Welcome to HP Customer Support




  • Alert
    AC Power Cord Safety Recall and Replacement Program


    View article
    Expansion of HP Battery Safety Recall Program

    View details

    Information regarding recent vulnerabilities

    HP is aware of the recent vulnerabilities commonly referred to as "Spectre" and "Meltdown". HP has published a security bulletin with patches for these issues and a list of impacted systems. We will continue to update the bulletin as more information becomes available and encourage customers to check the bulletin frequently.



HP PCs - Performing an HP System Recovery (Windows 10)

This document pertains to HP and Compaq computers that came with Windows 10 installed.
Learn how to reinstall or restore an HP computer with Windows 10 to an earlier state. Also, learn how to perform a system recovery using HP Recovery Manager.
For Business computers, the recovery options might no longer be viable as the image might have been replaced. To confirm, contact your company's IT department or your local IT service.
This document pertains to computers that have Windows 10 preinstalled at the factory. If your computer previously had Windows 8 or Windows 7 and it was upgraded to Windows 10, you cannot recover back to Windows 10. If you recover, you will recover back to your original version of Windows (Windows 8 or Windows 7). You need to reinstall Windows 10.
To reset your computer to the ‘last known good’ version of Windows 10 use Microsoft push-button reset. For detailed instructions see HP PCs - Microsoft Push-Button Reset (Windows 10).
The new Recovery Manager for Fall Update 2015 must be downloaded and installed to successfully perform a system recovery using HP Recovery Manager.
A minimum of 3 GB of free space is required to install the Recovery Manager update.
Back up all personal files and read all caution statements before performing a system recovery. Failure to backup your files will result in loss of files and information that you do not want to lose.
For instructions to backup and save your files, see Backing Up Your Files (Windows 10, 8).
The complete recovery process can take 4 to 6 hours or more to complete. For best results, the computer should not be connected to the Internet. The computer will restart several times during the process. Do not turn off the power or interrupt the recovery process until the prompt to log in to Windows is displayed.
Following the recovery process, you should take steps to make sure your computer is secure. For more information, see the section in this document Things you should do after performing a recovery.
Video overview
Issue with HP Recovery Manager
After installing or updating Windows 10, HP Recovery Manager will not work and an error may occur.
Specifically, a Can’t open file: X:\sources\Recovery\tools\HP\Rita-tool\ message is displayed if you attempt to open HP Recovery Manager using either of the following methods:
  • Pressing the F11 key, clicking Troubleshoot, and then selecting HP Recovery Manager
  • Searching for and selecting HP Recovery Manager, and then clicking Windows Recovery Environment
To resolve the issue, download and install one of the following HP software updates.
If you are not sure which download is needed for your computer, please return to the top of the page and enter your serial number or product name in the search bar to be directed to the appropriate product page.
When you click the link, the file is downloaded using your Internet browser download capabilities.
Getting started
Use the Windows 10 search box to search for HP Recovery Manager and click to open it. Depending on the model of your computer and its configuration, your Recovery Manager screen might vary. Not all options are available on all models and configurations.
If HP Recovery Manager opens and one or both of the following options are the only ones available, you can restore your system with the Microsoft push-button reset.
Select one of the options and follow the on-screen instructions for the push-button reset. For detailed instructions see HP PCs - Microsoft Push-Button Reset (Windows 10).
Figure : Recovery options
Recovery options available for your computer
Standard options for recovery manager display according to the system resources and configuration of your computer system. Yours might vary from the examples in this document.
Figure : Recovery Manager - Standard
Recovery Manager - Standard
Types of system recovery
Your computer might have three types of System Recovery available, or it might have only two. Use the recovery type that resolves your issue without making more changes than necessary.
  • System Recovery: This option reformats the system drive (usually C:), reinstalls the original operating system, and reinstalls all the original hardware drivers and software.
    If the size of the OS partition (usually C:) was reduced below a minimum size requirement, other user-created partitions will be removed and stored data will be destroyed.
  • Factory Reset: Factory Reset reformats the entire hard drive, reinstalls the original operating system, and reinstalls all the original hardware drivers and software. This option also recreates the required Recovery partition (usually D:) and reinstalls the required software. The factory reset recreates the required Recover Partition (usually D:) and all other required partitions.
    The Factory Reset option returns all of the computer's software to the condition it was in at the time of purchase. All user changes or additions are removed.
Performing system recovery
To return the computer to a previous state, system recovery to accomplish such things as:
  • Reformat the system drive
  • Reinstall the original operating system
  • Reinstall original hardware drivers and software
To perform a recovery on your computer with Windows 10 using one of the following methods:
  • Recovery when Windows opens correctly
  • Recovery when Windows does not open correctly
  • Recovery using recovery media, such as discs or a USB flash drive
Back up all personal files and read all caution statements before performing a system recovery.
Disabling secure boot
It might be necessary to disable secure boot in the BIOS in order to start the computer using recovery media (USB Drives or CD/DVD). Follow these steps to disable Secure Boot in the BIOS.
Use the following procedure only when you cannot select the recovery media from the Boot Option Menu or when you are using an external optical drive. If you are able to boot from the Recovery media or not, it is very important to reverse the changes made in the BIOS, this means you need to load the BIOS default settings. Otherwise this may cause instability in the system when making updates recommended by HP.
Use one of the following methods to open the Computer Setup Utility:
  • Turn on the computer and immediately press the F10 key repeatedly, about once every second, until the Computer Setup Utility opens.
  • Turn on the computer and immediately press the Escape key repeatedly, about once every second, until the Startup menu opens. Then press F10.
Choose 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.
Recovery when Windows 10 does not start correctly
If Windows 10 does not open correctly, perform the following steps to recover the computer:
If the recovery partition on the hard disk drive is not functioning correctly, this method does not work and an error message displays. If an error message indicates that System Recovery cannot be run from the startup screen, a set of recovery discs or a recovery USB flash drive is needed to perform a system recovery. Follow the instructions listed in one of the following sections, depending on the recovery media available: Recovery using HP supplied recovery media or Factory reset using media you created.
  1. Turn off the computer.
  2. Disconnect all connected devices and cables such as Personal Media Drives, USB drives, printers, and faxes. Remove media from internal drives, and remove any recently added internal hardware. .
    Do not disconnect the monitor, keyboard, mouse, or power cord.
  3. Turn on the computer and repeatedly press the F11 key about once every second until the Choose and option screen is displayed, and then continue.
  4. On the Choose an Option screen, click Troubleshoot.
    Figure : Choose an option with Troubleshoot selected
    Choose an option with Troubleshoot selected
  5. On the Troubleshoot screen, click Recovery Manager.
    Figure : Troubleshoot with Recovery Manager selected
    Troubleshoot screen with Recovery Manager selected
  6. Under Help, click System Recovery.
    Figure : Help with System Recovery selected
    Recovery Manager with Help and System Recovery selected
  7. When Recovery Manager prompts you to back up your files, select a backup option:
    Depending on the version of Windows, the following screens might appear slightly different.
    Follow the instructions to backup your files and recover the system.
    • If you have already backed up personal files or you do not want to back up personal files, select Recover without backing up your files, and then click Next. Continue to the next step.
  8. The Welcome to HP Recovery Manager screen is displayed. Read the on-screen information, and then disconnect any connected devices and cables, such as Personal Media Drives, USB drives, printers, and faxes.
  9. Remove media from internal drives, and remove any recently added internal hardware.
    Do not disconnect the monitor, keyboard, mouse, or power cord.
  10. Click Next to continue.
    Figure : HP Recovery Manager screen
    HP Recovery Manager welcome screen
    HP Recovery Manager prepares the computer for recovery.
    This process can take as long as 30 to 45 minutes. Do not interrupt HP Recovery Manager during the recovery process.
    Figure : Recovery preparation
    Recovery preparation
  11. When recovery preparation is complete, click Continue to proceed to the installation phase of the recovery process. The computer restarts several times during the recovery. This is normal. Do not close, shut down, or disconnect the computer while HP Recovery runs.
    Figure : Recovery preparation is complete
    Recovery preparation is complete
  12. Recovery Manager reformats the Windows partition and reinstalls the original software.
  13. After the system recovery is complete, click Finish to restart the computer. Complete the setup screens and wait until the computer finishes the setup.
  14. Once the setup is complete, turn off the computer, reconnect all devices and cables, and then turn on the computer.
  15. Before using the computer, update and protect your computer by reinstalling any virus and security software that was installed before the system recovery.
  16. Reinstall any software programs that were added after purchasing the computer, as well as any files that were backed up.
Things you should do after performing a recovery
After a recovery, the computer is more vulnerable to security risks because it does not contain the most recent updates. For information on updating and securing your computer, see HP PCs - Things You Should Do When Setting Up Your PC (Windows 10).








Country/Region: Flag United States