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Troubleshooting HP System Recovery Problems (Windows 7)

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This document pertains to HP computers with Windows 7.
Performing a full system recovery takes time (two to four hours, depending on platform ) and transfers a large amount of data. With so much data to move, problems can sometimes occur. Use this document to resolve recovery issues in Windows 7.
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 data and power cables from the back of the extra drive before performing a system recovery. This prevents possible data loss on the additional drive.
Click expandable (+) headings to expand the information.

Troubleshooting a recovery started from the hard drive

Use the following sections to troubleshoot a recovery you started from the BIOS or from the Recovery Manager tool.
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 be lost; however, you can try to back it up using these steps:
  1. Plug in an external hard drive. Back up the data on the external hard drive first.
  2. Restart the computer. Press F11 repeatedly at startup. A dialog box displays prompting you to back up data.
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.
  1. Turn off the computer.
  2. Disconnect all connected devices and cables such as the Personal Media Drive, USB drives, printer, and fax. Remove media from drives, and remove any recently added internal hardware. Do not disconnect the monitor, keyboard, mouse, or power cord .
  3. Turn on the computer.
  4. Click Start ( ), and type recovery manager into the Search field.
  5. If a User Account Control message opens, click Yes or type your login password, whichever is required. For best results, HP recommends that you temporarily disable Windows User Account Control .
    A Recovery Manager window opens.
  6. Under I need help immediately , click System Recovery .
  7. The Recovery Manager prompts to restore the computer to its original factory shipped condition. Click Yes , and then click Next .
    Figure 1: Recovery Manager confirmation screen
    Recovery Manager confirmation screen
  8. The computer restarts and opens the Recovery Manager program. Follow the on-screen instructions to restore your computer to the original factory condition.
    Figure 2: Recovery Manager after restart
    Recovery Manager after restart
If the first method fails, the most likely cause is that the Recovery Partition has corrupted. The best option in this case is to use Recovery Discs to reinstall the OS as this will also re-create the Recovery Partition.
The following error message occurs while using the Recovery Manager:
No system partition found
HP and Compaq computers with Windows 7 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 set when the computer was working, you can use those discs. To purchase recovery discs, refer to HP PCs - Looking for Recovery Discs? (in English).

Troubleshooting a recovery started from CD or DVD

Use the following sections to troubleshoot a recovery you started from CD or DVD.
You can 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.
In some areas, recovery discs can be purchased from HP. For more information, see HP PCs - Looking for Recovery Discs? (in English).
Wait before concluding that the recovery is stalled. It can take two to four 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 for about five seconds, until the power turns off.
  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.
    • Use a CD/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.
If the drive cannot read recovery discs and no errors appear, the disc might be scratched, dirty, or defective. In addition, the drive firmware might need to be updated to recognize newer disc media.
  • Turn on the computer and immediately press the Escape key repeatedly, about once every second, until the Select Boot Device screen or the Boot Menu opens.
    If a Boot Option Menu opens, use the up or down arrow key to select the CD/DVD drive, and then press Enter .
    If the Startup Menu opens, press F9 to open the Boot Menu. Use the up or down arrow key to select the CD/DVD drive, listed under Legacy Boot Sources. Then press Enter .
    Figure 3: Startup Menu - Desktop computers
     Startup Menu with Boot Menu selected
    Figure 4: Boot Option Menu - Notebook computers
    Boot Option Menu - Notebook computers
  • 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.
  • Update the drive 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 created using a more recent DVD manufacturing process. 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 your HP or Compaq computer, see the HP support article Obtaining Software and Drivers .
In some cases, the discs might be damaged beyond repair such as when discs have been left out in the sun. When this happens, perform the recovery from the hard drive or replace the discs.
The first recovery disc was inserted and successfully completed, but insertion of a subsequent disc open a windows that 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, a message displays again asking you to insert Disc 2.
If 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, a 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.
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 run a CD/DVD drive data test. Alternatively, 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.
  • If you replaced a standard hard drive that is not an advanced format drive with an Advanced Format ( ) drive, system recovery might not recognize the drive or partition - depending on the type and size of AF hard drive and when recovery discs were created (prior to Fall 2010). When this happens, changing the SATA Mode setting (AHCI, IDE, RAID) in BIOS setup to an alternate setting might work. If problems persist, it might be necessary to remove the AF drive as the main drive and replace with a standard hard drive using 512B-sectors (instead of AF 4KB sectors).
  • 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 as the computer might require service or hard drive replacement.
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.
The following error occurs when using recovery discs that were made for another computer. Also, on rare occasions, this error can occur when data on the hard drive was not configured correctly at the factory:
Recovery software does not recognize the recovery discs
To correct this error, obtain the correct recovery discs from HP. To buy recovery discs, see HP PCs - Looking for Recovery Discs? (in English).
NOTE:If this error occurs with recovery discs created from the same computer or from discs that were sent by HP, contact HP to receive a replacement set.
The following error message is displayed when trying to perform a recovery using recovery discs that you have created:
Error 1012
To resolve this error, close the Recovery Manager, and update the firmware for your CD or DVD drive.
  1. Download and install any available DVD drive firmware updates from HP that match the type of CD or DVD drive on your computer. For more information about how to find and update the firmware for your HP or Compaq computer, see the HP support article Obtaining Software and Drivers .
  2. After installing the firmware update, restart the recovery process.
One of the following errors open when attempting to use recovery discs:
  • The system recovery discs do not support this computer. You are not able to restore this system with these discs.
  • 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 computer.
  • The configuration data on the motherboard or hard drive was not correctly configured at the factory when the computer 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, find out if you have the correct recovery discs (as were sent by HP) using the following steps:
  1. Get the Software Build number for your computer:
    • If your computer is still able to open into Windows, Press CTRL + ALT + S and look at the Software Build number in the HP Support Information window.
    • If your computer cannot open Windows, you can find a Software Build number on a sticker found on the outside of the computer case.
  2. Compare the Software Build number to the build number on the recovery discs and do the following:
    • If the Software Build 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 Software Build number, obtain the correct recovery discs . Make sure the numbers on the recovery disc do not match the Software Build number before ordering new discs.
If you replaced a standard hard drive that is not an advanced format drive with an Advanced Format ( ) drive, system recovery might not recognize the drive or partition - depending on the type and size of AF hard drive and when recovery discs were created (prior to Fall 2010). The following message occurs:
Windows Setup could not configure Windows to run in this computer Hardware
When this happens, changing the SATA Mode setting (AHCI, IDE, RAID) in BIOS setup to an alternate setting might work. See one of the following documents for information about changing BIOS settings.
If problems persist, it might be necessary to remove the AF drive as the main drive and replace with a standard hard drive using 512B-sectors (instead of AF 4KB sectors).

Troubleshooting a recovery started from a USB drive

Use the following sections to troubleshoot a recovery you started from a USB drive.
  1. Turn on the computer, and insert the USB flash drive into a USB port.
  2. Turn off the computer by pressing and holding the power button.
  3. Disconnect all connected devices and cables such as Personal Media Drives, printers, and faxes. Remove media from internal drives, and remove any recently added internal hardware. Do not disconnect the monitor, keyboard, mouse, USB recovery flash drive, or power cord .
  4. Turn on the computer, and repeatedly press the F11 key, about once every second, until Recovery Manager opens.
    Figure 5: Recovery Manager welcome
    Recovery Manager welcome
  5. A window might display and prompt to run Recovery Manager from the hard disk or from the recovery media. If this window displays, select the USB flash drive option, then click Next .
  6. Click System Recovery under I need help immediately . On the next screen, select Yes to verify that you want to restore your computer to its original factory condition, and then click Next to continue.
    Figure 6: Restore computer verification
    Restore computer verification
  7. Follow the on-screen instructions to restore your computer to its original factory condition.
To use a USB flash drive to perform a recovery, you must select the drive in the Boot Menu upon system startup.
Turn on the computer and immediately press the Escape key repeatedly, about once every second, until the Select Boot Device screen or the Boot Menu opens.
If a Boot Option Menu opens, use the up or down arrow key to select the USB drive, and then press Enter .
If the Startup Menu opens, press F9 to open the Boot Menu. Use the up or down arrow key to select the USB drive, listed under Legacy Boot Sources. Then press Enter .
Figure 7: Startup Menu - Desktop computers
 Startup Menu
Figure 8: Boot Option Menu - Notebook computers
Boot Option Menu - Notebook computers
The following error can occur during a system recovery when you choose to back up files to an external hard drive. Recovery Manager stops responding, and displays:
Error 1002
To resolve the error, follow these steps:
  1. After the error message displays, turn off the computer.
  2. Disconnect the external hard disk drive.
    The backup is still usable.
  3. To continue the system recovery, restart the computer.
  4. Turn on the computer and immediately press the F11 key repeatedly , about once every second, until Recovery Manager opens.
    Figure 9: Recovery Manager
    Recovery Manager
  5. Under I need help immediately, click System Recovery .
  6. Select Recover without backing up your files , and then click Next .
  7. Follow the instructions to perform a system recovery.
    After system recovery is complete, restore files from the external hard disk drive.

Problems creating HP recovery media

Use the following sections to troubleshoot a recovery you started from a USB drive.

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 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 recovery discs, remove and gently clean the surface of the current 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 recovery discs, remove the current disc and examine it 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 , All Programs , PC Help & Tools , and Hardware Diagnostic Tools.
    A window opens and displays a message to close all applications. Close all non-essential applications and click OK to continue.
    Figure 10: Close all applications
    Save any documents and close all applications before running diagnostics
    Figure 11: Collecting information
    Please wait while Hardware Diagnostic Tools collects information
  4. Click Storage , and then click Run Test for the Hard Drive.
    Figure 12: Hardware Diagnostic Tools
    Hardware Diagnostic Tools
  5. If no problems are found with the hard drive, run the test for the disc drive.

Frequently asked questions about creating HP recovery media

Why do I get the message, "Recovery disc has been created"?

Due to licensing restrictions, you can create only one HP recovery solution from your computer. This message appears when recovery media has already been created. If you purchased a previously used computer or from a store but the computer was already opened, then recovery media was probably created before you purchased the computer and this message is normal. If the computer is less than a few years old, then you will likely be able to obtain a recovery solution from HP. There might be a charge depending on the warranty status of the computer, the Country/Region the computer was purchased, and the condition that is causing the message. For more information, see Looking for HP Recovery Discs or an HP USB Recovery Drive?

I get an errors when creating discs, what can I do?

Disc compatibility or other software is likely interfering. Safe mode prevents non-essential services and software from opening when Windows loads. Open Recovery Manager while in Windows safe mode to create your discs. For more information about Windows safe mode, see Windows 8 Safe Mode . If problems persist, use new discs of a different, high-quality brand that you trust. HP recommends using the DVD+R format with your drive.

When I try to create a USB flash drive, it does not detect my USB storage device. Why?

The HP recovery manager software is not compatible with many USB storage devices larger than 32GB. HP Recovery Manager displays the total size of the source files when going through the creation process. You can stop at this screen during the creation process to know what size of storage device you should use. Use a storage device that is larger than the size of the source files, but not larger than 32GB.
Also, USB flash drives that are branded with the Windows 8 compatible logo do not work. USB devices with this logo are set up to work with Microsoft's Windows 8 To Go feature and do not display in Windows as an external device. Instead, they function in Windows like an internal hard drive and appear as a Local Disk. Since HP recovery creation software looks for external media, a USB storage device with the Windows 8 compatible logo does not appear in the list of devices (and cannot be used as recovery media).
Figure 13: Windows 8 Compatible logo on USB device product packaging - do not use
Windows 8 Compatible logo

When I create HP Recovery media, does it save software I installed... like Office?

HP recovery restores the software image to its original condition. Any software that was installed later is removed when you perform an HP recovery.
If you want to save all the software on your computer at any given point in time, use Windows 8 to create a system "image". You can then use this system image to restore all software on your computer to the way it was at the time you created the system image. To learn how you can create a system image, see Creating and Using a System Image to Restore Your Computer (Windows 8) .

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