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HP Customer Support - Knowledge Base

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  • Information
    Coronavirus (COVID-19) Impact

    We are experiencing longer than expected wait times to reach an agent. Please use our digital solutions like the Virtual Agent and Diagnostic Tools or your HP account for faster service. Instant Ink customers please visit instantink.com

    Information
    Microsoft Support for Windows 7 ended on Jan 14, 2020

    - HP recommends that you begin the process of upgrading to Windows 10 if your computer has been tested by HP. For more information, click here.


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HP Personal and Pocket Media Drives - Downloading, Installing, and Using HP SureStore Software

HP SureStore is a software utility installed on an HP Personal Media Drives and HP Pocket Media Drives (PMD) that makes it easy to back up and protect the valuable information on a computer.

Software Features

HP SureStore provides the following features:
  • Easily back up all of your digital music, photo, video, recorded TV, gaming, or other data files
  • Easily restore any or all of your backed up files
  • Automatically backs up changes whenever the computer is idle for 5 minutes
  • Can be used to back up multiple computers
note:
HP SureStore does NOT back up your operating system or applications.

System Requirements

  • You must have a Microsoft Windows 7, Vista, or XP operating system.
  • You must be logged on as an administrator to install this update.
  • You must have an HP Personal or Pocket Media Drive connected to the system.

Downloading and Installing HP SureStore

HP SureStore is pre-installed on HP Personal and Pocket Media Drives. If HP SureStore is accidently deleted from the PMD, perform the following to download and reinstall the software:
  1. Open a Web browser.
  2. Go to www.hp.com.
  3. In the Search box, type "HP SureStore Application Update" (including quotation marks), and then click Search.
  4. Click the link for the HP SureStore Application Update.
  5. Click Download.
  6. Either click Run to immediately begin the installation when the software is downloaded, or click Save to specify the download location and install the software at a later time.
    Figure : Run or save HP SureStore
    Run or save the software to continue.
  7. Click Next.
    Figure : Installation utility
    First screen of the installation utility
  8. Accept to the terms of the licensing agreement, and then click Next.
    Figure : End user license agreement
    Image of the end user license agreement
  9. To allow HP SureStore to check for a software update, click Yes.
    Figure : Software update
    Check for a software update to continue.
  10. When the software update is complete, click OK to complete the installation.
    Figure : Software update completed
    Update completed

Using HP SureStore to Backup Files

HP SureStore does not need to be installed on a computer. The software runs directly from a PMD.
Perform the following to back up information to a PMD using HP SureStore:
note:
Close any open programs before performing a backup.
  1. Navigate to the PMD by performing the following:
    • Windows 7 or Vista: Click Start, click Computer, and then double-click the PMD.
    • Windows XP: Click Start, click My Computer, and then double-click the PMD.
  2. Double-click the HP SureStore application icon.
  3. Agree to the license agreement by clicking Accept (first use only).
  4. HP SureStore automatically checks for a software update.
  5. Either click Start or wait for the automatic timer to finish counting down (25 seconds) to continue, or click My Options to perform any of the following:
    • Change the default file types or backup location
    • View more information about the software
    • Change the language
    note:
    By default, all the most common file types on the primary drive are backed up.
    Figure : Welcome page
    Image of the Welcome page
  6. HP SureStore begins the backup by first scanning the computer and grouping the files into different content categories. This can take several minutes depending on the amount of content on the computer.
    Either select the types of files to include in the backup and then click Start to begin the backup, or click Change File Types & Locations to configure the backup settings.
    Figure : Example of backup files
    An example of backup files grouped by category.
    note:
    If the size of the backup exceeds the capacity of the PMD, the following message is displayed. Reduce the number of items included in the backup to continue.
    Figure : Not enough space
    This message is displayed when there is not enough space on the PMD.
  7. The first backup of the computer can take several hours to complete. HP recommends performing the first backup at a time when the computer is idle.
    Figure : Backing up files
    A status bar displays the backup progress.
    note:
    A warning message is displayed when HP SureStore is unable to back up files because they are in use. Click OK to continue, and then click Yes on the User Account Control window.
    Figure : Files in use message
    If any files are in use during the backup, the following message is displayed.
  8. When the backup is complete, either click Done to exit the application, or click View Report to display a summary of the backup information.
    Figure : Backup completed
    This window is displayed when the backup is completed.

Using HP SureStore to Restore Files

Perform the following to recover information from a PMD using HP SureStore:
  1. Open HP SureStore.
  2. Click Restore to continue, or click Explore to view the previously backed up files.
    Figure : Welcome page with Restore and Explore options
    Image of the Welcome page with Restore and Explore options
  3. Select the computer from the list, and then click Open.
    Figure : Select a restore
    If multiple computers have been backed up, select the restore from the following list.
  4. Select one of the following options, and then click OK:
    • Select Restore Everything to recover all backed up files.
    • Select Restore Only These Files to specify which files to recover.
    Figure : Restore options
    Select the files you want to recover.
  5. Select one of the following options, and then click OK:
    • Select Restore to original path to recover the files to their original location.
    • Select Restore to one folder, and then select the folder where to save the recovered files.
    Figure : Restore location
    You can either save the files to their original location or to a specified folder.
  6. HP SureStore restores the files to the specified location.
    Figure : Restore progress
    A status bar displays the restore progress.
  7. When the restore is complete, either click Done to exit the application, or click View Report to display a summary of the restore information.
    Figure : Restore completed
    This window is displayed when the restore is completed.

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