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Troubleshooting System Recovery Problems (Windows Vista)

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This document pertains to HP and Compaq desktop computers with Windows Vista.
Performing a full system recovery takes time (up to two hours) and transfers a large amount of data. With so much data to move, problems can occur. Use this document to resolve recovery issues in Windows Vista.
CAUTION:A system recovery completely erases all files, programs, and saved work on the hard drive. Always back up important information before attempting a recovery.
CAUTION: If additional hard drives are connected to the computer, for example an HP Media Drive, disconnect the IDE and power cables from the back of the extra drive before performing a system recovery. This prevents possible data loss on the additional drive.

Starting a recovery

If system problems make it impossible to access the Windows desktop or any programs, start the recovery process by turning on the computer and pressing F11 repeatedly at the first logo screen that displays.
You can have the recovery software try to back up data before it is erased. At this point, your data might not be salvageable; however, you can try to back it up by plugging in an external hard drive (first back up the data on the external hard drive) and restarting the computer, pressing F11 repeatedly at startup. You will get a dialog box prompting you to back up data.
You can also start a recovery from recovery discs if you cannot get to the desktop. If you created discs previously from your current system using the Recovery Disc Creation program, be sure to run the recovery from the same drive that you used to create the discs.
NOTE:Mini-discs are not compatible with the recovery disc program.
Recovery discs can also be purchased from HP Support. See Looking for Recovery Discs? .

Starting a recovery with the Recovery Manager

If your computer is still working and you can access programs and files, you can use the Recovery Manager to automate system recovery. If you do not know whether you need to perform a full system recovery, use the Recovery Manager for diagnosis.
You must be logged in as the system administrator to perform a system recovery.
  1. Back up all the data you want to keep.
    The system recovery process deletes all your data. If you do not back it up, you will lose it.
  2. Click Start , click PC Help & Tools , and then click Recovery Manager .
  3. In the Recovery Manager, click Advanced Options to view a list of Recovery Manager tools.
    Figure 1: Recovery Manager advanced options
    Recovery Manager advanced options
  4. Click System recovery , and click Next .
    The computer might automatically restart. This does not mean system recovery has begun, however. You still might have a chance to back up your data if you have not done so (and if it possible to do so), or to cancel out of system recovery.
    The Recovery Manager window displays again, without giving you access to your desktop.
  5. Click Next , to start the recovery process (and get to the next screen where you can back up your data), or click Cancel to get back to your desktop.
    If you choose to start the recovery process, it can take up to two hours to complete. You will know it is finished when the system automatically restarts, and the Windows desktop displays.

Recovery is taking too long

Wait enough time before concluding that the recovery is stalled. It can take two hours for a system recovery, especially when using HP Support recovery discs.
If you are sure your computer has stopped responding after starting the recovery program, do the following:
  1. Exit from the stalled recovery process by pressing the On button on the computer until the power turns off; this takes about five seconds.
  2. Before trying a recovery again, disconnect personal media drives, printers, scanners, cameras, camera-type memory cards, and other devices that did not originally come with the computer.
  3. If you are using recovery discs, be aware of the following items:
    • If you created the recovery discs using the Recovery Disc Creation program, be sure to run the recovery from the same drive you used to create the discs.
    • Clean the discs with a soft, clean, lint-free cloth dampened with distilled water. Wipe from the center of the disc to the outside edge. You can also use disc cleaning kits or disc restoration kits from your local computer store. These kits produce better results than a cloth and water.
    • You can also use available CD and DVD drive cleaning kits to clean the laser reading lens of the CD or DVD drive.
  4. Try running a full system recovery again after following this procedure.
  5. If you have tried recovering at least two more times, and the recovery process continues to fail at the same point, replace the recovery discs or service the computer to replace the hard drive disk image or a failed component.

Drive does not recognize disc

When using recovery discs, the drive cannot read the disc (no errors open). For example, the computer is turned on with the first recovery disc inserted into the drive. The drive activity light flashes quickly while the screen remains black with a flashing cursor. Eventually the drive activity light stops flashing after the drive stops reading the disc. When this happens, the disc might be scratched, dirty, or defective, or the drive's firmware might need to be updated so that the drive can recognize newer disc media.
Clean or repair the disc and try using it again to see if the drive recognizes the disc. If the disc is scratched, use a chemical disc restore product to fix the disc (available at most home electronic stores). Insert the recovery disc again after it has been cleaned or repaired and restart the computer.
After cleaning or repairing the disc, if the disc is still not recognized by the drive, update the drive's firmware. This is especially true if the discs were received from HP Customer Care through mail. The firmware for a DVD drive (the driver) might not be able to recognize the recovery disc media that was used in a more recent DVD manufacturing process. Make sure that the drive firmware is up-to-date; download and install any available DVD drive firmware updates from HP that match the type of DVD drive on your computer. For more information about how to find and update the firmware for you HP or Compaq computer, see the HP support article Obtaining Software and Drivers .
NOTE: Drives that are known to require a firmware update before they can read support-sent recovery discs are: TSST TS-H652L - update SP26482, and PBDS DH-16A1L/PBDS DH-16AYH - update SP35000. You can find the name of your CD/DVD drive in the BIOS Setup Utility screens or from Device Manager.
Sometimes, the discs might be damaged beyond repair such as when discs are left out in the sun too long. When this happens, perform the recovery from the hard drive (if the hard drive recovery partition is still available) or replace the discs.

Recovery message asks to insert disc after the disc is already inserted

The first recovery disc was inserted and successfully completed, but one of the subsequent discs asks for the same disc to be inserted again. For example, Disc 1 has completed and a message displays asking to insert Disc 2. After inserting Disc 2, the message displays again asking you to insert Disc 2.
When this happens, verify that the disc you are inserting is the correct disc. If it is, reinsert the disc. You might have to reinsert the disc many times before the recovery software recognizes that the correct disc is in the drive. Continue reinserting the disc until the message stops and the recovery process continues.
In rare cases, the disc set might be mislabeled. Insert a different subsequent disc that has not already been used until the message stops and the recovery process continues.

Recovery process freezes when using recovery discs

If the recovery process stops responding when using discs, check the following:
  • Clean the discs with disc cleaner or scratch filler and try again.
  • Check that the data on the discs are good. You can use HP Hardware Diagnostics to check the CD/DVD drive for data test. Another simple method you can use: copy all the files from the disc to a directory on a hard drive (using any computer). If an error opens or the file transfer process stops responding, the data on the disc is bad and the discs need to be replaced.
  • Some computers with NVIDIA chipsets may experience a hang early in the formatting or copying process if a newer (than originally shipped) generation hard disk drive has been used to replace the original primary drive. This issue has been seen with Seagate Barracuda 7200.11 and 7200.12 series drives, as well as some Samsung models. There have been no issues reported with newer drives from Hitachi and Western Digital. This only affects computers with a software build ID that starts with 71, 72, or 73 (built in 2006/2007). The build ID can be found on a label adhered to the bottom of the computer case. Replace the hard drive with a compatible drive to recover these computers from recovery discs. Replaced drives can be used as secondary storage devices.
  • Under certain conditions when the hard drive has been replaced or the BIOS updated, a system recovery might not be possible. When this happens, Contact HP (in English) - the computer might require service or a hard drive replacement.

Error: No system partition found

The following error message occurs while using the Recovery Manager: No system partition found .
HP and Compaq computers with Windows Vista hold recovery software on a recovery partition of the hard drive. If you used disk partitioning software to modify or delete the recovery partition, it might not be possible to run a recovery from the partition.
In this case, you must perform a recovery using recovery discs. If you made your own when the computer was working, you can use those. To purchase recovery discs, refer to Looking for Recovery Discs? .

Error: Cannot extract the archive

The following error message occurs while recovering the computer from recovery discs: Cannot extract the archive
This error message is normally caused by a recovery disc that has become dirty or scratched. Make sure the recovery discs are clean and scratch-free before attempting a recovery.

Error: Recovery software does not recognize the recovery discs

This error can occur when using recovery discs that were made for another computer. Also, on more rare occasions, this error can occur when data on the hard drive was not configured correctly at the factory.
To correct this error, obtain the correct recovery discs from HP. To buy recovery discs, see Looking for Recovery Discs? .
NOTE:If this error occurs with recovery discs created from the same computer or from discs that were sent by HP, Contact HP (in English) to receive a replacement set.

Error 1002

The recovery might stop responding, and an Error 1002 message displays.
To resolve the error, follow these steps:
  1. After the error message displays, turn off the computer.
  2. Disconnect an external hard disk drive, if connected.
    The backup is still useable.
  3. To continue the system recovery, restart the computer.
  4. Press F11 repeatedly at startup to open System Recovery.
    NOTE:If you cannot access System Recovery by pressing F11, perform a system recovery using recovery discs. If you already have recovery discs, see Performing an HP System Recovery (Windows Vista) . If you do not have recovery discs, they can also be purchased from HP Support. See Looking for Recovery Discs? .
  5. Select Advanced Options , and then select System Recovery .
  6. When given the choice, choose to continue without a backup.
  7. After system recovery is complete, restore files from the external hard disk drive.

Error 1012 when performing recovery

Error 1012 might occur when you try to perform a recovery using recovery discs you have created.
If this error occurs, close the recovery software, and update the firmware for your CD or DVD drive.
  1. To update the firmware, go to the Software and Driver page for your product, look in the Firmware section, and download the firmware update for your CD or DVD drive.
    For example, for the TouchSmart IQ500 and IQ 800 series, download TSST TS-T633A DVD-R/RW Drive Firmware Update .
  2. After installing the firmware update, restart the recovery process.

Error: These are not the correct recovery discs

This error can occur due to the following conditions:
  • Using the wrong recovery discs, such as those that were created or ordered for another PC.
  • The configuration data on the motherboard or hard drive was not properly configured at the factory when the PC was manufactured.
  • The motherboard on your computer was replaced with a motherboard that is not the same replacement part. If so, you must install a new operating system or replace the motherboard with an original type.
If this error opens and you are using discs that were ordered from HP or sent by HP support, then find out if you have the correct recovery discs (as were sent by HP) using the following steps:
  1. Get the build ID number for your PC:
    • If your computer is still able to open into Windows, Press CTRL + ALT + S and look at the Software Build # in the HP Support Information window.
    • If your computer cannot open Windows, you can find a BID # on a sticker found on the bottom of the PC case.
  2. Compare the build ID number to the build number on the recovery discs and do the following:
    • If the build ID number matches the number on your recovery discs and the recovery still fails with this error, the computer needs to be serviced by HP before it can be recovered.
    • If the number on the recovery discs is not the same as the build ID number, obtain the correct recovery discs . Make sure the numbers on the recovery disc match the build ID number before ordering new discs.

Other errors occur during the recovery process

If there are corrupt areas on the hard disk drive, errors can occur during recovery. If you are still able to use Windows, use the Hardware Diagnostic Tools feature to diagnose the problem.
Following the steps in this section might help resolve the following errors:
  • Error 0x1002: Cannot extract the archive
  • Error 0x1003: Cannot create a folder
  • Error 0x1004: Cannot copy the folder source to destination
  • Error 0x1005: Unable to copy file from source to destination
  • Error 0x1006: Cannot load hive
  • Error 0x1007: Cannot create file
  • Error 0x1008: Cannot open registry key
  • Error 0x1009: Failed to move from source to destination
  • Error 0x100A: No system partition found
  • Error 0x100B: CRC error when copy file
  • Error 0x100C: Cannot get drive letter of a path
  • Error 0x100D: Syslock status is in FAIL position
  • Error 0x100E: Reimaging has failed
  • Error 0x100F: bcdedit.exe returned an error while processing command "commandline"
  • Error 0x1010: Cannot find physical hard drive
  1. If you are performing a recovery from a hard drive partition (pressing F11 at startup), skip this step.
    Remove and gently clean the surface of the disc using distilled water and a lint free cloth. Reinsert the disc and try again. If the error persists, continue using these steps.
  2. If you are performing a recovery from a hard drive partition (pressing F11 at startup), skip this step.
    Remove the disc and examine the disc for scratches. If the disc is scratched, you can try to repair the disc using an optical disc repair kit. These types of kits use special chemicals that bond to the surface of the disc and fill in the scratches. Disc repair kits can be purchased at electronic stores or stores that sell DVD movies. After the disc has been repaired, reinsert the disc and try again. If the error persists, continue using these steps.
  3. Click Start , click All Programs , click PC Help & Tools , and then click Hardware Diagnostic Tools .
    The initial diagnostic tool displays and immediately collects information about your system.
    Figure 2: Hardware Diagnostic Tools progress bar
    Hardware Diagnostic Tools progress bar
    The main window is visible after the initial collection step.
    Figure 3: Hardware Diagnostic Tools window
    Hardware Diagnostic Tools window
    From this window, select which areas of your computer to test.
  4. Click Storage , and then click Hard Drive .
  5. If no problems are found with the hard drive, click DVD-RW Drive to check for disc drive errors.

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