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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 - Using the HP Cloud Recovery Tool in Windows 11 and 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 - Back up your files (Windows 11, 10).
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.

Availability of Windows 10 recovery images for Windows 11 eligible models

Some computer models sold with the Windows 10 operating system during the Windows 11 upgrade period were also sold with the Windows 11 operating system preinstalled. The HP Cloud Recovery Tool might only have a Windows 11 image option available for these models.

HP recommends using Windows 11. Contact HP Support to order Windows 10 recovery media if needed.

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.

Search for and download the HP Cloud Recovery Tool from the Microsoft Store.

Run the HP Cloud Recovery Tool

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

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

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.
On the Welcome screen, click Next to continue.
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.
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,the HP Cloud Recovery Tool is not yet available for your computer. Go to HP Customer Support - Software and Driver Downloads for other recovery options.

Note:
To locate the product ID, look on the back of the computer for a label. You can also see Find product and serial numbers for HP PCs, printers, and accessories 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.
Select your USB flash drive from the drop-down list, and then click Next.

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.
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.

Turn on the computer and insert the USB flash drive into a USB port.
Turn off the computer by pressing and holding the power button.
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.
Turn on the computer and use booting options to boot from the USB drive.
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.

Check your network connectivity.
Make sure that the system clock and time zone are accurate.
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.

Reformat the USB flash drive.
Create a file on the USB flash drive.
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.