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HP Customer Support - Knowledge Base

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Information

Need Windows 11 help?
Check the information on compatibility, upgrade, and available fixes from HP and Microsoft. Windows 11 Support Center

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HP Consumer PCs - Obtaining PC recovery USB drives or discs

Perform a system recovery or reset to resolve issues by returning your computer to a previous or the original configuration. Confirm if other system recovery options work with your computer, and then order recovery media on CDs, DVDs, or a USB drive if necessary.

Note:

Depending on your computer age, warranty status, and region, you can order recovery media for several years after the product was released. Because of software licensing restrictions, HP and its partners can only provide recovery kits for a limited time.

Recover or reset the computer without recovery media

Read one of the following documents for system recovery or reset options that do not require a disc or USB drive.

Create your own recovery media

If Windows opens on your computer, read the following document to learn how to create recovery USB drives or discs.

HP PCs - Creating and Using a Microsoft Recovery USB Drive (Windows 10)

Order recovery media from HP in the United States and Canada

Order recovery media for your specific computer model from the HP Customer Support website.

Before ordering recovery media, obtain the computer product and serial numbers. These numbers are typically found on a label on the bottom or rear of the computer, or on the box it shipped in. The numbers are listed on the label next to Product No. or p/n and Serial No. or s/n.

Computer label with the product and serial number highlighted

Go to Find product and serial numbers for HP PCs, printers, and accessories for additional options.

Note:

The general family name on the case, near the keyboard, or on the frame around the display does not provide sufficient information for ordering the correct recovery media for your specific model.

Go to HP Software and Driver Downloads, and then enter your product number to view the available software and driver downloads for your computer.

Note:
If you have upgraded to a new Windows version, in the Selected operating system pane, click Change, select the original operating system that came with your computer, and then click Change.
Look through the available software for Order Recovery Media - CD/DVD/USB.
- If the recovery media is available, click it, click Order Media, and then follow the on-screen instructions to complete the order.
- If the recovery media is not in the list of available software, the media is currently unavailable. Go to HP Customer Support to contact HP for options.

Order recovery media from HP in Europe, the Middle East, and Africa

If your device is not responding, use HP recovery media to recover or speed up your device.

Go to Best2Serve to order HP recovery media.

Order HP recovery media in Brazil

Depending on your computer age and warranty status, you might be able to order a recovery kit from HP.

Contact HP Customer Support to see if a recovery kit is available for your computer.

Note:
The recovery kit arrival time depends on the destination address, order date, and payment date. Check shipping price with HP Customer Support. This price is subject to change without notice.

Order recovery media from HP in Latin America (excluding Brazil)

Depending on your computer age and warranty status, you might be able to order a recovery kit from HP.

Contact HP Customer Support to see if a recovery kit is available for your computer.

Order recovery media from HP in Asia and Oceania

Depending on your computer age and warranty status, you might be able to order a recovery kit from HP.

Contact HP Customer Support to see if a recovery kit is available for your computer.

Obtain recovery media from other sources

If a recovery kit is not available from HP or its partners, you might locate one through an online auction or retail website.

Try all other system recovery options before ordering a recovery kit from outside HP.

CAUTION:
Be very careful when purchasing recovery solutions that are not affiliated with HP. Check the product number on your computer identification label to confirm that the recovery media works with your specific model.

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Examples: "LaserJet Pro P1102 paper jam", "EliteBook 840 G3 bios update"