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Welcome to HP Customer Support

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  • Information
    Information regarding recent vulnerabilities

    HP is aware of the recent class of vulnerabilities referred to as “speculative execution side-channel attacks”. HP has released a security bulletin for systems with Intel x86 processor, and will continue to provide more information on other processors (ARM, AMD) as it becomes available. 

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HP and Compaq PCs - Looking for Recovery Discs?

This document provides different options for obtaining or creating recovery discs for HP and Compaq desktop computers. Use the option that works best for you.
  note:
Most HP and Compaq desktop computers that ship with Windows Vista and XP do not come with recovery discs. Instead, they use a partition on the hard drive. Using a hard drive partition provides a convenient, more stable recovery solution. To access a hard drive recovery, turn on the computer and repeatedly press F11 until a recovery window opens. If your computer originally came with Windows XP or earlier, press F10 to enter recovery.
Creating recovery discs
Did you know that most HP or Compaq desktop computers can be used to create one set of recovery discs?
The advantages to creating recovery discs are: they are less costly than ordering, can be created faster than the time it takes to have them shipped, and the discs you burn typically produce faster recovery times than discs that are ordered. However, due to licensing of the operating system, only one set of recovery discs can be created. Recovery discs cannot be created if the operating system was changed.
To create recovery discs, see one of the documents that matches the version of Windows that came with the computer:
Ordering a recovery kit from HP in the United States and Canada
If you cannot create a recovery solution, you might be able to order a recovery kit from HP - either on discs or a USB device. HP maintains an inventory of replacement kits for several years after the product has been released. However, because of software licensing restrictions, HP is only able to provide recovery kits for a limited time.
If you are in the United States or Canada, use the following steps to order a recovery kit if one is available:
  1. Find the serial number for your computer and write the number down on a piece of paper. The serial number is located on a service tag label adhered the case of the computer. For some notebook models sold in 2010 or later, you need to remove the battery or open an access hatch on the bottom of the notebook to see the service tag.
    Figure : An example of a service tag (the tag on your computer may look different)
    An example of a service tag (the tag on your computer may look different)
  2. Write down any model numbers and product names listed on the service tag. Use these names to determine the exact model name (not series) of your computer.
      caution:
    It is very important that you know the computer's exact model number/product name - not the series name that is often printed directly on the product's exterior. If you use the series name to order discs, the discs probably will not work. For example, there are several models of G62 notebook computers, but only one model G62-149WM. To learn more about how to find model numbers for HP products, see HP Guide to finding your product number.
  3. Open a web browser and go to the www.hp.com home page, and then click the Download drivers from the Support menu at the top of the page.
  4. Enter the product number or complete product name of your computer in the Find my product field, and then click Go.
    Figure : Enter a product name/number
    Enter a product name/number
  5. If you are presented with a list of several links to product support sites, click the link that matches your computer's model number.
    Figure : Click model number
    Click model number
  6. A Software and Drivers page opens. Make sure that the model number listed at the top of the page matches the model number/product name of your computer. If the model number does not match, double-check the product name/number on the service tag, and search the HP Web site again.
  7. Click Go under Option 2: Go directly to the software and driver results.
    Figure : Click Go
    Click Go
  8. On the Drivers page for your computer, use the drop-down menu to select the original operating system that came with your computer, and then click Next.
    Figure : Select your operating system
    Select your operating system
  9. On the list of downloads, click Order Recovery Media - CD/DVD/USB, and then click Order Media to open an ordering page.
      note:
    The ordering pages use a secure connection to protect your privacy.
      note:
    If you cannot find an "Order Recovery Media - CD/DVD/USB" section, select another operating system from the drop down list. If you cannot find a Recovery Media section for your computer model, HP does not have a recovery kit available.
    Figure : Order Recovery Media
    Order Recovery Media
  10. On the order summary page, enter the required Serial number, and then click Next.
      note:
    If an error page opens stating that HP was unable to find the page you wanted, use another Internet browser, such as Firefox, to order your software from HP. The ordering process is known not to work under certain configurations of Internet Explorer.
    Figure : Enter your product's serial number
    Enter your product's serial number
  11. Enter a 5-digit zip code and click Next.
  12. Select a Shipping method from the options provided, and then click Next.
    Figure : Select a shipping method
    Select a shipping method
  13. Complete the shipping address form, and then click Next. The information on this form should match the address for your credit card.
    Figure : Enter the shipping address
    Enter the shipping address
  14. If the billing address is the same as the shipping address, select Use my shipping address, and then click Next.
    Figure : Billing address
    Billing address
    If the billing address is different from the shipping address, select Use a different address, click Next, complete the billing address form, and then click Next.
  15. Enter your payment information, including a credit card number and credit card verification number, and then click Submit.
    Figure : Enter your payment information
    Enter your payment information
  16. Confirm your order information to complete the transaction.
Finding recovery discs from other Web sites
If HP is no longer supplying recovery discs for your model of computer and a recovery disc can no longer be created, you might be able to find a solution outside of HP.
  note:
Try all of the other options in this support document before attempting to order recovery discs from outside HP.
Popular online auction sites and some computer part suppliers might have an original recovery disc part in stock. However, be careful and understand the risks when purchasing recovery discs from any source outside of HP. Beware of sites that offer recovery solutions when they are not affiliated with HP.
Even though HP might not have a recovery disc set available for purchase, search the HP part ordering Web site to find the recovery kit part number that matches your computer. Once you find the part number of the recovery disc, use the number in your searches to get better results.
  1. Open an HP Parts Ordering Web site (in English). If necessary, select your country/region and language in the upper right corner of the page.
  2. Enter the computer's product name into the corresponding search field. The name of the computer is attached to the computer case on a sticker.
  3. Follow the instructions on the pages to view a list of all parts associated with the computer product name.
  4. From the list of parts, find a recovery disc set and matching part number and write it down.
    Figure : Example of recovery disc part number 5069-8336 (for model m1170n) no longer in stock
  5. Write down the part number. You can use the part number when searching the Internet or your favorite auction web site to find a replacement recovery kit.
    Example: entering "Pavilion 716n" into the product name field on the HP Part Store Web site and following the instructions on the pages eventually opens a list of parts that includes the Recovery Disc kit 5069-5083. The term "5069-5083" can be used in an Internet search to find a recovery disc set that will work for the Pavilion 716n computer (not with most other models).
Contacting Support
If you cannot order a recovery disc set from HP or you cannot create a usable set from your computer, contact HP Customer Care. HP Customer Care may be able to send out new discs or replace defective versions depending on your situation and availability.

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