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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c05533261

Version: 1

Advisory: HP Elite X3 - How to Recover the HP Elite X3 When It Will Not Start or Is Caught in a Reboot Loop

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 05-Jun-2017

Last updated : 27-Jul-2017

DESCRIPTION
The HP Elite x3 might not be able to start after a failed update, an extremely low battery despite charging the unit overnight, or an image corruption. It may exhibit the following symptoms:
  • The screen remains blank/black
  • It hangs at the HP logo screen
  • It will not load Windows

SCOPE
Information in this document applies to the following:
Phablet:
HP Elite x3
Operating Systems:
Microsoft Windows 10 Mobile
RESOLUTION
Recover the Elite x3 using the Microsoft Windows Device Recovery Tool (WRDT).
Important! The x3 battery must be charged to at least 25% before performing this procedure. If you are unsure of the current charge level, allow it to charge for at least 30 minutes before proceeding.
  1. Download WDRT from this location:
    then install it on a computer then connect the x3 to the computer.
  2. Run WDRT:
    .
    • If the x3 is non responsive it will not be detected. Click My device was not detected to continue.
      Figure : My device was not detected
      My device was not detected
  3. Select the device manufacturer:
    • When prompted to select Device manufacturer, click Other OEMs.
      Figure : Other OEMs
      Other OEMs
    • Click the HP tile.
      Figure : HP tile
      HP
    • Select Elite x3 on the Model Selection screen.
      Figure : Elite x3
      Elite x3
  4. Download the latest firmware for the device:
    • Click Install software.
      Figure : Install software
      Install software
    • Click Continue on the Disclaimer screen.
      Figure : Continue
      Continue on the disclaimer screen
    • Wait for the package to download.
      Figure : Downloading package
      Downloading package
    • Click Next on the Check Battery screen.
    • Click Next on the Check Battery screen.
      Figure : Check battery
      Check battery
  5. Prepare to flash the device:
    • Press and hold the Power button.
    • When the x3 vibrates, release the power button and press and hold the Volume Up button.
    • Continue holding the Volume Up button until the following screen appears, then release it.
      Figure : Device restart screen
      Device restart screen
    • In about 20 seconds, the Software package installation screen appears.
      Figure : Software package installation
      Software package installation
    • Wait for installation to complete, until the Summary screen appears.
      Figure : Summary
      Summary screen
    • Click Finish on the Summary screen.
  6. Wait for the first boot.
    • The x3 boots to the Welcome screen after 2-3 minutes.
      Figure : Welcome screen
      Welcome screen
    • The Elite x3 recovery process is completed and you can proceed to setup.
  7. Reinstall your HP Elite x3.
    • Go through the HP Elite x3 Welcome and Setup screens. After setting up your Microsoft ID, you will have the opportunity to restore your most recent OneDrive backup if you had set up the feature previously.

Hardware platforms affected : HP Elite x3

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05533261

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restorationThe information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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