mounting image

  • Failure to compare Hash...

  • Recovery USB content size does not equal download ISO size

What if a 'Disk not selectable' error message is displayed?

If a Disk not selectable error message is displayed, make sure that your USB flash drive has 32 GB of free space.

What if the process fails during the USB formatting?

If the download process fails during the USB formatting, follow these steps.

  1. Make sure that the USB flash drive has a minimum of 32 GB.

  2. Make sure that the USB flash drive is properly inserted into the USB port.

  3. Insert the USB flash drive into a different USB port.

  4. Reformat the USB flash drive, and then test it to make sure that it works.

  5. Restart the process using a properly functioning USB flash drive.

What should I do if the USB device is not included in the list of boot devices (Windows 10)?

It might be necessary to disable secure boot and then enable legacy mode in the BIOS to start the computer using recovery media.

Use one of the following methods to open the BIOS Setup Utility, and then choose either Configure boot options (notebooks) or Configure boot options (desktops).

  • Turn on the computer and immediately press the f10 key repeatedly, about once every second, until the BIOS Setup Utility opens.

  • Turn on the computer and immediately press the esc key repeatedly, about once every second, until the Startup Menu opens. Press f10 to open the BIOS Setup Utility.

To navigate the BIOS Setup Utility, select 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.

Configure boot options (notebooks)

Disable secure boot and enable legacy mode on notebook computers.

  1. Use the right arrow key to select the System Configuration menu, use the down arrow key to select Boot Options, and then press enter.

    System configuration menu
  2. Use the down arrow key to select Secure Boot, and then press enter.

  3. Use the down arrow key to modify the setting to Disable, and then press enter.

  4. Use the arrow keys to select Legacy Support, and then press enter.

  5. Use the arrow keys to modify the setting to Enable, and then press enter.

  6. Press f10 to accept the changes and exit. Or, use the left arrow key to select Exit, use the down arrow key to select Exit Saving Changes, and then press enter to select Yes.

  7. The Operating System Boot Mode Change screen is displayed, prompting you to confirm the Boot Options change. Type the code that is displayed on the screen, and then press enter to confirm the change.

    The BIOS Setup Utility closes, and the computer restarts.

  8. Turn off the computer.

You can now boot from the recovery media.

Configure boot options (desktops)

Disable secure boot and enable legacy mode on desktop computers.

  1. Use the right arrow key to select the Security menu, use the down arrow key to select Secure Boot Configuration, and then press enter.

    BIOS Security menu
  2. Press f10 when the Secure Boot Configuration window is displayed.

    Secure Boot configuration
  3. Use the down arrow key to select Secure Boot, and then press the left or right arrow keys to modify the setting to Disable.

  4. Use the up arrow key to select Legacy Support, and then press the left or right arrow key to modify the setting to Enable.

  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 Operating System Boot Mode Change screen is displayed, prompting you to confirm the Boot Options change.

    1. Type the code that is displayed on the screen, and then press enter to confirm the changes.

    The BIOS Setup Utility closes, and the computer restarts.

  7. Turn off the computer.

    You can now boot from the recovery media.

Is my model supported?

Determine if your computer model supports the HP Cloud Recovery Tool by referring to a list of supported platforms.

To review the list of supported platforms, go to HP PCs - HP Cloud Recovery Tool Supported Platforms.


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